Hello Alfred! AI, Data, and Empathy of the Future Customer at #SMWNYC

Every modern company that sells something or offers a service is concerned with taking care of their customers. This means handling problems when they happen, anticipating needs, making recommendations on products, and responding in a timely fashion.

But as technology becomes more efficient and brand experiences grow deeper and more complicated, how will the idea of customer experience evolve in the coming years? How will things like data and artificial intelligence improve how businesses engage with their customers, and what role will the human qualities of empathy and finesse still bring to the table? What will be the meaningful interplay between the two and what are the big opportunities?

Jess Beck, COO & Co-Founder of Hello Alfred, an automated portal for getting your chores and home services done, will join a session at SMW New York with leaders from Havas LuxHub, Barbarian Group, and IBM to discuss the evolution of AI, and what the next 5, 10, and 25 years might look like for businesses and customers.

Jess’ session “AI, Data, And Empathy: The Future Of The Customer Experience” will take place on Thursday, February 25th at 2:30pm at the TimesCenter (FWD Stage).


★ Register today by purchasing your pass ★


About Jess Beck

“Jess is the Co-Founder & COO of Hello Alfred, the home operating system that is making the luxury of help affordable. Hello Alfred is one of the first companies in the on-demand economy 2.0, and under her direction the Alfred team has grown to 22 people in two cities and raised $12.5 million in VC funding in the past year. Prior to Hello Alfred, she worked at McKinsey, and before that, graduated from Harvard Business School with an M.B.A, and from Williams College with Honors in Economics.”

View The Initial Program Of Events for SMW New York

Social Media Week New York, now in it’s 8th year, brings together thousands of professionals in marketing, media and technology. We’re excited to announce the initial schedule and speaker lineup for SMW New York, which takes place this February 22-26.

Join us across our two official venues, and hear from organizations such as Ogilvy, Starcom MediaVest, MRY, Forbes, Mashable, MTV, The Economist, GE, Pinterest, Facebook, Snapchat, Twitter, Spotify and many more!

Register for SMW New York

If you’d like to hear from visionary speakers, and join the thousands of attendees that come to Social Media Week in New York each year, register today by purchasing your pass.

How New York’s Tech Growth is Outpacing Silicon Valley

While New York City may not be the number one tech hub in the U.S. right now, it could be soon. New York is uniquely positioned at the center of “hyphen tech,” having leveraged its place as a multi-dimensional world capital for business. Fin-tech, ad-tech, fashion-tech, retail-tech, art-tech and food-tech are all thriving in New York City, and as such, it is becoming an extremely desirable city to launch a startup.

And while New York is not catching up to Silicon Valley anytime soon, the city’s tech community is experiencing an unprecedented period of growth.

Money is pouring into the NYC tech sector, proven even yesterday when New York startups announced a total of $257.93 million in new funding in one day. Between 2009 and 2013, the amount of venture, angel and private equity money invested in New York startups increased by 200 percent, rising from $799 million to $3 billion. In comparison, Silicon Valley took in $11.4 billion in 2013, but only increased its funds raised by 110 percent.

In the first quarter of 2015, New York edged out California (for the first time) for the total number of startup funding applications. New York had a 22 percent increase in funding applications, advancing the city past its West Coast rival by 0.1 percent.

New York tech exits have also picked up in recent years, with the highest exit total of the past six years occurring last year. 2014 reached a six-year high with five IPOs. There has also been at least one VC-backed tech exit at a $1 billion valuation in each of the past three years. In 2013, Tumblr was acquired by Yahoo. In 2014, OnDeck Capital went public. In 2015, Etsy went public at a valuation of $1.7 billion, which was the largest IPO ever for a VC-backed New York tech company.

From 2009 to 2013, New York tech jobs increased by 33 percent, which was four times the job growth rate in the city’s other industries. This is indicative of New York’s relatively young presence in the tech world—more than 85 percent of the city’s tech companies and tech jobs were created over the past decade. In congruence with New York’s rising “hyphen tech” scene, there are about 150,000 technology jobs available in New York’s finance, healthcare and retail industries.

The average annual salary for high-tech workers was about $118,600 in 2012, whereas all other jobs in New York averaged out to about $79,500 yearly.

Data provided by the city of New York, CB Insights, and Forbes.

How To Thrive In The New Digital Economy

When Don Tapscott wrote The Digital Economy in 1994-95, The Digital Age was in its infancy. The pioneering Netscape Web browser 1.0 was in beta, websites didn’t do transactions, we all used dial-up modems, and smartphones didn’t exist. Google, YouTube, Netflix, Facebook, Twitter wouldn’t appear for many years.

Andy Thomas

Yet Tapscott’s analysis – raising issues such as networked business models, the impact of technology on privacy, the inevitable demand for corporate transparency, and the influence of new media on successive generations — deftly captured the many opportunities and challenges that lay in store for society. His pioneering term “digital economy” is now ubiquitous.

What is the status of today’s digital economy? What has actually occurred and where are we headed?

On Thursday February 26, join Tapscott as he reflects on the last 20 years and takes a reality check for the digital age, examining how networked intelligence destroys as it creates. Digital conglomerates like Google lead dozens of industries, doing a better job with a fraction of the employees. Networks like Uber, Lyft, and Airbnb hold the power to wipe out jobs in industries ranging from taxis to hotels. Data frackers like Facebook are acquiring vast treasure troves of data that position them to dominate multiple sectors.

Gain an even deeper understanding of technology’s impact on society at these #SMWNYC events:

Check out the latest lineup of incredible events here.

Get your pass today, and join us and our partners for what will be an extraordinary week of exploring our upwardly mobile, connected world. Grab your pass to get full access to SMWNYC!

Where Fashion And Technology Collide: A Talk With Meredith Kopit Levien, New York Times

After a flirtation that lasted over a decade, 2014 was the year when fashion and technology finally got hitched. Fashion labs incubated new approaches to shopping and design and technology realized that fashion is not so superficial when it can be used to make innovations like Google Glass desirable. It’s a marriage that showcases technology in a way that takes advantage of what fashion does best – inspire desire.

On Thursday February 26, Meredith Levien of the New York Times will invite a renown CEO from the luxury fashion industry (to be announced) to discuss how fashion is putting sexy back into technology and how technology is making fashion smarter.

Check out the latest lineup of speakers and events here, then get excited to join us for a week you won’t forget. Grab your pass to get full access to SMWNYC!

Beauty’s In The Eye Of The Blogger

This post is a series of blogs contributed by SMW NYC media partner Differences Magazine. To learn more about Differences Magazine and to see the original post by Jessica Bender, please click here

Our relationship with the concept of beauty is a complex one – one moment you feel like the most gorgeous person in the world, and the next you’re cowering in a corner because you’re so ashamed of how you look. On average, only four percent of people believe they’re beautiful, and most of the blame can be given to forms of media like Sports Illustrated’s annual swimsuit issue or plastic women dominating the airwaves. However, as discussed on February 15th at The Changing Face of Technology: Click Here for Beauty, social media is redefining what beauty is.

According to the panelists, platforms like blogging and social networks are breaths of fresh air when it comes to talking about beauty. “Social media can give you a clearer idea about what’s beautiful,” says Art Markman, professor of psychology and marketing at the University of Texas at Austin. “It gives people the opportunity to make them feel better about themselves…and provides the opportunity to think outside the box about beauty.”

beauty techFor a younger demographic, the opportunity to speak their minds about what’s beautiful is appreciated. “With younger [people],” Real Simple’s Beauty and Health Director Didi Gluck said, “there’s more acceptance of different standards of beauty because everybody has a voice where they can voice how they feel.”

Consumers typically find a community of their own to connect with, but beauty brands welcomes conversations about beauty and their products with open arms – in exchange for customer loyalty and future revenue. “The bloggers [who are avid consumers] who are taking over the online world tend to be normal women,” NewBeauty Magazine Editorial Video and Interactive Director Susan Yara begins. “They push the bottom line for a lot of brands…if they don’t trust or like you, they’re not going to buy from you.” More importantly, brands want to be a huge force on social networking sites like Twitter or Pinterest. For this very reason, Yara stresses, “Social media is making brands accountable, so [your brand doesn’t] want to be a bad boyfriend on social media.”

“A relationship with your neighborhood sells more than anything,” says Markman. “Brands have to develop a personality, so authenticity from top to bottom is key. [They] have to get out of the mode of constant advertising…[and] engage in real conversation [with their customer].”

Interview with Stephen Duncombe, SMWNYC Panelist for Literature Unbound

Stephen Duncombe is an Associate Professor at the Gallatin School and the Department of Media, Culture and Communications of New York University where he teaches the history and politics of media. He is the author of Dream: Re-Imagining Progressive Politics in an Age of Fantasy and Notes From Underground: Zines and the Politics of Underground Culture; co-author of The Bobbed Haired Bandit: Crime and Celebrity in 1920s New York; editor of the Cultural Resistance Reader and co-editor of White Riot: Punk Rock and the Politics of Race.  He writes on the intersection of culture and politics for a range of scholarly and popular publications, from the cerebral The Nation, to the prurient Playboy.

Stephen will speak at Literature Unbound: Radical Strategies for Social Literature at NYU during Social Media Week. I interviewed Stephen to learn more about his work and experiences.

What are the best ways for political activists to harness social media’s value?

There’s the obvious ways: using social media as a way to communicate better than we’ve been able todo before, reaching more people, with more information, faster, easier and cheaper. But what excites me most about the power of social media in activism is less how it is being used as a instrumental tool and more how it is had been integrated into on-the ground activist practice as a sort of social protocol. The organization of social media — distributed, participatory, individualized within the context of a collectivity — is being mirrored on the streets in the very social forms of the protests that are taking place: the largely leader-less, horizontally-organized, mass occupations of public space that are sweeping the world. Back in the 1960s the great critic Lionel Trilling called the demonstrations that were happening “Modernism in the Streets.” I think we could call what is happening around the world today “Internet in the Streets.”

Can you explain the ramifications that recent political uprisings aided by social media channels have had on the social media landscape as a whole, and particularly where restrictive governments reign?

I think the simplest answer to this is that restrictive governments have a hard time reigning-in Twitter and Facebook. They can try, and sometimes they succeed. Some governments, like China, are very good at these restrictions, but repressive governments are caught in a fundamental bind. The very tools of communications and networking that are essential for economic innovations and the wealth of the nation, can be — and are — also used for political innovations as well.

What is social literature?

This is what we’ll find out on February 14! Literature has always been social, that is: it’s a communication between an author and a reader. The development of print greatly expanded the range of this relationship — a writer in India could reach a reader in Canada, but it also restricted the sociality into a one-way communications: the author writes and the reader reads. With the digital revolution all this has changed. Since every digital device is both a receiver and a transmitter, the flow of communications can go both ways and, because these devices are networked, this conversation can be opened up to many others.

You created the Open Utopia, an open-access, open-source, web-based edition of Thomas More’s Utopia. What inspired this project?

A few years back I had the privilege of teaching a Fulbright seminar at Moscow State University on the topic of “political imagination.” In preparation for doing this, I re-read Thomas More’s 16th century classic Utopia. But when I did this I read a completely different book that what I had remembered reading in High School. This time I realized that what More was creating was less a authoritative plan of an alternative society and more an “imaginal machine” — a technology for stimulating the imagination of his readers. How he does this would take a long time to explain, but simply put, by creating an alternative world that he then names No-Place (which is what Utopia means in Greek), more pushes his readers to imagine what an alternative some-place might look like for themselves.

But More was stuck with the technology of his day: the printed page, and so his readers had to do all their imaginative work in their heads and as individuals. By creating an open-access, open-source, web-based edition of Thomas More’s Utopia, I’ve tried to “Open” up the book to the reader’s active participation. In my digital edition of Utopia readers become writers and editors and collaborators.  One of the ways they can do this is WikiTopia–a mediawiki on which people can draft their own ideal society, or collaborate with others in creating a collectively authored Utopia. And with a platform designed by the folks at the Institute for the Future of the Book called “Social Book,” visitors to Open Utopia can annotate and comment upon what More – or I – have written, and then share their comments with others. The idea here is to help people to imagine their own Utopias and share them with others, and not be content with an “authorized” Utopia, be it More’s or anyone else’s.

In what [other] ways does the internet honor the primary precept of Utopia — that is, that all property is common property?

I’ve always thought that it was ironic that a book about the abolition of private property was locked up in copyright. So in my mission to open up Utopia, I’ve created the only complete Creative Commons licenced English language edition of Utopia.  Most of the text I’ve taken from old translations that have passed into the public domain, but some of the letters I had newly translated from the original Latin into English specifically so I could enter them into the public domain.

Do you have any plans of giving another book the same treatment?

I don’t think so.  One of the great luxuries of my job as a tenured professor is I get to study and experiment…and then move on to study and experiment something else. But I do think some of the features of the Open Utopia — the rich media, the ability for readers to become writers, the shared annotations, the lack of a restrictive copyright — are going to be part of any and all books that we all “write” and “read” in this coming century.

With funding from the Open Societies Foundations, you co-created the School for Creative Activism in 2011, and you are presently Co-Director of the Center for Artistic Activism.  What are some of the projects you’ve been working on?

When I’m not mired deep in a historical text about Utopia, I’m trying to figure out ways in the present to create an alternative society for the future. The work we do at the Center for Artistic Activism and the School for Creative Activism is very much a part of this. We think activism is, or rather its should be, an art: it should be creative and it should be inspirational. So we work with grass-roots organizers to bring an artistic eye and a creative hand to their tactics, their strategies and their goal setting. We think you need to do this to be an effective activist in the 21st century. The first rule of guerrilla warfare is to know your terrain and use it to your advantage. Today’s political topography includes signs and symbols, stories ans spectacle, and an activist needs the creative weapons to fight on this terrain. But creativity in activism is also important for another reason: we have to be able to imagine a better world if we want to have any hope of changing this one.

 

Lisa Chau has been involved with Web 2.0 since graduate school at Dartmouth College, where she completed an independent study on blogging. She was subsequently highlighted as a woman blogger in Wellesley Magazine, published by her alma mater. Since 2009, Lisa has worked as an Assistant Director at the Tuck School of Business. In 2012, she launched GothamGreen212 to pursue social media strategy projects. You can follow her on twitter.

Spotlight on Nathaniel Perez, Head of Social Marketing at SapientNitro

Continuing our breakdown of local sponsors, we’re taking a deeper look at SapientNitro, an integrated marketing and technology company, building relationships between consumers and brands.

Nathaniel Perez, head of social marketing for SapientNitro, shares his insights on where marketing and technology are taking companies. He’ll also talk a little about how SapientNitro is challenging the way you look at education and just how they’ll be involving you in SMWNYC.

Read on, and keep up with this team on Facebook and Twitter.

How did SapientNitroSM get involved in Social Media Week? 
This is SapientNitro’s second year participating in Social Media Week NY and our first in DC, Miami, and San Francisco. The organic, collaborative approach of the festival draws people who are truly passionate about the space and are shaping its role for tomorrow. The quality of the content, the speakers, and the attendees is first class. But it’s the spirit and energy of the festival and the connections we make that bring us back.
 

SapientNitro has been involved with SMW NYC in the past and is continuing their involvement in SMW NYC’s Social & Environmental Change space. How is social change a part of your ethos/culture? 
SapientNitro has a human-centric mindset: from HR policies focused on human capital, to deep research skills in human-centered experience design and anthropology, to social experience. Our people are organically and heavily involved in social change and social good activities. In addition, we often takes on pro-bono work that is aimed at leveraging digital for social change, such as Malaria No More and Communication Shutdown (global autism campaign). We pride ourselves in having the heart to apply our digital skills to effect change. And we do so at SMW again, hoping to create change through a dialogue about the very things we do.
 

SapientNitro is a leader in integrated marketing & technology. What interesting trends are you seeing in this space and where do you see it going in the next few years? 
The next few years will not only be about harnessing Big Data, but about monetizing it. Transformation in the creative, social and digital media arenas will be required in order to make media much more reactive to trends, which we will soon be able to analyze in the moment. There will be a reversing of the social engagement model, widely moving from reactive to proactive models, with live insights always on tap.

http://www.youtube.com/watch?v=NwBaFqMcjmA

As an international brand, what differences do you see in these trends across cultural borders and how does Sapient incorporate this into your strategies?
Technology today is the expression of human and advertising behavior. As the technology and audience landscape vary dramatically across regions, we are seeing different patterns of digital and social ecosystem formation. We study human behavior across cultures, understanding the differences in passions and pathways to engagement. Once we understand what relevant technologies will lead to the expression of local behaviors, we can activate locally relevant strategies successfully. That being said, the trends we see are global. The approaches we envision to monetize them are also global. Different regions will however require implementations that are locally sensitive, especially to language, linguistics, media behavior, social networks, social data sources and technographics.
 

Can you give us a sneak peek at what SapientNitro has in store for SMW NYC? 
On Tuesday, Feb 14 we’ll be leading a discussion in the Social & Environmental Change hub about the Classroom of the Future. Through a series of group exercise, videos, and discussion around new ways to get students the resources they need, we’re going to ask these innovators to envision a futuristic classroom – and we’re going to ask you to help. By the end, we want everyone to have a vision of what a socially empowered, and more equal, educational system in American could look like.

On Thursday, Feb 16 in in the same hub, we’re going to bring history to life. We’ll assemble some of the voices of both Berkeley and Zuccotti Park and explore how technology has, or hasn’t, changed social mobilization and protest over the course of 40 years. We’ll look at images, video, hear stories from the protestors, as well as members of the media, to understand how much the dynamic of civic movements has been affected by the technology boom. We want good, healthy debate, so we’ll provide opportunities for our speakers to challenge and learn from each other, as well as from you.
 

What are you most looking forward to regarding participating in SMW NYC again? 
Creating experiences that spark dialogue and connections, long after the festival ends. (And, we admit, the closing party is a hoot.)