An internal presentation to NAB colleagues on various states of innovation

3. Before We Begin ...

10. First it was about connecting computers
Then it was about connecting information
Now its about connecting people
Next it will be about connecting ideas & communities
It may or may not involve corporations

11. My Start In Customer Experience

12. Become an “In-Betweener”
“all things I get in the in-between that‟s in the middle
between real work and real leisure” James Gardner, Bankervision

13. So, Customer Experience …

14. What was the last great experience
you had ?
What made it a great experience?
What was the feeling
it gave you?

15. Was it something you ate?

16. Or something you bought?

17. Or catching a flight?

18. Or getting a mortgage?

19. What was the last great experience
you had that kept on giving ?
Or that you told someone
else about?

20. Or that you felt got it right?
Or did it differently to others?

21. Which well known brand was it?

22. Was it even a „brand‟?
Was it a local business with a small
niche clientele?

24. So What Is
Customer Experience?

25. The CUSTOMER is a person.
A human being.
Rule number 1 –
Treat the customer like a human being.

26. The EXPERIENCE is everything that happens
to that person as they interact with your
company.
Rule number 2 –
Look at the experience from the customers
perspective

27. How did it used to be?

31. Before…
CONSUMER
CONSUMER
CORPORATION
CONSUMER
CONSUMER

32. What‟s Changed in CX?

33. KNOWLEDGE
ACCESS

34. CLOSED
OPEN

35. Now…

36. Now…
CORPORATION
CORPORATION
CONSUMER
CORPORATION
CORPORATION

37. GUI
NUI

42. What's it like now?

53. The Days of
are not receding,

54. This is now …
Not …

55. What's ahead?

56. So how will the game change?
CX
VALUE
&
MARKET
COMPETITION
CUSTOMERS TELL COMPANIES
CUSTOMER IS KING
COMPANIES SAY
CUSTOMER IS KING
Dragged down by shareholder
priorities
Dragged up by customer driven
movement
Mechanism of
collective power
RG
GFC a reality check
CR
1980
2000
2020

57. So Who Gets It?

58. So who gets it? ...
They‟ve always got it
They grew from the new opportunity

59. ... And who doesn‟t?
They‟re slowly getting it
The writings on the wall
for many
Every bank, travel
agent, insurance
company, real
estate agent and
computer store on
the planet
Unless ...

60. YOUR LOCAL
FRIENDLY
RETAILER
NAILED NEW &
OLD ECONOMY
STUCK IN THE 80s
DINOSAURS
LOOKING TO
SURVIVE
Customer
Centric
Adapting to change

61. YOUR LOCAL
FRIENDLY
RETAILER
NAILED NEW &
OLD ECONOMY
STUCK IN THE 80s
DINOSAURS
LOOKING TO
SURVIVE
Customer
Centric
Adapting to change

62. YOUR LOCAL
FRIENDLY
RETAILER
NAILED NEW &
OLD ECONOMY
STUCK IN THE 80s
DINOSAURS
LOOKING TO
SURVIVE
Customer
Centric
Adapting to change

67. Source: Credit Suisse

68. Source: Credit Suisse

70. So The Challenge Is ...

71. From matching customers to products, we
need to match products to customers
Seth Godin

72. Individual
Segment
Region
Mass Market

73. Individual
Segment
Region
Mass Market

74. Thanks
www.TheBankChannel.com
@TheBankChannel