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A Journey to Create
Value for this Woman
Re-inventing an Industry in Three Parts
Cheaper
Customer
Service
Better
Customer
Experience
More
Customer
Engagement
3
2002
BRIGHT SHINY
THINGS
Technology
Community
Technology
Technology
Creative
Ecosystem
EXPLOSION OF
INNOVATION
ERP
Web
Telecom
ERP
Web
Telecom
Business
Data
Customer
Connection
cheaper
RECOVERING INTIMACY
FALLING
COSTS
Higher Intimacy
June 29
2007
Smart
Phone
Digital
Everything
App
Store
Smart
Phone
Digital
Everything
App
Store
Personal
Platform
Developer
Democracy
Ri...
better
Operational
Competence
Competitive
Advantage
FRICTIONLESS AIRPLANES
18
BOUNDARY-FREE BANKING
BRIGHT SHINY
THINGS
Technology
Big
Data
Ubiquitous
Touch
Cloud
Big
Data
Ubiquitous
Touch
Cloud
Unlimited
Insight
Engage
Anywhere
Infinite
Toolkit
21
Operational
Competence
Inventing
Value
Competitive
Advantage
more
COMPETING FOR YOUR HEALTH
24
26
27
UBIQUITOUS TOUCH
Doctor
Nutritionist
Running Partner
Health Club
lululemon
The Dog
Organic Grocer
Nike| Mechanic | Department Store | Artis...
Continuous intimate
engagement
Find a yoga class
dream
BIGGER
dreams
THE HEDGEHOG IS DEAD
Disrupters enter the
market better, cheaper
and more customized
BIG
DATA
36
Phone – Reservations tonight
When? – after sunset
Weather – rain
Restaurant – lighting report
Closet – knows the dress
...
Big.Fast.
Devastating
Greatest Economic
Disruption of All Time
Richard Florida
Serial Value
Innovators
The time for transformation
is cut in half and still falling
Larry Downes / Paul Nunes
41
42
3 READS FOR CREATIVE MARKET DISRUPTION
Dan McClure
dmcclure@thoughtworks.com
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
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 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.

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

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