Remarkable Experiences- Billy Seabrook, Citi
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Transcript of Remarkable Experiences- Billy Seabrook, Citi
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Billy Seabrook| Citi | @billyseabrook
Remarkable Experiences
October 2, New York City
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Customer experience =
Value exchange
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The Cx Continuum
Ordinary !!Transactional
Remarkable !!
Relational
Value
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Purpose Intelligence
Trust
Value
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PurposeGood
business
IntelligenceFootprint
Chronicles
Trust Ironclad
guarantee
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PurposeReliable
efficiency
IntelligencePredicting demand
Trust Rating
systems
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Purpose Neighborly
love
Intelligence win-win search
Trust $1,000,000
host guarantee
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Purpose Enabling progress
IntelligenceFinancial
Graph
Trust Secure Identity
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Getting the right people and the right chemistry is more important than getting the right idea.
!Ed Catmull, Pixar
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Team Lead
Producer
Strategist
Architect
Writer
Engineer
Designer
Agile Pods
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Iterate !
Test and learn,measurement and
analysis, opportunity identification
Implement !
Detailed design,development,
user testing anddeployment
Ideate !
Divergent andconvergent thinking,
multimedia sketching,and prototyping
Investigate !
User research,insight gathering, journey mapping
and briefingOpp
ortu
nity
Design Thinking
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Global Studio Network
HUB
HUB
HUBHUB
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Design > De$ign
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Good Design IsGood Business.
!Thomas Watson, IBM, ~ 1950
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Billy Seabrook| Citi | @billyseabrook
Thank You
October 2, New York City