Your	
  Customer	
  
is	
  in	
  Control	
  
20	
  September	
  2012	
  
1	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
2	
  
h3p://www.youtube.com/watch?v=5YGc4zOqozo	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
3	
  
Geek:
Understands,
creates & fixes
Really Cool Stuff
Nerd:
Understa...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
customer	
  experience	
  (CX)	
  
	
  is	
  the	
  sum	
  of	
  all	
  e...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
5	
  
h3p://en.wikipedia.org/wiki/Peak%E2%80%93end_rule	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
•  Happiness	
  
•  Wealth	
  
•  Security	
  
•  Locality	
  
•  Health	...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
hap·∙pi·∙ness	
  [hap-­‐ee-­‐nis]	
  noun	
  	
  
1.	
  the	
  quality	
 ...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
8	
  
h3p://www.billboard.com/column/viralvideos/britney-­‐spears-­‐psy-­...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
9	
  
h3p://www.irobot.com/nl/roomba_range.aspx	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
10	
  
h3p://www.irobot.com/nl/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
11	
  
h3p://www.irobot.com/nl/roomba_range.aspx	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
12	
  
h3p://www.selfservicecompany.com/CLIENTS/projectslist.htm#51	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
Wealth	
  [welth]	
  noun	
  	
  
1.	
  a	
  great	
  quanQty	
  or	
  st...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
14	
  
h3p://store.makerbot.com/replicator.html	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://www.freedomofcreaQon.com/for/bsur-­‐collaborates-­‐with-­‐foc-­‐on-...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://www.bespokeinnovaQons.com/content/gallery	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
17	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
18	
  
h3p://www.techshop.ws/index.html	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
19	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
20	
  
h3p://www.space.com/17577-­‐nasa-­‐spacecrae-­‐3d-­‐prinQng.html	
...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
21	
  
h3p://www.forbes.com/sites/tjmccue/2012/05/16/star-­‐wars-­‐and-­‐...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
22	
  
h3p://gigaom.com/2012/09/10/will-­‐3-­‐d-­‐prinQng-­‐lead-­‐to-­‐a...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
25	
  
h3p://www.forbes.com/sites/andygreenberg/2012/08/23/wiki-­‐weapon-...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
26	
  
h3p://www.thingiverse.com/thing:11770	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
27	
  
h3p://biocurious.org/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
se·∙cu·∙ri·∙ty	
  [si-­‐kyoor-­‐i-­‐tee]	
  noun,	
  plural	
  se·∙cu·∙ri...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://www.endlesssimmer.com/2012/01/17/jell-­‐o-­‐goes-­‐naughty/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
30	
  
h3p://www.flickr.com/photos/antoaneta/3448826887/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://face.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
lo·∙cal·∙i·∙ty	
  [loh-­‐kal-­‐i-­‐tee]	
  noun,	
  plural	
  lo·∙cal·∙i·...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
33	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
34	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
35	
  
h3p://www.getaround.com/tour	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
36	
  
h3p://www.kodesk.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
Health	
  [helth]	
  noun	
  
1.	
  the	
  general	
  condiQon	
  of	
  t...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
38	
  
h3p://www.qualcommtricorderxprize.org/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
39	
  
h3ps://www.23andme.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
40	
  
h3p://www.greengoose.com/apps/brushmonkey	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
41	
  
h3ps://mybasis.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
42	
  
h3p://www.quanQfiedself.com/guide/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
43	
  
h3p://curetogether.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
44	
  
h3ps://www.23andme.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
45	
  
h3ps://www.23andme.com/	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
mo·∙bil·∙i·∙ty	
  [moh-­‐bil-­‐i-­‐tee]	
  noun	
  	
  
1.	
  the	
  qual...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://designyoutrust.com/2011/11/augmented-­‐reality-­‐for-­‐naQonal-­‐ge...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3p://trendland.com/inamo-­‐the-­‐tacQle-­‐restaurant/#	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
50	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
51	
  
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
h3ps://plus.google.com/111626127367496192147#111626127367496192147/posts	...
Your	
  Customer	
  	
  
is	
  in	
  Control	
  
53	
  
www.cool-­‐experience.com/cio/	
  
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Your Customer Is In Control

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Presentation to the IT and commercial teams at a Dutch insurance company about the potential power of emerging technologies

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Your Customer Is In Control

  1. 1. Your  Customer   is  in  Control   20  September  2012   1  
  2. 2. Your  Customer     is  in  Control   2   h3p://www.youtube.com/watch?v=5YGc4zOqozo  
  3. 3. Your  Customer     is  in  Control   3   Geek: Understands, creates & fixes Really Cool Stuff Nerd: Understands & collects Really Cool Stuff Dork: Confused by Really Cool Stuff Chris  Parker   Customer  Experience  Technologist   www.cool-­‐experience.com  
  4. 4. Your  Customer     is  in  Control   customer  experience  (CX)    is  the  sum  of  all  experiences  a  customer  has  with  a  supplier  of   goods  or  services,  over  the  duraQon  of  their  relaQonship  with   that  supplier.      From  awareness,  discovery,  a3racQon,  interacQon,  purchase,   use,  culQvaQon  and  advocacy.      It  can  also  be  used  to  mean  an  individual  experience  over  one   transacQon;  the  disQncQon  is  usually  clear  in  context..     4   h3p://en.wikipedia.org/wiki/Customer_experience  
  5. 5. Your  Customer     is  in  Control   5   h3p://en.wikipedia.org/wiki/Peak%E2%80%93end_rule  
  6. 6. Your  Customer     is  in  Control   •  Happiness   •  Wealth   •  Security   •  Locality   •  Health   •  Mobility   6   www.futureagenda.org  
  7. 7. Your  Customer     is  in  Control   hap·∙pi·∙ness  [hap-­‐ee-­‐nis]  noun     1.  the  quality  or  state  of  being  happy.     2.  good  fortune;  pleasure;  contentment;  joy.   7   h3p://dicQonary.reference.com/browse/happiness?s=t  
  8. 8. Your  Customer     is  in  Control   8   h3p://www.billboard.com/column/viralvideos/britney-­‐spears-­‐psy-­‐do-­‐the-­‐gangnam-­‐style-­‐1007
  9. 9. Your  Customer     is  in  Control   9   h3p://www.irobot.com/nl/roomba_range.aspx  
  10. 10. Your  Customer     is  in  Control   10   h3p://www.irobot.com/nl/  
  11. 11. Your  Customer     is  in  Control   11   h3p://www.irobot.com/nl/roomba_range.aspx  
  12. 12. Your  Customer     is  in  Control   12   h3p://www.selfservicecompany.com/CLIENTS/projectslist.htm#51  
  13. 13. Your  Customer     is  in  Control   Wealth  [welth]  noun     1.  a  great  quanQty  or  store  of  money,  valuable  possessions,   property,  or  other  riches:  the  wealth  of  a  city.     2.  an  abundance  or  profusion  of  anything;  plenQful  amount:  a   wealth  of  imagery.     3.  Economics  .      a.  all  things  that  have  a  monetary  or  exchange  value.      b.  anything  that  has  uQlity  and  is  capable  of  being   appropriated  or  exchanged.     4.  rich  or  valuable  contents  or  produce:  the  wealth  of  the  soil.     5.  the  state  of  being  rich;  prosperity;  affluence:  persons  of   wealth  and  standing.     13   h3p://dicQonary.reference.com/browse/wealth?s=t  
  14. 14. Your  Customer     is  in  Control   14   h3p://store.makerbot.com/replicator.html  
  15. 15. Your  Customer     is  in  Control   h3p://www.freedomofcreaQon.com/for/bsur-­‐collaborates-­‐with-­‐foc-­‐on-­‐a-­‐radio-­‐538-­‐campaign  
  16. 16. Your  Customer     is  in  Control   h3p://www.bespokeinnovaQons.com/content/gallery  
  17. 17. Your  Customer     is  in  Control   17  
  18. 18. Your  Customer     is  in  Control   18   h3p://www.techshop.ws/index.html  
  19. 19. Your  Customer     is  in  Control   19  
  20. 20. Your  Customer     is  in  Control   20   h3p://www.space.com/17577-­‐nasa-­‐spacecrae-­‐3d-­‐prinQng.html  
  21. 21. Your  Customer     is  in  Control   21   h3p://www.forbes.com/sites/tjmccue/2012/05/16/star-­‐wars-­‐and-­‐disney-­‐boosQng-­‐3d-­‐prinQng-­‐i
  22. 22. Your  Customer     is  in  Control   22   h3p://gigaom.com/2012/09/10/will-­‐3-­‐d-­‐prinQng-­‐lead-­‐to-­‐a-­‐new-­‐wave-­‐of-­‐piracy/?utm_source=so
  23. 23. Your  Customer     is  in  Control   h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/  
  24. 24. Your  Customer     is  in  Control   h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/  
  25. 25. Your  Customer     is  in  Control   25   h3p://www.forbes.com/sites/andygreenberg/2012/08/23/wiki-­‐weapon-­‐project-­‐aims-­‐to-­‐create-­‐a
  26. 26. Your  Customer     is  in  Control   26   h3p://www.thingiverse.com/thing:11770  
  27. 27. Your  Customer     is  in  Control   27   h3p://biocurious.org/  
  28. 28. Your  Customer     is  in  Control   se·∙cu·∙ri·∙ty  [si-­‐kyoor-­‐i-­‐tee]  noun,  plural  se·∙cu·∙ri·∙Qes,  adjecQve     1.  freedom  from  danger,  risk,  etc.;  safety.     2.  freedom  from  care,  anxiety,  or  doubt;  well-­‐founded   confidence.     3.  something  that  secures  or  makes  safe;  protecQon;  defense.     4.  freedom  from  financial  cares  or  from  want:  The  insurance   policy  gave  the  family  security.     5.  precauQons  taken  to  guard  against  crime,  a3ack,  sabotage,   espionage,  etc.:  The  senator  claimed  security  was  lax  and   poten:al  enemies  know  our  plans.     28   h3p://dicQonary.reference.com/browse/security?s=t  
  29. 29. Your  Customer     is  in  Control   h3p://www.endlesssimmer.com/2012/01/17/jell-­‐o-­‐goes-­‐naughty/  
  30. 30. Your  Customer     is  in  Control   30   h3p://www.flickr.com/photos/antoaneta/3448826887/  
  31. 31. Your  Customer     is  in  Control   h3p://face.com/  
  32. 32. Your  Customer     is  in  Control   lo·∙cal·∙i·∙ty  [loh-­‐kal-­‐i-­‐tee]  noun,  plural  lo·∙cal·∙i·∙Qes   1.  a  place,  spot,  or  district,  with  or  without  reference  to  things  or   persons  in  it  or  to  occurrences  there:  They  moved  to  another   locality.     2.  the  state  or  fact  of  being  local  or  having  a  locaQon:  the  locality   that  every  material  object  must  have.     32   h3p://dicQonary.reference.com/browse/locality?s=t  
  33. 33. Your  Customer     is  in  Control   33  
  34. 34. Your  Customer     is  in  Control   34  
  35. 35. Your  Customer     is  in  Control   35   h3p://www.getaround.com/tour  
  36. 36. Your  Customer     is  in  Control   36   h3p://www.kodesk.com/  
  37. 37. Your  Customer     is  in  Control   Health  [helth]  noun   1.  the  general  condiQon  of  the  body  or  mind  with   reference  to  soundness  and  vigor:  good  health;  poor   health.     2.  soundness  of  body  or  mind;  freedom  from  disease  or   ailment:  to  have  one's  health;  to  lose  one's  health.     3.  a  polite  or  complimentary  wish  for  a  person's  health,   happiness,  etc.,  especially  as  a  toast:  We  drank  a   health  to  our  guest  of  honor.     4.  vigor;  vitality:  economic  health.     37   h3p://dicQonary.reference.com/browse/health?s=t  
  38. 38. Your  Customer     is  in  Control   38   h3p://www.qualcommtricorderxprize.org/  
  39. 39. Your  Customer     is  in  Control   39   h3ps://www.23andme.com/  
  40. 40. Your  Customer     is  in  Control   40   h3p://www.greengoose.com/apps/brushmonkey  
  41. 41. Your  Customer     is  in  Control   41   h3ps://mybasis.com/  
  42. 42. Your  Customer     is  in  Control   42   h3p://www.quanQfiedself.com/guide/  
  43. 43. Your  Customer     is  in  Control   43   h3p://curetogether.com/  
  44. 44. Your  Customer     is  in  Control   44   h3ps://www.23andme.com/  
  45. 45. Your  Customer     is  in  Control   45   h3ps://www.23andme.com/  
  46. 46. Your  Customer     is  in  Control   mo·∙bil·∙i·∙ty  [moh-­‐bil-­‐i-­‐tee]  noun     1.  the  quality  of  being  mobile.     2.  Sociology  .  the  movement  of  people  in  a  populaQon,  as  from   place  to  place,  from  job  to  job,  or  from  one  social  class  or   level  to  another.     46   h3p://dicQonary.reference.com/browse/mobility?s=t  
  47. 47. Your  Customer     is  in  Control   h3p://designyoutrust.com/2011/11/augmented-­‐reality-­‐for-­‐naQonal-­‐geographic/  
  48. 48. Your  Customer     is  in  Control   h3p://trendland.com/inamo-­‐the-­‐tacQle-­‐restaurant/#  
  49. 49. Your  Customer     is  in  Control  
  50. 50. Your  Customer     is  in  Control   50  
  51. 51. Your  Customer     is  in  Control   51  
  52. 52. Your  Customer     is  in  Control   h3ps://plus.google.com/111626127367496192147#111626127367496192147/posts  
  53. 53. Your  Customer     is  in  Control   53   www.cool-­‐experience.com/cio/  

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