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Powering the Paradigm – Empowering the Passenger

Powering the Paradigm – Empowering the Passenger. Dr Steve Cassidy ESP Group. Different Lives. 19. 5. 50. ?. No Permanent Present. Boom. Individual. Consume. Simple. Ownership. Bust. Connected. Collaborate. Complex. Sharing. A Changing Paradigm. Identify Capture Influence

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Powering the Paradigm – Empowering the Passenger

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  1. Powering the Paradigm –Empowering the Passenger Dr Steve Cassidy ESP Group

  2. Different Lives • 19 • 5 • 50 • ?

  3. No Permanent Present • Boom • Individual • Consume • Simple • Ownership • Bust • Connected • Collaborate • Complex • Sharing

  4. A Changing Paradigm • Identify • Capture • Influence • Manage

  5. Customer Service Functions plan aware pay inform book validate join incentivise match share profile rate feedback

  6. Retail Guru’s Golden Rules: Retail Paradigm Customers: Who are the end users?What are their needs and expectations and what can you do to exceed these expectations? Feedback is key here.Are the communication channels open, can your users feedback at all points throughout their experience? Colleagues (staff): Operators know best.The people who do the work often come up with the best ways of doing things leading to improvements in efficiency and customer service. It is essential toencourage feedback. Feedback from your colleagues createsa culture of listening. Allan Leighton

  7. A million stories every day

  8. References The position of Ford Motors: January 14 2014 – Financial Times “Ford says more cars are not the answer to cities’ problems http://www.ted.com/talks/bill_ford_a_future_beyond_traffic_gridlock.html UITP Study – future of urban mob8lity: http://www.uitp.org/new-study-future-urban-mobility Megacities and mobility:https://www.cee.siemens.com/web/ua/en/products_and_solutions/energy/Documents/MegaCity_Challenges_en.pdf Connected Mobility and cities: http://www.rolandberger.com/media/pdf/Roland_Berger_TaS_Connected_Mobility_E_20130123.pdf Sharing model overview: http://www.theguardian.com/sustainable-business/access-over-ownership-future-consumption Google’s patent: http://www.bbc.co.uk/news/technology-25878075 and https://www.google.com/patents/US8630897 $1.3 billion Google acquisition Waze:https://www.waze.com/ Daimler Car 2 Go:https://www.car2go.com/en/london/ A new “taxi” service – Uber:https://www.uber.com/ A personal ride: https://www.side.cr/ http://www.theverge.com/2014/2/20/5429350/sidecar-ridesharing-app-relaunches-as-a-friendlier-uber-competitor

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