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What is Digital Sense?- Shiseido Group Global Town Hall 2019 Dubai Keynote

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What is Digital Sense?- Shiseido Group Global Town Hall 2019 Dubai Keynote

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Chris J Snook slides for implementing Digital Sense and the Experience Marketing Framework into your organization as presented to Shiseido Group in Dubai March 2019 at their Global Digital Town Hall "Think Big". (note: .gif slides don't play as designed in Slideshare)

Chris J Snook slides for implementing Digital Sense and the Experience Marketing Framework into your organization as presented to Shiseido Group in Dubai March 2019 at their Global Digital Town Hall "Think Big". (note: .gif slides don't play as designed in Slideshare)

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What is Digital Sense?- Shiseido Group Global Town Hall 2019 Dubai Keynote

  1. 1. WHAT IS DIGITAL SENSE?MAKING THE CUSTOMER THE #1 ASSET - MARCH 28 2019
  2. 2. 2 @CHRISJSNOOK www.chrisjsnook.com クリスJスヌーク
  3. 3. 3 IT’S NOT www.chrisjsnook.com
  4. 4. 4
  5. 5. 6 WHY? www.chrisjsnook.com “IN THE NEXT 20 YEARS HUMANITY WILL EXPERIENCE MORE CHANGE THAN THE PRIOR 300 YEARS COMBINED.” ~ GERD LEONHARD
  6. 6. 7 END OF GOOD ENOUGH www.chrisjsnook.com |
  7. 7. 8 2007+ www.chrisjsnook.com | Connectivity The new arms race is about who is connected to who and what flows through those connections. Customer power Smart phones, social media, network effects and an abundance of choice have reshaped the power structures Loyal to need not brand Brand is a relationship that must be managed like one, not taken as a given or pushed.
  8. 8. 9www.chrisjsnook.com 400ZB DATA EXHAUST IN 2018: SOURCE CISCO
  9. 9. 10 TAKE ACTION www.chrisjsnook.com | GET REAL
  10. 10. 11 2015 - 2018 www.chrisjsnook.com |
  11. 11. 12 GET SANE www.chrisjsnook..com | FOCUS GET REAL
  12. 12. 13
  13. 13. 14 MOMENTS OF TRUTH EMPATHY MAPPING TOUCHPOINTS www.chrisjsnook.com
  14. 14. 15 BUY IN www.chrisjsnook.com TRUTH FOCUS GET REAL
  15. 15. 16 ACADEMY
  16. 16. PROTECT 17
  17. 17. PROTECT 18
  18. 18. PROTECT 19
  19. 19. PROTECT 20
  20. 20. 21 CAUTION ZOMBIES www.chrisjsnook.com | 3% 10% 60% 27% ZOMBIES
  21. 21. 22 WE THINK IN PICTURES www.chrisjsnook.com |
  22. 22. www.chrisjsnook.com CX
  23. 23. 24 PLAY www.chrisjsnook.com | Car 1 Refrigerator 3Kitchen Sink 2 Mind? 4What do you see?
  24. 24. 25
  25. 25. 26 “MIND IS THE MOVEMENT OF THOUGHT ENERGY. THE BRAIN IS MERELY THE SWITCHING STATION” ~DR THURMAN FLEET Concept Therapy Movement www.chrisjsnook.com
  26. 26. 27 “YOU ARE NEVER TALKING TO THE PERSON. YOU ARE TALKING TO THEIR PARADIGMS. PARADIGMS ARE SIMPLY THE DEFAULT SOFTWARE RUNNING ON THEIR HUMAN OPERATING SYSTEM/SUBCONSCIOUS MIND” www.chrisjsnook.com ~BOB PROCTOR Proctor Gallagher Institute
  27. 27. 28 YOUR MIND www.chrisjsnook.com | M E E T T H E S T I C K P E R S O N .
  28. 28. 29 THOUGHT ENERGY www.chrisjsnook.com | MOVES FROM A HIGHER POTENTIAL TO A LOWER POTENTIAL JUST LIKE ELECTRICITY.
  29. 29. 30www.chrisjsnook.com | 5 SENSES
  30. 30. CREATIVE FACULTIES 31
  31. 31. 32www.chrisjsnook.com | ADD “DIGITAL” SENSE”
  32. 32. 33 EMF www.chrisjsnook.com | GR8 CX STRATEGY TACTICSDATA PROCESS
  33. 33. 34 3 LAYERS 2 LOOPS www.chrisjsnook.com | EXECUTION STRATEGY RESEARCH
  34. 34. INNOVATION RELIABILITY 35www.chrisjsnook.com
  35. 35. 36 INSIGHTS OCCUR WHILE EXECUTING… ACTING ON THEM TAKES OPERATIONAL DESIGN AND ALIGNMENT. www.chrisjsnook.com
  36. 36. 37 INSIGHTS www.chrisjsnook.com | DISCOVER CUSTOMER FORCESCOMPETITOR
  37. 37. 38www.chrisjsnook.com SOURCE: EDELMAN GLOBAL TRUST BAROMETER 2017: HTTPS://WWW.SLIDESHARE.NET/EDELMANINSIGHTS/2017-EDELMAN-TRUST- BAROMETER-GLOBAL-RESULTS-71035413 TRUST
  38. 38. VOICETHE NEXT BIG UX/UI PLATFORM
  39. 39. SCOPE 41 VISION www.chrisjsnook..com | DESIGN GOALS TOUCHPOINTS
  40. 40. 42 TIME TO EXECUTE www.chrisjsnook.com
  41. 41. 43 GREAT STRATEGY VIABILITY DESIRABILITY TECHNOLOGY
  42. 42. 44 SUCCESS www.chrisjsnook.com | DEPLOY STRATEGY TACTICSDATA
  43. 43. MO’DATA…MO’ PROBLEMSR.I.P. NOTORIOUS BIG 45
  44. 44. 46www.chrisjsnook.com | MASTERIT NO
  45. 45. 47www.chrisjsnook.com | 6 TAKE AWAYS CUSTOMER EXPERIENCE IS YOUR ONLY TRUE DIFFERENTIATOR IN TODAY’S MARKETPLACE. ONERead Digital Sense FIVERe-invent business model-customer-centric SIXCustomer is the #1 Asset TWOLast chance FOURBuy In THREECommon pictures
  46. 46. @CHRISJSNOOK FOLLOW/SUBSCRIBE www.chrisjsnook.com どうもありがとうございました!
  47. 47. 49

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