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Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
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Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks

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Every organisation is coming upon a crisis of value, yours too. And yet we’ve been content to use customer experience like cheap paint on a rickety old building, all too often investing in small ideas …

Every organisation is coming upon a crisis of value, yours too. And yet we’ve been content to use customer experience like cheap paint on a rickety old building, all too often investing in small ideas in service of the status quo. With entire enterprises vulnerable to being swept away, it’s time to blow up our definition of customer experience.

Published in: Technology, Business, Education

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  • 1. A Journey to Create Value for this Woman Re-inventing an Industry in Three Parts
  • 2. Cheaper Customer Service Better Customer Experience More Customer Engagement
  • 3. 3 2002
  • 4. BRIGHT SHINY THINGS Technology
  • 5. Community Technology Technology Creative Ecosystem EXPLOSION OF INNOVATION
  • 6. ERP Web Telecom ERP Web Telecom Business Data Customer Connection
  • 7. cheaper
  • 8. RECOVERING INTIMACY
  • 9. FALLING COSTS Higher Intimacy
  • 10. June 29 2007
  • 11. Smart Phone Digital Everything App Store Smart Phone Digital Everything App Store Personal Platform Developer Democracy Rich Content
  • 12. better
  • 13. Operational Competence Competitive Advantage
  • 14. FRICTIONLESS AIRPLANES
  • 15. 18 BOUNDARY-FREE BANKING
  • 16. BRIGHT SHINY THINGS Technology
  • 17. Big Data Ubiquitous Touch Cloud Big Data Ubiquitous Touch Cloud Unlimited Insight Engage Anywhere Infinite Toolkit
  • 18. 21 Operational Competence Inventing Value Competitive Advantage
  • 19. more
  • 20. COMPETING FOR YOUR HEALTH
  • 21. 24
  • 22. 26
  • 23. 27
  • 24. UBIQUITOUS TOUCH
  • 25. Doctor Nutritionist Running Partner Health Club lululemon The Dog Organic Grocer Nike| Mechanic | Department Store | Artist | Teacher | Ad INFINITE TOOLKIT
  • 26. Continuous intimate engagement Find a yoga class
  • 27. dream BIGGER dreams
  • 28. THE HEDGEHOG IS DEAD Disrupters enter the market better, cheaper and more customized
  • 29. BIG DATA
  • 30. 36 Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!
  • 31. Big.Fast. Devastating Greatest Economic Disruption of All Time Richard Florida
  • 32. Serial Value Innovators The time for transformation is cut in half and still falling Larry Downes / Paul Nunes
  • 33. 41
  • 34. 42 3 READS FOR CREATIVE MARKET DISRUPTION Dan McClure dmcclure@thoughtworks.com

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