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Move over UX CX HX Human Experience

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Ray Poynter
Ray Poynter

The document discusses the shift from user experience (UX) and customer experience (CX) to focus more on human experience (HX). It argues that to truly understand customers and business, companies need to understand people rather than just viewing them as consumers. The three pillars of HX are discussed as understanding, authenticity, and belonging. Examples are given of companies like Huggies and Unilever that are taking a more human-centric approach to understand people's needs, challenges, and motivations to build empathy and belonging.

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Move over UX and CX, here comes HX (Human Experience) The Festival of NewMR, March 2020 Ray Poynter Potentiate Amélie de Brem Potentiate
Sponsors Gold Silver The Festival of NewMR, March 2020
2020 Vision Product -> Experience Product Centricity -> Customer Centricity Customer Centricity -> Human Centricity Product parity Service parity Supply parity Advertising $ parity The Festival of NewMR, March 2020
People Don’t Rotate Around Brands Value Viv Cool Charlie Status Sam Loyal Leslie Brand Brands Rotate Around People The Festival of NewMR, March 2020
Simon Harrington’s World The Festival of NewMR, March 2020
Brands Colleagues & Neighbours Amélie’s World Family & Friends The Festival of NewMR, March 2020
The Festival of NewMR, March 2020
Simon Sinek 100% of customers are people. 100% of employees are people. If you don't understand people, you don't understand business. HX and Research The Festival of NewMR, March 2020
We need more than CX and UX Stan Sthanunathan Executive Vice President Consumer & Market Insights at Unilever “We’re too focused on understanding consumption behaviour and shopping behaviour. We need to understand the human condition, which you’ll only know by observing, listening, synthesising and deducing.” ResearchLive, 2009 The Festival of NewMR, March 2020
The Three Pillars of HX Understanding Authenticity Belonging Empathy The Festival of NewMR, March 2020
The Festival of NewMR, March 2020
Huggies – Mums judge their parenting Check out the video at https://youtu.be/piohRBLld8w #becomfortableinyourskin The Festival of NewMR, March 2020
Leveraging Communities
People Centricity What do your customers do when they are not buying/using your products? What are their needs and challenges? What is their ‘Why’? How do things change over time? How can you build empathy, belonging, & authenticity? The Festival of NewMR, March 2020
Thank You Amélie de Brem Potentiate Ray Poynter Potentiate The Festival of NewMR, March 2020
Q & A Amélie de Brem Potentiate Ray Poynter Potentiate The Festival of NewMR, March 2020
Sponsors Gold Silver The Festival of NewMR, March 2020

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