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@ISITE_Design@UsefulArtsThe rate of industrydisruption is increasing.Have you noticed?
@ISITE_Design@UsefulArts
@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts• The mechanics of digitaldisruption, and how to catchthis wave.• It is t...
@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts
@ISITE_Design@UsefulArtshttp://solutions.forrester.com/disruption
@ISITE_Design@UsefulArtsInvention brings biggest wins
@ISITE_Design@UsefulArtsBenefits of positive experienceshttp://www.watermarkconsult.net/blog/2012/02/01/the-roi-of-a-great...
@ISITE_Design@UsefulArtsMeasure Customer Value• CLTV– Duration (relationship retention)– Value (funnel value)– Efficiency ...
@ISITE_Design@UsefulArtsAIM Digital Experience FrameworkAlignCorporate• Goals & brand• Competition• Team & culture• Conten...
@ISITE_Design@UsefulArts7 gates to change digital experienceDigitalExperienceVisionCulture &GovernanceTechnologyData &Opti...
@ISITE_Design@UsefulArts
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Preview: Digital Disruption in the Age of the Customer

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This is a preview of a talk to be delivered on May 8th, 2014 at the J. Boye Conference in Philadelphia.

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  • And we gather brands and experts in digital experience that we admire both virually in our blog – Delight.US – and in person at two in-person conferences we host in our headquarters cities of Portland, Oregon and Boston, Mass.If these stories resonate with you – we’d love to talk with you, to feature your work, and to have you as our guest at Delight.
  • Transcript of "Preview: Digital Disruption in the Age of the Customer"

    1. 1. @ISITE_Design@UsefulArtsThe rate of industrydisruption is increasing.Have you noticed?
    2. 2. @ISITE_Design@UsefulArts
    3. 3. @ISITE_Design@UsefulArts @ISITE_Design@UsefulArts• The mechanics of digitaldisruption, and how to catchthis wave.• It is the best route tobusiness impact.• Steps to build a unifiedapproach to customerexperience.
    4. 4. @ISITE_Design@UsefulArts @ISITE_Design@UsefulArts
    5. 5. @ISITE_Design@UsefulArtshttp://solutions.forrester.com/disruption
    6. 6. @ISITE_Design@UsefulArtsInvention brings biggest wins
    7. 7. @ISITE_Design@UsefulArtsBenefits of positive experienceshttp://www.watermarkconsult.net/blog/2012/02/01/the-roi-of-a-great-customer-experience/
    8. 8. @ISITE_Design@UsefulArtsMeasure Customer Value• CLTV– Duration (relationship retention)– Value (funnel value)– Efficiency (cost of sale)– Amplification (referral)
    9. 9. @ISITE_Design@UsefulArtsAIM Digital Experience FrameworkAlignCorporate• Goals & brand• Competition• Team & culture• Content• Technology• Success metricsCustomers• Brand perception• Needs & motives• ExpectationsArtifacts• Personas• Journey Maps• Strategic Brief
    10. 10. @ISITE_Design@UsefulArts7 gates to change digital experienceDigitalExperienceVisionCulture &GovernanceTechnologyData &OptimizationContentOperationsPlanCustomerInsight
    11. 11. @ISITE_Design@UsefulArts
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