Presentación utilizada por Lior Arussy, Acelerador de estrategias y escritor. Fundador de Strativity durante su ponencia en el VII Congreso DEC

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WE ARE FLAT HUNTER
YOU WISH? WE FIND!
P A R I S & S U B U R B A R E A
Home Catcher PARIS
is member of FNCI
WEBSITE
www.homecatcher.paris
REAL ESTATE ID CARD
CPI 9201 2019 000 040
389
Customer Experience
2020 Reflection and Predictions
1

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The Evolution of Customer Experience 2000-2020
2000 2007 2012 2015 2025 2030
CX - Service
Customer
experience in
Contact Centers
CX - Process
Process redesign
Omni Channel
Journeys
CX - Emotions
Employees
Experience
Emotional
Engagement
CX - Digital
Digital
Transformation

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Winners
 Awareness is growing
 Senior management is
involved
 Process improvement
 Digital transformation
 NPS as a measure
 Employees training
Losers
 Not yet a central strategy
 Senior management not leading
 Not growth driven
 Digital – human fusion
 Retention and ROI should be
measured
 Sustainability a challenge
CX to date – winners
& losers

5. Welcome To The
Post Covid 19
Consumers
Transformation Strategy Development
◉ I am digital
◉ I am empowered to live
my purpose
◉ I am creative to be self
sustaining
◉ I explore my options constantly
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6. THE ANSWER
IS
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YES!WHAT IS THE QUESTION?

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The Value Evolution
Purpose
Parity Line
2000 - Today
Next
1990 – 2000
1900 – 1990
Why?
Life
Partner
Mutual
Perception How? Delighte
r
Reciprocal
Process When?
Service
Provider
We To You
Product What?
Preferred
Vendor
We To You
How do we
differentiate?
What are we
solving for?
What is
our role?
What is
our role?

8. Empower To Exceed™
The Science and Art of Creating Customers
Accomplishment
LEARN MORE
EMPOWER
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The Evolution of Customer Experience 2000-
2030
2000 2007 2012 2015 2025 2030
CX - Digital
Digital
Transformation
CX for You
Extreme
Personalization
CX Driven by
You
Consumer as a
Brand
CX - Service
Customer
experience in
Contact
Centers
CX - Process
Process
redesign
Omni Channel
Journeys
CX - Emotions
Employees
Experience
Emotional
Engagement

10. Empower To Exceed™
☑ Revise the vision
☑ Listen to changes
☑ Assess the journey
☑ Design to empower
☑ Learn to exceed
☑ Act with agility
☑ Mange dynamic relationships
☑ Measure Accomplishments
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The New Toolkit
CX as a customer Brand
1. Anticipatory
2. Agile and Adaptable
3. Augment Desires
4. Available 24/7
5. Always Relevant

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Focus on Profitability –
Customer Potential Maximization
1. Manage to the total value available
2. Initial purchase + future purchase (# of years) +
cross sell to product portfolio minus cost of
acquisition and service
3. = total customer potential
4. Customer potential Maximization – CPM - % of
customer value maximization

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The New Manifesto
I will be there for you
When you need it
Where you need it
With what you need
Before you ask
I Will empower you to exceed your
expectations

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THANK YOU
Customer Experience 2020
Reflection and Predictions
Transformation Strategy Development
@LiorStrativity
lior@liorarussy.com
www.LiorArussy.com