This document discusses digital transformation, customer experience, and innovation. It outlines services like innovation assessment, digital strategy, experience design, software development, and mobile/IoT. It presents a process for identifying opportunities to improve people's lives through collaboration. Key aspects of the process include understanding the opportunity landscape, finding ways to transform and enable customers, building strong foundations, avoiding making customers' lives harder, and exciting customers. The document emphasizes the roles of being collaborative, keeping users and customers central, and building skills rather than focusing on specific exercises. It also discusses creating an innovation ecosystem by identifying new capabilities, customer needs, competitive advantages, and efficiency gains.

1. Jason Rome
The Intersection of Digital
Transformation, CX and Innovation

2. Innovation
Assessment
Acceleration
Commercialization
Lab Creation & Co-Management
Digital Strategy &
Customer Experience
Journey Mapping
User Empathy Research
Experience Strategy & Design
Design
Prototyping
UX & UI Design
Design Systems
Video Production
Software Development
Proof of Concept
Full Stack Development
API Development
Systems Integration
DevOps
Mobile & IoT
Our Services

3. THE PROCESS

5. THE PROCESS

6. Where are our
opportunities to make
people’s lives better?

7. How might we
collaborate on these
opportunities ?

8. How do we apply our
toolkit to solve problems?

9. THE OPPORTUNITY LANDSCAPE
The Opportunity Landscape
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10. OPPORTUNITIES FOR TRANSFORMATION
Opportunities for Transformation
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11. ENABLEMENT
52% of customers are less
likely to engage with the
company because of bad
mobile experience.
BUILD THE FOUNDATION
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“
52%

12. ENABLEMENT
BUILD THE FOUNDATION
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13. EXECUTE
67% of customers mention
bad experiences as a reason
for churn, but only 1 out of 26
unhappy customers
complain
DON’T MAKE PEOPLE’S LIVES HARDER
“
“ 67%

14. ENABLEMENT
DON’T MAKE PEOPLE’S LIVES HARDER
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15. EXCITE
89% of customers get
frustrated because they need
to repeat their issues to
multiple representatives
MASTER MOMENTS OF TRUTH
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“
89%

16. EXCITE
MASTER MOMENTS OF TRUTH
zMOT FTUE AHA! DOOR DOUBT

17. THE ROLE WE PLAY
● Empowered, Collaborative, Cross-functional
● Users are Always Customers, Customers Aren’t Always Users
● Focus on Building Muscles, Not on Exercises
The Role We Play

18. THE ROLE WE PLAY
AGILE
CORE
PRODUCT
DESIGN ENGINEERING

19. AGILE
CORE
PRODUCT
DESIGN ENGINEERING
OPERATIONS LINE OF BUSINESS STRATEGY
CX / MARKETING IT & INFRASTRUCTURE

20. INNOVATION ECOSYSTEM
INNOVATION
OPPORTUNITIES
New Integrated Capabilities
Emerging Customer Needs &
Experience Gaps
Competitive Differentiation &
Partnership Opportunities
How do we do things more
efficiently?
New Products to
Existing Customers
New Customer Segments &
Emerging Market Needs

21. INNOVATION ECOSYSTEM
Leap Forward
Enable, Execute, ExciteOvert, Latent, Emerging

22. The Toolkit
The Toolkit

23. 360 CX
360
CX

24. DESIGN
SPRINT

25. CASE STUDY — NEW CUSTOMER ONBOARDING
A
P
D E INFO FILL
VERIFY
ID
PAY &
CONFIRM
RESEARCH
&
SELECT
ENROLL
EFFORT
CSAT
COMPLAINTSPRODUCT? STATUS?
PRICING
NEW
MODEL
AUTOMATED AUTH & ENROLLMENT
CX
OPS
BIZ
INN

26. JOURNEY MAPS AS A CANVAS
Personas illustrate goals and
preferences for different
customers and illustrate where
that impacts their Journey
Jobs to Be Done help identify the
triggers that illustrate why
someone would start their Journey
The Journey illustrates the sequence of key
customer experiences
The swimlanes and data
illustrate which channels
customers are leveraging
Empathy research and
ethnography help us
understand customer
sentiment
Shop-alongs, employee
shadowing and competitive
analysis identify
recommendation themes and
opportunities

27. INNOVATION ECOSYSTEM
Leap Forward
Enable, Execute, ExciteOvert, Latent, Emerging

28. WHAT YOU CAN DO
WHATYOUCANDO
● Are you partnering with your team to see the
entire journey?
● Have you taken care of the opportunities in your
backyard?
● Do you understand the playbook or following a
process?
● Are you innovating on a broken foundation?
● Does your leadership empower teams?

29. Contact
jason@skookum.com
(704) 930-7444
Director of Digital Strategy and CX
Jason Rome