Hyperconnectivity, and Gen Y
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Posted Mon 28 July 2008 @ 1:15 p.m. by Ernie Newman
Hyperconnectivity! Its a wonderful word and sums up beautifully the presentation being given at the TUANZ Contact Centre lunches this week.
In one of the most thought provoking and engaging presentations for some time, Darren Leffler of Nortel in Australia told the audience at our bulging Christchurch venue today about the impact of Web 2.0 on the contact centre. The new way Generation Y customer interact in Web 2.0 is a historic inflexion point, he said.
Leffler - a Gen X who got an iPod for his 40th and now feels really young - gave an insightful account of the different mind set of Gen Y coupled with the range of communications channels that make up their world. The old Internet 1.0 had the company in the middle controlling the brand, the messages and the interaction, but in 2.0 the position is radically different, he opined.
His concluding message: embrace the Internet, embrace multiple channels, empower the agents, and establish communities.
This Nortel/Gen-i hosted event is one of the best presentations on generational differences and technology that I've seen for a while. Don't miss it - limited space still available at Wellington, Hamilton and Auckland later this week. Free to TUANZ contact centre members.
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