Customer Worthy Part 5 of 6 examines the internet of things and demands that companies take responsibility for managing customer and protecting data while CxC matrix and customer frameworks isolate where companies must be innovative in customer experience. Thorough walk through of customer experience design at 24 frames per second by MRHoffman
Customer Worthy 2012 Customer Experience ForecastClient X Client
Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm
The document expresses gratitude for various abilities and blessings, noting that others are less fortunate by stating "There are those who..." for each item. It is a presentation expressing thankfulness for things like being able to walk, see, hear, have one's heart touched, move freely, be loved, work, help others, and have friends, while acknowledging that not all people have these same abilities or blessings. It concludes by wishing everyone happiness and success in life.
This document provides a 3-step summary of the Photostory teacher's guide for creating a photo movie project:
1. Add photos, titles, effects, narration, and music to each photo on the storyboard. Customize motions, transitions, and audio levels between photos.
2. Preview the entire movie and make any necessary edits. Save the project for future editing or save as a movie file.
3. Choose a save location and title for the movie file. View the completed movie in Windows Media Player.
1) Women early in their legal careers face challenges in being included in professional networks and are more quickly dropped from consideration than male counterparts, as superiors may be hesitant to provide feedback or criticize to avoid hurting feelings.
2) Early in one's career, it is important to own problems, seek and accept feedback, and propose solutions rather than make excuses.
3) When interacting with partners and in professional settings, one should introduce themselves confidently, make eye contact, thoughtfully consider opposing views, and acknowledge when they are wrong while still advocating for clients.
The document provides an overview of negotiation strategies and challenges faced by women in negotiations. It discusses how women are less likely to initiate negotiations, ask for less, and negotiate salaries less frequently than men. As a result, women often lose out on hundreds of thousands of dollars over their careers compared to men. The document then outlines different bargaining styles used by men and women and strategies for effective negotiations, including identifying interests, creating value for both sides, and finding integrative solutions that address everyone's interests.
1) BIC allows companies to have a virtual office with business identity, communication tools, collaboration services, and computing resources without maintaining a physical office space. This can save an average of $300 per month compared to traditional options.
2) Services include a business address, phone number, fax, audio/web conferencing, file sharing, software access, and a web portal to manage all services remotely.
3) With BIC's virtual platform, companies can access their office tools and run their business from anywhere rather than being tied to a physical location.
DRI Women Lawyers' Success Negotiation Seminar Part ThreeVictoria Pynchon
The document discusses strategies for creating value in negotiations, including finding areas of compatibility, logrolling, trading time preferences, and adding additional issues. It also discusses cognitive biases that can influence perceptions of a negotiating partner's bottom line. Finally, it provides tips for dealing with impasse, determining the true motivations and constraints of the other side, using bracketing and hypothetical offers, managing contingencies, being prepared to walk away, problem solving openly, and properly closing a negotiation.
Customer Worthy 2012 Customer Experience ForecastClient X Client
Will you be customer worthy in 2012? Michael R Hoffman presentation to national customer management conference delivers insights, challenges and opportunities for 2012 customer experience management. Technology, strategy, reporting, from internet of things to occupy wall street, privacy and customer experience prediction algorithm
The document expresses gratitude for various abilities and blessings, noting that others are less fortunate by stating "There are those who..." for each item. It is a presentation expressing thankfulness for things like being able to walk, see, hear, have one's heart touched, move freely, be loved, work, help others, and have friends, while acknowledging that not all people have these same abilities or blessings. It concludes by wishing everyone happiness and success in life.
This document provides a 3-step summary of the Photostory teacher's guide for creating a photo movie project:
1. Add photos, titles, effects, narration, and music to each photo on the storyboard. Customize motions, transitions, and audio levels between photos.
2. Preview the entire movie and make any necessary edits. Save the project for future editing or save as a movie file.
3. Choose a save location and title for the movie file. View the completed movie in Windows Media Player.
1) Women early in their legal careers face challenges in being included in professional networks and are more quickly dropped from consideration than male counterparts, as superiors may be hesitant to provide feedback or criticize to avoid hurting feelings.
2) Early in one's career, it is important to own problems, seek and accept feedback, and propose solutions rather than make excuses.
3) When interacting with partners and in professional settings, one should introduce themselves confidently, make eye contact, thoughtfully consider opposing views, and acknowledge when they are wrong while still advocating for clients.
The document provides an overview of negotiation strategies and challenges faced by women in negotiations. It discusses how women are less likely to initiate negotiations, ask for less, and negotiate salaries less frequently than men. As a result, women often lose out on hundreds of thousands of dollars over their careers compared to men. The document then outlines different bargaining styles used by men and women and strategies for effective negotiations, including identifying interests, creating value for both sides, and finding integrative solutions that address everyone's interests.
1) BIC allows companies to have a virtual office with business identity, communication tools, collaboration services, and computing resources without maintaining a physical office space. This can save an average of $300 per month compared to traditional options.
2) Services include a business address, phone number, fax, audio/web conferencing, file sharing, software access, and a web portal to manage all services remotely.
3) With BIC's virtual platform, companies can access their office tools and run their business from anywhere rather than being tied to a physical location.
DRI Women Lawyers' Success Negotiation Seminar Part ThreeVictoria Pynchon
The document discusses strategies for creating value in negotiations, including finding areas of compatibility, logrolling, trading time preferences, and adding additional issues. It also discusses cognitive biases that can influence perceptions of a negotiating partner's bottom line. Finally, it provides tips for dealing with impasse, determining the true motivations and constraints of the other side, using bracketing and hypothetical offers, managing contingencies, being prepared to walk away, problem solving openly, and properly closing a negotiation.
This is a presentation I gave at FashionCamp LA on Sunday, June 13th. I spoke to useful executions of Augmented Reality along with how AR is currently being used in Fashion.
This is a presentation for FashionCamp LA on Sunday, June 13th. Zugara spoke to useful executions of Augmented Reality along with how AR is currently being used in Fashion.
This was a presentation on Augmented Reality I gave at IHAF (In House Agency Forum) in Boston on October 7, 2010. The presentation covers basics of Augmented Reality, Best Practices, Examples That Work and Demos.
Developer connect - what the app explosion means for developersAnton McConville
This document discusses the implications of the growing app landscape for developers. It notes that apps have changed how people interact with everything in only 20 years since the internet and 8 years since smartphones became intelligent. Apps provide input, processing, and output capabilities. The cloud is critical to enabling hosting, reach, instant scaling, and services for apps. Bluemix is presented as a canvas that provides services, runtime choices, and scalability for developing modern apps. Examples are given of popular apps that connect people and personalized apps in areas like commerce, banking, and travel. The potential of location-aware and contextual apps is discussed. The document promotes using hackathons to explore cloud technologies and developing apps for a smarter planet.
The document discusses various topics relating to industrial revolution 4.0 including 3D printing, augmented reality, flying taxis, and an e-companion using artificial intelligence. It also covers components of industry 4.0, a potential aerospace company called Buraakh, using augmented reality in construction projects, and challenges and proof of concepts for flying taxis and an AI companion.
Emomime startup presentation - Artificial Intelligence that transforms a sho...Maria Vircikova
Replacing static, old-fashioned mannequins with an intelligent avatar which analyzes people passing by. Using this data (gender, age and clothes) the avatar tries to attract people’s attention and lure them into the shop. The avatar’s artificial intelligence based on cloud-computing is constantly improving its behavior.
The document describes PANACEA, an augmented reality application built to manage contacts and location services within an enterprise. It uses computer vision techniques like face and object recognition to identify people and locations. Faces are recognized using a hybrid approach combining on-device and cloud-based training to enable real-time recognition. Locations are identified through "PlaceMarks" - recognized objects like posters that are tagged with location metadata to enable hyper-local communication without traditional GPS. The application aims to solve problems with traditional contact exchange and location search through this augmented reality approach.
Augmented Reality: From Marketing Buzzword To A Better Consumer ExperienceZugara
The document discusses augmented reality technologies created by Zugara including ZugMO, ZugSTAR, and ZugMUG. ZugMO allows motion control via webcam, ZugSTAR enables shared AR experiences in video conferencing, and ZugMUG uses facial tracking for markerless AR. The document promotes these technologies and provides statistics on growing webcam, video conferencing, and mobile AR markets.
Frameworks2 go business insights delivered socially exponentiality & noiseles...frameworks2go.com
Exponential developments are changing the fundamental way businesses are built. In exponential change anything superfluous between idea & customer becomes noise. In this context the session explores a way of noiseless innovation by talking about some fundamental changes that are happening like open source hardware, IoT, “Zero lines of code”, shazamising, thought clouds, 3D printing etc & their coming together and what it means to commercializing innovation.
DEFCON 23 - Mark Ryan Talabis - The Bieber ProjectFelipe Prado
1) The document discusses ad fraud and non-human traffic in digital advertising. It describes how some publishers and traffic vendors try to artificially increase ad impressions through techniques like hidden ads, ad stacking, and using bot and non-human traffic.
2) The document also explains how some ads networks have served illegal or malicious ads containing malware, adware, and scams.
3) It details a research project called the "Bieber Project" where the author set up a honeypot disguised as a Justin Bieber fan site to attract fraudulent traffic aiming to artificially increase ad impressions. The data collected provides clues to the presence of bot traffic, traffic from hijacked browsers, and traffic sourced from pop
Humanity will change more in the next 20 years than in the previous 300 years. What if …robots replaced the world’s workforce?
This is the presentation delivered by Glen Leonhard at London Business School's 2015 Global Leadership Summit.
Augmented Reality: From Marketing Buzzword to Better Consumer ExperienceZugara
The document discusses augmented reality (AR) technologies created by Zugara to enhance online and mobile experiences. It introduces several of Zugara's AR solutions including ZugMO for motion capture interface, ZugSTAR for collaborative AR video conferencing, and ZugMUG for facial tracking. The document also provides statistics on growing AR markets and adoption of technologies like webcams that enable AR experiences.
InterACT! Conference Presentation on Augmented RealityMatthew Szymczyk
This was a presentation I gave on Augmented Reality at the InterACT! Conference in Chicago on August 10th, 2010. Topics covered were Introduction to AR, Best Examples of AR, Current AR Ecosystem and Challenges, and Demos.
The Internet of People: A Call to Armsavi-bar-zeev
1) The document discusses emerging augmented and virtual reality technologies and their potential positive and negative impacts.
2) It argues that these "Big Magic" technologies could either liberate or enslave people, and that individuals should help ensure they liberate by building an open analog to the web for AR/VR.
3) The key recommendations are to make AR/VR content device independent, dynamically and neutrally available, viewable, copyable and mashable like content on the open web.
IHAF- Blurring the Lines with Augmented RealityZugara
Zugara develops augmented reality software and applications. They were founded in 2001 and are located in Los Angeles. Some of their products include ZugMO for motion capture, Webcam Social Shopper for augmented reality e-commerce, and ZugSTAR for streaming augmented reality video conferencing. Zugara has worked with many brands across various industries to implement augmented reality solutions. Their presentation discusses the current and future potential of augmented reality, especially as it relates to online, kiosk, mobile, and video conferencing applications.
The document discusses artificial intelligence and its applications in retail. It notes that most retailers lack the capacity to build their own data refinery and make predictions about future outcomes. The document then introduces EPICA as the world's first prediction as a service platform. EPICA uses machine learning on historical and contextual data to make one-click predictions that help retailers improve inventory processes, reduce inventory surplus and pre-purchase spending.
Webstock is a conference series in New Zealand focused on web development best practices and trends. It features talks from industry experts on topics like accessibility, usability, web standards and more. The 2011 conference included sessions on content strategy, visualizing information, mobile web development, performance optimization, APIs and emerging technologies. Speakers discussed their experiences building products and services at companies like Google, Facebook and more.
Marketing With Mobile Apps - A Predictive Modeling ApproachChristopher Mohritz
Originally given to a book publisher to introduce a concept I call "Pixel Mints", this presentation is a very high-level introduction to using a machine learning platform to drive customer experience through mobile apps.
Customer Experience Matrix Connects Metrics Cx Best Practice Client X Client
How do you connect each department's and function's metrics, operations and processes? Link customer experience and employee experience using CxC Customer Experience matrix from Customer Worthy book which links every metric to customers. Motivate employees to excellence client by client by showing impact per customer. Snippet contact mrhoffman for deck and download Customer Worthy book.
MIT Forum Virtual Reality 3D Printing 4 Imagination StimulationClient X Client
Artists, Gamers, 3D fabricator industrial engineers practitioners shared real life experiences, insights and artifacts of a rapidly accelerating synthetic reality - quick notes and links
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Similar to Will You Be Customer Worthy in 2012 5 of 6 MRHoffman NACCM detailed speaker notes part 5 of 6
This is a presentation I gave at FashionCamp LA on Sunday, June 13th. I spoke to useful executions of Augmented Reality along with how AR is currently being used in Fashion.
This is a presentation for FashionCamp LA on Sunday, June 13th. Zugara spoke to useful executions of Augmented Reality along with how AR is currently being used in Fashion.
This was a presentation on Augmented Reality I gave at IHAF (In House Agency Forum) in Boston on October 7, 2010. The presentation covers basics of Augmented Reality, Best Practices, Examples That Work and Demos.
Developer connect - what the app explosion means for developersAnton McConville
This document discusses the implications of the growing app landscape for developers. It notes that apps have changed how people interact with everything in only 20 years since the internet and 8 years since smartphones became intelligent. Apps provide input, processing, and output capabilities. The cloud is critical to enabling hosting, reach, instant scaling, and services for apps. Bluemix is presented as a canvas that provides services, runtime choices, and scalability for developing modern apps. Examples are given of popular apps that connect people and personalized apps in areas like commerce, banking, and travel. The potential of location-aware and contextual apps is discussed. The document promotes using hackathons to explore cloud technologies and developing apps for a smarter planet.
The document discusses various topics relating to industrial revolution 4.0 including 3D printing, augmented reality, flying taxis, and an e-companion using artificial intelligence. It also covers components of industry 4.0, a potential aerospace company called Buraakh, using augmented reality in construction projects, and challenges and proof of concepts for flying taxis and an AI companion.
Emomime startup presentation - Artificial Intelligence that transforms a sho...Maria Vircikova
Replacing static, old-fashioned mannequins with an intelligent avatar which analyzes people passing by. Using this data (gender, age and clothes) the avatar tries to attract people’s attention and lure them into the shop. The avatar’s artificial intelligence based on cloud-computing is constantly improving its behavior.
The document describes PANACEA, an augmented reality application built to manage contacts and location services within an enterprise. It uses computer vision techniques like face and object recognition to identify people and locations. Faces are recognized using a hybrid approach combining on-device and cloud-based training to enable real-time recognition. Locations are identified through "PlaceMarks" - recognized objects like posters that are tagged with location metadata to enable hyper-local communication without traditional GPS. The application aims to solve problems with traditional contact exchange and location search through this augmented reality approach.
Augmented Reality: From Marketing Buzzword To A Better Consumer ExperienceZugara
The document discusses augmented reality technologies created by Zugara including ZugMO, ZugSTAR, and ZugMUG. ZugMO allows motion control via webcam, ZugSTAR enables shared AR experiences in video conferencing, and ZugMUG uses facial tracking for markerless AR. The document promotes these technologies and provides statistics on growing webcam, video conferencing, and mobile AR markets.
Frameworks2 go business insights delivered socially exponentiality & noiseles...frameworks2go.com
Exponential developments are changing the fundamental way businesses are built. In exponential change anything superfluous between idea & customer becomes noise. In this context the session explores a way of noiseless innovation by talking about some fundamental changes that are happening like open source hardware, IoT, “Zero lines of code”, shazamising, thought clouds, 3D printing etc & their coming together and what it means to commercializing innovation.
DEFCON 23 - Mark Ryan Talabis - The Bieber ProjectFelipe Prado
1) The document discusses ad fraud and non-human traffic in digital advertising. It describes how some publishers and traffic vendors try to artificially increase ad impressions through techniques like hidden ads, ad stacking, and using bot and non-human traffic.
2) The document also explains how some ads networks have served illegal or malicious ads containing malware, adware, and scams.
3) It details a research project called the "Bieber Project" where the author set up a honeypot disguised as a Justin Bieber fan site to attract fraudulent traffic aiming to artificially increase ad impressions. The data collected provides clues to the presence of bot traffic, traffic from hijacked browsers, and traffic sourced from pop
Humanity will change more in the next 20 years than in the previous 300 years. What if …robots replaced the world’s workforce?
This is the presentation delivered by Glen Leonhard at London Business School's 2015 Global Leadership Summit.
Augmented Reality: From Marketing Buzzword to Better Consumer ExperienceZugara
The document discusses augmented reality (AR) technologies created by Zugara to enhance online and mobile experiences. It introduces several of Zugara's AR solutions including ZugMO for motion capture interface, ZugSTAR for collaborative AR video conferencing, and ZugMUG for facial tracking. The document also provides statistics on growing AR markets and adoption of technologies like webcams that enable AR experiences.
InterACT! Conference Presentation on Augmented RealityMatthew Szymczyk
This was a presentation I gave on Augmented Reality at the InterACT! Conference in Chicago on August 10th, 2010. Topics covered were Introduction to AR, Best Examples of AR, Current AR Ecosystem and Challenges, and Demos.
The Internet of People: A Call to Armsavi-bar-zeev
1) The document discusses emerging augmented and virtual reality technologies and their potential positive and negative impacts.
2) It argues that these "Big Magic" technologies could either liberate or enslave people, and that individuals should help ensure they liberate by building an open analog to the web for AR/VR.
3) The key recommendations are to make AR/VR content device independent, dynamically and neutrally available, viewable, copyable and mashable like content on the open web.
IHAF- Blurring the Lines with Augmented RealityZugara
Zugara develops augmented reality software and applications. They were founded in 2001 and are located in Los Angeles. Some of their products include ZugMO for motion capture, Webcam Social Shopper for augmented reality e-commerce, and ZugSTAR for streaming augmented reality video conferencing. Zugara has worked with many brands across various industries to implement augmented reality solutions. Their presentation discusses the current and future potential of augmented reality, especially as it relates to online, kiosk, mobile, and video conferencing applications.
The document discusses artificial intelligence and its applications in retail. It notes that most retailers lack the capacity to build their own data refinery and make predictions about future outcomes. The document then introduces EPICA as the world's first prediction as a service platform. EPICA uses machine learning on historical and contextual data to make one-click predictions that help retailers improve inventory processes, reduce inventory surplus and pre-purchase spending.
Webstock is a conference series in New Zealand focused on web development best practices and trends. It features talks from industry experts on topics like accessibility, usability, web standards and more. The 2011 conference included sessions on content strategy, visualizing information, mobile web development, performance optimization, APIs and emerging technologies. Speakers discussed their experiences building products and services at companies like Google, Facebook and more.
Marketing With Mobile Apps - A Predictive Modeling ApproachChristopher Mohritz
Originally given to a book publisher to introduce a concept I call "Pixel Mints", this presentation is a very high-level introduction to using a machine learning platform to drive customer experience through mobile apps.
Similar to Will You Be Customer Worthy in 2012 5 of 6 MRHoffman NACCM detailed speaker notes part 5 of 6 (20)
Customer Experience Matrix Connects Metrics Cx Best Practice Client X Client
How do you connect each department's and function's metrics, operations and processes? Link customer experience and employee experience using CxC Customer Experience matrix from Customer Worthy book which links every metric to customers. Motivate employees to excellence client by client by showing impact per customer. Snippet contact mrhoffman for deck and download Customer Worthy book.
MIT Forum Virtual Reality 3D Printing 4 Imagination StimulationClient X Client
Artists, Gamers, 3D fabricator industrial engineers practitioners shared real life experiences, insights and artifacts of a rapidly accelerating synthetic reality - quick notes and links
It's not a fair fight. Amazon has literally surrounded your best customers. Digitally, logistically and now physically. Huge, medium and small companies are not prepared and should panic. Less obvious is that Amazon uses customer experience (the math, economics and AI one, not the 'hug every customer' one) to create asymmetrical advantage
Lever RFID and Internet of Things IoT for Document ManagementClient X Client
Internet of Things Case Study presented at NY IT Roadmap NY NY : Taming a tidal wave of paper with RFID tags and sensors. Noted version of Michael R Hoffman's keynote innovation presentation showing how using now-affordable, much less than the cost of a postage stamp, RFID tags and sensors modernize and digitize labor intensive, paper intensive processes. Hoffman explains how the fusion of digital and physical realms spawns new services, improved customer experience, cost and resource efficiencies and spawns numerous additional innovation opportunities
The document discusses who owns the customer relationship within a company. It proposes developing a Customer Experience Matrix and ontology to organize customer data and define roles and responsibilities for managing customer interactions across different departments. This will help companies optimize the customer experience and maximize customer value and profitability by taking a holistic, customer-centric view of the entire customer lifecycle.
5 Big Innovation Surprises iot bots virtual reality analytics Client X Client
5 Innovation Surprises an innovation rant for innovators, business people, business owners, investors, marketers, tech and management. Observations, considerations, enlightenment on the next wave of innovation which, while awesome, might not readily appear so: virtual reality, bots, artificial intelligence, smart automation, blockchain, self driving cars, expert systems, internet of everything.
Hoffman reflects on his recent innovation projects and warns that this innovation wave is counter-intuitively underwhelming at first glance - and overwhelming in its application and impact.
8 Steps to Customer Experience Mastery by 2020Client X Client
Tons of tech + seas of vendor promises + each department's best intentions = failed customer experience management. Use these 8 steps (internal champion or consultant) to chart, execute, measure, optimize, customer experience
What would amazon do? Simplify, Monetize Customer ExperienceClient X Client
Amazon's relentless emphasis on customer value fuels incredible growth - But you are not Amazon. How would Amazon disrupt your business? Learn how to create a common view of customer experience across your company and partners can create tremendous growth for your company. The CxC Matrix shown here is a framework for modern marketing, sales, distribution and customer service from a customer perspective.
CxC BizMeter At A Glance Expert Analytics Everywhere Client X Client
CxC BizMeter serves 4 lens performance indicator to users at every contact and screen. In an instant, at-a-glance indicator shows holistic performance view across strategy, value, risk and mission. Combined health metric addresses balanced decision making while packaging advanced analytics, BI, machine learning, robo-advice and algorithms in easiest to use top level form.
Enterprise customer use case Michael R Hoffman Customer WorthyClient X Client
Use case for Customer Experience prject recap. Core pieces and concepts to depict, monetize, analyze customer experience using Customer Experience Matrix to examine revenue opportunities and risks per customer interaction. Good use case for big data analytics taxonomy ad information life cycle tied to customer/prospect across all channels and media by customer life stage. Customer journey map for systems, IT enterprise analysis and strategy. Good structure for Watson modeling, Qlik Tableau R visualization, Use for tracing, on boarding. Use CxC Matrix framework for plotting embedded models, artificial intelligence, customer sensors and actuators, iot applications. SAS Watson R Teradata, Power BI Adobe Google Dart applications
Design Thinking Plus Solution For Digital Transformation mrh cxcClient X Client
Use Case for solution design and design thinking to develop innovative mobile first solution.
Method emphasizes customer involvement early and often and extensive use of prototypes to gain customer buy-in and create massive disruption. Many thanks to my teams that delivered product in 200 business days that changed industry and turned laggard into leader.
Unprecedented enjoyability scores and adoption.
Laggard to leader model now proven innovation standard.
Faster, cheaper, cooler design invigorates culture across ecosystem.
Customer Worthy book Customer Experience Guide by mrhoffmanClient X Client
Customer Worthy is the most comprehensive guide to Customer Experience for business owners, CEO, consultants, CMO, CIO, CTO, CRO practitioners and strategy executives.
Chapters 1-3 Futuristic, practical, measured
'Money Chapter' 12 justify customer experience expense
Exec Management, Marketing, CRM, Sales, Operations and Advertising should use this for strategic offsite as a catalyst for customer centricity
*CxC Matrix helpful: strategy, Digitization, Marketing, Sales, CRM, crisis, M&A
This is the entire Customer Worthy book - or you can pay $40 a Amazon
Customer Experience Mastery Level 1 Visualization CxC MatrixClient X Client
This document describes the CxC Matrix, a tool for visualizing, monetizing, analyzing, and optimizing the customer experience. The CxC Matrix digitizes the entire customer journey from awareness to after-sales support. It maps customer interactions with a company across all channels to internal business processes. This comprehensive mapping allows companies to identify wasted opportunities across the customer experience and maximize value. The CxC Matrix was the first tool to take a complete multi-disciplinary approach to digitizing and optimizing the customer experience.
March Analytics Madness shows how robots, big data, business intelligence, predictive modeling, algorithms, statistics, crowd sourcing, innovation and luck play out over the course of a month where everyone in every office is a data scientist and prognosticator - Use the teaching moment
Customer Experience Mastery make every interaction customer worthyClient X Client
Customer Experience Mastery provides tools, methods and formula for advanced customer experience adoption, visualization, monetization, modeling, strategy creation and performance monitoring. Meant as a tool set for advanced practicioners, consultants, analytics, services and modeling professionals. Provides use cases for system integration and data models for IT and service bureaus.
What is the CxC Customer Experience Matrix ClientxClient ph9083503012Client X Client
Customer Experience digitized and monetized for easy understanding, customer and functional strategy development, monetization and exceptional ROI. Walks through high-level CxC Matrix showing value of customer experience analytics for use with big data, marketing, sales, finance, IT, advertising, operations. Customer Mapping with rich data set.
CxC Customer Experience Matrix digitizes and monetizes customer experience. See how to organize customer data and marry customer data to business processes for Big Data insights, continuous improvement, innovation. See sample data sets and sample reports. Please share, comment, question, enhance
Customer Experience Matrix Mechanics and Geeky CRM Cx CEMClient X Client
Customer and marketing analytics using CxC Customer Experience Matrix as rules framework. Big data, omnichannel and multichannel marketing, programattic markiting, CRM and internet of things make customer management, campaign management business processes exponentially more complex requiring a Customer Experience Framework, The CxC Customer Experience Framework enables managers to "automate what works and spend their time innovating."
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Sara Saffari: Turning Underweight into Fitness Success at 23get joys
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Leonardo DiCaprio House: A Journey Through His Extravagant Real Estate Portfoliogreendigital
Introduction
Leonardo DiCaprio, A name synonymous with Hollywood excellence. is not only known for his stellar acting career but also for his impressive real estate investments. The "Leonardo DiCaprio house" is a topic that piques the interest of many. as the Oscar-winning actor has amassed a diverse portfolio of luxurious properties. DiCaprio's homes reflect his varied tastes and commitment to sustainability. from retreats to historic mansions. This article will delve into the fascinating world of Leonardo DiCaprio's real estate. Exploring the details of his most notable residences. and the unique aspects that make them stand out.
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Leonardo DiCaprio House: Malibu Beachfront Retreat
A Prime Location
His Malibu beachfront house is one of the most famous properties in Leonardo DiCaprio's real estate portfolio. Situated in the exclusive Carbon Beach. also known as "Billionaire's Beach," this property boasts stunning ocean views and private beach access. The "Leonardo DiCaprio house" in Malibu is a testament to the actor's love for the sea and his penchant for luxurious living.
Architectural Highlights
The Malibu house features a modern design with clean lines, large windows. and open spaces blending indoor and outdoor living. The expansive deck and patio areas provide ample space for entertaining guests or enjoying a quiet sunset. The house has state-of-the-art amenities. including a gourmet kitchen, a home theatre, and many guest suites.
Sustainable Features
Leonardo DiCaprio is a well-known environmental activist. whose Malibu house reflects his commitment to sustainability. The property incorporates solar panels, energy-efficient appliances, and sustainable building materials. The landscaping around the house is also designed to be water-efficient. featuring drought-resistant plants and intelligent irrigation systems.
Leonardo DiCaprio House: Hollywood Hills Hideaway
Privacy and Seclusion
Another remarkable property in Leonardo DiCaprio's collection is his Hollywood Hills house. This secluded retreat offers privacy and tranquility. making it an ideal escape from the hustle and bustle of Los Angeles. The "Leonardo DiCaprio house" in Hollywood Hills nestled among lush greenery. and offers panoramic views of the city and surrounding landscapes.
Design and Amenities
The Hollywood Hills house is a mid-century modern gem characterized by its sleek design and floor-to-ceiling windows. The open-concept living space is perfect for entertaining. while the cozy bedrooms provide a comfortable retreat. The property also features a swimming pool, and outdoor dining area. and a spacious deck that overlooks the cityscape.
Environmental Initiatives
The Hollywood Hills house incorporates several green features that are in line with DiCaprio's environmental values. The home has solar panels, energy-efficient lighting, and a rainwater harvesting system. Additionally, the landscaping designed to support local wildlife and promote
Orpah Winfrey Dwayne Johnson: Titans of Influence and Inspirationgreendigital
Introduction
In the realm of entertainment, few names resonate as Orpah Winfrey Dwayne Johnson. Both figures have carved unique paths in the industry. achieving unparalleled success and becoming iconic symbols of perseverance, resilience, and inspiration. This article delves into the lives, careers. and enduring legacies of Orpah Winfrey Dwayne Johnson. exploring how their journeys intersect and what we can learn from their remarkable stories.
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Early Life and Backgrounds
Orpah Winfrey: From Humble Beginnings to Media Mogul
Orpah Winfrey, often known as Oprah due to a misspelling on her birth certificate. was born on January 29, 1954, in Kosciusko, Mississippi. Raised in poverty by her grandmother, Winfrey's early life was marked by hardship and adversity. Despite these challenges. she demonstrated a keen intellect and an early talent for public speaking.
Winfrey's journey to success began with a scholarship to Tennessee State University. where she studied communication. Her first job in media was as a co-anchor for the local evening news in Nashville. This role paved the way for her eventual transition to talk show hosting. where she found her true calling.
Dwayne Johnson: From Wrestling Royalty to Hollywood Superstar
Dwayne Johnson, also known by his ring name "The Rock," was born on May 2, 1972, in Hayward, California. He comes from a family of professional wrestlers, with both his father, Rocky Johnson. and his grandfather, Peter Maivia, being notable figures in the wrestling world. Johnson's early life was spent moving between New Zealand and the United States. experiencing a variety of cultural influences.
Before entering the world of professional wrestling. Johnson had aspirations of becoming a professional football player. He played college football at the University of Miami. where he was part of a national championship team. But, injuries curtailed his football career, leading him to follow in his family's footsteps and enter the wrestling ring.
Career Milestones
Orpah Winfrey: The Queen of All Media
Winfrey's career breakthrough came in 1986 when she launched "The Oprah Winfrey Show." The show became a cultural phenomenon. drawing millions of viewers daily and earning many awards. Winfrey's empathetic and candid interviewing style resonated with audiences. helping her tackle diverse and often challenging topics.
Beyond her talk show, Winfrey expanded her empire to include the creation of Harpo Productions. a multimedia production company. She also launched "O, The Oprah Magazine" and OWN: Oprah Winfrey Network, further solidifying her status as a media mogul.
Dwayne Johnson: From The Ring to The Big Screen
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In the early 20
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Leonardo DiCaprio Super Bowl: Hollywood Meets America’s Favorite Gamegreendigital
Introduction
Leonardo DiCaprio is synonymous with Hollywood stardom and acclaimed performances. has a unique connection with one of America's most beloved sports events—the Super Bowl. The "Leonardo DiCaprio Super Bowl" phenomenon combines the worlds of cinema and sports. drawing attention from fans of both domains. This article delves into the multifaceted relationship between DiCaprio and the Super Bowl. exploring his appearances at the event, His involvement in Super Bowl advertisements. and his cultural impact that bridges the gap between these two massive entertainment industries.
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Leonardo DiCaprio: The Hollywood Icon
Early Life and Career Beginnings
Leonardo Wilhelm DiCaprio was born in Los Angeles, California, on November 11, 1974. His journey to stardom began at a young age with roles in television commercials and educational programs. DiCaprio's breakthrough came with his portrayal of Luke Brower in the sitcom "Growing Pains" and later as Tobias Wolff in "This Boy's Life" (1993). where he starred alongside Robert De Niro.
Rise to Stardom
DiCaprio's career skyrocketed with his performance in "What's Eating Gilbert Grape" (1993). earning him his first Academy Award nomination. He continued to gain acclaim with roles in "Romeo + Juliet" (1996) and "Titanic" (1997). the latter of which cemented his status as a global superstar. Over the years, DiCaprio has showcased his versatility in films like "The Aviator" (2004). "Start" (2010), and "The Revenant" (2015), for which he finally won an Academy Award for Best Actor.
Environmental Activism
Beyond his film career, DiCaprio is also renowned for his environmental activism. He established the Leonardo DiCaprio Foundation in 1998, focusing on global conservation efforts. His commitment to ecological issues often intersects with his public appearances. including those related to the Super Bowl.
The Super Bowl: An American Institution
History and Significance
The Super Bowl is the National Football League (NFL) championship game. is one of the most-watched sporting events in the world. First played in 1967, the Super Bowl has evolved into a cultural phenomenon. featuring high-profile halftime shows, memorable advertisements, and significant media coverage. The event attracts a diverse audience, from avid sports fans to casual viewers. making it a prime platform for celebrities to appear.
Entertainment and Advertisements
The Super Bowl is not only about football but also about entertainment. The halftime show features performances by some of the biggest names in the music industry. while the commercials are often as anticipated as the game itself. Companies invest millions in Super Bowl ads. creating iconic and sometimes controversial commercials that capture public attention.
Leonardo DiCaprio's Super Bowl Appearances
A Celebrity Among the Fans
Leonardo DiCaprio's presence at the Super Bowl has noted several times. As a high-profile celebrity. DiCaprio attracts
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Leonardo DiCaprio, a name synonymous with Hollywood stardom and acting excellence. has captivated audiences for decades with his talent and charisma. But, the Leonardo DiCaprio haircut is one aspect of his public persona that has garnered attention. From his early days as a teenage heartthrob to his current status as a seasoned actor and environmental activist. DiCaprio's hairstyles have evolved. reflecting both his personal growth and the changing trends in fashion. This article delves into the many phases of the Leonardo DiCaprio haircut. exploring its significance and impact on pop culture.
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The Unbelievable Tale of Dwayne Johnson Kidnapping: A Riveting Sagagreendigital
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The notion of Dwayne Johnson kidnapping seems straight out of a Hollywood thriller. Dwayne "The Rock" Johnson, known for his larger-than-life persona, immense popularity. and action-packed filmography, is the last person anyone would envision being a victim of kidnapping. Yet, the bizarre and riveting tale of such an incident, filled with twists and turns. has captured the imagination of many. In this article, we delve into the intricate details of this astonishing event. exploring every aspect, from the dramatic rescue operation to the aftermath and the lessons learned.
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The Origins of the Dwayne Johnson Kidnapping Saga
Dwayne Johnson: A Brief Background
Before discussing the specifics of the kidnapping. it is crucial to understand who Dwayne Johnson is and why his kidnapping would be so significant. Born May 2, 1972, Dwayne Douglas Johnson is an American actor, producer, businessman. and former professional wrestler. Known by his ring name, "The Rock," he gained fame in the World Wrestling Federation (WWF, now WWE) before transitioning to a successful career in Hollywood.
Johnson's filmography includes blockbuster hits such as "The Fast and the Furious" series, "Jumanji," "Moana," and "San Andreas." His charismatic personality, impressive physique. and action-star status have made him a beloved figure worldwide. Thus, the news of his kidnapping would send shockwaves across the globe.
Setting the Scene: The Day of the Kidnapping
The incident of Dwayne Johnson's kidnapping began on an ordinary day. Johnson was filming his latest high-octane action film set to break box office records. The location was a remote yet scenic area. chosen for its rugged terrain and breathtaking vistas. perfect for the film's climactic scenes.
But, beneath the veneer of normalcy, a sinister plot was unfolding. Unbeknownst to Johnson and his team, a group of criminals had planned his abduction. hoping to leverage his celebrity status for a hefty ransom. The stage was set for an event that would soon dominate worldwide headlines and social media feeds.
The Abduction: Unfolding the Dwayne Johnson Kidnapping
The Moment of Capture
On the day of the kidnapping, everything seemed to be proceeding as usual on set. Johnson and his co-stars and crew were engrossed in shooting a particularly demanding scene. As the day wore on, the production team took a short break. providing the kidnappers with the perfect opportunity to strike.
The abduction was executed with military precision. A group of masked men, armed and organized, infiltrated the set. They created chaos, taking advantage of the confusion to isolate Johnson. Johnson was outnumbered and caught off guard despite his formidable strength and fighting skills. The kidnappers overpowered him, bundled him into a waiting vehicle. and sped away, leaving everyone on set in a state of shock and disbelief.
The Immediate Aftermath
The immediate aftermath of the Dwayne Johnson kidnappin
The Unbelievable Tale of Dwayne Johnson Kidnapping: A Riveting Saga
Will You Be Customer Worthy in 2012 5 of 6 MRHoffman NACCM detailed speaker notes part 5 of 6
1. Will you be Customer Worthy in 2012-13
Part 5 MRHoffman NACCM
Within experience and among the crowds lurks the internet of
things – WAKE UP AND DEAL WITH THE INTERNET OF THINGS!
Internet of Things, (APPs as pathways to internet of things – local + apps + community + motivation
and passion – How do you catch up to customer’s passion? You need innovation NOW!)
Privacy & Piracy (Your legal department & compliance department would cringe if they realized
the extent to which you expose customer information… to the internet of things – Nobody even knows
what this is – but it controls everything – literally My house had a conversation with my Car last night
when my office interrupted (chapter from Customer Worthy” )
24 Frames per second (Choreographing the Customer Experience ( Snow White
reference to depression era feature length animation created by multiple artists per frame at a rate
of 24 frames per second is perfect customer experience analogy – multiple disciplines and talents)
Amazon sSingle Web Page as Example for Every Channel Contact (
Customer Experience Requires Framework: Singular Vision: CxC & Customer Experience
Framework Role )
5. Subway clock off by hour makes “news” off
by hour –Network of things effect
Or wormhole in space and stepping onto train caused time to travel forward 1 hr
6. You are a screen to your customer
Screen is a view and access point to network of
things
13. Test your browser for unique identifiers
without the risk: The Electronic Frontier
Foundation, a privacy advocacy group, has set
up an interesting online experiment
at Panopticlick.eff.org. Panopticlick gathers
little de--tails about your browser and
computer, mostly using Javascript. In my
case, the information it gathered about my
browser was enough to uniquely identify my
surfing software out of more than 650,000
visitors.
http://www.pcworld.com/article/192648/brow
ser_fingerprints_a_big_privacy_threat.html
14. Disney Animation
Imagine, if you will, what it's like to be an
animator. Films are projected at 24 frames per
second. For a 90-minute film, that's over
129,000 individual frames. Characters are drawn
separately and then put together, and placed
over painted backgrounds. The work requires
talented artists, but they cannot deviate from
the structured manner of drawing the
characters.
http://www.timburtoncollective.com/bio.html
19. Customer Worthy in 2012? (part 5)
Continue to Part 6 of 6:
Customer Experience Framework (CxC Matrix repeated)
Algorithms for 2012 (algorithm wrapped in App wrapped in game 20 questions)
Customer Experience Algorithm (predicts what customers will do,
when….and what they will not do)
2012-13 Year of Customer Geniuses
Customer Frameworks + Algorithms + Customer
Geniuses; Summary & Additional Predictions
Feed Passion & Creativity in Structure
Customer Worthy @ Each Touch
Editor's Notes
Here is my walk to work – I am your customer -
This part of my commute and the blurriness reflects how I feel in the early morning…. Again context
But wait – there is something wrong with the subway – The clock at the end of the car is off by 1 hour – How much does a subway car cost? And the clock can’t be right? No one seems to notice or care on the train – they all have their personal clocks on their phones, tables, PCs watches – but the trains clock is connected to a much broader network – isn’t it?
Here is the screen on the TV in the subway – NBC also has the time wrong? Is it me?The clock and incorrect time and the potential for making the entire subway system run late – or early – or maybe it is my fault and I traveled through a worm hole as I jumped from the platform to the subway car and jumped through time forward one hour….Or – the subway’s connection to the NYC subway system, the internet and all the devices, systems and various connections is out of synch - Is NBC’s time wrong on their broadcast channel?All of these are possibilities – because the train participates in the network of things – so do people’s smart phones, cell phones, PCs, GPS everything that can connect to the internet and some disconnected or infrequently connected devices make up the internet of thingsA place where inanimate and animated objects communicate with one another and share information (albeit incorrect information in this example) – The internet of things is a growing issue in 2012 and 13
And here is why – Your customer accesses you – and likely you access your customer through the network of things.Your customer has a digital fingerprint – a digital representation of all their devices, all their stored data, all their interactions and all the patterns, histories, settings and even the proximity of device to device, location and time of use can be used to define “your customer”This is big brother
I covered this a bit in Customer Worthy and you can read this excerpt on line.The gist is that as everything (with an emphasis on EVERY THING) becomes digitized and web enabled – everything can be tracked and measured – but service can also be enhanced (remember aps) and context and local can be leveraged to improve your customer’s experience. And yes, your customers eventually expect you to leverage the network of thing to improve their experience.So today, right now, some peoples cars do communicate and synch with their homes, and their phones, and their lighting systems, printers, heating and air conditioning, warranty systems, email…. I can go on – but all of these things – web sites, cars, coffee makers, PCs, phones, credit reports, service records, pictures, email are ALREADY connected.This is the new customer reality – but very few customers know this yet – and no one really comprehends what this all means – The network of things enables Good Big Brother and Bad Big Brother opportunities and risks.
So here’s the BIG concept – The customer’s data is THE ROBOT – the robot that delivers instructions to all the devices, to all the processes. The Robot exchanges data, instructions, messages and data with …everything – and everyone that is connected to the network.The story in this slide describes how a smart phone synchs or synchronizes it’s data with the data stored in the car – It specifically mentions how the “Synch API (a function of the Synch service) synchronizes mobile APPS stored in the users smart phone” creating a new category if “brought in Apps” – Now very, very few people understand what this means – let alone how it works. And most people don’t think they need to care –But you as customer experience managers need to care in 2012 and 2013 – you also need to care as customers yourselves – but that is another presentation – But this article mentions that those apps that people download on their phone (or any internet connected device) synchs with their device – These are the apps that customers mindlessly click through licensing privacy access rights information all bundled into install program clicks – All the default “yes” clicks that millions of people make every hour – These millions of clicks are on ramps, connecting points, for devices to participate in the network of things – and this network of things has your customer’s information, your customer’s activities, their motions, their digital footprints, their location, their schedules, connections – everything about your customer is digitally represented in the network of things –Your customer’s digital representation in the network of things is THE BIG Thing in 2012, 2013 as the customer’s digital representation, the digital reflection of the most detailed, intimate, private aspects of your customers life, preferences, connections and activities are collected and accessible via the network of things…and they don’t know it…. But you do. So let’s think like a customer -
So as a customer watching this presentation – how plugged in are you? How connected and IDENTIFIABLE are you(refers to CxC Matrix 9 requirements per each customer contact found in Customer Worthy and @customerworthy.com)
Did you include the screen in your hand?
Did you ‘activate’ your screen during this presentation – glance at your PC, your tablet, your phone? Did you check in with your internet of things?Does your schedule know that you are at the NAACM show? Is it listed on your work email notification? Your digital phone message response? Is their a note on your friends calendar? How about your family, relatives, co-workers, your assistant, your bosses – do they have a digital note of where you are? Did they get a bleep message that you are online – during this presentation? Did they see your Skype status change to “online”? How about your airline, travel booking site, agent, rental car – the Disney Hotel…. Did you realize that all of this information – when put together, identifies where you are, what you are doing?Did you just click “off”?
OK – Am I just making this up? Am I trying to scare you? No. This is all real and if you buy marketing information, if you enhance your file or buy email names with extended contact data – you might, kind of know what I am talking about.But right now, in 2012, the privacy wall is down. There is no wall. The government can’t protect your customers or you, the phone, internet, cable, service providers, FCC, SEC, UN, Walmart, Google – no one can protect your customers, you or your data – as a matter of fact – in perfect Orwellian fashion….Has anyone seen that car commercial with the annoying spokeswomen? Yes that one, what company is that for? Right, Progressive, – have you seen the add for their special discount if you plug a device in your car for 6 months? The TV ad says that you could save 30-50% on your car insurance by just plugging something in your car – they are kind of vague about the whole thing and really hype the insurance discount more than anything else – and they certainly don’t advertise that they are putting a tracking device in your car that will track every aspect and detail of your driving.Progressive has essentially taken the default permission “yes” I just talked about in our APPS discussion and tuned it into a product. They have turned the “yes, access all my information and spy on me” default privacy forfeiture button and turned it into a product that they actually advertise over and over again. And likely they are not just tracking where you go or how far you drive – but how fast you go, how often you accelerate, how often and hard you brake. Further, it is conceivable that the information could be linked to a umber of other pieces of data to track how close the driver gets to traffic, how dangerous and under what conditions does the driver drive most often?This amount of information available is incomprehensible without computers and categorization methods to equate the driver’s behavior to a risk model to determine the driver’s “fair” insurance premium and insurability. Oh, and do they share that data with other insurer’s? Is the data available to other companies? Is it sold? Can the data captured be used in court in the case of an accident or a crime?
Again, let’s all think like a customer – since you all have immediate access to internet connected devices….The point here is that these devices all have access to you – The devices, the internet, the network of things has access to your customers – to you.This article speaks to the level of personal data racking and identification that can take place even beyond internet tracking “COOKIES”Again, if you are in marketing or IT – this type of information is your job – if you are in customer service, operations, delivery, shipping – LIKEWISE – this information is your job.Companies get to choose in 2012 and 2013 whether they will be a GOOD BIG BROTHER or a BAD BIG BROTHER – as a hint – GOOD BIG BROTHERS PROTECT THEIR CUSTOMERS from abuses through the internet of things. They invest in steps to protect their customers data, their customers welfare and then look to enhance the customer’s experience through the use of this data. Good Big Brothers will help their customers master the customer information robot – The customer information robot may be the single most innovative space or most significant competitive landscape in 2012 and 2013.
And yes – All of this technology and information impacts your customer’s experience, from how the customer finds out about your product to how they buy it, review it, experience and use your product and service. To how they dispose or upgrade, resell or recycle – all of these facets of the experience are available for you to co-manage with your customers and partners.Yes this is all tremendously complex – but not so complicated. Remember the Disney animation presentation yesterday, when they mentioned the amount of effort required to make the movie Snow White during the depression? Remember how they pointed out that animated movies were very short and how it seemed absurd that anyone would create a full length movie because of the effort and expense of creating each second of animation.Remember – each second of animation required 24 frames or pictures. Remember that each frame, each frame, was created by multiple artists and craftsman.Think of this process when you think about managing customer experiences, think about all of the facets of customer experience that CAN be managed. A 90 minute feature requires 129,000 individual, frames and each frame, as mentioned here, requires Characters being drawn separately and then put together, and placed over painted backgrounds…This is not at all dissimilar from the Amazon page we just referenced – think of all the participants required to build that page, all the IT resources, marketing, product management, finance, analytics, artists required to compile that single page – Now the web page and the second of animation exactly the same as a second in the call center with the orchestration of customer screens, agent scripts, procedures, measurements, communications and technology - and the same as the interactions on a sales floor and face to face sales and service – each facet can be explicitly managed, measured and mastered. Think about it -
Think about each aspect of the customer’s communication – each slot in each contact, discreetly managed and purposefully designed for a specific outcome. Think of the level of mastery achievable in each of these contacts and the competitive advantage that your company derives by exposing the potential of each one of these contacts, the potential that can be realized by mastering each connection with your customers through each of these contacts….
We know this level of mastery is not only achievable conceptually, but that intricate, intentional customer experience design is an established best practice in the internet channel.Again, using Amazon’s web page for “The Essential Drucker, by Peter Drucker” as as an example – we can count over 263 slots or Apps (clicks that do something) on this single page. The art comes from not making the page look like 260 options or 260 advertisements. Does this page look like 260 processes to the customer? No.Be a good big brother makes designs this page and every interaction to leverage the customer’s context and experience to this point in the customer life cycle - a good big brother manages to the customer’s best outcome and interests and the company’s best outcome and interest not waiting either the customer’s time and effort nor the company’s time and effort.
The point here is that when we do expose all of the facets of the customer experience, it immediately becomes overwhelming and overly complex bordering on chaotic – But customer experience management is not chaotic and can be managed to appear as choreographed and splendid as Snow White when we take the time to manage all the components with a single vision for the customer’s outcome. To manage to the best outcome, we need to storyboard the customer’s situation, our interaction options and inventory all of the slots along the way – we must break down each of the customer contact points to their “frames” and identify all of the characters required to make that second of customer experience worthwhile and profitable.Just like the animation analogy, as customer experience managers, we must place the characters on the background to achieve the desired effect.What is required to frame the entire experience? How do we get all of the participants, the stakeholders, the artists into the same room and paint the “ideal” experience story? How do we go about tasking each cast member with a clear understandable, executable goal? We need a framework. Each company needs a wire frame – a common structure to work with that provides a macro and micro view to each facet of the customer experience while being able to depict the customer experience in it’s entirety. Each member of the cast needs to be able to see their frame while being able to see the entire movie so they can see their role in the customer’s context.
These frameworks, the background for our customers’ experiences, do not look like art, they do not look ‘friendly’ or easy – and frankly, most of the ‘artists’ do not need to see the entire matrix, the flow charts, the measures, it’s probably better that they don’t – but each cast member should know which pieces of the frame, which pieces under the area under their responsibility, they can change, which areas do they have control over to test and refine.This level of detailed framework is a foundation for innovation. I know it looks like the opposite – this example from the CxC Matrix in Customer Worthy looks anti-artist and anti-creative, but the intent is exactly the opposite. The CxC Matrix and similar frameworks, enable customer experience managers in marketing, sales, customer service, product development, purchasing, design, delivery – it allows them all to focus on the pieces of the experience that can be changed. It isolates the fundamental process requirement elements (think regulations, quality standards, functional limitations, legal limitations, company guidelines, system limitations) and exposes each of the experimental or test areas.Again, like the Amazon page, conceptually, the experimental and creative areas are exposed for unlimited – but measureable experimentation.Continuous testing and experimentation are competitive differentiators in 2012 and 2013 – The Amazon design like understanding will expand into other customer experience channels.