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100% Human webinar presentation

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Discover why UX & CX are evolving toward Human Experience (HX).

As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human.

Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers.

Updated to reflect the COVID-19 crisis

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100% Human webinar presentation

  1. 1. 100% Human Discover why UX & CX are evolving toward Human Experience (HX) Ray Poynter Chief Research Officer Potentiate
  2. 2. Product parity Brands and Parity Service parity Supply parity Advertising $ parity
  3. 3. Product Experience From Products to People Customer Human Product centricity Customer
  4. 4. Experience Brands are Succeeding Creating ‘Hotels with a Personality’ £11 million increase in 1 year 7.4% NPS increase Removing items not delivering positive experience £10 million saved per year
  5. 5. Experience Brands are Succeeding Forrester found CX leaders grew at 17%a year, but CX laggards only grew at 3% McKinsey Digital found that CX leaders grew company valuations by more than four times the growth for CX laggards, over ten years
  6. 6. Value Viv Cool Charlie Status Sam Loyal Leslie People don’t rotate around brands Brands rotate around people
  7. 7. Simon Harrington’s World
  8. 8. My World Brands Colleagues & Neighbours Family & Friends
  9. 9. Don’t find customers for your products, find products for your customers - Seth Godin “ ”
  10. 10. 100% of customers are people. 100% of employees are people. If you don't understand people, you don't understand business. - Simon Sinek “ ”
  11. 11. Empathy Belonging Authenticity 1 2 3
  12. 12. Step 1 of this process is to understand people Understanding People Once you understand them, you can help them What are their lives like, what do they think, what troubles them? Don’t think of them as customers, users, viewers, readers etc.
  13. 13. Focus on Empathy From product to experience Focus on people not transactions Three Key HX Steps 1 2 3
  14. 14. Extraordinary times It is not a short term thing Empathy not sympathy Check your marketing automation Belonging starts with those closest And then reaches out Be authentic Don’t disguise selling as ‘helping’ HX and Now!
  15. 15. • What now? How can brands & insights help in a pandemic? • My thoughts and advice, based on talking to a cross-section of global clients, suppliers, and key organisations • Webinar next Tuesday, 31 March – with an extended Q&A session HX and Now!
  16. 16. Questions? Ray Poynter Chief Research Officer Potentiate
  17. 17. Thank you
  • annylee1110

    Feb. 16, 2021
  • nextluxe

    May. 7, 2020

Discover why UX & CX are evolving toward Human Experience (HX). As consumers force brands to become more digital, there is a real need to be authentic, empathetic, and human. Find out why human-centric thinking is so important and how, with the right approach, it can help build deeper and more meaningful relationships with customers. Updated to reflect the COVID-19 crisis

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