The document emphasizes the importance of developing a culture that prioritizes human connection and customer engagement, advocating for real culture assessments and strategic alignment to enhance employee and customer experiences. It highlights the necessity of leveraging data analytics to anticipate customer needs and create personalized interactions while engaging actively on social media. Additionally, it stresses empowering frontline employees and utilizing various service channels to provide seamless and memorable customer experiences.

1. Photo by marfis75 - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/45409431@N00

2. Treat Me Like a Human
• Be real human
• I need the feeling of being recognized, listened
to, valued and cared for
• Be driven by purpose not products provide me
compelling reasons to stay versus trapping me
• Be a member of my tribe, treat us as people
you share common passions with
• Be trust obsessed

3. Employee Engagement
Ask employees what they need to deliver better customer journeys
in the design stage

4. 2014 Was the Year of
Culture…Why?
• The pressure to innovate is high and is going
to continuously grow
• It is much easier to change strategy then it is to
change culture
• Successful organizations will design their
business strategies around their culture

5. Most organizations conduct culture assessments that amount to
nothing more than feel good, check the box exercises.
Conduct a real culture assessment…..who makes decisions,
how are resources allocated , how does work get prioritized,
what is rewarded and punished, how is the physical workspace
setup

6. Organization Alignment to Journey
Organizations are breaking down traditional functional
silos… at least the ones that will succeed
• Experienced based teams
• Experienced based product development
• Experienced based processes embedding socially
driven collaboration into the business processes
• Experienced based software
• Partnering across company even with competitors to
ensure the entire ecosystem of customer interaction is
improved

7. Insight
Insight is more critical than ever for all decisions and to make the
right changes

8. Anticipating Customer Needs is Becoming
Expected
• Rank customer behavior, distill patterns and
adapt to accommodate
• Calculated anticipation based on previous
patterns and changing expectations
– Allows for better cheaper service
• Customers have grown more impatient, we
want smart interactions
– Personalize experiences

9. Data Analysis is Bigger than Ever
more ways to learn from customers
• Co-create invite the crowd into your company
• Be super teachable, listen, customers have a lot to
teach/say and a strong desire to be heard
• Smartphones and social have enabled more real
time feedback
• Use of speech, mobile and predictive analytics to
decode real time experiences
• Capitalize on moments of truth
– Analyze customer journeys from an emotional
perspective

10. Social Media
Having social media presence on Facebook and Twitter and reacting to
customer complaints is not enough anymore, now you must engage on
social media

11. Unstructured Social Content…
92% of global consumers trust this more than all other forms of advertising
• Use it to create valuable content that markets your
organization
– Post videos on YouTube
• Response times on social media need to be less
than one hour and should be measured in minutes
• Engage with your customers…careful to avoid
social pollution know how to deliver the right
message at the right time to the right person
• Surveys are dying…feedback through social and
real time insights is where we are going

12. Service differentiated with personalization
Beyond UX and Customer Experience Management (which is nice, easy
and more convenient) make memorable, distinctive experiences

13. Services are Delivered while Experiences are
Staged
• Empathy over cold, tone deaf policies
• Practical and convenient interactions are now just
table stakes…the best are building memories by
touching our emotions
– Successful start-ups are built for customer experiences
and typically for themselves as the customer
• Give your frontline back the power to prioritize
customer problems above the business priorities

14. New Service Channels are Ubiquitous
• Mobile is everywhere…using smartphones and
GPS to capture customer feedback and drive
instantaneous customer experiences is crucial to
be competitive
• Omni-channel – channel consistency…technology
to enable greater dissemination of unified,
repeatable and personalized experiences
• Self Service – is becoming the first resolution
stop
• Text Messaging
• Rise of Virtual IVRs