Orchestrating 

Touchpoints

Chris Risdon
@chrisrisdon
#touchpoints
2
9
10
11
12
13
14
14
17
Digital UX
Empathy
Design Thinking
Informed Strategy
Product /Service
17
Digital UX
Empathy
Design Thinking
Informed Strategy
Call CenterPhysical Space
Product /Service
17
Digital UX
Empathy
Design Thinking
Informed Strategy
Call CenterPhysical Space
Product /Service
17
Digital UX
Empathy
Design Thinking
Informed Strategy
Call CenterPhysical Space
Product /Service
Organization
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
Orchestrating Touchpoints - From Business to Buttons 2014
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Orchestrating Touchpoints - From Business to Buttons 2014

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As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service. Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience -- how do we design experiences that unfold over time and through changing contexts? How do we ramp up new cross-functional teams that don't have a shared sense of process or methodology? But the mandate is there, design a holistic experience seamlessly spanning the whole customer journey. How do you design this journey? One where each moment your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing? In this talk, I'll focus on the touchpoint—where customers connect with your product or service. I'll discuss how to orchestrate these moments across the end-user's journey.

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Orchestrating Touchpoints - From Business to Buttons 2014

  1. 1. Orchestrating 
 Touchpoints
 Chris Risdon @chrisrisdon #touchpoints
  2. 2. 2
  3. 3. 9
  4. 4. 10
  5. 5. 11
  6. 6. 12
  7. 7. 13
  8. 8. 14
  9. 9. 14
  10. 10. 17 Digital UX Empathy Design Thinking Informed Strategy Product /Service
  11. 11. 17 Digital UX Empathy Design Thinking Informed Strategy Call CenterPhysical Space Product /Service
  12. 12. 17 Digital UX Empathy Design Thinking Informed Strategy Call CenterPhysical Space Product /Service
  13. 13. 17 Digital UX Empathy Design Thinking Informed Strategy Call CenterPhysical Space Product /Service Organization
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