Strategies for Contextual Communications

When both myself and Dean Bubley agree on something, it usually means we are (a) right, and (b) ahead of the crowd. Both Dean’s near-term research into WebRTC and my long-term exploration of Hypersense say the same thing: a key emerging growth area is “contextual communications”. We are holding a day of insight, debate and networking where we will explore this important topic.

The phenomenon of contextual communications is a fundamental shift in value for voice and messaging. We are moving away from stand-alone telephone calls and SMS, where the data transport was central. In the new model, the value comes from the use of increasingly smart machines that assist us to get jobs done. For them to work they need contextual data about our purpose or intent. One way of viewing the types of contextual data is shown in the chart below.

The impact is widespread. The revenue bases of telephony and mobile messaging are up for grabs. There will be winners and losers in Web apps, CRM and enterprise social media, all driven by this trend.

The new world of contextual communications is made from generic data transport, open media protocols, pervasive sensors, machine learning and advanced analytics. Between us we have created a detailed map of the emerging ecosystem, and a roadmap to this future. It is based on our long experience as observers at the leading edge of voice innovation, our deep combined knowledge of the complete technology stack, and our practical field expertise as consultants and high-profile public speakers.

We have been running similar workshops together for nearly 4 years in the US, Europe and Asia. (Our last joint presentation in Bangkok in late 2013 is here and has over 30,000 views). This is the only public event we currently have planned for this year, so it’s your only chance to find out what we’re telling our consulting clients. We both believe this workshop represents a qualitative jump in our understanding and your revenue opportunity. Attendance is limited to 30 people, and if the past is any guide we expect to sell out.

What is “Contextual Communications?”

The idea of “contextual communications” brings together many trends:

• Data-driven decision making and analytics, plus machine learning.
• Sensor data, such as location, device orientation, user actions and gestures, proximity, bodily monitoring.
• Contextual information such as personal data feeds and environmental data.
• Activity streams and social media.
• Hypervoice technology, including sense-making technologies like speech recognition and sentiment analysis.
• Democratised communications services, including application platforms, cloud APIs and WebRTC.

Together these are re-defining the voice and messaging user experience, such as:

• New heuristics to determine how important a call is, and therefore whether to interrupt the recipient from another activity.
• Exploiting device sensors, so a phone lying flat on a table makes the app go into “conference room” mode.
• Using contact centre technologies like sentiment analysis (e.g. anger) to guide conversations to better outcomes.

Who should come? Anyone in a product or technology strategy or marketing role. You might work in any one of the players in the ecosystem: sensors & devices; machine learning; analytics; B2C messaging (CRM, call centres); UX designers; telcos (voice + network strategy); voice & app platforms; search; regulators; or investors.

The price is £695+VAT. A 30% discount is available for a second attendee. The event is being held in the Westbury Hotel, Mayfair, London.

To book your place or for further information please get in touch