Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Presentation: The QoE (Introduction)

526 views

Published on

Carl Lyon, Managing Director

Published in: Business
  • Be the first to comment

  • Be the first to like this

Presentation: The QoE (Introduction)

  1. 1. © The QoE Limited 2016 Carl Lyon Chairman of The QoE Group and Author of Perpetual Experience™ UNLEASHING DIGITAL CUSTOMER EXPERIENCE
  2. 2. © The QoE Limited 2016 Airbus Defence and Space Sure Legal and General Vodafone Microlease Marks and Spencer Macmillan Cancer Support Lloyds Banking Group Barclays Bank HSBC KCOM Home Group Honda Europe First Direct LV= Consumer Intelligence National Grid NHS Direct Orange Virgin Media John Lewis TUI UK Morgan Sindall Group Royal Bank of Scotland Tomtom Scottish Water Teléfonica O2 Simplyhealth TNT Express Sony Professional Atos British Telecom Cisco Emirates Egg eaga EDF
  3. 3. © The QoE Limited 2016 Customer experience in the digital world
  4. 4. © The QoE Limited 2016 PERPETUAL EXPERIENCE™ • It’s about you and your business . . . what you do and how you do it • It’s about the people in . . . your business, partners, customers and society • It’s about what you need as well as what they need . . . individualism motivates and guides real change • It’s about what happens, not what people say will happen . . . real time rewards, the precursor to customer loyalty and advocacy
  5. 5. © The QoE Limited 2016 PERPETUAL EXPERIENCE™ (Customer experience + (CX + PX)i = X people experience) = perpetual experiencepowered by information
  6. 6. © The QoE Limited 2016 PERPETUAL EXPERIENCE™ Part 1 Disruption Disruptive innovation The digital landscape Many voices I'm an individual Part 2 Responding to disruption Moving towards perpetual experience Us, not them Exerting influence Building authenticity Making it happen Summary
  7. 7. © The QoE Limited 2016 Bringing together the knowledge, opinions, facts and experiences of the participants, stimulating new connections, shared learning and innovation opportunities A multi layered data repository ideally suited for big data analytics and automated learning PERPETUAL THINKING Perpetual thinking needs • A topic that gives the participants a genuine reason to participate • Individual engagement with elements of the topic • A stimulating and authentic chairperson and environment • Accurate and unbiased output that covers the session and reflective thoughts of the participants
  8. 8. © The QoE Limited 2016 Perpetual thinking to uses group dynamics to bring life into business Sharing experiences, opinions and knowledge mimics digital community learning UNDERLING PRINCIPLES
  9. 9. © The QoE Limited 2016 Articulating needs and measuring experience exposes the issues and identifies solutions It’s no longer just about the customer
  10. 10. © The QoE Limited 2016 The most dynamic and creative section of the experience journey is the customer interface INCUBATION HUB An intuitive workplace that empowers the individual and shares with the company
  11. 11. © The QoE Limited 2016 INCUBATION HUB Explore Incubate Needs Innovate Motivate Analyse Experience Collaborate ARTIFICIAL INTELLIGENCE A concentrated flow of real world, real time experiences, knowledge and opinions combine with intuitive tooling to optimise real time resolution and extrapolate permanent solutions Every new participant has an exponential effect on the quality and quantity of outcomes
  12. 12. © The QoE Limited 2016 Bringing together the knowledge, opinions, facts and experiences of the participants, stimulating new connections, shared learning and innovation opportunities A multi layered data repository ideally suited for big data analytics and automated learning Experience Engine EXPERIENCE ENGINE
  13. 13. © The QoE Limited 2016 PERPETUAL THINKING Outcome • Fully contextualised and validated solutions and a working hypothesis to test, re-validate and implement • Accumulated knowledge and a data view of the operating environment • A comprehensive map of interacting factors and required actions • A proven method of addressing this type of issue in the future • Patterns, trends and data for future sessions Bringing together the knowledge, opinions, facts and experiences of the participants, stimulating new connections, shared learning and innovation opportunities
  14. 14. © The QoE Limited 2016 PERPETUAL EXPERIENCE™ A limited number of books available for signing at the lunch break at the discounted rate of €15. Thereafter available on Amazon with special discount code for delegates valid ‘till end November ’16. udcx2016 Contact carl.lyon@theqoe.com
  15. 15. © The QoE Limited 2016 PERPETUAL EXPERIENCE™ THANK YOU CARL LYON CHAIRMAN OF THE QOE GROUP AND AUTHOR OF PERPETUAL EXPERIENCE™

×