How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
This presentation covers 25 inspiring stories from around the world in 2015 that we believe can help organisations achieve their customer experience goals. Covering customer engagement innovations, employee empowerment success, customer insight improvements to customer advocacy enablement, this presentation will help inspire new ideas to transform brands.
Digital will be on the business agenda for the foreseeable future. Using service design thinking can bring another level of capabilities to organisations by bringing in the crucial human perspective that makes any digital endeavour more relevant.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Ticketing Professionals webinar: What to do now, what to do next Ash Mann
Ash Mann, Substrakt's Managing Director spoke as part of the Ticketing Professionals Conference's webinar series which replaced the cancelled 2020 conference.
The cultural sector has been through an enforced, rushed programme of digital transformation. We need to review our thinking around all of our digital activity to set ourselves up for success as we come out of the current Covid-19 crisis.
From strategy, mission, values and brand through to systems and tooling, focusing on user experience, and how we gather and use data, what got us to where we are today is unlikely to be what will serve us best in the long run.
How the world embraced customer experience in 2015: A visual journey to inspi...Rant & Rave
This presentation covers 25 inspiring stories from around the world in 2015 that we believe can help organisations achieve their customer experience goals. Covering customer engagement innovations, employee empowerment success, customer insight improvements to customer advocacy enablement, this presentation will help inspire new ideas to transform brands.
Digital will be on the business agenda for the foreseeable future. Using service design thinking can bring another level of capabilities to organisations by bringing in the crucial human perspective that makes any digital endeavour more relevant.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Ticketing Professionals webinar: What to do now, what to do next Ash Mann
Ash Mann, Substrakt's Managing Director spoke as part of the Ticketing Professionals Conference's webinar series which replaced the cancelled 2020 conference.
The cultural sector has been through an enforced, rushed programme of digital transformation. We need to review our thinking around all of our digital activity to set ourselves up for success as we come out of the current Covid-19 crisis.
From strategy, mission, values and brand through to systems and tooling, focusing on user experience, and how we gather and use data, what got us to where we are today is unlikely to be what will serve us best in the long run.
Supplementing article: http://www.nomensa.com/blog/2015/ux-maturity-reality-performance
Video: https://youtu.be/B6oJL-MbPm8
Simon Norris' talk at Interact London 2015, UX Maturity: The Reality of Performance takes an intellectual slant on UX Strategy, sharing knowledge and insight from Nomensa's engagement with Liberty Global to create a Pan-European Brand-Agnostic UX Strategy.
CityVerve Human Centred Design InductionDrew Hemment
CityVerve Human Centred Design, Induction Workshop, 27 July 2016
Selection of slides from the Human Centred Design induction workshop for project teams with whom FutureEverything will be working in CityVerve.
Authors: Drew Hemment, Simone Carrier, Matt Skinner
This webinar focused on data, data sharing and how this is vital in the creation of a viable data strategy. Paul Connell opened up with an introduction to ODI Leeds - a pioneer node of the Open Data Institute, created to explore and deliver the potential of open innovation with data at city scale. Working to improve lives, help people and create value. Paul will discuss the ‘radically open’ way of working, where projects and data are shared, and the internet is used the way it’s supposed to be! Whilst highlighting the 'Open Data Saves Lives' Initiative, in response to the COVID-19 pandemic.
Following Paul we had Steve Simpson, Head of ICT, Lancaster City Council who discussed the processes behind the Digital Lancaster Strategy, recently launched.
To conclude the webinar Colin Munro, Managing Director, Miconex. Colin, the Smart Cities UK 2020 Data award winner, explored how Smart Loyalty programmes can generate data sets that provide local authorities with valuable data about how local citizens travel to and use their local towns and cities. He also highlighted how Smart Loyalty can be used to incentivise behavioural change and encourage use of sustainable travel options as well as encouraging and promoting a more localised spend, supporting carbon reduction.
In de masterclass klantgericht innoveren speelt service design een grote rol. In een paar uur geeft Caroline een snelcursus customer journey denken, waardoor de klant op een praktische en toepasbare manier centraal wordt gezet.
Presentation given during the 1st meeting of the Michigan Automotive & Mobility UX group on Thursday, 2/7/2019. Parrish Hanna of movotiv presented “10 Topics of Auto & Mobility UX” and the role that we as UX professionals play in these domains. Attendees include professionals from automotive OEMs, auto and mobility suppliers, design firms, Michigan universities, research companies, software companies and more.
The group also discussed potential topics and speakers for future monthly meetings. Find more information and join the group here: https://www.meetup.com/MichiganAutomotiveUX/
The Digital Organisation
Michael Adams,
Auckland Theatre Company
In this conversation Auckland Theatre Company’s Michael Adams, will talk about the strategy the company is developing, entitled Bridging the Virtual and Real Worlds, as it prepares to open its new theatre on Auckland’s waterfront as well as positioning itself as a 21st century company. He will discuss their first milestones towards this major digital overhaul including auditing and mapping the current situation and preparing requests for proposals for the underlying business systems that will support greater audience facing goals.
While a project of this kind may appear daunting and the learning curve steep, the key to success is determining the best place to start and breaking the overall project down into manageable parts. You’ll leave this session with tips and skills for your digital project, irrespective of its scale. You’ll also receive:
• Useful tactics for visually representing your digital organisation.
• Tactics for auditing your current situation to reveal the digital areas which are essential to work on in order to realise that goal.
Severin is an ambitious and experienced designer. And when Intersection Railways called for a major overhaul of a part of their product and service portfolio, they set out for making an impact. Severin brought together all the stakeholders, they set an ambitious goal to significantly shift the customer’s experience, and with their team they researched, prototyped and mapped out a better future journey.
But then it fell apart. That reorganisation messed up the responsibilities. Many customer insights turned out to be just assumptions. The IT change was too hard, the regulations were too constraining. And their stakeholders were not that convinced after all. What just happened?
Design at scale is hard. In this session, Milan will show how Severin reengages his co-creators to tackle the true scope of the change required, including organisation, operations, and ecosystem partners. Using a set of recurring patterns and a set of maps, they open the conversation to the target Enterprise Design: what we can do, where to go next, and what to change to get there. And ultimately, how to deliver on their ambitious vision for a better service.
You will learn:
How to reveal the links: map out how your enterprise pursues its purpose, the capabilities it relies on to deliver, and the experience outcomes it enables for customers and others
Have the right conversations: how to create clarity when developing product strategy, business transformation or investment options, collaboratively and visually
How to draw your enterprise on a napkin: learn how to establish a business geography to facilitate joint wayfinding between stakeholders
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
UX Bristol 2017 - Three steps to consistent, connected, cross channel custome...Alan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
* assessing the state of UX in your organisation
* learning how to improve the research that you do
* seeing new ‘agile' ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
“Design is how it works.” Steve Jobs
That is what we have set out to do: to define how a modern travel experience should work. That is what we are going to honor with our inaugural Skift Design Awards, what we hope will become the most aspirational awards in the global travel industry and help elevate the role of transformational design experiences that enhance the traveler journey.
We believe the role of design cuts across every part of travel: the physical and digital touch points, the built environments, tech-enabled services, and experiential moments during and post travel.
So we have come up with a manifesto on how to understand design’s role in the travel industry: it will help the travel and allied companies understand the broader role of design and its application to the traveler experience, and its implications on business transformation and customer loyalty.
In today’s consumer-centric world where experiences, personal fulfilment, and transformative moments are revered as the ultimate currency, the role of design – in every sense of the word – has never been more important.
Learn more about Skift Design Awards and apply here: https://skift.com/awards/
Updated: May 22, 2019
Global launch of the Healthy Ageing and Prevention Index 2nd wave – alongside...ILC- UK
The Healthy Ageing and Prevention Index is an online tool created by ILC that ranks countries on six metrics including, life span, health span, work span, income, environmental performance, and happiness. The Index helps us understand how well countries have adapted to longevity and inform decision makers on what must be done to maximise the economic benefits that comes with living well for longer.
Alongside the 77th World Health Assembly in Geneva on 28 May 2024, we launched the second version of our Index, allowing us to track progress and give new insights into what needs to be done to keep populations healthier for longer.
The speakers included:
Professor Orazio Schillaci, Minister of Health, Italy
Dr Hans Groth, Chairman of the Board, World Demographic & Ageing Forum
Professor Ilona Kickbusch, Founder and Chair, Global Health Centre, Geneva Graduate Institute and co-chair, World Health Summit Council
Dr Natasha Azzopardi Muscat, Director, Country Health Policies and Systems Division, World Health Organisation EURO
Dr Marta Lomazzi, Executive Manager, World Federation of Public Health Associations
Dr Shyam Bishen, Head, Centre for Health and Healthcare and Member of the Executive Committee, World Economic Forum
Dr Karin Tegmark Wisell, Director General, Public Health Agency of Sweden
Supplementing article: http://www.nomensa.com/blog/2015/ux-maturity-reality-performance
Video: https://youtu.be/B6oJL-MbPm8
Simon Norris' talk at Interact London 2015, UX Maturity: The Reality of Performance takes an intellectual slant on UX Strategy, sharing knowledge and insight from Nomensa's engagement with Liberty Global to create a Pan-European Brand-Agnostic UX Strategy.
CityVerve Human Centred Design InductionDrew Hemment
CityVerve Human Centred Design, Induction Workshop, 27 July 2016
Selection of slides from the Human Centred Design induction workshop for project teams with whom FutureEverything will be working in CityVerve.
Authors: Drew Hemment, Simone Carrier, Matt Skinner
This webinar focused on data, data sharing and how this is vital in the creation of a viable data strategy. Paul Connell opened up with an introduction to ODI Leeds - a pioneer node of the Open Data Institute, created to explore and deliver the potential of open innovation with data at city scale. Working to improve lives, help people and create value. Paul will discuss the ‘radically open’ way of working, where projects and data are shared, and the internet is used the way it’s supposed to be! Whilst highlighting the 'Open Data Saves Lives' Initiative, in response to the COVID-19 pandemic.
Following Paul we had Steve Simpson, Head of ICT, Lancaster City Council who discussed the processes behind the Digital Lancaster Strategy, recently launched.
To conclude the webinar Colin Munro, Managing Director, Miconex. Colin, the Smart Cities UK 2020 Data award winner, explored how Smart Loyalty programmes can generate data sets that provide local authorities with valuable data about how local citizens travel to and use their local towns and cities. He also highlighted how Smart Loyalty can be used to incentivise behavioural change and encourage use of sustainable travel options as well as encouraging and promoting a more localised spend, supporting carbon reduction.
In de masterclass klantgericht innoveren speelt service design een grote rol. In een paar uur geeft Caroline een snelcursus customer journey denken, waardoor de klant op een praktische en toepasbare manier centraal wordt gezet.
Presentation given during the 1st meeting of the Michigan Automotive & Mobility UX group on Thursday, 2/7/2019. Parrish Hanna of movotiv presented “10 Topics of Auto & Mobility UX” and the role that we as UX professionals play in these domains. Attendees include professionals from automotive OEMs, auto and mobility suppliers, design firms, Michigan universities, research companies, software companies and more.
The group also discussed potential topics and speakers for future monthly meetings. Find more information and join the group here: https://www.meetup.com/MichiganAutomotiveUX/
The Digital Organisation
Michael Adams,
Auckland Theatre Company
In this conversation Auckland Theatre Company’s Michael Adams, will talk about the strategy the company is developing, entitled Bridging the Virtual and Real Worlds, as it prepares to open its new theatre on Auckland’s waterfront as well as positioning itself as a 21st century company. He will discuss their first milestones towards this major digital overhaul including auditing and mapping the current situation and preparing requests for proposals for the underlying business systems that will support greater audience facing goals.
While a project of this kind may appear daunting and the learning curve steep, the key to success is determining the best place to start and breaking the overall project down into manageable parts. You’ll leave this session with tips and skills for your digital project, irrespective of its scale. You’ll also receive:
• Useful tactics for visually representing your digital organisation.
• Tactics for auditing your current situation to reveal the digital areas which are essential to work on in order to realise that goal.
Severin is an ambitious and experienced designer. And when Intersection Railways called for a major overhaul of a part of their product and service portfolio, they set out for making an impact. Severin brought together all the stakeholders, they set an ambitious goal to significantly shift the customer’s experience, and with their team they researched, prototyped and mapped out a better future journey.
But then it fell apart. That reorganisation messed up the responsibilities. Many customer insights turned out to be just assumptions. The IT change was too hard, the regulations were too constraining. And their stakeholders were not that convinced after all. What just happened?
Design at scale is hard. In this session, Milan will show how Severin reengages his co-creators to tackle the true scope of the change required, including organisation, operations, and ecosystem partners. Using a set of recurring patterns and a set of maps, they open the conversation to the target Enterprise Design: what we can do, where to go next, and what to change to get there. And ultimately, how to deliver on their ambitious vision for a better service.
You will learn:
How to reveal the links: map out how your enterprise pursues its purpose, the capabilities it relies on to deliver, and the experience outcomes it enables for customers and others
Have the right conversations: how to create clarity when developing product strategy, business transformation or investment options, collaboratively and visually
How to draw your enterprise on a napkin: learn how to establish a business geography to facilitate joint wayfinding between stakeholders
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
UX Bristol 2017 - Three steps to consistent, connected, cross channel custome...Alan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
* assessing the state of UX in your organisation
* learning how to improve the research that you do
* seeing new ‘agile' ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
“Design is how it works.” Steve Jobs
That is what we have set out to do: to define how a modern travel experience should work. That is what we are going to honor with our inaugural Skift Design Awards, what we hope will become the most aspirational awards in the global travel industry and help elevate the role of transformational design experiences that enhance the traveler journey.
We believe the role of design cuts across every part of travel: the physical and digital touch points, the built environments, tech-enabled services, and experiential moments during and post travel.
So we have come up with a manifesto on how to understand design’s role in the travel industry: it will help the travel and allied companies understand the broader role of design and its application to the traveler experience, and its implications on business transformation and customer loyalty.
In today’s consumer-centric world where experiences, personal fulfilment, and transformative moments are revered as the ultimate currency, the role of design – in every sense of the word – has never been more important.
Learn more about Skift Design Awards and apply here: https://skift.com/awards/
Updated: May 22, 2019
Global launch of the Healthy Ageing and Prevention Index 2nd wave – alongside...ILC- UK
The Healthy Ageing and Prevention Index is an online tool created by ILC that ranks countries on six metrics including, life span, health span, work span, income, environmental performance, and happiness. The Index helps us understand how well countries have adapted to longevity and inform decision makers on what must be done to maximise the economic benefits that comes with living well for longer.
Alongside the 77th World Health Assembly in Geneva on 28 May 2024, we launched the second version of our Index, allowing us to track progress and give new insights into what needs to be done to keep populations healthier for longer.
The speakers included:
Professor Orazio Schillaci, Minister of Health, Italy
Dr Hans Groth, Chairman of the Board, World Demographic & Ageing Forum
Professor Ilona Kickbusch, Founder and Chair, Global Health Centre, Geneva Graduate Institute and co-chair, World Health Summit Council
Dr Natasha Azzopardi Muscat, Director, Country Health Policies and Systems Division, World Health Organisation EURO
Dr Marta Lomazzi, Executive Manager, World Federation of Public Health Associations
Dr Shyam Bishen, Head, Centre for Health and Healthcare and Member of the Executive Committee, World Economic Forum
Dr Karin Tegmark Wisell, Director General, Public Health Agency of Sweden
Redefining lifelong learning webinar presentation slides.pptxILC- UK
We know that we’re living longer, which means many people will also be working for longer. One in seven people over 65 are still employed in the UK, but we’re still seeing challenges in our labour markets.
According to the ILC’s Healthy Ageing and Prevention Index, the UK’s work span is only 31.5 years, ranking the UK 47th out of 121 countries. Skills shortages driven by demographic change are hitting all sectors of the UK’s economy: by 2030, we could see a shortage of 2.6 million workers. On the other hand, if UK employment rates for those aged 50 to 64 matched the rates of those aged 35 to 49, the country’s GDP would increase by more than 5%.
One way to improve work span and employment is through lifelong learning. However, in the UK, as the Learning and Work Institute’s Adult Participation in Learning survey showed, rates of learning continue to fall with age. In 2023, only 36% of people aged 55 to 64, 24% of those aged 65 to 74, and 17% of those aged 75 and over said that they’d taken part in any kind of learning in the past three years.
To better understand the approaches in other countries, we consulted with experts in lifelong learning, both from the UK and globally. ILC's report, in collaboration with Phoenix Insights, Redefining lifelong learning: lessons from across the globe considers the approaches taken in Singapore, Japan, South Korea, Canada, Germany, the Netherlands and Sweden. While each country’s approach is different, and shaped by its wider cultural, political and economic context, there are some common threads including: learning culture; the range of learning opportunities on offer; levels of support and investment; and accessibility
"If only I had"... LV= insights into retirement planning webinarILC- UK
As part of this debate LV= shares the findings from their quarterly Wealth and Wellbeing research programme, which surveys a nationally representative sample of 4,000 adults across the UK on a variety of topics, including their changing attitude to their finances and their wider wellbeing.
Healthy Ageing and Prevention Index - Our impactILC- UK
This year, ILC-UK launched the Healthy Ageing and Prevention Index. This slide deck summarizes what we’ve achieved so far and sets out our plans for 2024 to continue to shape the agenda on global health.
Alongside the G20 Health Ministers’ meeting in Gandhinagar, India, in August, ILC-India and ILC-UK held a joint high-level side event to amplify the importance of healthy ageing and prevention among the G20.
Plugging the gap: Estimating the demand and supply of jobs by sector in 2030ILC- UK
The UK economy could see a shortfall of 2.6 million workers by 2030 – almost twice the workforce of the NHS – as a result of population ageing, the COVID pandemic and Brexit.
These shortfalls will affect the whole economy, with manufacturing, retail, construction, transport, health and social care among the sectors projected to be hardest hit.
To plug these gaps, Government must introduce a comprehensive Workforce Strategy looking at:
How to support people to stay in the workforce for longer, e.g. by supporting healthy workplaces, supporting carers and creating flexible conditions that suit people’s needs.
How to ameliorate childcare costs and reintegrate people into the workforce following timeout for caring or a health need
The role of migration and automation in addressing major workforce gaps
Leaving no one behind: Progress on Life Course Immunisation Roundtable – alon...ILC- UK
Leaving no one behind: Progress on Life Course Immunisation Roundtable – alongside the World Health Assembly
Date: Tuesday 23 May 2023
Time: 13.00 – 14.30 (CET), followed by refreshments
Location: Geneva Press Club, Geneva, Switzerland
Global launch of the Healthy Ageing and Prevention Index alongside the 76th World Health Assembly
Date: Tuesday 23 May 2023
Time: 3.30pm – 4.30pm (CET) launch, followed by networking with refreshments
Location: Geneva Press Club, Geneva, Switzerland
G7 high-level side event in Niigata: Healthy ageing and prevention
Date: Wednesday 10 May 2023
Time: 2.00pm – 3.30pm (JST), followed by networking with refreshments
Location: Niigata, Japan
Vaccine confidence in Central and Eastern Europe working lunchILC- UK
At this exclusive working lunch, we discussed the International Longevity Centre UK’s (ILC-UK) forthcoming report on vaccine confidence in Central & Eastern Europe (CEE).
During this event, we shared the findings from our policy publication on what we think should be the priorities for the G20 in India and the key messages we want to disseminate to ministers and world leaders. We heard from experts on the opportunities and challenges to engage India and the G20 with prevention and healthy ageing and identify further opportunities to maximise our engagement while at the G20 in September.
Final Marathon or sprint launch Les Mayhew slides 19 April.pptxILC- UK
Research by the International Longevity Centre UK (ILC) funded by Bayes Business School — based on Commonwealth Games competitor records since the inaugural event in 1930 — shows large differences in the longevity of medal winners compared to people in the general population that were born in the same year. A report finds that top-level sports people can live over 5 years longer than the rest of the population.
Launching Trial and error: Supporting age diversity in clinical trialsILC- UK
During this virtual event, Esther McNamara, ILC's Senior Health Policy Lead, presents the Trial and error report’s findings and recommendations. A panel of five experts respond to the report and discuss how improved age diversity will benefit patients of all ages.
Report launch - Moving the needle: Improving uptake of adult vaccination in J...ILC- UK
Launch of the Moving the needle report, produced by ILC-UK in partnership with Stripe Partners.
This event was chaired by Dr Noriko Cable, Honorary Senior Research Fellow, Institute of Epidemiology & Health, UCL. Speakers include:
Arabella Trower, Senior Consultant, Stripe Partners
David Sinclair, Chief Executive, ILC-UK
Dr Charles Alessi, Chief Clinical Officer, éditohealth
Jason James, Director General, Daiwa Anglo-Japanese Foundation
Dr Michael Hodin, CEO, Global Coalition on Aging
Report launch - Moving the needle: Improving uptake of adult vaccination in J...
Customer Experience in the Fifteen-Minute City, by Stephen Spencer
1. Customer Experience in
the Fifteen-Minute City
Stephen Spencer, Ambience Director, Stephen Spencer + Associates
2. 2
Topics…
• The 15-Minute City Concept in
Oxford
• How humans “experience”
• Understanding and
maximising the benefits of
both physical + digital CX to
meet customer expectations
and aspirations
• The way forward – with a
SPACE MAN
3. 3
The 15-
minute
city…
• “…a town or city can be
designed so that pretty much
all the stuff you need in your
daily life is no more than 15
minutes’ walk or cycle away.
• One example is Paris, whose
mayor Anne Hidalgo has led a
huge campaign in recent years
to build more public parks and
cycle lanes.”
- Ed Cunningham, Time Out,
February 2023
“In its Local Plan 2040, Oxford
City Council proposed installing
15-minute neighbourhoods
throughout the city over the next
20 years. These plans don’t
include restricting people to their
local areas, but instead focus on
improving infrastructure and
increasing mobility within
neighbourhoods.
However, Oxfordshire County
Council also recently announced
traffic-reducing measures
throughout the city.
At the end of the day, a 15-
minute city will be one that’s
built for humans rather than
cars. And that, we’re sure you’ll
agree, can only be a good thing
– for both us and the planet.”
4. 4
The
customer
realm
(Whether you call them customers,
visitors, stakeholders or residents,
they ARE experiencing your
destination!)
Customer experience doesn't happen
in a vacuum. So we need to relate it
to the nature of our destination; the
experience concept (including
online).
Within the realm, are all the elements
that you would like your customer to
experience.
For older customers and employees,
accessibility is a basic hygiene
factor.
“You cannot, not have an experience.”
– Lou Carbone, Godfather of CX
5. 5
Mapping
the
journey
Begin by thinking about where
your customer’s journey starts
Literally map all the
touchpoints (interactions)
The touchpoints that really count
are called Moments of Truth
(MoTs)…
6. 6
The
Customer
Journey:
some key
concepts
• How Experiences, Memories, +
Reputations are made
• The Primacy Law
• The Peak-End Rule
• The Decompression Zone
• The Butt-Brush Effect
• Human Physiology
7. 7
A simple model that enables organisations + destinations to design, plan,
monitor and manage an ideal customer experience:
● Defining your Story and what makes your destination unique
● Aligning your Team to deliver the Story in every interaction
● Modelling Ambience - how your customer experiences your destination,
through their five senses
● Bringing your key customer (Recipient)
personas vividly to life
● Identifying the Systems that will drive
the delivery of your experience
Customer
Experience
design:
the STARS
Model
8. 8
Why
Ambience is
the key to
success
A study by Rockefeller University in
New York suggested that
customers remember 1% of what
we touch, 2% of what we hear, 5%
of what we see, 15% of what we
taste and 35% of what we smell.
In our view there’s a sixth sense:
the feeling customers get when the
whole experience delivers the
brand promise.
9. 9
Why the
Sixth Sense
is the key to
success
• When it “feels” right
• When employees, customers,
and stakeholders are aligned
to your story
• When customer
satisfaction/VFM scores
increase
• When positive wellbeing,
community cohesion and
economic benefits are flowing
“Excite the mind, and the hand will reach for the
pocket.”
- H. Gordon Selfridge
10. 10
Culture Hint, led by Co-
founder and CEO Cesare
Fialà, uses Artificial
Intelligence to improve
cultural venues and
destinations.
At each Moment of Truth, what does success need to happen? That’s where
the intelligent use of data and software comes in.
As an example: is every single visitor greeted at the welcome MoT? And at
the end MoT, is each visitor encouraged to bring home a souvenir or a gift
from our venue, to remember us after their visit or to delight their loved ones
with a treat?
This approach allowed Culture Hint to achieve results such as a 97%
increase in retail spend per visitor, at The Postal Museum.
For any business: the start point is knowing which data to collect, and how
to use it.
“IA (Intelligence, Augmented) versus
AI (Artificial Intelligence)”
- Tom Peters
11. 11
The way
ahead –
with a
SPACE
MAN
Question: how do we make our
policymaking and implementing
structures work in a more
responsive, dynamic and
sustainable way?
S ERVICE - the Service Proposition, designed and delivered by
the businesses themselves
P IONEERS - the early adopters, who will bring the Service
Proposition to life
A DVOCATES - influencers - people and organisations - who
can promote and support the initiative
C OMMUNICATION - effective, appropriate, responsive,
internal and external
E NERGY - real teamwork, passion, "A Bias for Action", in
pursuit of a compelling Vision
M OMENTUM - identifying milestones, celebrating
achievements, quickly overcoming challenges
A UTHORITY - "owning" and delivering the Proposition with
quality and continuous improvement
N EXT STEPS - having "a Plan", thinking ahead, eyes on the
next horizon