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The Future of Customer Experience Keynote

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Presented at Acquia Engage APAC by Isabella Villani, Company Director and Chief Customer Officer, Exceed Global.

Customer expectations are ever-changing, constantly shaped and stretched by the latest developments in mobile devices, social media and the internet.

In her Engage 2019 keynote, Chief Customer Officer of Exceed Global and CX author, Isabella Villani, uncovers the drivers of customer expectations and the future direction of the CX industry.

Drawing on her 20 years of CX experience, as well as key themes from her upcoming book, Transform Customer Experience, Isabella will share real-life case studies, key market trends and technologies, as well as practical advice on how to apply data, analytics and operational changes to make a real difference.

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The Future of Customer Experience Keynote

  1. 1. The Future of CXPresented by Isabella Villani
  2. 2. How to Achieve Customer Success and Create Exceptional CX Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it. contact@isabellavillaniauthor.com+61 407 889 987www.isabellavillaniauthor.com Transform Customer Experience
  3. 3. My company, Exceed Global?
  4. 4. Our Clients Banking, Finance and Insurance Federal and State Government Utilities and Telco Local Government and NGO Other clients
  5. 5. 11/03/2019 Commercial in Confidence 5 Who is Exceed Global?
  6. 6. Let’s travel in time…
  7. 7. Customer Expectations Personalisation Consistency Mobility Timeliness Sociability Self-care Ease Empowerment Empathy Complaints
  8. 8. Increasing competition across every sector. A steady stream of new technologies. Innovations in how we communicate with each other. 01 02 03 We humans are the most unpredictable element of all. Three unstoppable shifts
  9. 9. Customer contact channels on the critical list 01 02 03 04
  10. 10. Technologies to augment CX TOO EXPENSIVE FOR ANY BUT THE LARGEST ORGANISATIONS YET TO BE COMMODITISED ONLY PENETRATED A SMALL MARKET SHARE TECHNOLOGY TRENDS & TYPICALLY FIRST GENERATION
  11. 11. Intelligent machines ARTIFICIAL INTELLIGENCE ROBOTIC PROCESS AUTOMATION MACHINE LEARNING 01 02 03
  12. 12. Internet of Things
  13. 13. IoT: Amazon Dash … AND THE BESTSELLERS?
  14. 14. Bestsellers
  15. 15. Robotics – Meet the LoweBot
  16. 16. Drones
  17. 17. Augmented Reality
  18. 18. Echo Look for fashion advice
  19. 19. E-tailers – try before you buy!
  20. 20. E-tailers – try before you buy!
  21. 21. Data and Analytics
  22. 22. Operations TECHNOLOGY PEOPLE OPTIMISATION CX PRACTICES 01 02 03 04 INNOVATION 05
  23. 23. We humans are curious beings and love to interact. We are adaptable and readily modify how we communicate with each other. Nobody can imagine the complexity the future will bring as we strive for a seamless omnichannel experience across multiplying new media. The way people communicate is changing, and organisations need to consider the human factor when designing products and services, as well as implementing new channels to offer their customers. Conclusion
  24. 24. Questions?
  25. 25. How to Achieve Customer Success and Create Exceptional CX Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it. contact@isabellavillaniauthor.com+61 407 889 987www.isabellavillaniauthor.com Transform Customer Experience
  26. 26. Isabella Villani 0407 889 987 isabella.villani@exceedglobal.com Subscribe to CX E-news for best practice information, market insights, events, training, and employment opportunities at www.exceedglobal.com. Visit www.exceedglobal.com for more information. Be social and stay connected by following us on social media: Thank you!

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