blowing up customer engagement | dan mcclure, innovation design practice lead, thoughtworks
DESCRIPTION
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.TRANSCRIPT
A Journey to Create Value for this Woman Re-inventing an Industry in Three Parts
Cheaper
Customer Service
Better
Customer Experience
More
Customer Engagement
3 2002
BRIGHT SHINY THINGS
Technology
Community
Technology
Technology
Creative Ecosystem
EXPLOSION OF INNOVATION
ERP
Web
Telecom
ERP
Web
Telecom
Business Data
Customer Connection
cheaper
RECOVERING INTIMACY
FALLING COSTS
Higher Intimacy
June 29 2007
Smart Phone
Digital Everything
App Store
Smart Phone
Digital Everything
App Store
Personal Platform
Developer Democracy
Rich Content
better
Operational Competence
Competitive Advantage
FRICTIONLESS AIRPLANES
18
BOUNDARY-FREE BANKING
BRIGHT SHINY THINGS
Technology
Big Data
Ubiquitous Touch
Cloud
Big Data
Ubiquitous Touch
Cloud
Unlimited Insight
Engage Anywhere
Infinite Toolkit
21
Operational Competence
Inventing Value
Competitive Advantage
more
COMPETING FOR YOUR HEALTH
24
26
27
UBIQUITOUS TOUCH
Doctor
Nutritionist
Running Partner
Health Club
lululemon The Dog
Organic Grocer
Nike| Mechanic | Department Store | Artist | Teacher | Advisor | Golf Pro | Health Club | Doctor | Organic Grocer | The Dog | Running Partner | Nutritionist | lululemon
INFINITE TOOLKIT
Continuous intimate engagement
Find a yoga class
dream BIGGER
dreams
THE HEDGEHOG IS DEAD Disrupters enter the
market better, cheaper and more customized
BIG DATA
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!
Big.Fast. Devastating
Greatest Economic Disruption of All Time Richard Florida
Serial Value Innovators
The time for transformation is cut in half and still falling Larry Downes / Paul Nunes
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