Every organisation is coming upon a crisis of value, yours too. And yet we’ve been content to use customer experience like cheap paint on a rickety old building, all too often investing in small ideas in service of the status quo. With entire enterprises vulnerable to being swept away, it’s time to blow up our definition of customer experience.

1. A Journey to Create
Value for this Woman
Re-inventing an Industry in Three Parts

2. Cheaper
Customer
Service
Better
Customer
Experience
More
Customer
Engagement

3. 3
2002

4. BRIGHT SHINY
THINGS
Technology

5. Community
Technology
Technology
Creative
Ecosystem
EXPLOSION OF
INNOVATION

6. ERP
Web
Telecom
ERP
Web
Telecom
Business
Data
Customer
Connection

7. cheaper

8. RECOVERING INTIMACY

9. FALLING
COSTS
Higher Intimacy

10. June 29
2007

11. Smart
Phone
Digital
Everything
App
Store
Smart
Phone
Digital
Everything
App
Store
Personal
Platform
Developer
Democracy
Rich
Content

12. better

13. Operational
Competence
Competitive
Advantage

17. FRICTIONLESS AIRPLANES

18. 18
BOUNDARY-FREE BANKING

19. BRIGHT SHINY
THINGS
Technology

20. Big
Data
Ubiquitous
Touch
Cloud
Big
Data
Ubiquitous
Touch
Cloud
Unlimited
Insight
Engage
Anywhere
Infinite
Toolkit

21. 21
Operational
Competence
Inventing
Value
Competitive
Advantage

22. more

23. COMPETING FOR YOUR HEALTH

24. 24

26. 26

27. 27

28. UBIQUITOUS TOUCH

29. Doctor
Nutritionist
Running Partner
Health Club
lululemon
The Dog
Organic Grocer
Nike| Mechanic | Department Store | Artist | Teacher | Ad
INFINITE TOOLKIT

30. Continuous intimate
engagement
Find a yoga class

31. dream
BIGGER
dreams

32. THE HEDGEHOG IS DEAD
Disrupters enter the
market better, cheaper
and more customized

34. BIG
DATA

36. 36
Phone – Reservations tonight
When? – after sunset
Weather – rain
Restaurant – lighting report
Closet – knows the dress
Time arrived home – in a rush
Right makeup choice
Mirror recognition / guidance
Dark table! / Sweat! UPDATE!

37. Big.Fast.
Devastating
Greatest Economic
Disruption of All Time
Richard Florida

40. Serial Value
Innovators
The time for transformation
is cut in half and still falling
Larry Downes / Paul Nunes

41. 41

42. 42
3 READS FOR CREATIVE MARKET DISRUPTION
Dan McClure
dmcclure@thoughtworks.com