customer experience a new model to accelerate your digital ... · 98% impacted by digital...
TRANSCRIPT
0 copy Copyright 2017 FUJITSUcopy Copyright FUJITSU 2017
Customer Experience Why and how it drives your growth strategy - a new model to accelerate your Digital Transformation
Fujitsu World Tour 2017
1 copy Copyright 2017 FUJITSU
2 copy Copyright 2017 FUJITSU
ldquoBusiness is an exchange of value for experiencerdquo
2 Copyright 2017 FUJITSU
3 copy Copyright 2017 FUJITSU
but Customer Experience isnrsquot often central to business decisions
Customer options were limited so they put up with poor experiences
Organisations have been organised by what they do not what customers want
Customer experience is viewed as ethereal difficult to define or measure with granularity (and whatrsquos measured matters)
Easier to focus on short-term revenue and profit rather than the reason these even exist
No role fully responsible for this
4 copy Copyright 2017 FUJITSU
From last year Patrick Smith (see Fujitsu Forum YouTube)
Business
Data
Applications
Technology
CIO
Digital
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
1 copy Copyright 2017 FUJITSU
2 copy Copyright 2017 FUJITSU
ldquoBusiness is an exchange of value for experiencerdquo
2 Copyright 2017 FUJITSU
3 copy Copyright 2017 FUJITSU
but Customer Experience isnrsquot often central to business decisions
Customer options were limited so they put up with poor experiences
Organisations have been organised by what they do not what customers want
Customer experience is viewed as ethereal difficult to define or measure with granularity (and whatrsquos measured matters)
Easier to focus on short-term revenue and profit rather than the reason these even exist
No role fully responsible for this
4 copy Copyright 2017 FUJITSU
From last year Patrick Smith (see Fujitsu Forum YouTube)
Business
Data
Applications
Technology
CIO
Digital
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
2 copy Copyright 2017 FUJITSU
ldquoBusiness is an exchange of value for experiencerdquo
2 Copyright 2017 FUJITSU
3 copy Copyright 2017 FUJITSU
but Customer Experience isnrsquot often central to business decisions
Customer options were limited so they put up with poor experiences
Organisations have been organised by what they do not what customers want
Customer experience is viewed as ethereal difficult to define or measure with granularity (and whatrsquos measured matters)
Easier to focus on short-term revenue and profit rather than the reason these even exist
No role fully responsible for this
4 copy Copyright 2017 FUJITSU
From last year Patrick Smith (see Fujitsu Forum YouTube)
Business
Data
Applications
Technology
CIO
Digital
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
3 copy Copyright 2017 FUJITSU
but Customer Experience isnrsquot often central to business decisions
Customer options were limited so they put up with poor experiences
Organisations have been organised by what they do not what customers want
Customer experience is viewed as ethereal difficult to define or measure with granularity (and whatrsquos measured matters)
Easier to focus on short-term revenue and profit rather than the reason these even exist
No role fully responsible for this
4 copy Copyright 2017 FUJITSU
From last year Patrick Smith (see Fujitsu Forum YouTube)
Business
Data
Applications
Technology
CIO
Digital
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
4 copy Copyright 2017 FUJITSU
From last year Patrick Smith (see Fujitsu Forum YouTube)
Business
Data
Applications
Technology
CIO
Digital
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
5 copy Copyright 2017 FUJITSU
Customer Experience is the driver for Digital
Business
Data
Applications
Technology
CIO
Digital
Dig
ital
Digital strategy
CEO CMO COO
Cust
omer
Ex
peri
ence
Cust
omer
En
gag
emen
t
Cust
omer
Jou
rney
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
6 copy Copyright 2017 FUJITSU
Our survey sayshellip
said their organisation has already been impacted by digital disruption98
75
92
58
67
believe their sector will fundamentally change over the next 5 years
believe their organisations need to evolve to thrive in a digitally disrupted world
cite digital disruption as the biggest business challenge they currently face
want their organisation to move faster when it comes to digital disruption
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
7 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
CX Model
7 Copyright 2017 FUJITSU
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
8 copy Copyright 2017 FUJITSU
Do I always get the advice I need here
8 Copyright 2017 FUJITSU
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
9 copy Copyright 2017 FUJITSU
InformedlsquoKnow whatIrsquom gettingrsquo
UninformedlsquoDonrsquot know what
Irsquom gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
9 Copyright 2017 FUJITSU
CX Model
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
10 copy Copyright 2017 FUJITSU
Logic goes out the window
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
11 copy Copyright 2017 FUJITSU
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
12 copy Copyright 2017 FUJITSU
Who is this for
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
13 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Imagine ahellip hellipfor people like me
BankUtility ProviderTransport CompanyInsurance Company
13 copy Copyright 2017 FUJITSU
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
14 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
14 Copyright 2017 FUJITSU
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
15 copy Copyright 2017 FUJITSU
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
16 copy Copyright 2017 FUJITSU
InformedlsquoKnow what Irsquom
gettingrsquo
UninformedlsquoDonrsquot know what Irsquom
gettingrsquo
Visible need
Invisible need
PriceConvenience
Assurance
AdviceTrust
Listening
IdentityBelonging
Reassurance
CuriosityDiscoveryDelight
CX Model
lsquoDid you find what you were
looking forrsquo
lsquoDid you get the advice you neededrsquo
lsquoWould you like to be invited to
our eventsrsquo
lsquoDid you see anything new
that was interestingrsquo
16 Copyright 2017 FUJITSU
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
17 copy Copyright 2017 FUJITSU
When you pause rewind or fast forward
What day you watch content (Netflix has found people watch TV shows during the week and movies duringthe weekend)
The date you watch
What time you watch content
Where you watch (zip code)
What device you use to watch (do you like to use your tablet for TV shows and your Roku for movies Do people access the Just for Kids feature more on their iPads etc)
When you pause and leave content (and if you ever come back)
The ratings given (about 4 million per day)
Searches (about 3 million per day)
Browsing and scrolling behaviour
How many episodes you need to watch to get lsquohookedrsquo
Favourite actors and directors
Behavioural data drives Netflixrsquos growth
Can safely bet $6Bn per year on developing own content could you
NETFLIX0
50
100
13Q1 13Q2 13Q3 13Q4 14Q1 14Q2 14Q3 14Q4 15Q1 15Q2 15Q3 15Q4
Netflix streaming subscriber growth 2013 to 2015 (millions)
US Streamers International Streamers copy nScreenMedia 2016
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
18 copy Copyright 2017 FUJITSU
Data enables service providers to drive
Real-time personalised messaging and recommendations to drive customer satisfaction and retention
Personalised Experience
Automation of processes and real-time self-service options
Understanding and prediction of demand peaks and troughs for particular services and underlying infrastructure
Understanding of failure demand
OperationalEfficiency
Investments in fulfilment centres channels and Amazon Prime based on customer data
House of Cards $100m investment Netflix outbid HBO due to a better understanding of customer value
Informed Investments in new Capabilities
and Customer Propositions
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
19 copy Copyright 2017 FUJITSU
We can do the samehellip
Dashboard shows critical statistics about in-store customer engagement in a single
view average dwell time customer conversion rates store traffic by customer type new vs repeat visitors and engagement level by department or zone
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
20 copy Copyright 2017 FUJITSU
Behavioural Insight and Real-time Action
Marketing
Operations
Management
Customer Service
Any Online or Offline trigger
Relevant personalised
message or update
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
21 copy Copyright 2017 FUJITSU
Life is simple
People care
For more contact
jatsahiukfujitsucom
Twitter Sahi Jat
Human-centric innovation needs to deliver
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
22 copy Copyright 2017 FUJITSU
Diagnose where you are where competitors are and where you want to be
Make sure that board level understand this
Define your metrics for the CX quadrants and how you will gather data
Understand the capabilities you will need to build for your mix of CX
For more contact jatsahiukfujitsucom | Twitter Sahi Jat
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
23 copy Copyright 2017 FUJITSU
Fujitsu Sans Light ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacutethorn
yumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789
notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucircuumlyacute
thornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl
Fujitsu Sans Medium ndash abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 notrdquopound$^amp()_+-=[]rsquo~ltgt| copyuml~iexclcentcurrenyenbrvbarsectumlordflaquoraquonot-
regmacrdegplusmnsup2sup3microparamiddotcedilsup1ordmfrac14frac12frac34iquestAgraveAacuteAcircAtildeAumlAringCcedilEgraveAEligEacuteEcircEumlIgraveIacuteIcircIumlETHNtildeOgraveOacuteOcircOtildeOumltimesOslashUgraveUacuteUcircUumlYacuteTHORNszligagraveaacuteacircatildeaumlaringaeligccedilegraveeacuteecirceumligraveiacuteicirciumlethntildeograveoacuteocircotildeoumldivideoslashugraveuacuteucirc
uumlyacutethornyumlĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝-‒ndashmdash―lsquorsquosbquoldquordquobdquodaggerDaggerbullhellippermillsaquorsaquoolinefrasl⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉eurotradeΩrarrpart∆prodsumminusradicinfinintasympnelegesdotlozfifl