This document discusses key themes in customer experience for 2019, including a focus on data-centric experiences, managing customer journeys, and designing experiences around outcomes. It notes that while brands aim to connect their brand promise to customer experiences, most do not fully deliver on promises. Successful brands highlighted align their brand promise and customer reality through practices like transparent values, community engagement, and social impact. The document advocates for designing experiences around "jobs to be done" and outcomes over features. It also discusses challenges organizations face like a lack of clear CX strategy and technology architecture, as well as the need for a single customer view across data sources.
Recommended for CTOs, architects, IT Managers
COVID-19 has emphasized the fact that business agility and hence technology agility are the most if not the only factors for business success. However, technology agility in most IT departments is not the “strongest muscle”. Technology adoption of Cloud, Devops, Integration, Low-Code and Zero Trust are affecting all IT departments and even the entire organization. New
processes and relationships between the various branches of the IT department should emerge, forsaking old habits and technologies. New technologies and roles\responsibilities are taking their place.
Recommended for CIOs and Applications Managers
In this session we will discuss how next generation business applications enable the
creation of much needed hyper-personalized experiences for customers and employees.
Center Office is a new delivery model that is emerging in response to the need to deliver
end to end hyper-personalized solutions that improve on older enterprise (legacy)
applications. Center Office relies on technologies such as APIs, microservices and
Hyperautomation (next level of automation that meshes AI tools with RPA,, enabling
scaling for complex business processes).
How do we manage employees' experiences as well as preserve talent and create
collaborative workplaces for teams? which new skills are needed? what will the
workforce of the future look like? Which new tools are needed for HR (employee well-
being)?
Recommended for CTOs, architects, IT Managers
COVID-19 has emphasized the fact that business agility and hence technology agility are the most if not the only factors for business success. However, technology agility in most IT departments is not the “strongest muscle”. Technology adoption of Cloud, Devops, Integration, Low-Code and Zero Trust are affecting all IT departments and even the entire organization. New
processes and relationships between the various branches of the IT department should emerge, forsaking old habits and technologies. New technologies and roles\responsibilities are taking their place.
Recommended for CIOs and Applications Managers
In this session we will discuss how next generation business applications enable the
creation of much needed hyper-personalized experiences for customers and employees.
Center Office is a new delivery model that is emerging in response to the need to deliver
end to end hyper-personalized solutions that improve on older enterprise (legacy)
applications. Center Office relies on technologies such as APIs, microservices and
Hyperautomation (next level of automation that meshes AI tools with RPA,, enabling
scaling for complex business processes).
How do we manage employees' experiences as well as preserve talent and create
collaborative workplaces for teams? which new skills are needed? what will the
workforce of the future look like? Which new tools are needed for HR (employee well-
being)?
How does the cio contrinute to other CxOs?Einat Shimoni
This presentations descrobes how the CIO contributes to other CxOs in application areas such as "Systems of engagement" versus "Systems of records". Web, mobile, omni-channel, digital, social, CRM, and also - ERP, CRM, HR and talent management, Knowledge management and analytics.
Recommended for CXOs and all IT Managers
If COVID-19 has demonstrated anything it is that organizations can no longer rely on traditional long-term strategic direction-setting, in order to succeed and grow. Today, organizations need to be able to quickly identify changes and respond with speed.
Adaptive enterprises have the technical and organizational agility to do this. In this session, we will present the organizational structure, technologies and concepts that make up an adaptive organization and discuss topics such as: Concierge hyper-personalization services; Personalized (PBC) Business Capabilities; adaptive organizational structure; Centers of Excellence; center office; hyper-automation and data centric organizations.
Presentation describes innovation process for IT, from digital transformation though data centric and finally automation revolution, outcome driven innovation and data, process and technical debt
STKI researches and publishes once a year a complete Market Study about the Israeli Information Technology Scene. This is a version 2 that includes changes that were found after companies presented (again) their 2018 results and STKI analysts accepted the changes.
The "trio": Customer Experience, Data-driven business and Employee empowerment.
This 2018 STKI summit presentation outlines the necessary "joined" journey to achieve customer experience transformation.
How does the cio contrinute to other CxOs?Einat Shimoni
This presentations descrobes how the CIO contributes to other CxOs in application areas such as "Systems of engagement" versus "Systems of records". Web, mobile, omni-channel, digital, social, CRM, and also - ERP, CRM, HR and talent management, Knowledge management and analytics.
Recommended for CXOs and all IT Managers
If COVID-19 has demonstrated anything it is that organizations can no longer rely on traditional long-term strategic direction-setting, in order to succeed and grow. Today, organizations need to be able to quickly identify changes and respond with speed.
Adaptive enterprises have the technical and organizational agility to do this. In this session, we will present the organizational structure, technologies and concepts that make up an adaptive organization and discuss topics such as: Concierge hyper-personalization services; Personalized (PBC) Business Capabilities; adaptive organizational structure; Centers of Excellence; center office; hyper-automation and data centric organizations.
Presentation describes innovation process for IT, from digital transformation though data centric and finally automation revolution, outcome driven innovation and data, process and technical debt
STKI researches and publishes once a year a complete Market Study about the Israeli Information Technology Scene. This is a version 2 that includes changes that were found after companies presented (again) their 2018 results and STKI analysts accepted the changes.
The "trio": Customer Experience, Data-driven business and Employee empowerment.
This 2018 STKI summit presentation outlines the necessary "joined" journey to achieve customer experience transformation.
Check out the associate Webinar on Demand: https://www.cprime.com/resource/webinars/metrics-that-matter-in-the-boardroom/
Metrics-driven goals are fundamental to building great products. While data, KPIs and OKRs have an impact on most jobs, it is especially true for product teams. In our current situation, product professionals are being challenged to clearly articulate the value of their products and solutions in a language that focuses on outcome vs. output and value created vs. effort spent.
Are you struggling to provide the metrics that matter most for your product or solution? Are you caught in a loop reinventing how to measure the progress and success of your products?
In this webinar, join Mike Smart and Devin Anderson to:
*Explore how to help your product or solution stand out.
*Learn how to combine vision with quantifiable metrics that measure process, progress and value.
*Learn how to use leading metrics, such as usage and adoption, to impact product performance and business outcomes.
You’ll leave with real life strategies for using your data super powers for the good of your product.
Description of the Business Development Bank's BMI program and how it helps Canadian SMEs.
Presentation made at the Feb. 2019 Montreal Lean Startup Circle meetup.
CX Summit 2020 Keynote: Drive CX to the top of your organisations agenda with...Catherine Hills
How can I make thishappen in my org?
Information covered:
* COVID and e-commerce case study - is e-commerce saving lives?
* Product development, service delivery and go to market
* Customer services and support
* Technology delivery and enablement
* Employee experience and org culture
* Ethics and governance
* Inclusion and diversity
Why Customer Journey Mapping is So Essential to Growing Your BusinessGreenRope
This highly informational webinar covers what journey mapping is, how it is used to improve your customers’ experience, and ultimately understand how your organization is aligned to deliver experiences that customers love to tell their friends about. This session is hosted by Customer Experience Consultant & Journey Mapping Practice Expert, Charlie Colquhoun and moderated by Marketing Manager at GreenRope, Alessandra Gyben.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Building Customer Success With Enhanced Employee EngagementG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1956171/6FBD87FB123A769E1C9499F4CDC6E922
"Successful retailers recognize that their front-line employees are much more than just shelf-stockers and cashiers: they are absolutely critical to creating the kind of unique, memorable customer experiences that differentiate a retail brand. Unless their employees feel that they are an engaged, vital part of the shopping experience, retailers are finding that it’s nearly impossible for them to execute on customer experience (CX) initiatives.
By tapping into the Voice of the Employee (VoE) — which involves collecting, managing and acting on employee feedback — and by linking it to Voice of the Customer (VoC) programs, retailers can get the data they need to enhance employee engagement. And with Millennials and Gen Z employees entering the workforce, their desire for finding connection and purpose at their jobs increases the necessity and value of such programs.
This Retail TouchPoints Connected Consumer Series webinar, sponsored by Medallia, will use real-world retailer examples to explore how VoE and VoC can be successfully linked, and how retailers can use the data and insights generated by these communication initiatives to build employee engagement, enhance the customer experience and boost the bottom line. Additionally, attendees will learn what’s needed to establish a VoE program; what to look for in a partner; and how best to use the information that the program generates to achieve desired business results."
Top Digital Transformation Trends and Priorities for 2016Charlene Li
Given the importance of digital transformation and the never ending onslaught of new technologies, how should organization prioritize limited resources, time, and attention? This presentation to the San Francisco American Marketing Association is the 7th year in a row when Charlene has presented her take of top digital trends.
Recommended for CDOs and all Data & Analytics Managers
The past 2 years have had a huge impact on organizations journeys to become data driven. Existing data architectures were disrupted; rigid structures and processes were questioned, and many data strategies were re-written.
On the one hand, the global pandemic emphasized the need for organizations to raise the bar, implement strategies, improve data literacy and culture, increase investments in data and analytics, and explore AI opportunities.
On the other, it also presented new challenges such as: the war for data talent and the wide literacy gap. Inadequate structures as well as outdated processes were exposed. Major changes in the data landscape (Data Fabric, Data Mesh, Transition to Data Clouds) will further disrupt existing data architectures and enhance the need for a new adaptive architecture and organization.
Enterprise Applications, Analytics and Knowledge Products Positionings in Isr...Einat Shimoni
STKI's analysis of the Israeli Market: players and positionings in Enterprise Applications, Marketing Technologies, BI & Analytics, Knowledge Management, Web & eCommerce.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Kyiv PMDay 2024 Summer
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Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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The secret spice of
GREAT
EXPERIENCES
STKI Summit 2019
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Main Themes
2019
for Customer Experience
DATA-CENTRIC CX
THE CHANNEL DIVIDE
01
02
03
06
05
08
07
04 A special focus on data
platforms that manage a
single customer identity
Addressing the channels
disconnect gap
CONVENIENT CX
Striving to simplify
experiences, reducing CES
and cognitive effort
JOURNEY-CENTERED ORG.
Managing journeys as
products
Organizing around CX
MAKING SENSE OF EXPERIENCES
Increasing use of
Experience / Journey
Analytics & VOC
OUTCOME-DRIVEN DESIGN
Designing experiences
around the “job to be done”
AUTOMATION & AI
Scaling CX along with
the human touch
BRAND & CX CONNECT
Refocus on the brand and
connecting CX to it
STKI Summit 2019
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50% of CMOs will bring
BRAND back as their top
priority*.
In 2019, CMOs will move more
budget and attention to
reshaping the brand.
Some will take the added step
of reaffirming and honing
purpose as an internal engine to
re-establish the connection
among their firm’s purpose,
brand, and experience.
* (Forrester).BRAND EXPERIENCE is the PROMISE.
CUSTOMER EXPERIENCE is the REALITY CHECK.
WHAT YOU PROMISE: WHAT YOU DELIVER:
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Management. Employees. Customers. Partners.
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People love brands that constantly
deliver (CX) on their promises (Brand)
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WHICH BRANDS ARE DOING A REALLY GOOD JOB
IN CONNECTING BRAND PROMISE TO CX?
3% annual growth rate advantage 2% lower expense ratio 80% higher customer loyalty*
*Source: McKinsey
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✓ Most beloved financial brand on earth
✓ NPS Score x 4 times higher than other banks
✓ 97% retention rate
✓ 10,000 employee-driven CX patents (897 registered)
✓ 22% higher empathy score. All employees are also
customers and attend design thinking workshops
THE PROMISE:
THE FULLFILLMENT:
“When you join USAA, you become
part of a family who stands by you
during every stage of your life.”
“We know what it means to serve”
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All core values are transparently kept in the
product, (none existing) packaging, its
enthusiastic employees and award-winning
customer experience
Strong community of “Lushies”: brand fans
THE PROMISE
THE FULLFILLMENT
6 core values:
1. Fighting animal testing
2. Fresh
3. Ethical Buying
4. 100% vegetarian
5. Handmade
6. Naked packaging
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Low prices due to control of supply chain &
vertical integration
Buy a pair -> Give a pair (>5M pairs till now)
Actively assisting in making eye
examinations more accessible worldwide,
especially for school children
THE PROMISE
THE FULLFILLMENT
Offer designer eyewear
at a revolutionary price
while leading the way for socially
conscious businesses
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✓ 50% of profits devoted to building accessible
toilets to those in need
✓ “Impact updates” reported to the community
✓ All products are environment-friendly
✓ Strong community and high level of engagement
THE PROMISE:
THE FULLFILLMENT:
“40% of the global population don't have access to a
toilet. We aim to actively change that”
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THE EXPERIENCE - EXPECTATIONS GAP
Source: PWC
But the
reality is that
most brands
don’t deliver
what their
brand
promises
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BRANDS KEEP ON TRYING TO GET IT RIGHT
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MARKETING TECHNOLOGY BUDGET IS BACK ON THE RISE
% of Marketing budget devoted to MarTech
Source: Gartner
2014-2015
2015-2016 22%
2017-2018
29%
2018-2019
27%
2016-2017
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Source: PWC
What is the price
premium of
good customer
experience?
What is the cost of a bad one?
32% will walk away from a brand after just one bad experience
96% will become disloyal
+20%
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Source: PWC
CUSTOMERS WANT EASY, CONVENIENT, FRIENDLY, EFFICIENT, HUMAN
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ORGANIZATIONS GET CX WRONG
What consumers
REALY WANT:
Quick,
convenient,
affordable
results
What executives THINK
customers want:
• Digital
• Self-service
• Control
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FOCUS ON CONVENIENCE
“They are so easy to work with!”
Mission: Trying on shoes
Friction: Locating
employees and asking
them for help to try on
shoes
Mission: buying food/drink
Friction: Waiting in checkout
line
Mission: buying tickets,
waiting in lines, getting
food & drinks
Friction: A lot of tension -
long lines, locating facilities,
knowing where to go
Mission: Dressing in style
Friction: going to physical
shop, waiting in lines to try
on, waiting in line to pay,
don’t know what fits me &
what’s in style
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FOCUS ON CONVENIENCE
“They are so easy to work with!”
Mission: Trying on shoes
Friction: Locating
employees and asking
them for help to try on
shoes
Mission: buying food/drink
Friction: Waiting in checkout
line
Mission: buying tickets,
waiting in lines, getting
food & drinks
Friction: A lot of tension -
long lines, locating facilities,
knowing where to go
Mission: Dressing in style
Friction: going to physical
shop, waiting in lines to try
on, waiting in line to pay,
don’t know what fits me &
what’s in style
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• From 25 steps -> to 5 -> to zero
• Customer profiles is key (DATA!)
• >60% of all orders are online
Just open the app
After 10 seconds order is
automatically placed
LITERALY ZERO FRICTION:
“We have to make sure everyone at every
level of our business - from IT to retail - is
working towards the common goal of
removing friction from customer
experiences.”
- Dennis Maloney, Domino’s CDO
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THE PEAK-END RULE:
People’s judgment of an experience is the
average of how they felt at two moments:
PEAK
END
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IKEA PEAK-END IN-STORE EXPERIENCE:
PEAK
END
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Organizations got CX
wrong!
• In 95% of the companies, managers have been unable
to agree on what CX even is
• CX is not an initiative; it is a business process
In order to build a CX strategy we went straight to
the source - customers/users…
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BUT
Customers don’t need an app
Customers don’t need a better site
They definitely don’t need an upgraded BO
Why are we even asking customers what solutions
they want?
“customer is a wrong unit of analysis
when you are trying to innovate”
Clayton Christensen
• Why should a company depend on the customer to
know the best solution?
• Why hire the customer to do the job of the marketing,
development, and product planning team?
• Coming up with the winning solution is not the
customer’s responsibility. It is the responsibility of the
company.
85% of CUSTOMERS /
business executives usually
say that they need a better
tech solution. STKI
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Job-to-be-Done
What is that the customer
trying to accomplish?
Millions of people are trying
to turn their cars into an
office
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CX innovative initiatives usually start with:
Ideas-FIRST Approach: Customers Needs-FIRST Approach:
Many bad ideas are still not a good process
There is such a thing as a BAD IDEA
Even thought customer needs are important input into
the CX process, there is no universally accepted definition
of what a need is and it is assumed that customers have
latent needs or needs that cannot be articulated
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CX Outcome Driven Innovation
Journey
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Outcome
Driven
Innovation
Design
Thinking
LEAN
AGILE DevOps
Innovation team Design team Product team
Tech teams Everybody
So many different
methodologies & tools
Outcome Driven Development
(NO to features/ YES to outcomes)
The combination of
6 methodologies
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DevOps
01 02
03
04
05
Deploy &
implement
Define requirements
based on customer
metrics
Design system & test
outcomes with
customer metricsAgile development
& test with
outcome metrics
JOB TO BE
DONE
DESIGN
PRODUCT
PROTOTYPE
& TEST
DEVELOP THE
PRODUCT
FRUITION
Outcome-Driven
Development®
Product
strategy
Problem
definition
Product
prototype
Deploy
ment
Maintain
Implementation
& Training
Terroir Innovation
Management® TIM
Define market/
product strategy
based on unmet needs
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TIM Methodology®- Job To Be Done®
01
Define market/
product strategy
based on unmet
needs
JOB TO BE
DONE
Product
strategy
Uncovering the jobs (a fundamental problem in a given situation that
needs a solution) that cause customers to hire products and services
1. Functional Job
2. Customers Needs
3. Unmet Needs
4. Solution for Job Done Better
5. Define Outcomes
6. Product/Service Strategy
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TIM Methodology®- Design Product & Define Outcome
02
03
Define requirements
based on customer
metrics
DESIGN
PRODUCT
Product
strategy
Problem
definition
Spotting underserved
customers needs
1. Customers Research
2. Prioritize Outcomes
3. Commit to an Outcome
4. Develop Success Metrics
5. Problem Definition
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Giving people the authority, procedures, and resources needed to serve their customers
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Employee
engagement
drivers:
AUTONOMOS
INTEREST
MASTERING
PURPOSE
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Ritz Carlton:
Every employee at Ritz-Carlton Hotels has the freedom to use up to
$2,000 to rescue a bad guest experience
Trader Joe’s:
Try it. We think you'll like it. If you don't, bring it back for a full refund.
Companies that encourage their employees to make AUTONOMOUS
DECISIONS:
Virgin Airlines:
Employees are empowered to solve problems immediately and to make
every customer’s journey memorable. Front-line employees have freedom
to operate and solve customer problems within a wide outline established
by managers.
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People first
Culture of
cooperation
Small and
blended
teams
Top priority
purpose
Do not copy
what works for
others- find
your own way
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EMPLOYEES FIRST
& IN THE CENTER
SYMMETRY LISTENING EMPLOYEE
EFFORT
Great customer experience starts with great employee
experience. Focus on fulfilling employees’ needs, and
everything will follow.
Employees must come first
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SO WHAT ARE WE
DOING WRONG?
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LACK OF CX STRATEGY
1/3 of organizations have no clear
roadmap for their CX vision (PWC)
Only 18% of
companies use their
brand as the base
for their CX strategy
(Forrester)
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*40%פיננסים ארגונים
מקור:סקרSTKI,2019
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MATURE CX COMPANIES’ #1 MOST IMPORTANT METHOD FOR
EXECUTING THEIR CX STRATEGY:
Source: Hotjar state of CX 2019
28%
24%
11%
2%
12%
9% 8%
6%
Voice of the Customer Having an outstanding team
Real time/Predictive Analytics Chatbots
Personalization Market Research
Artificial Intelligence (AI) Virtual reality (VR)/Augmented Reality (AR)
Voice of the Customer/
Customer Feedback
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LACK OF TECHNOLOGY STRATEGY
& ARCHITECTURE
How does it all come together?
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UNDERSTAND NEED
DESIGN ANSWERDELIVER IT
MAXIMIZE VALUE
CUSTOMER
PROFILE
&
VOC
Orchestrate touchpoints
DECISION
HUB
Customer Feedback
Outcome-driven Design
Empathy
Personas & Audiences
Journey Analytics
Visualization
Marketing Automation
Physical & Digital Channels
Journey Orchestration
Optimization
Personalization
SYSTEMS OF ENGAGEMENT
Human-centered Design
AI
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<STILL> NO SINGLE VIEW OF THE CUSTOMER
Too much data, from different sources,
configured in different formats and
managed by individual business units
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CX managers
need access to
integrated &
harmonized
data!
Source: SMG CMSwire Survey 2018
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Source: SMG/CMSwire Source: Forbes
A CDP ensures that customer profile data, transactional events
and analytic attributes are available for real-time interactions
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What is the value of a CDP?
Source: Gartner
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Source: Lytics
3rd Party Data1st Party Data
Behaviors
Actions
Interests
Online and
Offline
90 days
lifespan
Anonymous
profiles
Use cases:
acquisition
marketing,
display
advertisingUse cases:
Personalization,
Omni-channel Fixed
audiences
structure
Flexible
audiences
taxonomy
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NOT ENOUGH USE OF ANALYTICS
56% are collecting feedback but not yet
implementing insights (PWC)
Organizations must shift from retrospective
reporting to real-time, behavior-driven
engagement (Data-Centric CX)
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Of CMOs budget is dedicated to Analytics
Source: Gartner CMO Study
But this is starting to change:
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JOURNEY ANALYTICS &
ORCHESTRATION
Journey orchestration (Forrester):
Data fusion, journey design and planning, journey testing and
optimization, and journey automation and orchestration
Source: Pointillis
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Journey
Orchestration
Engines*
*Partial list
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SILOED ORGANIZATION
The customer journey should be
the organizing principal of the
business strategy.
But today only 13% of
organizations are structured
around the customer journey
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THE CHANNEL DIVIDE
STILL EXISTS
Nothing has changed in “omni channel”
<except for buzzwords>
Omni-Channel
Channel-Less
Seamless
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8.4% 7%
ARE ALL CHANNELS CONNECTED? Hmm… No.
Source: STKI CX Survey, 2019Source: Frost and Sullivan, Dimension Data
46% 47%CONNECTED
SOMEWHAT
CONNECTED
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מקור:סקרSTKI,2019
STKI CX
Survey
2019
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מקור:סקרSTKI,2019
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Actual vs. desired split of interactions
Source: Dimension Data
Telephone 64%
ACTUAL DESIRED
Telephone 38%
Automated 13%
Automated 33%
Assisted 27%
Assisted 29%
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COMPANIES DON’T PAY ENOUGH
ATTENTION TO HUMAN-CENTERED,
OUTCOME-DRIVEN DESIGN
Source: Brian Solis
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Einat Shimoni
Galit Fein
Liat Tsafir
EVP & Senior Analysts, STKI