The human touch

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The human touch

  1. 1. The human touch: how innovation leads to exceptional customer experience Cris Beswick & Derek Bishop ECEW 2013: Cris Beswick & Derek Bishop
  2. 2. ECEW 2013: Cris Beswick & Derek Bishop
  3. 3. Source: UK Customer Satisfaction Index – executive summary January 2013 ECEW 2013: Cris Beswick & Derek Bishop Satisfaction’s what you need… ASOS John Lewis 1st Direct Waitrose Amazon ?
  4. 4. ECEW 2013: Cris Beswick & Derek Bishop Where’s the human touch…
  5. 5. ECEW 2013: Cris Beswick & Derek Bishop Make it personal…
  6. 6. ECEW 2013: Cris Beswick & Derek Bishop Where’s the human touch…
  7. 7. ECEW 2013: Cris Beswick & Derek Bishop What’s the next wave… PRODUCT Industrial SERVICES Information EXPERIENCES Innovation
  8. 8. ECEW 2013: Cris Beswick & Derek Bishop 21st Century competitive advantage is no longer about ‘What’ you do, it’s about ‘HOW’ you do it!
  9. 9. ECEW 2013: Cris Beswick & Derek Bishop Where’s the human touch…
  10. 10. ECEW 2013: Cris Beswick & Derek Bishop Make it human…
  11. 11. ECEW 2013: Cris Beswick & Derek Bishop EMPLOYEE EXPERIENCE CUSTOMERCOMPANY The balance of power…
  12. 12. 81%Of companies in the UK recognise that ‘understanding the viewpoint of the customer’ will lead to improved performance. ECEW 2013: Cris Beswick & Derek Bishop Source: ROI on Customer Service Survey 2011 Where to focus…
  13. 13. We understand that in order to turn our customers into fans of O2, we also need to turn our people into fans. ECEW 2013: Cris Beswick & Derek Bishop “ “ Ian Ruddy – Head of HR Shared Services for O2
  14. 14. ECEW 2013: Cris Beswick & Derek Bishop
  15. 15. ECEW 2013: Cris Beswick & Derek Bishop
  16. 16. ECEW 2013: Cris Beswick & Derek Bishop
  17. 17. ECEW 2013: Cris Beswick & Derek Bishop Option… Option… Option… What’s best for the customer…
  18. 18. ECEW 2013: Cris Beswick & Derek Bishop We think the future looks something like this… INSIGHT COLLABORATION AGILITY+ + NEXT GENERATION CUSTOMER EXPERIENCE=
  19. 19. ECEW 2013: Cris Beswick & Derek Bishop The leadership challenge… MANAGE THE FUTURE MANAGE THE PRESENT
  20. 20. ECEW 2013: Cris Beswick & Derek Bishop The dual operating system… MANAGE THE PRESENT (Maintain consistency and continuously improve) MANAGE THE FUTURE (Encourage flexibility, experimentation, change and respond with agility to radical shifts)
  21. 21. ECEW 2013: Cris Beswick & Derek Bishop Aligned behaviours… CUSTOMER EXPERIENCE INNOVATION CULTURE
  22. 22. ECEW 2013: Cris Beswick & Derek Bishop Understanding…
  23. 23. ECEW 2013: Cris Beswick & Derek Bishop Opportunities…
  24. 24. ECEW 2013: Cris Beswick & Derek Bishop Personalisation…
  25. 25. ECEW 2013: Cris Beswick & Derek Bishop LOVE DESIREENVY Our People Our Customers Our Competitors Differentiation Innovation Performance Emotional drivers...
  26. 26. Thank You ECEW 2013: Cris Beswick & Derek Bishop Cris Beswick cris@crisbeswick.com www.crisbeswick.com Derek Bishop derek.bishop@cultureconsultancy.com www.cultureconsultancy.com

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