Customer Experience

Customer Experience

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

How the Olympic Games truly inspire a generation

Coming Friday the 2012 London Olympics Games kick off. For Olympic viewers, the world has changed dramatically since the last Games. And how will the world look like at the next Games in 2014?

The 2012 Olympic viewer has a whole new experience.

An experience that differs totally from the last Games back in 2008. Tech-blog Mashable sums up a few:

    • First, the London 2012 Facebook accounts has 650k likes. 900 Million users are able follow the Games through this platform. During the Beijing Games, that were only 90 million
    • Then, the official Twitter account has 840k followers, and will be a cool channel to follow the games: athletes have their say like never before. Good to know the number of tweets increased with a stunning 12,000 percent since the last games in 2008.
    • To conclude: the mobile viewer: back in Beijing times, around 19 million smart phones were sold worldwide. That numbers has grown a stunning 456% to 107 million users today. All of them are able to enjoy the games wherever they are.
But let’s not forget other technologic developments. How hard is it to imagine that only one Olympic Game ago, tablets did not exist. Today, 55 million are sold. That is enough to enable every household in UK and France to view the Games with a Tablet computer.

Now, what will the games be like in Sochi (2014)? I foresee three major developments:

Mobile Payment will be common practice

Earlier on this blog we discussed Near Field Communication (NFC) opportunities.  NFC is one method to enable mobile payments for a retailer using contactless technology.  Samsung is sponsoring the Games, and enables its sponsored athletes with their latest smart phone to buy some merchandise. The roll out of this technology and contactless payment will be driven by smart phones (it is rumored the next iPhone will have NFC) and the network in stores and events. Will any visitor of the Sochi Games still use tickets to enter the venue and a wallet to buy his drinks?

Twitter will be a profitable main stream source of information

Twitters ambition is to “deliver relevant content to people, instantly” as said by Twitter chief Jack Dorsey earlier this year. And Twitter is able to keep doing so by their profitable strategy of promoted tweets. Samsung Mobile is one of them advertising at #London2012, with their NFC-ready smart phone.

There will be a network of social networks, each offering specific value to its users

Social networks are studied since the 50’s. Social networking as we know it today emerged around 2006. Today a network of social networks emerges, each with its own value for customers. As discussed earlier, Pinterest is not only driving significant traffic to online publishers but is also the fastest growing social media traffic source for e-commerce websites in terms of revenue.

Google+ seems to be a bit behind in this rat race, by example ‘only’ having 500k followers for London2012. But the power of Google+ is its subsets, so no stress your colleagues find out what happened to you over the weekend. And it has lots more engagement, including photo editing and chat function Hangout

How do you see the social and technological developments? What other applications could you imagine an Olympic visitor will use in 2 year from now? What will be the next big thing?

 

About the author

Wouter Sleyffers
Wouter Sleyffers

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