• We are living even longer:@

Pandora Mobile Call RecordingTuesday, June 20th 2017

The Revolution will not be televised…but it may be recorded

Digital Native?

Average Age IFAs is >50

Only 22% of IFA are under 40

[Source: The next generation of Financial Advisers, EY 2016]

Revolutions in technology happen so frequently that we don’t even notice that they have happened!

#1

Sometimes we need a gentle push

#2

“Tere, kas sa kuuled mind?”

Hello, can you hear me?

1.94 BN as of Mar ‘17

If you could keep only one of these apps on your phone, which would you choose?

[LivePerson: Messaging in the Customer Care Age, 2016]

Founded 2012

2017: 10 million users daily (UK)

200460,000 Employees9000 Stores

2007Netflix introduces streaming media

2010Bankrupt

RIP

Point #1

Winning businesses adopt new technology and adapt them as business tools

The Eoin Lyons Volvo case study™

Technology

+

Social acceptance

+

Regulation

=

Full adoption

What do I need it for?

“Smile as you dial. Right?”Nev Wilshire

Have an exact record of conversations

Sales effectiveness and productivity

Complaint resolution and treating customers fairly

Coaching and quality improvements

…and I haven’t even mentioned Compliance!

Summary

• Change is inevitable

• Resistance is understandable

…but don’t get left behind