Trends as Opportunities for Customer 3.1
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My presentation for Customer 3.1 conference, looking at global and domestic trends in customer experience, as well as the things we are seeing in our projects at DNA.
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Trends as Opportunities for Customer 3.1
- 1. TRENDSAS OPPORTUNITIES Customer 3.1 | May 2015
- 2. Chris Jackson Service Design Lead DNA www.dna.co.nz @northwardsds Slides on ConfereNZ & Slideshare
- 3. BY2020CXWILL OVERTAKEPRICE ANDPRODUCTAS THEKEYBRAND DIFFERENTIATOR. – Customers 2020 Report, Walker Information
- 4. TRENDS “Fashion is a form of ugliness so intolerable that we have to alter it every six months.” – Oscar Wilde
- 7. UX A persons perception and responses that result from the use or anticipated use of a product, service or system. – ISO 9421 UX
- 8. UXvsCX A persons perception and responses that result from the use or anticipated use of a product, service or system. – ISO 9421 Customer experience (CX) is the sum of all experiences at various touchpoints a customer with a supplier of goods and/or services, over the duration of their relationship with that supplier. – Wikipedia UX CX
- 9. UXvsCXvsSD A persons perception and responses that result from the use or anticipated use of a product, service or system. – ISO 9421 Customer experience (CX) is the sum of all experiences at various touchpoints a customer with a supplier of goods and/or services, over the duration of their relationship with that supplier. – Wikipedia Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. – SDN UX CX SD
- 12. Kerry Bodine – Forrester CX SD UX
- 15. FULLSTACK
- 17. “...Customer experience knowledge will be required at higher levels in every position in the organization. This will come in the form of education, skills training, support, enhanced data, expanded partnerships and a new focus on innovative design skills and talent.” - Diane Magers, AT&T
- 19. MENTORING
- 21. “By extension, companies will look to identify the customer experience skillset in recruiting new employees.” - James Ainsworth, SDL
- 29. RED ASSOCIATES
- 30. ETHNOGRAPHY
- 31. “The jobs that customers are trying to get done cannot be deciphered from purchased databases in the comfort of marketers’ offices. It requires watching, participating, writing and thinking. It entails knowing where to look, what to look for, how to look for it and how to interpret what you find.” - Clayton Christensen, Harvard Business School
- 33. MEANING IDENTITY EMOTION PRICE FUNCTION Quantitative Qualitative TOTAL VALUE - Nathan Shedroff, CAA
- 35. KPI’S
- 36. DATA DRIVEN#6
- 37. SENSEMAKE
- 38. JOBS
- 40. TALKING THINGS#7
- 41. HYPECYCLEFOREMERGINGTECHNOLOGIES,2013 TECHNOLOGY TRIGGER EXPECTATIONS TIME PEAK OF INFLATED EXPECTATIONS TROUGH OF DISILLUSIONMENT SLOPE OF ENLIGHTENMENT PLATEAU OF PRODUCTIVITY Speech Recognition Big Data Mobile Health Monitoring Smart Robots Smart Workspace INTERNET OF THINGS
- 45. SECURITY
- 47. SOCIAL CRM#8
- 48. VIRGINTRAINS
- 49. REALTIME
- 52. MULTI CROSS OMNI
- 53. Multi-channel strategies were developed to support the same transaction and communication in each channel. Now organisations are getting to grips with cross- channel experiences, where customers interact seamlessly with the organisation in the channel of their choice. In Omni-channel customers engage organisations across multiple channels, platforms and media – sometimes all at the same time – where no one organisation is in control. – LIVE | WORK
- 54. ARLANDA EXPRESS
- 55. BEAUTIFUL SEAMS
- 56. CONCLUSION
- 57. “Brands must use customer data (with permission), new technologies, and old-fashioned, people-powered customer service to make sure the 2015 customer experience is personal, painless and contextualized across all channels.” – Max Luthy, Trendwatch
- 58. “Results are gained by exploiting opportunities, not by solving problems.” – Peter Drucker