Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that. The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion. This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web. Welcome to the age of the "decision-making engine."

1. W I S D O M S O U R C I N G A Global CUSTOMER EXPERIENCE DIRECTORY Customer Experience Maps for WIKIPEDIADr. Rod King&Online Wisdomsourcing Community(In LinkedIn and Ning Networks)

3. A systematic and collaborative Goal Achievement Methodology for Everything (G.A.M.E.): co-achieving challenging goals for products; services; businesses; places

9. Rules for Brainstorming – No criticism during idea generation

10. ‘Blue Sky’ Thinking and Ideas

11. Myriad Generated Ideas

12. Offline

13. 1 Physical Location

14. Formal Group

15. Organic Process

16. Online Collaboration

17. Collaborative Idea Generation

18. 1D-Evaluation; Voting

19. Rod King (2009)

20. Systematic Collaboration

21. Customer Experience Pain

22. Trade-off Problems & Strategies

23. Roadmap for Wisdomsourcing

24. Customer Experience Map

25. 2D-Evaluation: Trade-off Map

26. Strategy Profile; Plan; Dashboard

27. Customer Experience Directory (Web)

28. Think Tank; Movement; Experience

29. Jeff Howe (2006)

30. Crowdsourced Goods and Information Products

32. Unlimited Number of Volunteers

33. Peer Production; Documentation

34. Open Innovation and Value Chain

35. Prosumers: Consumers who participate like employees/producer in a business

36. Competitions; Contests; Prizes

37. Recognition; ReputationWISDOMSOURCING 3. CROWDSOURCING 2.

39. To collaboratively and systematically develop Disruptive Innovation/Blue Ocean and other strategies for improving CUSTOMER EXPERIENCES

41. Radically reducing the failure rate of businesses especially startups

43. Roadmap for Wisdomsourcing Strategy Projects

44. Global Community Resources and Value NetworkCORE VALUES Delightful Experiences Collaboration Open Innovation

45. What Will Be The Next Hit in The Evolution of BUSINESS DIRECTORIES? LOCAL Business Directory REGIONAL Business Directory ONLINE Business Directory ONLINE Customer Experience Directory (Web) Centralized Input (Business addresses) Decentralized Input (Customer Experiences)

47. Monitoring and management of the customer experience of products and services

49. Listening to the Voice of the Customer

51. Easier identification of market trends

53. Reduction in the failure of products and services as well as businesses and places

56. Review crowdsourcing websites

58. To carry out a pilot project for collaboratively building a global customer experience directory (web)

62. Customer Experience (Wisdom-sourcing) Map for businesses

71. www.wikipedia.org

73. Global Customer Experience DirectoryHarnessing the World’s Collective Genius Pain Customers Delight Trade-off Strategies Preferences Value Chain Competitors Personal Go Wisdomsourcing Map for WIKIPEDIA Social Global

74. Wisdomsourcing MapAn Aggregation of Customer Experience Maps Wikipedia CUSTOMER SEGMENTATION CUSTOMER DELIGHT CUSTOMER PAIN CUSTOMER TRADE-OFF CUSTOMER PREFERENCES WISDOMSOURCING MAP FOR WIKIPEDIA BUSINESS STRATEGIES/ CUSTOMER SUGGESTIONS/ COMPETITORS VALUE CHAIN (Business Model)

75. CUSTOMER SEGMENTATIONCrowdsourcing Market Wikipedia WORLD/SOCIETY/ECONOMY/WEB The Uninterested The Unaware The Refusers Seniors Non-Internet Users Observers REMOTE CUSTOMERS Housewives Professional Businesses B2B Authors Faith-based Professionals INDIRECT CUSTOMERS Politicians Potentially Unsatisfied Customers Industrial Designers DIRECT CUSTOMERS Generation X (Baby Boomers) Engineers Strategists Entrepreneurs Students Job Seekers Freelancers Investors Graphic Artists Families Planners Open Innovators Brainstormers Utility Companies Non-educated People Marketers Analysts Networkers Organizations that are strapped for cash Developers Researchers Schools/Universities Trendspotters People who don’t understand the concept or value of crowdsourcing Knowledge Workers Service Organizations Citizen Journalists Automotive Trendsetters Webinar Participants Big Brand Companies Pollsters

77. Bookshelves

80. Search Engines (Horizontal/ Vertical)

81. Personal Network on Ning and TwitterCOMPETITORS OF WIKIPEDIA REMOTE COMPETITORS REMOTE COMPETITORS REMOTE COMPETITORS

82. COMPETITOR TRADE-OFF MAPHit Zone vs. Struggling Zone Wikipedia Zero Trade-off MARKET (CUSTOMER JOB): Obtaining/Sharing information Period/Year: November/December 2009 High Revenue Luxury Spot Disruption Spot (+): DELIGHT -> Revenue Low Revenue Strategic Choice Key Hit Zone: Struggling Zone: (-): PAIN -> Competition Remote Competitors Indirect Competitors Direct Competitors

85. CUSTOMER EXPERIENCE JOURNEY Wikipedia Fault line Chasm

89. Disruption Spot-Proposition

91. Variation in quality of information

92. Reported inaccuracies in some articles

93. Sometimes, US-centric

94. Information overload

95. Difficulty in scrolling through a long list of information

96. Inadequate personalization/ customization

98. Lack of depth in some areas

99. Sparsely populated entries on some topics

100. Some moderators become lecturers

102. No ads

103. Easy navigation/browsability

104. Easy to locate information

105. Ease of use

106. Ability to drill down

107. Freely accessible information

108. Comprehensiveness

109. Wide coverage

110. Available in many languages

111. Surprising and delightful information

112. Good mechanism for learning

114. Neutral

115. No editorial board

116. Good cross-referencing

118. CUSTOMER PREFERENCESPainFactors Wikipedia

119. CUSTOMER PREFERENCESDelight Factors Wikipedia

120. CUSTOMER EXPERIENCE CURVES Wikipedia Market Segment/Location: Crowdsourcing Mission/Vision: “Free and open sharing of knowledge” 10 8 6 4 2 0 Key -> 1: Low level; 10: Extraordinary level of experience : Weak (Vulnerable) spot Customer Experience Quotient (CEQ) = Weighted Pain/Weighted Delight = 2.73/7.24 = 0.38

121. CUSTOMER EXPERIENCE TACTICS Wikipedia Market Segment/Location: Crowdsourcing Mission/Vision: “Free and open sharing of knowledge” Key -> 1: Low level; 10: Extraordinary level of experience Customer Experience Quotient (CEQ) = Weighted Pain/Weighted Delight = 2.73/7.24 = 0.38

126. PAIN TACTICS:

130. PAIN TACTICS:

133. Intuitive navigation

134. Provide easy to use interface

135. Introduce tools that provide faster analysis/response

136. Provide overarching disciplines: Brainstorming, Crowdsourcing, and Wisdomsourcing

137. Arrange for people to anonymously participate in surveys

138. See example at quirky.com

139. Become more accessible

140. Make crowdsourcing website accessible anywhere (mobile/ desktop/phone)

141. SMS/MMS responses may be more effective for surveys

142. Employ creative activities

143. Use innovative strategies

144. Clarify problem to be solved and its relevance

145. Facilitate solution of complex problems

146. Provide mechanism that secures IP of owner to prevent stealing & abuse

147. Crowdsourcing should be project-based rather than generic

148. Learn from TV talent contests that depend on a public vote

149. Encourage people to contribute their part

151. Carefully choose topic so that it is not too broad

152. Categorize inputs

153. Give feedback to every contributor

154. Close the loop of information and provide feedback

155. Provide incentive for people to build on existing ideas and make them robust

156. Give rewards for community interaction

157. Provide incentive mechanism that stimulates cooperation

159. Regular employees

162. Software (Wiki) applications

164. Non-customers/Non-consumers

165. Partners

166. Investors : Donors

168. Operational management

169. Software development & management

170. Open innovation/crowdsourcing

172. Researchers/Subject experts

173. Knowledge seekers/reviewers

175. VALUE CHAIN DASHBOARDDecember 2009 Wikipedia Market Segment/Location: Crowdsourcing Mission/Vision: “Free and open sharing of knowledge”

177. Bookshelves

180. Search Engines (Horizontal/ Vertical)

181. Personal Network on Ning and TwitterCOMPETITORS OF WIKIPEDIA REMOTE COMPETITORS REMOTE COMPETITORS REMOTE COMPETITORS

182. THE CUSTOMER EXPERIENCE WEBCo-creating Personal, Social/Local, and Global Customer Experience Maps in Real Time GLOBAL Customer Experience Web SOCIAL/LOCAL Customer Experience Directory PERSONAL Customer Experience Map Products Services Businesses Places Tools

184. What are the top motivating factors for participating in crowdsourcing websites, e.g., money, exposure, reputation, fun?

185. How can I trust the validity (integrity) of information in a crowdsourcing website?

186. How can I save time?

187. What specific outcomes can crowdsourcing websites offer/

188. What is the niche of the crowdsourcing website?

189. How easily can I reach the niche I desire?

190. How easy can one use a crowdsourcing website?

191. How do you simplify the user interface?

192. Is the crowdsourcing website localized: English/German/French/ Spanish?

194. What is the definition of the crowd (niche/specialty websites)?

195. What rubrics are needed to identify my crowd?

196. How can crowdsourcing help make the competition irrelevant?

197. Who is successfully using the crowdsourcing website?

198. What are success stories from the use of crowdsourcing websites?

199. Do small-medium businesses consider crowdsourcing websites to be a viable alternative to crafting solutions?

202. Adeel, Naved

203. Ageda, Daniel

204. Agrawal, Deepak

205. Agrawal, Saurabh

206. Akmal, Shiraz

207. Barrett, Sue

208. Barry, Pam

209. Bayus, Barry

210. Bentley, Ian

211. Bhattacharyya, Nilanjana

212. Blomqvist, Ulf

213. Andersson, Per O.

214. Andrade, Susie

215. Araluce, Jorge

216. Arbuckle, PMP, Warren

217. Autrique, Luis

218. BabaiiKochekseraii, Dr. Sadegh

219. Bolden, Michael C.

220. Bonner, Francesca

221. Boyer, David

222. Brahma, Debashish

223. Brancato, Fabio

224. Brennan, Matthieu

225. Brett, Alistair

226. Bridges, Beth

227. Bronsema, Ludy

228. Brouillette, Tom

229. Brown, Ray

231. Carrillo, Félix

232. Carty, Kevin

233. Cernohorsky, Petr

234. Chalk, Mary Beth

235. Davis, Karen

236. de Avila Amaral, Ricardo

237. De Bruyn, Robert

238. de Valk, Wessel

239. Delmar, Dan

240. Chalmers, Thomas

241. Chandra, Satish

242. Chow, Tony

243. Christian, Pete

245. Domínguez Laperal, Julián

246. Don, Sharon

247. Dzialowski, Ted

248. Eker, Ersin

249. García Aragón, Luis Miguel

250. Garland, Loan

251. Gasperini, Nicola

252. Gaviria, Carlos

253. Geerts, Simone

254. Gezen, Gurkan

255. Fazi, Flaminia

256. Ferreira, Mario Luis Tavares

257. Fish, David

258. Foster, Simin

259. Goldsmid, Ian

260. Grassi, Nicolas

261. Greene, Lionel

262. Grueber, Dorit

263. Hall, Dennis

264. Hall, Paige

265. Hamburger, Onno

266. hassan, sherfudeen

267. Hawke, Kyle

269. Hills, Martin

270. Ho, Karina

271. Holdren, Richard

272. Honée, Caspar

273. Johnson, George

274. Johnstone, Simon

275. Jones, Judy

276. Jones, Steven

277. Joshi, Gaurav

278. Judkiewicz, D. Michel

279. Ibarra, Rafael

280. Ivano Franco, Colombo

281. Jacknis, Norm

282. Jamerson, Gary L.

284. Karani, Sanjiv

285. KC, Guru Anand

286. Kenner, Pat

287. Khan, Sourabh

288. Kumar, Vijay

289. Kuzma, Claudia J.

290. King, Rod (Coordinator)

291. Kinsella, Bret

292. Klein, Mark

293. Kondili, Alma

294. Kuij, van der, Albert

295. Kulzak, Thomas

296. LaRue, William

297. Lazin, Lorant

298. Lendzion, Michelle

299. Lloyd, Bruce

300. Lovejoy, Susan

301. Lucarelli, Giovanni

303. Magariños, Marina

304. Maier, Kenneth

305. Marchant, Pierre

306. Markham, Roisin

307. Mascheri, Fabiano

308. Modali, Chandra

309. Moreham, Richard

310. Morgan, Rhidian

311. Movva, Siva Ganesh

312. Murphy, Kevin

313. McCann, Bailey

314. Medrano, Deborah

315. Menefee, Denise

316. Micenko, Miroslav

317. Michaels, Alan S.

319. Neijzen, Hans

320. Norte, Pedro

321. Nürnberger, Bernd

322. Nyo, Winston

323. Parker, Mark

324. Parker, Mike

325. Pearce, Lynn

326. Philabaum, Don

327. Pickering, Sandra

328. Oksendahl, Eric

329. Ortmann, Peter

330. Plishka, Mike

331. Poterman, Willem

332. Poul, Mary

333. Rafiq, Ahmed

334. Raman, Venkat

335. Rao, Ramachandra

336. Reed, Brady

337. Reinbolt, Gary

339. Rossard, Jacques

340. Roussat, Damien

341. RuedaLópez, Gustavo

342. Ryan, Tom

343. Savage, Edward

344. Sayir, Beril

345. Scaman, Melissa

346. Schadee, Pieter

347. Schulenburg, Marta

348. Settles, Clint

349. Saif, Mohammed

350. Salvachúa, Joaquín

351. Sanchez, Miriam

352. Sandoval, Ismael

353. Sarkar, Soumen

355. Simangunsong, Edward

356. Simon, Andrea

357. Singaravelan, A.

358. Sloper, Phillip

359. Smith, Vidal

360. Souza, Rodrigo

361. Taylor, Brian

362. Thompson, Maria

363. Thurlbeck, Shelagh

364. Tomasulo, Antonietta

365. Turner, Don

366. Spector, Jason

367. Stam, Bob

368. Stavropoulos, Leonidas

369. Stein, Colin

370. Stromberg, Gregory

371. Suri, Deepak

372. Sutherland, Ian

373. Ucar, Ferhan

374. Urban, Chris

375. Vaculisteanu, Andreea

376. van derErve, Marc

377. van derMeij, Jasper

378. van derStelt, Remco

379. Vann, Michael

380. Varela, Ana José

381. Vavere, Raimonds

382. Verbeeren, Bart

383. Virmani, Ravi

385. Warkentine, Blaine

386. Wendell, Bart

387. White, Steven

388. Whitlock, Warren

389. Williams, Doug

390. Yaakubovich, Yaniv

391. Yarhi, Adolfo

392. Young, Peter

393. Zheng, Boyang

394. Williams, Tim

395. Wittenberg, David