Nudgestock 2020 – Necessity is the Mother of ReinventionOgilvy Consulting
Every year, Ogilvy Consulting's Behavioural Science Practice hosts Nudgestock — the world’s largest festival of creativity and behavioural science. Ordinarily, this event is held on the British Seaside (a cunning strategy to help people focus on the day) with approximately 400 in attendance. However this year, as a result of Covid-19, we tried something different...and the results were astonishing.
This is made from this schedule (https://riseconf.com/schedule) to make clear the parallel sessions.
There is no guarantee that this is up-to-date. If you find any mistake, please point me out.
The infographic provides a graphical explanation on the rapid rise in the number of devices and their increased usage in our daily lives that have led to the evolution of 'The Multi-device World'.
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and...Stephen King
This is a presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space
30 Stats Every Marketer Needs to Know about Customer ExperienceKapost
Now, more than ever, understanding and supporting your customer at each and every stage of the journey is vital to the success of your marketing strategy.
We're here to break down the customer experience stats from industry leaders that have put customer-centric marketing top of mind here at Kapost, from why it matters, to how to execute, and where it will impact your business. See for yourself—get the B2B Marketer's Guide to Managing Customer Experience --> http://bit.ly/CXmgmt
Nudgestock 2020 – Necessity is the Mother of ReinventionOgilvy Consulting
Every year, Ogilvy Consulting's Behavioural Science Practice hosts Nudgestock — the world’s largest festival of creativity and behavioural science. Ordinarily, this event is held on the British Seaside (a cunning strategy to help people focus on the day) with approximately 400 in attendance. However this year, as a result of Covid-19, we tried something different...and the results were astonishing.
This is made from this schedule (https://riseconf.com/schedule) to make clear the parallel sessions.
There is no guarantee that this is up-to-date. If you find any mistake, please point me out.
The infographic provides a graphical explanation on the rapid rise in the number of devices and their increased usage in our daily lives that have led to the evolution of 'The Multi-device World'.
Total Customer Experience Management Overview #TCE #CEM -- The Why, What and...Stephen King
This is a presentation we put together for our TCELab Sales Affiliates and Partners -- explains an overview of Total Customer Experience Management, Why your customer's CEO's will love it, your opportunity, and how TCELab's products and services fit into the CEM / Big Data / Customer Loyalty Space
30 Stats Every Marketer Needs to Know about Customer ExperienceKapost
Now, more than ever, understanding and supporting your customer at each and every stage of the journey is vital to the success of your marketing strategy.
We're here to break down the customer experience stats from industry leaders that have put customer-centric marketing top of mind here at Kapost, from why it matters, to how to execute, and where it will impact your business. See for yourself—get the B2B Marketer's Guide to Managing Customer Experience --> http://bit.ly/CXmgmt
Spotlight - The human behind the machineWirehive 100
The slides from the second in our Spotlight series - The human behind the machine: How do digital agencies stay relevant in the age of automation?
Our speakers included: Jason Trout, UK Managing Director, Exponential; Jusitn Thorne, Head of Strategy & Performance Marketing at LAB; Chloë Thomas, Founder & Host, eCommerce MasterPlan; Matthew McClelland, dotmailer.
This is the closing session of World Usability Day 2009, Steve Kaneko and Surya Vanka explain why this is the beginning of a new golden age of design. This is the section presented by Surya.
Bouw voor de customer journeys van morgen en bereid je commerce platform voor op snelle veranderingen. Guido X Jansen geeft je 5 handvatten om je commerce strategie klaar te stomen voor de nabije toekomst, en bespreekt o.a. Composable Commerce en (B2C én B2B) Marketplaces. Mis niets en blijf je concurrentie voor! Om de concurrentie voor te blijven en te winnen in het volgende tijdperk van digital commerce, moeten B2B-bedrijven samenwerken met leveranciers van commerce-technologie die hen helpen zich aan te passen aan de veranderende marktomstandigheden. Onze experts Henk Mensinga en Guido X Jansen bespreken o.a. hoe een Composable Commerce-aanpak B2B-bedrijven helpt hun e-commerce-strategie klaar te stomen voor de toekomst, hoe een B2B marktplaats early movers kan helpen de digitale race te winnen én hoe ze kunnen groeien in het digitale domein.
We Won, Now What? Dealing with the Future of UX DesignJess McMullin
Closing keynote for UX Strategies Summit, San Francisco, June 2015
A few ideas on the future of UX design, plus some tools for designers to manage new t
Technology Trends 2016 - Focused on Small BusinessesBrett Eddy
Presentation given to Kitsap Business Forum for small business owners. The content is contextualized to fit their particular needs and place in industry.
Why do business platforms beat products every time? This is my keynote at EMERCE eDay. We cover changes in global brands, how feedback effects work, how innovation is different, and examples of coming platforms.
Hard Lessons Learnt Transforming beyond Print by Winson PressJit Khoon Tan
Winson Press Pte Ltd was first established in 1965 and has since transformed into a Gold Award winning printing company in Singapore producing highest quality products including paper boxes, labels, flexible packaging, blister foil, brochures, catalogues, point of sales materials, etc. The company has won more than 33 packaging and print excellence awards organized in Asia, Europe and America. Embracing “Continuous Improvement” as one of the core values, the company believes strongly in constantly raising the bar for all aspects of the company including customers’ experience and operations. Currently, Winson Press is introducing innovative solutions for their customers to reduce the time for approving marketing materials and launching new product packaging. In order to provide growth opportunities for his team members,
In 2013, Winson Press sped up her transformation through launching online photo merchandise and 1 to 1 Cross Media Personalized Marketing business. During Print Summit 2014 in Mumbai, Tan Jit Khoon, CEO of Winson Press shared the hard lessons he learnt while growing the business as well as the obstacles he encountered in the midst of transforming a traditional printing company beyond ink on paper.
How printing companies should react to changes, shape their business model and approach business diversification.
Presented by Jit Khoon (CEO at Winson Press)
Learn more at .winson.com
Normally a three hour seminar which seeks to illustrate the main elements in the burgeoining app market - in Plain English - with a view to explaining how someone might begin to plan an app either as a business or a marketing tool
The Digital Transformation of Northwestern MutualOptimizely
Northwestern Mutual has spent the past several years transforming its digital operations, and as a result shipped 4,000 digital releases last year.
Senior Director of Product Strategy Roman Geyzer will share how the 160-year-old insurance giant was able to accelerate innovation at such a rapid pace in just three years time. He will share how his team deployed several key strategies and introduced a culture of experimentation to develop meaningful products for every client and advisor. Their work has resulted in a 4X improvement in leads, 1.3M in digital registrations, 154K mobile downloads, and a digital business that is growing quickly.
Top 3 game changers in technology product management 042115Donna Imam
Top 3 trends the most competitive technology product managers are adopting right now!
Description: Product management and product marketing roles in technology companies as we know them today didn't even exist 15-20 years go. These are modern day professions.
Where is product management and product marketing going in the future? What are the product managers at the most innovative and financially successful companies doing that will not only set them apart but will leave their competitors in the dust?
This session will go into 3 short case studies to illustrate these emerging trends. Don't get left behind!
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Spotlight - The human behind the machineWirehive 100
The slides from the second in our Spotlight series - The human behind the machine: How do digital agencies stay relevant in the age of automation?
Our speakers included: Jason Trout, UK Managing Director, Exponential; Jusitn Thorne, Head of Strategy & Performance Marketing at LAB; Chloë Thomas, Founder & Host, eCommerce MasterPlan; Matthew McClelland, dotmailer.
This is the closing session of World Usability Day 2009, Steve Kaneko and Surya Vanka explain why this is the beginning of a new golden age of design. This is the section presented by Surya.
Bouw voor de customer journeys van morgen en bereid je commerce platform voor op snelle veranderingen. Guido X Jansen geeft je 5 handvatten om je commerce strategie klaar te stomen voor de nabije toekomst, en bespreekt o.a. Composable Commerce en (B2C én B2B) Marketplaces. Mis niets en blijf je concurrentie voor! Om de concurrentie voor te blijven en te winnen in het volgende tijdperk van digital commerce, moeten B2B-bedrijven samenwerken met leveranciers van commerce-technologie die hen helpen zich aan te passen aan de veranderende marktomstandigheden. Onze experts Henk Mensinga en Guido X Jansen bespreken o.a. hoe een Composable Commerce-aanpak B2B-bedrijven helpt hun e-commerce-strategie klaar te stomen voor de toekomst, hoe een B2B marktplaats early movers kan helpen de digitale race te winnen én hoe ze kunnen groeien in het digitale domein.
We Won, Now What? Dealing with the Future of UX DesignJess McMullin
Closing keynote for UX Strategies Summit, San Francisco, June 2015
A few ideas on the future of UX design, plus some tools for designers to manage new t
Technology Trends 2016 - Focused on Small BusinessesBrett Eddy
Presentation given to Kitsap Business Forum for small business owners. The content is contextualized to fit their particular needs and place in industry.
Why do business platforms beat products every time? This is my keynote at EMERCE eDay. We cover changes in global brands, how feedback effects work, how innovation is different, and examples of coming platforms.
Hard Lessons Learnt Transforming beyond Print by Winson PressJit Khoon Tan
Winson Press Pte Ltd was first established in 1965 and has since transformed into a Gold Award winning printing company in Singapore producing highest quality products including paper boxes, labels, flexible packaging, blister foil, brochures, catalogues, point of sales materials, etc. The company has won more than 33 packaging and print excellence awards organized in Asia, Europe and America. Embracing “Continuous Improvement” as one of the core values, the company believes strongly in constantly raising the bar for all aspects of the company including customers’ experience and operations. Currently, Winson Press is introducing innovative solutions for their customers to reduce the time for approving marketing materials and launching new product packaging. In order to provide growth opportunities for his team members,
In 2013, Winson Press sped up her transformation through launching online photo merchandise and 1 to 1 Cross Media Personalized Marketing business. During Print Summit 2014 in Mumbai, Tan Jit Khoon, CEO of Winson Press shared the hard lessons he learnt while growing the business as well as the obstacles he encountered in the midst of transforming a traditional printing company beyond ink on paper.
How printing companies should react to changes, shape their business model and approach business diversification.
Presented by Jit Khoon (CEO at Winson Press)
Learn more at .winson.com
Normally a three hour seminar which seeks to illustrate the main elements in the burgeoining app market - in Plain English - with a view to explaining how someone might begin to plan an app either as a business or a marketing tool
The Digital Transformation of Northwestern MutualOptimizely
Northwestern Mutual has spent the past several years transforming its digital operations, and as a result shipped 4,000 digital releases last year.
Senior Director of Product Strategy Roman Geyzer will share how the 160-year-old insurance giant was able to accelerate innovation at such a rapid pace in just three years time. He will share how his team deployed several key strategies and introduced a culture of experimentation to develop meaningful products for every client and advisor. Their work has resulted in a 4X improvement in leads, 1.3M in digital registrations, 154K mobile downloads, and a digital business that is growing quickly.
Top 3 game changers in technology product management 042115Donna Imam
Top 3 trends the most competitive technology product managers are adopting right now!
Description: Product management and product marketing roles in technology companies as we know them today didn't even exist 15-20 years go. These are modern day professions.
Where is product management and product marketing going in the future? What are the product managers at the most innovative and financially successful companies doing that will not only set them apart but will leave their competitors in the dust?
This session will go into 3 short case studies to illustrate these emerging trends. Don't get left behind!
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
10. 10
System Logics – Customer Needs
Functional Need
Activity Need
Life Need
11. 11
Important Because
1. Mostly only observe & listen for the feature
needs
2. Features lead only to incremental
improvements
3. New technologies will replace features
4. Addressing Activity Needs and Life needs
will lead to more valuable, profitable, long
term, and strategically powerful solutions
16. 16
My Nikon on This Model
Basic
Feature
Performance
Feature
Delight
Feature
Functional
Need
Activity
Need
Life
Need
17. 17
Did Nikon ignore key needs/features?
Basic
Feature
Performance
Feature
Delight
Feature
Functional
Need
Activity
Need
Life
Need
18. 18
A New Model – a Combination of 2
Basic
Attribute
Performance
Attribute
Delight
Attribute
Feature
Need
Activity
Need
Life
Need
19. 19
Example – recent flight
Security check so
everyone aboard
is safe
Direct flight to
save me time
Lounge access to
help me relax &
take nap safely
On time
departure so I
can get to my
meeting on time
Wifi on board so I
can work on my
presentation
Power outlet at
my seat
Comfortable seat
Light for reading
Flight schedule &
price,
leg room
Live TV at seat
Free upgrade
Food on board
Basic
Feature
Performance
Feature
Delight
Feature
Functional
Need
Activity
Need
Life
Need
20. 20
New model – Thinking about Gen Y & Z
Gen Y
Gen Z Gen Y
Basic
Feature
Performance
Feature
Delight
Feature
Functional
Need
Activity
Need
Life
Need
22. 22
New Model – Multi Levels
Generation Z
Generation Y
Generation X
Segment A
Segment B
Segment C
23. 23
Independence, self reliance
Optimism, Can be & do anything
Live first, work second
Job must bring joy, meaningful work
Care for the earth
Speed & fast service & on my schedule
Need an “experience”
Be stylish
Gen Y: Born 1982 to 2002
1975 1980 1985 1990 1995
37 32 27 22 17
1975 Digital camera
1977 Personal computer
1978 Space Invaders
1979 Zagat
1990 WWW, hypert
1991 AOL for DOS
1993 Pentium
1994 Netscape
1994 Yahoo
1994 EBay
1994 Amazon
1994 Blog
1995 DVD
1996 Hotmail
1996 Palm PDA
1996 API – Sabre
1996 Telecom Act
1997 Prius in Japan
1999 iMode in Japan
1999 Tivo
1999 WebEx
1999 Napster
1980 IBM PC/DOS
1980 CNN
1981 Space Shuttle
1981 Osborne portable comp.
1981 Tunneling microscope
1982 PC clones
1984 CD-ROM
1985 MS Windows
1986 Smoking ban
1987 Disp contact lens
1987 SMS
1988 D. cell phone
1988 Starbucks
1989 HDTV
Year
Age
Today Y
Life
Needs
Mass media hype not impactful
Selective about who they listen to
Not as interested in TV.
Don’t care that Mike Jordan likes Nike
Traditional marketing ineffective
Low cost, good quality, value seekers
Brand loyal
Sense of entitlement
Traits
24. 24
Independence, self reliance
Optimism, Can be & do anything
Live first, work second
Job must bring joy, meaningful work
Care for the earth
Speed & fast service & on my schedule
Need an “experience”
Be stylish
Gen Y: Born 1982 to 2002
1975 1980 1985 1990 1995
37 32 27 22 17
1975 Digital camera
1977 Personal computer
1978 Space Invaders
1979 Zagat
1990 WWW, hypert
1991 AOL for DOS
1993 Pentium
1994 Netscape
1994 Yahoo
1994 EBay
1994 Amazon
1994 Blog
1995 DVD
1996 Hotmail
1996 Palm PDA
1996 API – Sabre
1996 Telecom Act
1997 Prius in Japan
1999 iMode in Japan
1999 Tivo
1999 WebEx
1999 Napster
1980 IBM PC/DOS
1980 CNN
1981 Space Shuttle
1981 Osborne portable comp.
1981 Tunneling microscope
1982 PC clones
1984 CD-ROM
1985 MS Windows
1986 Smoking ban
1987 Disp contact lens
1987 SMS
1988 D. cell phone
1988 Starbucks
1989 HDTV
Year
Age
Today Y
Life
Needs
Mass media hype not impactful
Selective about who they listen to
Not as interested in TV.
Don’t care that Mike Jordan likes Nike
Traditional marketing ineffective
Low cost, good quality, value seekers
Brand loyal
Sense of entitlement
Traits
25. 25
Comfortable with technology
Low attention span
Multi-taskers
Curators
Not brand loyal
Social, collaborative
Friends connected for life
Self publishers
Gen Z: Born 1995 to 2012
1995 2000 2005 2010
17 12 7 2
1995 DVD
1996 Hotmail
1996 Palm PDA
1996 API – Sabre
1996 Telecom Act
1997 Prius launched Japan
1998 Viagra
1999 iMode in Japan
1999 Tivo
1999 WebEx
1999 Napster
2005 YouTube
2006 Wii
2006 Twitter
2007 iPhone
2008 Airbnb
2009 Quora
2009 Pres. Obama
2010 Foreclosures
2011 Egyptian Rev.
2011 Space Shuttle ends
2011 Siri
2011 Pizza is a veg.
2012 SOPA battle
2000 PayPal
2001 Wikipedia
2001 9/11
2001 iPod
2003 Skype
2004 Flickr
2004 Google Maps
2004 Facebook
2004 Yelp
Year
Age
Today Z
Life
Needs
Traits
Peer acceptance is important
Flexibility
Being always connected
Instant gratification
Using imagination, making an impact
26. 26
Comfortable with technology
Low attention span
Multi-taskers
Curators
Not brand loyal
Social, collaborative
Friends connected for life
Self publishers
Gen Z: Born 1995 to 2012
1995 2000 2005 2010
17 12 7 2
1995 DVD
1996 Hotmail
1996 Palm PDA
1996 API – Sabre
1996 Telecom Act
1997 Prius launched Japan
1998 Viagra
1999 iMode in Japan
1999 Tivo
1999 WebEx
1999 Napster
2005 YouTube
2006 Wii
2006 Twitter
2007 iPhone
2008 Airbnb
2009 Quora
2009 Pres. Obama
2010 Foreclosures
2011 Egyptian Rev.
2011 Space Shuttle ends
2011 Siri
2011 Pizza is a veg.
2012 SOPA battle
2000 PayPal
2001 Wikipedia
2001 9/11
2001 iPod
2003 Skype
2004 Flickr
2004 Google Maps
2004 Facebook
2004 Yelp
Year
Age
Today Z
Life
Needs
Traits
Peer acceptance is important
Flexibility
Being always connected
Instant gratification
Using imagination, making an impact
27. 27
Brand Gen X Gen Y Gen Z
Kodak/Polariod Yes No No
AOL Yes No No
McDonalds Yes Yes Yes
Apple No Yes Yes
Disney No Yes Yes
Levi’s Yes Yes ?
Jeep/VW Yes Yes ?
Nintendo Yes Yes ?
JetBlue Yes Yes ?
Remaining Relevant for Each Generation
36. 36
Social Media Monitoring
1. Listen
2. Discover
3. Engage
Free feedback
Have the decision makers start using Twitter
themselves
But think about actionability
There’s a gap with what social media can do alone
37. 37
Listen Near the Transaction
1. Post Purchase transaction (brick & mortar or
ecommerce)
2. Post Flight
3. Post check out of the hotel
4. Call center call / post service
5. During regular use
42. 42
Surveys + Segment + Operational + $
A modern web based survey is much more than the
questions you directly ask your customers. Augment the
invitation with data which will add value to the analysis.
Survey data
Segment data
Operational data
Financial data
A Survey
Record
43. 43
• Correlation of any independent field to preset dependant
fields.
Simple Metrics: e.g. Net Promoter Score
How likely are you to recommend this product to a friend ?
45. 45
Text Analytics
Natural language analytics power
Multiple concepts per verbatim
Beyond just sentiment analysis
Why: Gen Y & Z provide more
unsoliciated feedback through text
content
First let’s review a couple of traditional modelsThe Kana model is a popular way to balance features and engineering effortIt suggests there are 3 types of features.Basic features are those that have come to be Must-HaveFor example, seatbelts in cars. Auto manufactures and standards have done all they can in this regard. Any more effort would not improve customer satisfaction about the carPerformance attributes are those which you can compete on. Customers will use these to compare you with others.For example, the cars roominess, the engine’s power, or the beauty of the car’s design.Delight features are those where innovation and additional engineering effort can indeed increase customer satisfaction.Sticking with the automobile example, adding more connected services in the car may do this. DVD players for the kids already embedded in the back of the front seats, one tap open all windows to let the heat out feature,
We all know about Maslow’s Hierarchy of NeedsThis model is designed to address our motivations in life.
I propose a similar model to address the needs of your customer.This is in-part based on a model called System Logics, which some old friends of mine from Ford Motor Company, developed at their design firm in the bay area called Jump Associates. They had 4 tiers. I propose a simpler 3 tier model here. I also renamed them a bit.The premise is that all needs are not created equal.Features needs are there simply because you’re doing something with a product. e.g. I need for my laptop power to remain healthy during this presentation. I need a comfortable seat on my flight to sxsw.. I need my coffee cup to keep me from getting stained and burned.Important: feature needs may disappear if the currently available solutions are redesigned or replace.Activity needs are about your immediate goals or activities. They are about the situation in which you live, work, and operate.E.g. need to deliver a new product design. I need to visit a customer in a city across the country. I need to get some customer supportLife needs are the most fundamental and universal of all. The need to build a relationship with that customer, the need to feel informed, The need to make a difference
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What if we were to lay the 2 models out as shownKana on the horizontalThe need levels on the vertical
Irrational needs
As for my favorite recent customer experience. It has to be my new camera. Beginner level Nikon D3100.With the little photography skill I have, this thing turns out pictures like I could never capture with my phone.Full of features, too many features maybeBut this camera addresses my needs on many levels. We’ll get into why that’s important later
What if we were to lay the 2 models out as shownKana on the horizontalThe need levels on the vertical
Instagram met needs nikon missed
What if we were to lay the 2 models out as shownKana on the horizontalThe need levels on the vertical
Let’s think about how your trip to SXSW falls into these areas.Our sales team has also found this way of thinking helpful. The model ensures you’re covering all areas.
So now we have a framework to consider the generations.Gen Y may consider something a delight at feature need level or even life need levelBut Gen Z might consider it just a basic attribute and feature need“Of course it’s connected to the internet, why wouldn’t it be”
Perhaps we need a new version of the needs and attributes grid per each generation, or each customer segment
Theres a lot here, but trust me.. This is one Tufte would like because it has a high data to ink ratioWhat should we do about these generations and their characteristics?I’m going to cover 3 areasThe inventions of the past 30 years and how they feed or respond to the needs of gen y and zI’m going to propose a new model for ensuring you’ve got all the bases covered in regards to customer experienceAnd wrap up with some of the best practices we’ve seen and have been involved with in our work helping large enterprise maintain great customer experience
Mapping some life needs to products which were invented
We’d like to propose a new model for thinking about customer experience
Mapping some life needs to products which were invented
The future is shaping differently than other generations, and the product and experiences must too evolve. Top firms have struggled to remain relevant over time. It’s not about being fresh, cool, or even social. It’s about being relevant. And not just your product, the entire experience needs to be relevant.
There are many social networksThese are their #s end of summer 2011Facebook is now at 1bilI just read this weekend that Twitter will be at 500mil in Feb.Stat: 100 mil tweets per dayCustomers are talking about products and services here.
Leading companies review what customers say about them and their competitors on the new tools like TwitterTwitter, Facebook, and all social networking services have an inherent interest in growing their user base. Hence, they continuously innovate and build new tools and services to foster easy sign-up, discovery and broadcasting of users’ experiences
Survey data remains one of the most powerful ways to drive action and accountability of your studyGood companies keep them short, design them well, and augment the heck out of the data with hidden informationSolicited and unsolicited feedback
Survey data remains one of the most powerful ways to drive action and accountability of your studyGood companies keep them short, design them well, and augment the heck out of the data with hidden informationSolicited and unsolicited feedback
We’ve built prototypes that embed surveys directly into facebook.Many of our clients are particular about their data sample so there hasn’t been a huge request for this,At least not yetWe think it’s a good mechanism for unsolicited feedback.
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Leading companies use design thinking to listen, plan, test, and and build products
At the end of the day, it’s about understanding the full customer experience and knowing which one of these 9 points you should focus on