The document discusses how organizations can prepare for the "digitally native customer" through an Opportunity Launchpad workshop. The workshop involves: 1. Defining who the digitally native customer is and their behaviors and attitudes. 2. Prioritizing the digitally native customer's needs and exploring disconnects between their desired experience and current experience. 3. Creating a roadmap to frame opportunities to transform the customer experience and better meet the needs of this audience.

1. MADE
FORTHE
DIGITALLY
NATIVEaworksession
The digitally native customer...
We’ll use the Opportunity Launchpad™ to...
Is your strategy ready for the
digitally native customer?
Is your organization ready
to digitally transform the
customer experience?
Define the
‘digitally native’
customer
Prioritize
the audience
needs
Map the
desired vs. current
experience
Frame the
opportunity to
transform
Is going direct
Requires more customization than ever
Wants to do it on their own time, not yours
Doesn’t always want to talk in person
Is not afraid to explore alternative partners

2. The big question:
How is the digitally native customer impacting our core brand(s), business and growth?
Approach:
The Opportunity Launchpad™
Key ingredients to the workshop:
1. Define the ‘digitally native’ customer
2. Prioritize their needs
3. Explore the disconnects between their desired and current experience
4. Structure a roadmap to frame the opportunity
MADEFORTHEDIGITALLY NATIVE
HOWTHESESSION
WILLRUN
Agenda flow:
WHO is the ‘digitally
native’ customer?
Who do we think they are?
What are their behaviors
and attitudes towards
our product(s)?
What are their motivations?
How do they want to engage?
WHAT is their
desired experience?
What are the touchpoints and
moments that matter?
What needs to change in the
current experience?
What do we need to create?
HOW do we prioritize?
What have we tried before?
What is our organizational
readiness?
How can we finalize, scope
and test, in order to make the
business case?