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Move over UX and CX, here comes HX
(Human Experience)
The	Festival	of	NewMR,	March	2020	
Ray Poynter
Potentiate
Amélie de Brem
Potentiate
Sponsors	
Gold	
Silver	
	
	
The	Festival	of	NewMR,	March	2020
2020	Vision	
Product	->	Experience	
	
Product	Centricity	->	
Customer	Centricity	
	
Customer	Centricity	->	
Human	Centricity	
	
Product	
parity	
Service	parity	
Supply	parity	 Advertising	$	
parity		
The	Festival	of	NewMR,	March	2020
People	Don’t	Rotate	Around	Brands	
Value	
Viv	
Cool	
Charlie	
Status	
Sam	
Loyal	
Leslie	
Brand	
Brands	Rotate	
Around	People	
The	Festival	of	NewMR,	March	2020
Simon	Harrington’s	World	
The	Festival	of	NewMR,	March	2020
Brands	
Colleagues	&	Neighbours	
Amélie’s	World	
Family	&	Friends	
The	Festival	of	NewMR,	March	2020
The	Festival	of	NewMR,	March	2020
Simon	Sinek	
	
100%	of	customers	are	people.		
	
100%	of	employees	are	people.		
	
If	you	don't	understand	people,	you	
don't	understand	business.	
	
HX	and	Research	
The	Festival	of	NewMR,	March	2020
We	need	more	than	CX	and	UX	
Stan	Sthanunathan	
Executive	Vice	President	
Consumer	&	Market	Insights	at	Unilever			
“We’re	too	focused	on	understanding	
consumption	behaviour	and	shopping	
behaviour.	We	need	to	understand	the	
human	condition,	which	you’ll	only	know	by	
observing,	listening,	synthesising	and	
deducing.”	
	
ResearchLive,	2009		
The	Festival	of	NewMR,	March	2020
The	Three	Pillars	of	HX	
Understanding	
Authenticity	
Belonging	
Empathy	
The	Festival	of	NewMR,	March	2020
The	Festival	of	NewMR,	March	2020
Huggies	–	Mums	judge	their	parenting	
Check	out	the	video	at	https://youtu.be/piohRBLld8w	
	
#becomfortableinyourskin	
The	Festival	of	NewMR,	March	2020
Leveraging	Communities
People	Centricity	
What	do	your	customers	do	when	they	are	
not	buying/using	your	products?	
What	are	their	needs	and	challenges?	
What	is	their	‘Why’?	
How	do	things	change	over	time?	
How	can	you	build	empathy,	belonging,	&	
authenticity?	
The	Festival	of	NewMR,	March	2020
Thank You
Amélie de Brem
Potentiate
Ray Poynter
Potentiate
The	Festival	of	NewMR,	March	2020
Q & A
Amélie de Brem
Potentiate
Ray Poynter
Potentiate
The	Festival	of	NewMR,	March	2020
Sponsors	
Gold	
Silver	
	
	
The	Festival	of	NewMR,	March	2020

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