( REAL ) time #1 Real,liveexperiences andengagement atthespeedofnow.beyondadvertising. Realrelationshipsand relevantinformation &

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( REAL ) time #1 Real,liveexperiences andengagement atthespeedofnow.beyondadvertising. Realrelationshipsand relevantinformation &

Whatcould meanfor ourclients?

oAudiencesaremobile–weneedtowidendigitaltouch pointsandbecometheenabler&filterforpeople, -Helpthemnowandhelpthemplanforwhattheyaredoingnext. oTodothiswillrequiremovingbeyondawebsite-centric modeltoadistributedplatform. -Enablecustomerstoengageinthechanneltheyprefer/haveavailableandtrack themthroughfragmentedjourneyswithasingleidentity -Serveonlywhat’srelevantincurrentneedstateandlocation oCustomerfeedbackwillbedynamicandrealtime–the crowdwillexpresswhatitwantsthroughitsbehaviouras wellascommunicatingpreferencesandviews. -An‘opensource’approachshouldbeconsidered,tailoringour propositions(functionandcontent)toneedsandfeedbackinrealtime oSocialCRMcombiningsociallisteningtoolswithCRM systemstiedbacktocompanydatatotrackinfluencer financialvalueandhelpusrespondtotheirneedsfaster.

oCustomerswillautomaticallyconnectwithpeopletheyhave somethingincommonwith,experiencesareloggedand sharedautomatically,sowe’llneedtoonlyserveuprelevant contentforpeopletomakebetterdecisions. -Personaliseandaggregatetheiroffersandpromotionsaspartofshopping experience,makeiteasierforthemtoshareagooddealandnottomissout -Dealexpiryalertsintheirstreams,usenetworkstosharetrackableoffercodes oIfeverythingisconnectedthenthereareincreased engagementopportunities:butweneedtodesignaccordingly andappropriately. oCanweextendcommunicationstopackaging/POSgiving themalayerofdigitalinformationorutility? oTheincreaseindigitalnoiseforpeoplewillmeanthatour brandwillhaveakeyroletocarrytherelationship. -Hardtocompeteforshareofattention -Humanreactiontomaskoutnoise -Weneedtohelpthembymakingsureallinteractionsandcommunications havethevalueexchangefirmlyintheirfavour

#2 & Thetroughisn’t thatdisillusioning. Theskydidn’t alfl

#2 Thetroughisn’t thatdisillusioning. Theskydidn’t fall &

“Intensifyingsolvencyconcernsaboutanumber ofthelargestUS-basedandEuropeanfinancial institutionshavepushedtheglobalfinancial systemtothebrinkofsystemicmeltdown.” DominiqueStrauss-Kahn, InternationalMonetaryFund 12October2008

'Spendingcuts“couldcause strikesonscaleof1970s” DailyTelegraph,1August “Helpordinarypeopleorwe faceasummerofturmoil” SundayExpress,1March

UKtotalweeklyearningsgrowth:yearonyear Source:ONS % Christmasbonusesdisappeared andwagegrowthturned negativefor3monthsaspeople “acceptedreality”. Thenacautiouslevelof stabilityreturned.The CharteredInstituteof Personnel&Development reviseditsunemployment predicitonsfor2010from 3.2mto2.8m Thenthishappened.

-2.7%1.5% Now IMFForecasts,10/09 Country/Region E2010E2009E2010E Differencefrom7/09 IMFForecasts (1) (2) USA2.0%0.4%0.3%0.6% Eurozone China India Russia Brazil UK DevelopedMarkets EmergingMarkets World Source:MaryMeeker,MorganStanley,“Economy+InternetTrends”,InternationalMonetaryFund(IMF)WorldEconomicOutlook(WEO)database,10/09. Note:(1)IMFequivalentof“advancedeconomies”;(2)IMFequivalentof“emerginganddevelopingeconomies” GDPGrowthForecastseventurnedpositive…but ledbythenewpowerhousesofChinaandIndia.

Acompetitiontocall timeontheplummet.

Evenifwemightstillbe intheeyeofthestorm? Uncertaintyaswemoveinto2010means we’relookingbackwardsmorethanforward. Anditisrecenthistorythatisouranchor.

2009. Ayearof outrage...

...serious money worries... $4 trillion (£2.75tn) The International Monetary Fund (IMF) estimate of losses from the credit crunch.

...globalhealth scaresand...

...evenabit ofeuphoria. (rememberthat?) Butoneyearonandboth thehypeandhoneymoon arefadingmemories. Howhavewechanged?

1.Denial 2.Anger 3.Bargaining 4.Depression 5.Acceptance Source:Kübler-Rossmodel Firstly...

UKHouseholdSavingRatio U.SFemale,47 ResourceInteractiveresearchinterviews Secondly... 10% % areaddingto emergencyfund “Ithasbeenatremendouslesson inhowtolivewithinyourmeans andseparatewantsfromneeds.” We’rerebalancing.

“90%oftheU.S.respondentssaid thattheirhouseholdshadreduced spendingasaresultoftherecession. McKinseyQuarterly,March2009

It’snotallhairshirtsandhonestappraisals. of18-29yearoldsagreewith theidea“Mygenerationis beingdealtanunfairblow becauseofthisrecession.” Evenifitwasoftentheirparentsborrowing moneytofuelaGenerationYspendingspree. adigression Source:KellyMooney,ResourceInteractive;JWT2009

Theninetiesandthenoughtiespromisedusthateverythingwouldbe NASA Kanye“I’mgonnaletyoufinish”West

Nowwewon’tbelievethehypeorthepromises, becauseweknowyouhavepayforiteventually. Madoff

Even promises the of technolog y can falter. “What'sdrivingusageonthenetwork... likevideo,oraudiothatkeepsarethings playingaroundtheclock.Andsowe've gottogettothosecustomersandhave themrecognisethattheyneedtochange theirpattern,ortherewillbeother thingsthattheyaregoingtohaveto dotoreducetheirusage.” RalphdelaVega,headofwirelessatAT&T Issuesoftrust&dependancywiththe cloud.WhenGmailwentdownin Feburary&September…Countthecost: 25 musers, 33 %affected;averageof perhourlostproductivity, $50 $415m perhoureconomiccost...

Butequallywewon’tbelieve becausethatdidn’tcometrueeither.

We’vechangedourperspective toamorerealisticview. So,thirdly.