From cUStomER                              To CusTOMer                            Peter Bogaards ~ 19 april 2012          ...
2woensdag 25 april 2012 ()
3woensdag 25 april 2012 ()
Disclaimer                                         4woensdag 25 april 2012 ()
A revolution is upon us                                                      5woensdag 25 april 2012 ()
6woensdag 25 april 2012 ()
7woensdag 25 april 2012 ()
8woensdag 25 april 2012 ()
Niclas Koppernigk (1473-1543)                                                            9woensdag 25 april 2012 ()
10woensdag 25 april 2012 ()
11woensdag 25 april 2012 ()
12woensdag 25 april 2012 ()
13woensdag 25 april 2012 ()
14woensdag 25 april 2012 ()
15woensdag 25 april 2012 ()
16woensdag 25 april 2012 ()
"Youve got to start with the customer              experience and work backwards to the              technology."         ...
The Jobsian Revolution                                                     18woensdag 25 april 2012 ()
"Meaning is the most important             dimension of the customer experience."             Nathan Shedroff             ...
Customer eXperience                                           20woensdag 25 april 2012 ()
21woensdag 25 april 2012 ()
"(...) we don’t really know people who              do Customer Experience, in fact, most              of us probably don’...
"User experience encompasses all aspects of the              end-users interaction with the company, its              serv...
Experience Strategy                                                  24woensdag 25 april 2012 ()
25woensdag 25 april 2012 ()
Responsibilities UX strategist        •      Define the UX vision.        •      Create UX strategies.        •      Advan...
Service Design                                             27woensdag 25 april 2012 ()
"The service design folks understand              that good experiences require unity              from all aspects of an ...
29woensdag 25 april 2012 ()
Customer Experience                                             30woensdag 25 april 2012 ()
Some UX magic words                accessibility ~ agile ~ architecture ~ compelling ~             content ~ content manag...
Some CX magic words              conversion ~ customer call centre ~ customer care ~               customer excellence ~ c...
33woensdag 25 april 2012 ()
34woensdag 25 april 2012 ()
Design                            Culture                            Strategy                            Governance       ...
Design < UX design                            Culture < Design thinking                            Strategy < Experience s...
Challenges & Next steps                                         37woensdag 25 april 2012 ()
Thank you!                            about.me/peterbogaards                                                     38woensda...
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Customer experience: The natural ally for UX in business

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Deck of the talk I gave at the Polish IA Summit in Warsaw (April 19, 2012).
See also the related article at http://informaat.com/blog/customer-experience-the-natural-ally-for-ux-in-business.php

Published in: Design, Business, Technology
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  • Peter, Nice play with words! You may be interested in the Creative Diagram Contest by Presentation-Process to makeover a boring slide into a visual one and tell us how you did it. Find details and Participate here: http://www.presentation-process.com/creative-powerpoint-diagram-contest.html
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Customer experience: The natural ally for UX in business

  1. 1. From cUStomER To CusTOMer Peter Bogaards ~ 19 april 2012 Informaat experience design 1woensdag 25 april 2012 ()
  2. 2. 2woensdag 25 april 2012 ()
  3. 3. 3woensdag 25 april 2012 ()
  4. 4. Disclaimer 4woensdag 25 april 2012 ()
  5. 5. A revolution is upon us 5woensdag 25 april 2012 ()
  6. 6. 6woensdag 25 april 2012 ()
  7. 7. 7woensdag 25 april 2012 ()
  8. 8. 8woensdag 25 april 2012 ()
  9. 9. Niclas Koppernigk (1473-1543) 9woensdag 25 april 2012 ()
  10. 10. 10woensdag 25 april 2012 ()
  11. 11. 11woensdag 25 april 2012 ()
  12. 12. 12woensdag 25 april 2012 ()
  13. 13. 13woensdag 25 april 2012 ()
  14. 14. 14woensdag 25 april 2012 ()
  15. 15. 15woensdag 25 april 2012 ()
  16. 16. 16woensdag 25 april 2012 ()
  17. 17. "Youve got to start with the customer experience and work backwards to the technology." Steve Jobs 17woensdag 25 april 2012 ()
  18. 18. The Jobsian Revolution 18woensdag 25 april 2012 ()
  19. 19. "Meaning is the most important dimension of the customer experience." Nathan Shedroff 19woensdag 25 april 2012 ()
  20. 20. Customer eXperience 20woensdag 25 april 2012 ()
  21. 21. 21woensdag 25 april 2012 ()
  22. 22. "(...) we don’t really know people who do Customer Experience, in fact, most of us probably don’t even know they exist and will be immediately sceptical upon discovering them." Leisa Reichelt 22woensdag 25 april 2012 ()
  23. 23. "User experience encompasses all aspects of the end-users interaction with the company, its services, and its products." Nielsen Norman Group "Customer experience is the perception that customers have of their interactions with an organization." Bruce Temkin 23woensdag 25 april 2012 ()
  24. 24. Experience Strategy 24woensdag 25 april 2012 ()
  25. 25. 25woensdag 25 april 2012 ()
  26. 26. Responsibilities UX strategist • Define the UX vision. • Create UX strategies. • Advance the UX practice within a company. • Work across business units and departments. • Analyze quantitative and qualitative user research. • Synthesize customer data from many sources to identify opportunities and recommend design directions. • Identify user requirements to shape and prioritize feature sets. • Connect design strategy to business results. • Produce a UX roadmap. 26woensdag 25 april 2012 ()
  27. 27. Service Design 27woensdag 25 april 2012 ()
  28. 28. "The service design folks understand that good experiences require unity from all aspects of an experience, not just the cool digital stuff." Samantha Starmer 28woensdag 25 april 2012 ()
  29. 29. 29woensdag 25 april 2012 ()
  30. 30. Customer Experience 30woensdag 25 april 2012 ()
  31. 31. Some UX magic words accessibility ~ agile ~ architecture ~ compelling ~ content ~ content management ~ deliverables ~ design ~ design thinking ~ desirable ~ empathy ~ findability ~ interaction ~ navigation ~ patterns ~ personas ~ process ~ prototypes ~ research ~ scenarios ~ search ~ swimming lanes ~ usability ~ useful ~ user-centered ~ web governance ~ wireframes 31woensdag 25 april 2012 ()
  32. 32. Some CX magic words conversion ~ customer call centre ~ customer care ~ customer excellence ~ customer focus ~ customer intelligence ~ customer loyalty ~ customer relationship ~ customer satisfaction ~ customer service ~ customer value ~ Net Promotor Score ~ voice of the customer 32woensdag 25 april 2012 ()
  33. 33. 33woensdag 25 april 2012 ()
  34. 34. 34woensdag 25 april 2012 ()
  35. 35. Design Culture Strategy Governance Measurement Customer understanding 35woensdag 25 april 2012 ()
  36. 36. Design < UX design Culture < Design thinking Strategy < Experience strategy Governance < Web governance Measurement < Analytics Customer understanding < User/Design research 36woensdag 25 april 2012 ()
  37. 37. Challenges & Next steps 37woensdag 25 april 2012 ()
  38. 38. Thank you! about.me/peterbogaards 38woensdag 25 april 2012 ()

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