The document discusses the future of user experience and how organizations can respond to what matters most to people. It suggests focusing on delivering easy, helpful experiences and responding in real-time by utilizing technologies like conversational AI and digital twins. The key is understanding individual users and contexts to provide a personalized experience across an entire service journey.

1. The Future Of User Experience

2. M e r c h a n t s C E O
D a t a p o i n t S t r a t e g y D i r e c t o r
B r a i n f o o d I n n o v a t o r
2 0 1 5 E C C S A & U K C C F
L i fe t i m e A c h i e v e m e nt Aw a r d s

3. T h e F u t u r e O f U s e r E x p e r i e n c e
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What Matters
To People

4. T h e F u t u r e O f U s e r E x p e r i e n c e
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5. T h e F u t u r e O f U s e r E x p e r i e n c e
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6. T h e F u t u r e O f U s e r E x p e r i e n c e
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7. T h e F u t u r e O f U s e r E x p e r i e n c e
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8. T h e F u t u r e O f U s e r E x p e r i e n c e
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9. T h e F u t u r e O f U s e r E x p e r i e n c e
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10. T h e F u t u r e O f U s e r E x p e r i e n c e
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Hard

11. T h e F u t u r e O f U s e r E x p e r i e n c e
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Easy

12. Putting
Conversational AI
in front of
messed up
service journeys
ends in tears!

13. T h e F u t u r e O f U s e r E x p e r i e n c e
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Cognitive
Overload

14. T h e F u t u r e O f U s e r E x p e r i e n c e
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Distracted
Focussed

15. T h e F u t u r e O f U s e r E x p e r i e n c e
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O u r B ra i n s A r e L a z y

16. T h e F u t u r e O f U s e r E x p e r i e n c e
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17. T h e F u t u r e O f U s e r E x p e r i e n c e
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We E x p e c t Re a l T i m e

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19. T h e F u t u r e O f U s e r E x p e r i e n c e
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20. T h e F u t u r e O f U s e r E x p e r i e n c e
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Responding To
What Matters

21. T h e F u t u r e O f U s e r E x p e r i e n c e
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22. T h e F u t u r e O f U s e r E x p e r i e n c e
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23. T h e F u t u r e O f U s e r E x p e r i e n c e
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24. T h e F u t u r e O f U s e r E x p e r i e n c e
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25. T h e F u t u r e O f U s e r E x p e r i e n c e
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26. T h e F u t u r e O f U s e r E x p e r i e n c e
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27. T h e F u t u r e O f U s e r E x p e r i e n c e
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28. T h e F u t u r e O f U s e r E x p e r i e n c e
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29. T h e F u t u r e O f U s e r E x p e r i e n c e
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30. T h e F u t u r e O f U s e r E x p e r i e n c e
© 2019 Bridge House Consulting Ltd
• The caller-ID was associated with her
account
• She has been a customer for 10 years
but hasn’t called the rescue line once
• Other customers with a similar profile to
Lily call only when they really need help
• The weather in Lily’s home city is cold
enough that she could risk hypothermia
if she is stuck without heat for too long
Agent Assist

31. T h e F u t u r e O f U s e r E x p e r i e n c e
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• Advisor’s screen updates with a map of the area where
customers is stranded
• Virtual assistant listens to the towing request
(keyword) and shows nearest tow truck
• Customer is unsure of exact location. VA promotes
advisor ‘Send customer photo of local landmark?’
• Advisor suggests this to customer. VA acts on prompt
and sends image. Customer confirms. VA updates map
• Advisor says that she’ll send a tow truck. VA hears
this and sends details of the job directly to the tow
truck driver, then displays an estimated wait time on
the advisor’s screen

32. T h e F u t u r e O f U s e r E x p e r i e n c e
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34. T h e F u t u r e O f U s e r E x p e r i e n c e
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35. T h e F u t u r e O f U s e r E x p e r i e n c e
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36. T h e F u t u r e O f U s e r E x p e r i e n c e
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D i g i t a l t w i n n i n g a c r o s s t h e w h o l e l i f e c y c l e

37. T h e F u t u r e O f U s e r E x p e r i e n c e
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38. T h e F u t u r e O f U s e r E x p e r i e n c e
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39. T h e F u t u r e O f U s e r E x p e r i e n c e
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40. T h e F u t u r e O f U s e r E x p e r i e n c e
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Final Thought

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U X b o o s t s E X b o o s t s C X b o o s t s s u c c e s s