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

2. Whatcould meanfor ourclients?

3. 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.

4. 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

5. #2 & Thetroughisn’t thatdisillusioning. Theskydidn’t alfl

6. #2 Thetroughisn’t thatdisillusioning. Theskydidn’t fall &

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

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

9. 8 7 6 5 4 3 2 1 0 -2 -3 -4 -5 -6 2006200720082009 UKtotalweeklyearningsgrowth:yearonyear Source:ONS % Christmasbonusesdisappeared andwagegrowthturned negativefor3monthsaspeople “acceptedreality”. Thenacautiouslevelof stabilityreturned.The CharteredInstituteof Personnel&Development reviseditsunemployment predicitonsfor2010from 3.2mto2.8m Thenthishappened.

10. -2.7%1.5% -4.20.3 -4.40.9 8.59.0 5.46.4 -7.51.5 -0.73.5 -3.41.3 1.75.1 -1.13.1 Now -4.75 IMFForecasts,10/09 Country/Region200720082009E2010E2009E2010E Differencefrom7/09 IMFForecasts (1) (2) USA2.0%0.4%0.3%0.6% Eurozone2.70.70.60.6 China India9.47.30.0-0.1 Russia8.15.6-1.00.0 Brazil5.75.10.61.0 UK2.6 0.7 13.09.01.00.5 -0.20.7 DevelopedMarkets EmergingMarkets World 2.70.60.40.7 8.36.00.20.4 5.23.00.30.6 Source:MaryMeeker,MorganStanley,“Economy+InternetTrends”,InternationalMonetaryFund(IMF)WorldEconomicOutlook(WEO)database,10/09. Note:(1)IMFequivalentof“advancedeconomies”;(2)IMFequivalentof“emerginganddevelopingeconomies” GDPGrowthForecastseventurnedpositive…but ledbythenewpowerhousesofChinaandIndia.

11. Acompetitiontocall timeontheplummet.

12. Evenifwemightstillbe intheeyeofthestorm? Uncertaintyaswemoveinto2010means we’relookingbackwardsmorethanforward. Anditisrecenthistorythatisouranchor.

13. 2009. Ayearof outrage...

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

15. ...globalhealth scaresand...

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

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

18. UKHouseholdSavingRatio U.SFemale,47 ResourceInteractiveresearchinterviews Secondly... 10% 8 6 4 2 0 -2 200420052006200720082009 40% areaddingto emergencyfund “Ithasbeenatremendouslesson inhowtolivewithinyourmeans andseparatewantsfromneeds.” We’rerebalancing.

19. “90%oftheU.S.respondentssaid thattheirhouseholdshadreduced spendingasaresultoftherecession. McKinseyQuarterly,March2009

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

21. Theninetiesandthenoughtiespromisedusthateverythingwouldbe NASA Kanye“I’mgonnaletyoufinish”West

22. Nowwewon’tbelievethehypeorthepromises, becauseweknowyouhavepayforiteventually. Madoff

23. 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...

24. Butequallywewon’tbelieve becausethatdidn’tcometrueeither.

25. We’vechangedourperspective toamorerealisticview. So,thirdly.