This document discusses the concept of "Perpetual Experience" which aims to combine customer, employee, and digital experiences. It is authored by Carl Lyon and published by The QoE Group. The document is divided into several parts that discuss topics like disruption, responding to disruption, developing the methodology, and delivering on methodologies. It also includes sections on perpetual thinking, experience journeys, incubation hubs, and using the perpetual experience methodology for people experiences in digital work environments.

1. © The QoE Limited 2017
PERPETUAL EXPERIENCE™
CARL LYON
CHAIRMAN OF THE QOE GROUP
AND AUTHOR OF PERPETUAL EXPERIENCE™
PERPETUAL EXPERIENCE™
UNLEASHING OMNICHANNEL SUCCESS
Amsterdam March 2017

2. © The QoE Limited 2017
DEVELOPING A METHODOLOGY
TO COMBINE CUSTOMER, PEOPLE
AND DIGITAL EXPERIENCE TO PRODUCE
PERPETUAL EXPERIENCE™

3. © The QoE Limited 2017
Part 1 Disruption
Disruptive innovation
The digital landscape
Many voices
I'm an individual
Part 2 Responding to disruption
Moving towards perpetual experience
Us, not them
Exerting influence
Building authenticity
Making it happen
Summary
AMAZON £14.95
CODE EVOLVING
PUBLISHING THE BOOK
PERPETUAL EXPERIENCE™

4. © The QoE Limited 2017
• Perpetual Thinking
• People Experience Journeys
• Incubation Hubs
• Experience Engine
Explore
Incubate
Needs
Innovate
Motivate
Analyse
Experienc
e
Collabora
te
ARTIFICIAL INTELLIGENCE
DELIVERING ON THE METHODOLOGIES
PERPETUAL EXPERIENCE™

5. © The QoE Limited 2017
PERPETUAL EXPERIENCE™
Envisioning
Formulation
of a working
hypothesis
PERPETUAL THINKING AND EXPERIENCE JOURNEYS DEPLOYMENT
Exploratory
Exploratory
Exploratory
Leadership
exploration
Origination
Group
Background investigation
Final vision and strategy
documentation completed
People experience
journey validates
hypothesis
Validation
BUILDING ACROSS COMPANY SOLUTIONS AND CONSISTENCY

6. © The QoE Limited 2017
USING
PERPETUAL EXPERIENCE™
METHODOLOGY
PEOPLE EXPERIENCE IN THE DIGITAL WORKING ENVIRONMENT
BEST PRACTISE
You would be welcome to join us and share the output

7. © The QoE Limited 2017
Attract
• EVP Guidelines – to
include frontline
• EVP comms
• Candidate experience
• Connection to brand
• Real excitement
Recruit
• Selection
• New skills/ deep dive
• Role profile
• Research to include
behaviours, standard,
consistent OE
• Candidate experience
• Capability of those recruiting
Onboarding/Induction
• Minimum standards
• Best practices/key themes
• Digital journey
• Engagement
• Wow is in the how
L&D & Progression
• Career path – linear and
horizontal
• Apprentice programme
alignment
• Developing capability
around behaviours and
skills (content & tools)
Empower and
Engagement
• Employee Survey
evolution
• Frontline
Empowerment
Performance & Reward
• Variable pay evolution
• Base salary
• Intangible benefits
(Flexible conditions,
women, employee
benefits)
SCOPE
Outcomes
• Migration efficiency
• Performance KPIs
• Sales through
service

8. © The QoE Limited 2017
YESTERDAYS KEY THEMES
• Managing change
• Overcoming silos
• Customer expectations
• Over coming mindset
• Finding a new way of working
• Conversations and relationships
• The move to ease or effort scoring
• Building a mandate for change with constant rewards
• Recruiting the right people
• Improving core competence
• ROI – cost reduction- increase CX or increased sales
• Initiating a test and learn and fail fast culture
• The start up mindset

9. © The QoE Limited 2017
ISSUES THAT DIDN’T BUT POSSIBLY SHOULD BE DISCUSSED
• AI / machine learning bots
• Data driven decision making
• Trust
• Multi channel relationship with self service
• Digital transformation for those who deliver I
• Is the digital moving faster than large organisations are able to
• Real time, real world data
• Does training and education need to change
• The gigging economy