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The rate of industry disruption is increasing.
Have you noticed?
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@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts
• The mechanics of digitaldisruption, and how to catch this wave.
• It is the best route tobusiness impact.
• Steps to build a unified approach to customer experience.
@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts
@ISITE_Design@UsefulArts
http://solutions.forrester.com/disruption
@ISITE_Design@UsefulArts
Invention brings biggest wins
@ISITE_Design@UsefulArts
Benefits of positive experiences
http://www.watermarkconsult.net/blog/2012/02/01/the-roi-of-a-great-customer-experience/
@ISITE_Design@UsefulArts
Measure Customer Value
• CLTV –Duration (relationship retention)– Value (funnel value)– Efficiency (cost of sale)– Amplification (referral)
@ISITE_Design@UsefulArts
AIM Digital Experience Framework
Align
Corporate• Goals & brand• Competition• Team & culture• Content• Technology• Success
metrics
Customers• Brand perception• Needs & motives• Expectations
Artifacts• Personas• Journey Maps• Strategic Brief
@ISITE_Design@UsefulArts
7 gates to change digital experience
Digital Experience
Vision
Culture &Governance
Technology
Data &OptimizationContent
OperationsPlan
Customer Insight
@ISITE_Design@UsefulArts
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