The digital customer - Design to influence experiences and behaviors

Presentations & Public Speaking

Presentation of Katarina Segerståhl at 'Customer Experience Transformation: Nordics' event on 27th November 2014.

The Digital Customer
Design to influence experiences and behaviors
Katarina Segerståhl
Head of Service Design, PhD
Tieto | Customer Experience Management
@Segerstahl

Focus on
human
experience and
behavior
Strategic
framework for
influencing by
desing
Opportunities by
digitalization

Customers’ influence in the
value chain is transforming
businesses The customer’s digital
Social networks
Virality
Realtime
New division of labour
©Tieto Corporation
presence, identity and
footprint re-define value

Design influences our
experiences and behaviours
every day
©Tieto Corporation
Design is not only about color and feel.
It’s a tool for executing strategic goals.
#dancingtrafficlight
https://www.youtube.com/watch?v=SB_0vRnkeOk

Influence by design on three levels
©Tieto Corporation
Macro Human behaviors
Influencing attitudes and behavioural patterns
Meso
Service paths
Guiding customer Micro journeys through touch-points
Momentary experiences
Service sessions and psychological experience

When did you last
lose track of time
when browsing
online?
©Tieto Corporation

The optimal experience?
©Tieto Corporation
Flow
Control
Relaxation
Boredom
Anxiety
Worry
Apathy
Arousal
Challenge level
Skill level
Csikszentmihalyi, M. (1997)

Momentary experience
©Tieto Corporation
Psychology Flow! +20%
Rhythm Continuity and
duration
Navigation
patterns
Micro

Founding principles in designing multi-channel customer journeys
Consistency
Continuity
Composition
©Tieto Corporation

Design for service
composition
©Tieto Corporation
• How do channels
relate to each other?
• What is the purpose of
each?
How does each channel
contribute to the activity
and overall experience?

Influence by design on three levels
©Tieto Corporation
Macro Human behaviours
Influencing attitudes and behavioural patterns
Meso
Service paths
Guiding customer Micro journeys through touch-points
Momentary experiences
Service sessions and psychological experience

Just by changing
human behaviors…
22%
of cardiac diseases could
be prevented world-wide
©Tieto Corporation
15%
of the world’s energy
consumption could be cut

Cross-industry concepts for behavioral
transformation
©Tieto Corporation

Cross-industry concepts for behavioural
transformation
©Tieto Corporation

Relevant behavioral trends
Mortgage payment behaviors
©Tieto Corporation
Macro
Utilization of public transportation
Social responsibility – regulating
consumption through design

©Tieto Corporation
Opportunities in influencing
experiences & behaviors by design are
realized by digitalization!
Real-time interaction and analytics
Customer data and history
Online – mobile – social – physical
Cross-industry business models

Dr Nicola Millard, Head of Insights and Future at BT, joined us to share new research into net easy and the autonomous customer. Due to be released mid May we were lucky enought to have a sneak preview and here's just a few of the headlines: 1. 88% said they'd be loyal if a company was easier to do business with 2. 75% expect a contact centre agent to be familiar with their full contact history 3. Service should be pushed forward, not hidden deep in your website because when a customer calls it's usually about a complex issue 4. Make bold choices about the channels you use to engage. There's no room for embarrassing Dad dancing on the social media dance floor. 5. Reduce the amount of effort your customers have to invest to do business with you.

Navigating the new digital divide

Deloitte UK

Returns, the Value Conundrum: Accenture Post & Parcel Industry Research 2018

accenture

Digital disruption

Alexandre MICHELIN

Digital disruption refers to using digital technologies to disrupt existing businesses and industries. It requires companies to rethink their entire business model, not just technology, and adopt the mindset of a digital disruptor. This involves thinking differently and focusing on giving customers what they really want. Companies must exploit digital platforms, have an ongoing relationship with customers, and view failure as feedback. To behave as a digital disruptor, companies should pursue adjacent opportunities to provide new customer benefits, give customers a total product experience, and let customer needs guide their innovation. They must also disrupt themselves by establishing digital disruption as a priority, identifying barriers between departments, and designing teams to find disruptive opportunities.

Monetizing the Internet of Things

Read the guide: bit.ly/iotguide "By 2017, 90 million people will live in smart homes. By 2020, there will be 50 billion connected devices. The latest Gartner forecast predicts that by 2020 there will be $309 billion in incremental revenue opportunity for IoT suppliers, mostly in services. With numbers like these, it’s clear IoT is not just another trend. It’s the future of business." Continue reading @ bit.ly/iotguide

Banking on Digital: Innovation in Financial Services

Backbase

A 'Digital First' mindset is fundamental for financial services providers focused on significantly enhancing customer satisfaction, building customer loyalty and deepening share of wallet. In this joint Accenture and Backbase webinar, Joydeep Bhattacherya, Managing Director at Accenture and Jouk Pleiter, CEO & Co-Founder at Backbase will talk about how banks can adopt a Digital First strategy and will focus on how to create a Amazon-like post-login banking experience.

GAMIFICATION reaches fast adoption The RENTING ECONOMY– now an option even for apparel The SHARING ECONOMY – UBERIFICATION of services The SUBSCRIPTION ECONOMY – chipping away at brick-and-mortar stores SOCIAL MEDIA becomes a source of consumer data SMARTPHONES are becoming the hub for digital beauty WEARABLE TECH is already here for early adopters BEACONS and location-based marketing NANOTECHNOLOGY 3D PRINTING

Modern Marketing: The Case of Microsoft US

Microsoft

Building a culture of adaptability and resilience

This document discusses building an adaptable and resilient loss prevention program. It suggests evolving beyond traditional loss prevention focuses on stores, safety, and shortage to address total loss across all channels in a changing retail environment. The summary proposes empowering loss prevention teams to address emerging risks like cyber threats and omni-channel commerce while protecting customer trust and the overall business. Metrics like total cost per order are presented to enable new performance evaluations for a digital loss prevention model.

How business ecosystems have force-multiplied value for retailers and consumers

Captivating Customers with All Channel Experiences

Today’s customer experience levels with insurers are consistently bad, with fewer than 30% of customers having positive customer experiences globally– and it’s getting worse, according to the World Insurance Report 2015. Many insurers see the threat this poses to their businesses and hope to do better, but it’s not so easy, particularly when creating integrated hybrid interactions between agents and digital channels. As one Capgemini study found, insurers must excel on seven capabilities but are typically far behind on three, including “connecting elegantly” with the customer. This webinar illustrates the digital capabilities insurers need, including a road map to creating all-channel experiences that delight and help retain customers.

Digital Transformation: Making it work for your business and your customers

Bill James, Chairman at Transform, was invited to speak at an event at BBC Centre, hosted by IIBA UK with BBC Academy. He outlined some the challenges organisations typically face in keeping up with the rapidly evolving expectations of the customer whilst delivering on commercial priorities. With the aid of some of Transform's research in this area, an illustrative framework derived from that framework, and with reference to some case studies he talked through the need to balance key areas of the digital ecosystem: Strategy | Culture | Technology | Customers | Channels.

Transform the future is digital win

2016 Subscription Economy @Meet Magento Ro

Julian Walder

Consumer Insights: Finding and Guarding the Treasure Trove

Consumer Product (CP) companies operate in an industry where the fundamental rules of the game are changing. The growth of e-commerce, the ability to bypass retailers, the rise of private labels, and the advent of niche CP startups are just some of the trends that are reshaping the sector. But one significant change that stands out in particular is the direct connection that CP companies today have to the needs and aspirations – the ‘pulse’ – of consumers. This is, to a large extent, thanks to the rise of digital channels.

A Tale of Two Pricing Journeys: Evolving to Usage Models

Usage based pricing is often perceived to be the truest pricing model that best aligns to customer value. Join two cloud services firms, Pertino and SendGrid, as they share their pricing journeys, their quest to evolve to new models built around consumption, and their learning along the way. They will discuss pros and cons of different models and address the business case and operational requirements to support.

Driving Success in the Subscription Economy

Earley Information Science

The Strategic Values of Omnichannel Behavior in the Age of Covid-19

ICDEcCnferenece

The Future of Digital Payments

Designit

Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...

Alinean, Inc.

White papers have been the mainstay of B2B marketing campaigns for decades, but each year the effectiveness of white paper fueled marketing / demand generation (demand-gen) campaigns is on the decline. Information overload, short attention span theater and personalization expectations are just a few of the reasons why relying on white papers to drive demand / generate qualified leads is not enough. You need to advance your marketing into the 21st century with more interactive, dynamic personalized content that articulates your value to prospects / buyers / customers. ValueStory Marketing Tools combine visual storytelling / whiteboards, provocative insights, diagnostic assessments, financial justification / ROI / TCO calculators to deliver a personalized one-to-one engagement and white paper deliverable. Learn more at http://www.alinean.com

Tbe gamification summit 2011 M2 Research prese...

M2 Research

M2 Research is a market research company that analyzes emerging trends like gamification. The presentation discusses M2 Research's analysis of the gamification market, including industry surveys of vendors and clients. It notes that most current gamification projects are focused on marketing, but that engagement must be built into product development to be truly effective. The presentation concludes by acknowledging both the opportunities and risks associated with gamification as an emerging market.

Accenture: Everyday Bank Infographic

accenture

Smarter Digital Banking

Casey Lucas

Digitizing the Customer Experience within a Utility

Robert Simon

Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility. Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.

Exceptional Digital Experience (Gartner PCC 2014)

Edmund Johnson

The document discusses building exceptional digital experiences for customers and organizations. It provides: 1) Characteristics of exceptional digital experiences including being empowering, relevant, compelling and flexible. 2) How exceptional experiences can increase customer satisfaction, operational efficiency, time to market and win rates based on studies. 3) IBM's integrated portfolio approach and capabilities for building exceptional experiences including customer experience, employee experience, content integration, and multi-channel delivery optimization.

Earley Executive Roundtable on Digital Customer Engagement Maturity

This document summarizes a webinar on taking digital customer engagement to the next level. It includes an agenda for the webinar with sections on key issues and considerations, panelist points of view from three speakers, an expert panel discussion, and a question and answer period. The document provides biographies of the three panelists - Seth Earley, Steve Walker, and Connie Moore - and captures some of their key points. These include assessing an organization's digital maturity before developing a roadmap, understanding the components needed to mature a digital experience, and the different states of digital maturity.

What's hot

Reigniting APAC growth through improved traditional trade performance - Accen...

Accenture ASEAN

Customer Experience in Insurance: Insurer Strategies, Plans and Progress

eSignLive by VASCO

Top Ideas on Global Retail & Tech June, 2015

Deborah Weinswig

Modern Marketing: The Case of Microsoft US

Microsoft

Building a culture of adaptability and resilience

How business ecosystems have force-multiplied value for retailers and consumers

Captivating Customers with All Channel Experiences

Digital Transformation: Making it work for your business and your customers

Transform the future is digital win

2016 Subscription Economy @Meet Magento Ro

Julian Walder

Consumer Insights: Finding and Guarding the Treasure Trove

A Tale of Two Pricing Journeys: Evolving to Usage Models

Driving Success in the Subscription Economy

Earley Information Science

The Strategic Values of Omnichannel Behavior in the Age of Covid-19

ICDEcCnferenece

The Future of Digital Payments

Designit

Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...

Alinean, Inc.

Tbe gamification summit 2011 M2 Research prese...

M2 Research

Accenture: Everyday Bank Infographic

accenture

Smarter Digital Banking

Casey Lucas

Digitizing the Customer Experience within a Utility

Robert Simon

What's hot (20)

Reigniting APAC growth through improved traditional trade performance - Accen...

Customer Experience in Insurance: Insurer Strategies, Plans and Progress

Top Ideas on Global Retail & Tech June, 2015

Modern Marketing: The Case of Microsoft US

Building a culture of adaptability and resilience

How business ecosystems have force-multiplied value for retailers and consumers

Captivating Customers with All Channel Experiences

Digital Transformation: Making it work for your business and your customers

Transform the future is digital win

2016 Subscription Economy @Meet Magento Ro

Consumer Insights: Finding and Guarding the Treasure Trove

A Tale of Two Pricing Journeys: Evolving to Usage Models

Driving Success in the Subscription Economy

The Strategic Values of Omnichannel Behavior in the Age of Covid-19

The Future of Digital Payments

Are White Papers Dead? Advance your B2B marketing campaigns from one-size-fit...

Tbe gamification summit 2011 M2 Research prese...

Accenture: Everyday Bank Infographic

Smarter Digital Banking

Digitizing the Customer Experience within a Utility

Viewers also liked

Exceptional Digital Experience (Gartner PCC 2014)

Edmund Johnson

Earley Executive Roundtable on Digital Customer Engagement Maturity

Marketing transformation in an engineering company (Finnish)Tieto Corporation

10 reasons why the cloud is great for the environment

Capital Markets Day 2014- presentation panel, Google and Smart Capital

Bankdagen 2018, Jacob Ståhle, Google

Anatomy of Disruption, Ahmad Qureshi

Capital Markets Day 2014- presentation SEB Private Banking

How to create successful service experience

The document discusses creating successful digital service experiences. It provides an overview of pragmatic, desirable and functional approaches to service design. Digital technologies can improve customer experiences by taking a pragmatic, desirable and functional approach. The presentation emphasizes designing services around core customer needs through an omnichannel experience that is continuous, situation-oriented and accessible through every possible channel. Ideation, conceptualizing, detailing and execution are key steps to designing excellent digital service experiences.

Capital Markets Day 2014- presentation Robin Teigland, Stockholm School of Ec...

This document provides an overview of crowdfunding. It discusses different forms of crowdfunding including donation-based, reward-based, equity-based, and debt-based crowdfunding. Examples are given of successful crowdfunding campaigns in Sweden. Global crowdfunding has nearly doubled from 2012 to 2013 and continues to grow significantly each year. While still relatively small compared to traditional forms of financing, crowdfunding is becoming a notable new means to fund projects and startups. The challenges and opportunities of crowdfunding are also examined.

Bankdagen 2018, Daniel Akenine

Digitalisaatio Suomen yhteisellä agendalla

Hur kan IT användas framgångsrikt i skolan?

Tieto Company Presentation

Automation of functional tests using JMeter (in Polish)

Presentation from a webinar dedicated to a user who don't have previous experience with automation of web applications tests using JMeter tool. At this virtual meet up you will get basic theoretical knowledge about automation test and some practical examples of using JMeter tool. The webinar on YouTube: http://youtu.be/3_o3IOJEcxw Tomasz Stupak is Senior Test Engineer working for 5 years in Tieto. During his profession career he has experience with software and hardware testing.

Varautuminen EU-henkilötietosuoja-asetukseen

Intelligent IoT Gateway on OpenWrt

Why Apps Succeed: 4 Keys to Winning the Digital Quality Game

Perfecto by Perforce

Every company with a digital presence aims at delivering a great digital experience. But why do some web and mobile apps succeed better than others? As part of our ongoing search to find out, we surveyed over 1,000 technical experts and business leaders from various industries. Join us for a live webinar as we discuss the findings of this report with experts from Perfecto, Cigna and Shop.com! Topics include: -The four main obstacles preventing digital success and how to overcome them -How web & mobile teams are organized to meet the demand for faster releases -The digital testing strategies that increase velocity and allow teams to keep up with consumer demand -Why automation and real-user condition testing is critical for achieving success

The business value of cloud maturity

Altimeter, a Prophet Company

The document summarizes the findings of a study on cloud maturity conducted in Norway and Sweden in 2016. Some key findings include: 1) Cloud usage has increased in both countries since 2015, with more organizations using SaaS, PaaS, and IaaS. 2) Cloud mature organizations show benefits like 34% lower IT costs and twice the IT budget for innovation compared to less mature organizations. 3) Organizations are moving toward more hybrid cloud models, with diversification across in-house, outsourced, and cloud infrastructure and applications.

Customer experience webinar presentation 8 21-13 final

Santiago Solutions Group

Viewers also liked (20)

Exceptional Digital Experience (Gartner PCC 2014)

Earley Executive Roundtable on Digital Customer Engagement Maturity

Marketing transformation in an engineering company (Finnish)

10 reasons why the cloud is great for the environment

Capital Markets Day 2014- presentation panel, Google and Smart Capital

Bankdagen 2018, Jacob Ståhle, Google

Anatomy of Disruption, Ahmad Qureshi

Capital Markets Day 2014- presentation SEB Private Banking

How to create successful service experience

Capital Markets Day 2014- presentation Robin Teigland, Stockholm School of Ec...

Bankdagen 2018, Daniel Akenine

Digitalisaatio Suomen yhteisellä agendalla

Hur kan IT användas framgångsrikt i skolan?

Tieto Company Presentation

Automation of functional tests using JMeter (in Polish)

Varautuminen EU-henkilötietosuoja-asetukseen

Intelligent IoT Gateway on OpenWrt

Why Apps Succeed: 4 Keys to Winning the Digital Quality Game

The business value of cloud maturity

Customer experience webinar presentation 8 21-13 final

Similar to The digital customer - Design to influence experiences and behaviors

Leading without frontiers: A visual story

Karina Leal

When opportunity knocks, how will you respond? How to find your future by focusing on new drivers of business value Society has become increasingly technologically mediated. The role of ubiquity has never been more important. The design process helps mediate the relationship between practical function and how technology works within a society. Helping people and businesses to do what was previously impossible. With the pace of change accelerating in society today, how do businesses prioritize, organize and execute new and innovative drivers of business value? I’d like to share a visual story with you that provides business leaders with insights and true stories from the cutting edge across multiple industries, and an approach to help rapidly shape and deliver their digital strategies to gain a competitive advantage from technology. Leading without frontiers: A visual story Authored by Roy Sharples, with contributions from Fred Warren and Phillip Joe, Leading without frontiers offers Microsoft Enterprise Strategy’s contemporary perspective on: • Why the pace of change is accelerating in society today • Businesses and public services that have been re-imagined by using technology creatively • How to envision and deliver innovative solutions with impact • Tools & techniques for complex problem solving • The case for change • Fostering the right leadership style to lead without frontiers The Microsoft Enterprise Strategy team provides unparalleled technology expertise to accelerate business outcomes. As experienced facilitators who have helped organizations across most industries achieve technology-enabled business change, we are here to ensure you are positioned for a successful future.

How to create successful service experience

Kimmo Timonen

The document discusses creating successful digital service experiences. It provides an overview of pragmatic, desirable and functional approaches to service design. Digital technologies can improve customer experiences by taking a pragmatic, desirable and functional approach. The presentation emphasizes designing services around core customer needs through an omnichannel experience that is continuous, situation-oriented and meets customers wherever they are. Ideation, conceptualizing, detailing and execution are key steps to designing excellent digital service experiences.

Humanizing Digital Experiences

Livework Studio

SXSW_Synthesis for Business Transformation

James Tantaro

The document discusses opportunities for innovation at an organization. It notes that predictive insights should drive effortless customer experiences. Customer journeys should be viewed holistically rather than through isolated metrics. User experience is critical to meeting customer expectations. Communities need to function as marketplaces to better support customers. Visualizing the entire customer journey is important for personalized service. Understanding customers through deep insights and pattern-based profiles can help target products and messaging more effectively. Early warning systems, collaboration channels, and product development alignment can also boost customer retention and acquisition. The Internet of Things, 3D printing, and other trends require new approaches. Overall customer, employee, and brand experiences must be improved through personalization across channels and feedback loops.

ALM Intelligence-McorpCX-Digital Customer Strategy & Experience Consulting-En...

Graham Clark

The document provides an analysis of the competitive landscape for digital customer strategy and experience consulting. It defines digital consulting and the focus areas of digital customer experience consulting. It describes trends driving demand, such as the need for companies to adapt customer strategies to changing behaviors and threats. It also notes that while customer strategy fundamentals have not changed, execution speed has increased significantly. The document discusses client sponsors, capabilities of leading providers, and market trends such as the importance of agile strategy development and constraints on data analytics due to the scarcity of digital talent.

Understanding Digital Transformation and Its Importance in Today’s Business L...

Anil

UX Maturity: The Reality of Performance

Nomensa

Trends Reshaping the Future of Customer Service

Jules Smith

Age of experience - Sitel

Federico Balaguer

Customer Experience Platform and Digital Transformation Strategy

Silvestri Consulting

The document discusses implementing a customer experience platform for a transit system to enhance the customer experience. It recommends building a customer-centric IT ecosystem providing an agile foundation for future technologies. The goal is to personalize the customer experience through data, services, and lifestyle integration. Key takeaways include focusing on customers, being accountable to exceed demands, keeping things simple, and acting with transparency. Challenges for 2020 include funding and addressing changing customer needs and behaviors. The business case is to meet future customer demands and optimize operations through mobility, self-services, and personalized analytics.

Customer experience platform digital transformation strategy for transit syst...

Silvestri Consulting

Digital Transformation 7 IT Value Proposition “IT's ability to translate digital innovation into business innovation opportunities” The Future of IT Transit: Establish an IT paradigm for a broad ridership appealing to young urban demographics Intelligent Transportation Systems (ITS): Fund and operate the state of the art ITS regional inter-modal services seamlessly integrated into customer lifestyles Social Media: Customer thoughts, behaviors and analytics are foundations for future business drivers to improve the customer voice within the city ecosystem

Virtual Branch Webinar Banking June 4

Ivona M

AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...

Gesnerf

This report is the result of collaboration between Sitel’s employees and stakeholders from around the globe. Our company is now providing services through more than 61,000 employees in 21 countries on behalf of some of the best known brands in the world in the most diverse number of industries with global solutions that include customer acquisition, customer care, technical support and social media programs. The question we try to address in this report is: how is the Customer Relations responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report will address the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.

Eight Success Factors of Digital Transformation by Brian Solis

Brian Solis

The document provides an overview of Altimeter's O.P.P.O.S.I.T.E framework for digital transformation. The framework consists of 8 steps (Orientation, People, Processes, Objectives, Structure, Insights and Intent, Technology, Execution) that guide companies through transforming their business models and customer experiences to compete in a digital economy. It describes each step in the framework and how completing one step lays the foundation for the next to incrementally transform a company's strategies, teams, technologies and processes around the digital customer experience.

[Slides] Digital Transformation, with Brian Solis

This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints. Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis Download the related report: altimetergroup.com/digitaltransformation/

Highlights from ConveyUX

Blink - UX Research & Design

Digital Transformation: What it is and how to get there

Econsultancy

Digital Transformation: What it is and how to get there. Authored by Econsultancy CEO Ashley Friedlein, this presentation on the topic of 'Digital Transformation', is broken down into six sections covering: 1. Digital Transformation - what it is and recent data and research on the topic 2. Strategy - what a digital strategy should include 3. Technology - the challenges of technology and the skills gap 4. People - looking at organisational structure, culture, roles & responsibilities, environment recquired 5. Process - how to address the speed, innovation and agility required 6. Business Transformation - how digital transformation is actually business transformation

Barnet customer segments 20160524

Chris Guthrie

The document introduces 17 customer segments for the London Borough of Barnet that were developed using various data and engagement methods. Each segment represents a unique group of households that share demographic, socioeconomic, and behavioral characteristics. The segments allow resources to be targeted to effectively meet customer needs. An example digital segmentation from Lambeth shows how residents are grouped into categories like "Online Trendsetters" based on their technology usage. The segments can be used to inform policies, services, and justifications by identifying relevant groups and their characteristics.

Customer Segments - Barnet Council

Noel Hatch

The document introduces 17 customer segments for the London Borough of Barnet that were developed using various data and engagement methods. Each segment represents a unique group of households that share demographic, socioeconomic, and behavioral characteristics. The segments allow resources to be targeted to effectively meet customer needs. An example digital segmentation from Lambeth shows how customers can be grouped based on technology usage. The segments can be used across different policy areas to better target services and anticipate demand.

Seamless User Experience

Ness Digital Engineering

The document discusses how companies must focus on providing seamless user experiences across digital channels in order to drive digital transformation and remain competitive. It emphasizes the need to adopt a user-centric approach, understand user behaviors, and use data to personalize experiences in real-time. It also highlights that organizational change is required to embed user experience principles throughout products, processes, and company culture.

Similar to The digital customer - Design to influence experiences and behaviors (20)

Leading without frontiers: A visual story

How to create successful service experience

Humanizing Digital Experiences

SXSW_Synthesis for Business Transformation

ALM Intelligence-McorpCX-Digital Customer Strategy & Experience Consulting-En...

Understanding Digital Transformation and Its Importance in Today’s Business L...

UX Maturity: The Reality of Performance

Trends Reshaping the Future of Customer Service

Age of experience - Sitel

Customer Experience Platform and Digital Transformation Strategy

Customer experience platform digital transformation strategy for transit syst...

Virtual Branch Webinar Banking June 4

AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...

Eight Success Factors of Digital Transformation by Brian Solis

[Slides] Digital Transformation, with Brian Solis

Highlights from ConveyUX

Digital Transformation: What it is and how to get there

Barnet customer segments 20160524

Customer Segments - Barnet Council

Seamless User Experience

More from Tieto Corporation

Vad blir nästä steg mot den smarta försäkringsindustrin

Tieto Future Perspectives Report

In 2016, Tieto conducted the Foresight 2020 study to understand the cross-industry business opportunities projected to shape the future of business into the year 2020. In 2016 and 2017, Tieto conducted the Future Perspectives study to deepen the insights of Foresight 2020 in particular. The Future Perspectives study provides expert thoughts and expectations about how technology-driven opportunities will unfold in the coming half-decade — specifically, how business models and value chains will be affected and what kinds of business possibilities will arise now and in the future. Tieto’s Future Perspectives study was conducted via interviews and a questionnaire survey of 500 executives from a wide variety of industries in three Nordic countries. Data was collected and analysed by the research company Kairos Future. http://www.tieto.com/future-perspectives

How to build a modern cloud environment

1. The document discusses how to build a modern cloud environment for businesses and provides advice on selecting the right cloud approach. 2. It recommends letting business needs drive the design and procurement of cloud solutions. The right cloud setup is an open, manageable, and compliant one that combines private, public, and hybrid cloud options. 3. Tieto OneCloud is presented as a solution that combines leading public clouds like AWS and Azure with Tieto's private cloud and on-site services, all managed through a single platform.

Smartare affärer genom det bästa från molnet

Foresight 2020 - Industry trends and scenarios

Tieto digitalization story

The cloud story in an infographic nutshell

Webinarie 2014 11-24 mer tid åt lärandet

Capital Markets Day 2014- presentation Radar

The document discusses several trends driving innovation and digitalization: 1. Integration of services and applications will be crucial as almost all business gets done by brilliantly integrating known technologies. 2. Making information available and accessible will drive growth in large market segments like ERP, BI and CRM as companies adapt solutions to consumer information preferences. 3. Traditional IT management is changing to become more flexible and open, with open IT expanding from 24% to over 50% of realizations in the next 8-10 years.

Bankdagen 2018, Mia Söderlund och Jan Thungren, Tieto

Bankdagen 2018, Maria José Jorda Garcia, BBVA

This document discusses why innovation is difficult in large, established companies and provides keys to overcoming this challenge. It recommends that management be committed to innovation and that companies develop a strategy to make their operational and innovation worlds live and evolve together through collaboration and open innovation. It also outlines how one company, BBVA Innovation, is transforming itself by working in cross-functional teams on an open innovation model and digital business development to stay relevant in a disruptive environment.

Bankdagen 2018, Robin Teigland, Stockholm School of Economics

This document discusses how new technologies and financial services from entrepreneurs could challenge traditional banks. In just a few years, Swedish startups have launched in areas like e-commerce payments, loans, online payments, peer-to-peer lending, crowdfunding, personal finance, cryptocurrency exchanges, and mining equipment. International crowdfunding is growing rapidly and peer-to-peer lending has generated billions. New technologies like mobile, broadband, and artificial intelligence combined with open source software and hardware could further drive financial convergence and emergent alternatives to traditional institutions. Cryptocurrencies like Bitcoin have grown significantly in circulation and use and may reshape global finances or challenge the fiat money system. Banks will need to carefully consider how to engage

Bankdagen 2018, Johan Hallberg, IDC

The document discusses how the third platform of technology is changing the banking industry. It notes that companies like Google are launching digital wallets and that customers now expect banking services to be available 24/7 through mobile apps and social media. It also discusses how the third platform is creating new opportunities for innovation through technologies like the Internet of Things, 3D printing, and new sources of customer data that provide deeper insights. Banks will need to simplify processes, accelerate innovation, and improve customer experiences to adapt to these changes in customer expectations and the new competitive threats from digital natives.

Bankdagen 2018, Charlotte Svensson, Bonnier News

Future of business transformation market research summary