Seminar for the IM team at [company name removed], Amsterdam Gaitri Biharie - CX / UX Head Benelux-Nordics & Hiring Manager Continental Europe

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March 26, 2018
An introduction to Customer Experience (CX)
and User Experience (UX)
Gaitri Biharie
CX/UX Head Digital Business Benelux & Nordics

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Quiz
Are these examples showing a good/bad:
A. Customer experience (CX)
B. User Experience (UX)
C. User Interface Design (UI)

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Example of a good or bad:
A. Customer experience (CX)
B. User Experience (UX)
C. User Interface Design (UI)

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Example of a good or bad:
A. Customer experience (CX)
B. User Experience (UX)
C. User Interface Design (UI)

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Example of a good or bad:
A. Customer experience (CX)
B. User Experience (UX)
C. User Interface Design (UI)

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Example of a good or bad:
A. Customer experience (CX)
B. User Experience (UX)
C. User Interface Design (UI)

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Definition Customer Experience (CX)
& User Experience (UX)

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* Nielsen Norman group

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Good CX, bad UX
Source: Disney World

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Source: KLM
Good UX, bad CX

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UI UX

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Our approach to Customer Experience (CX)
& User Experience (UX)

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CX & UX model by Gaitri Biharie

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CX & UX model by Gaitri Biharie

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User insights

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Example of helpful frameworks
[state observable facts]
[find the emotion you felt]
[articulate your unmet need]
[make a clear request]

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Service vision & UX Strategy

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Customer Experience (CX)

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User Experience (UX)

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CX measurement program

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New movements

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Internal influences External influences

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Thank you
Gaitri Biharie
CX/UX Head Digital Business Benelux & Nordics