Daniel Lund
Principal Consultant, Fronde
The revolution will not be televised - The emerging technology trends that are changing how we communicate with
customers, citizens, and employees.
The explosion of mobile and social technologies has revolutionised the relationship customers have with companies. More than ever it is the customers who are calling the shots - they are highly connected, highly opinionated, and have more choice than ever before. They expect companies to be available any time, anywhere; they expect to be treated as individuals; and they are looking for companies to continually add value to them and their network.
These expectations are not constrained within the private sector; citizens expect the same level of capability from government in order to be relevant in their lives. Nor are the expectations constrained to the customer/provider relationship; employees expect to be able to work in ways consistent with (and not behind) how they live in the outside world. This means that for communicators the game has changed forever. Simply getting your message out there is not enough. If it isn't adding value, engaging, and consistent across channels it will just get lost in the noise. However, if you do get it right then the rewards are great - improved customer loyalty, more active and informed citizens, a more engaged and productive workforce.
Thankfully, technologies are now available to help you bridge the gap and really harness the power of mobile and social. In this talk Daniel will discuss these technology trends that will help us communicate more effectively with customers, citizens, and employees.
About Daniel Lund
Daniel Lund is a Principal Consultant at Fronde, focusing on customer experience transformation and the innovative use of CRM technologies. With twelve years consulting experience specialising in customer-focused change, Daniel has delivered major business transformations for a range of clients and industries, with experiences covering: retail banking and insurance, local and central government, health, emergency services, high tech, communications, private housing, charity, media and consumer goods. Daniel’s skills and experience span the customer experience transformation life-cycle; from problem analysis and strategy work, through to business case, design and delivery. Daniel has worked as client advisor, helping clients to define their business problem and then develop the strategy and design the programme to take them forward.
About Fronde
Fronde is a leading technology company founded in 1992, with over 360 staff across Wellington, Auckland, Melbourne and Sydney. Services include ICT consulting, software development, systems integration, managed services and cloud integration for businesses and government. Fronde’s cloud integration portfolio provides complete Enterprise Resource Planning, Infrastructure, Customer Relationship Management, and Mail & Collaboration cloud solutions. As a leading cloud integrator, Fronde is a NetSuite Solution Provider, an Amazon Advanced Consulting Partner in the AWS Partner Network, a Salesforce Gold Partner, and was the Google Enterprise Partner of the Year for Australia and New Zealand in 2012.
Back to speakers
The explosion of mobile and social technologies has revolutionised the relationship customers have with companies. More than ever it is the customers who are calling the shots - they are highly connected, highly opinionated, and have more choice than ever before. They expect companies to be available any time, anywhere; they expect to be treated as individuals; and they are looking for companies to continually add value to them and their network.
These expectations are not constrained within the private sector; citizens expect the same level of capability from government in order to be relevant in their lives. Nor are the expectations constrained to the customer/provider relationship; employees expect to be able to work in ways consistent with (and not behind) how they live in the outside world. This means that for communicators the game has changed forever. Simply getting your message out there is not enough. If it isn't adding value, engaging, and consistent across channels it will just get lost in the noise. However, if you do get it right then the rewards are great - improved customer loyalty, more active and informed citizens, a more engaged and productive workforce.
Thankfully, technologies are now available to help you bridge the gap and really harness the power of mobile and social. In this talk Daniel will discuss these technology trends that will help us communicate more effectively with customers, citizens, and employees.
About Daniel Lund
Daniel Lund is a Principal Consultant at Fronde, focusing on customer experience transformation and the innovative use of CRM technologies. With twelve years consulting experience specialising in customer-focused change, Daniel has delivered major business transformations for a range of clients and industries, with experiences covering: retail banking and insurance, local and central government, health, emergency services, high tech, communications, private housing, charity, media and consumer goods. Daniel’s skills and experience span the customer experience transformation life-cycle; from problem analysis and strategy work, through to business case, design and delivery. Daniel has worked as client advisor, helping clients to define their business problem and then develop the strategy and design the programme to take them forward.
About Fronde
Fronde is a leading technology company founded in 1992, with over 360 staff across Wellington, Auckland, Melbourne and Sydney. Services include ICT consulting, software development, systems integration, managed services and cloud integration for businesses and government. Fronde’s cloud integration portfolio provides complete Enterprise Resource Planning, Infrastructure, Customer Relationship Management, and Mail & Collaboration cloud solutions. As a leading cloud integrator, Fronde is a NetSuite Solution Provider, an Amazon Advanced Consulting Partner in the AWS Partner Network, a Salesforce Gold Partner, and was the Google Enterprise Partner of the Year for Australia and New Zealand in 2012.
Back to speakers