The Presentation bridges the gap between the need of Customer Experience in the Rising Digital World.

1. IN THE RISING DIGITAL WORLD
WHY CX MATTERS
Shobhit Saxena
966.586.8884

2. STU DY
CX will become the core of DT

3. ACCE P TANCE
Slow but continuously progressing
CX design is fairly essential when attempting to
determine how customers experience a certain brand
CX can be defined as the relationship established
between a customer and a brand over the course of
multiple interactions during the entire relationship life
cycle.
These interactions are known as “touch points”, and they
refer to almost any point of interaction (or potential
interaction) customers might have with a certain brand.

4. I NTR ODU CTI ON
CX will influence business outcomes

5. TODAY’ S
Agenda
NEW
OPPURTUNITIES
CX
INVESTMENT
DIGITAL
CANVAS
NOW...
TOMORROW…

6. OPPURTUNITIES

7. OP P U RTU NI TI E S
Immature CX

8. OP P U RTU NI TI E S
Poor Emotional Experience

9. OP P U RTU NI TI E S
Mobile CX

10. WHERE & WHY
CX INVESTMENT

11. I NV E STM E NT
Where the world is putting money
CX
“The user experience is
everything. How your product and
customer service look, feel, and
behave.”
- SAP
"The cloud is the platform, and
now it’s a matter of getting the
right information for the right
device and the right time of day”
- Oracle
We took all our software sold
through a licensing model and
set it up on the cloud to be
marketed through a
subscription model. While the
idea is simple, the execution is
far from easy. The UI/UX
design needs to be redone for
the cloud for the move to
work.
- Adobe
Source 1 Source 2 SourceSource
The Microsoft Cloud is a
secure solution that can listen,
learn and predict; turning data
into actionable insight that
enhances business
opportunities.
- Microsoft
Source
Cloud UX

12. Source:
https://blogs.adobe.com/creativecloud/why-more-companies-are-putting-big-money-into-ux/
• 58 percent of consumers are
willing to spend more on
companies that provide excellent
customer service, according
to American Express.
• Satisfying customer experiences
can also lead to more word of
mouth, as 23 percent of customers
who had a positive experience told
10 or more people about it,
reports Harvard Business Review.
Recent Acquisitions (2016 -17):
• Capgemini closes its acquisition deal of Idean, an experience
design consultancy firm, for an undisclosed amount (source)
• UK-based Tangent acquires London-based UX firm Decibel
Digital for £1m, approx. $1.3 million US (source)
• WalkMe acquires usability platform Jaco for undisclosed
amount (source)
• Digital agency Zone acquires Head, another digital agency
that specializes in UX (source)
I NV E STM E NT
Why the world is putting money
… increasingly more companies realize that CX is crucial not just for differentiation
against competitors, but increasingly for survival in an unforgiving business world.
- Adobe

13. I NV E STM E NT
Facts and figures
A better CX will mean more revenue, more retention, and more referrals. Better conversions, better brand
reputation, and better search engine rankings. It reduces dissatisfaction, complaints, and churn. All good things.
Recent Study:
• 90% of users have abandoned a mobile app due to poor performance
• 88% are less likely to return to a website after a bad experience
• 57% won’t recommend a company with a poorly built mobile site
• 52% say a bad mobile experience makes them much less likely to engage with a business
• 48% believe that a website that isn’t optimized for mobile shows that a company just doesn’t care about their clients
• 40% leave a webpage that takes longer than 3 seconds to load
It does not matter how well the Cloud Integration has been done, if the right Customer Experience is not there; customers
leave

14. E X AM P L E
CX Journey - UBER
Complex yet easy to use, with ride experience ratings and other attributes.

15. E X AM P L E
CX Journey - TESLA
As CEO Elon Musk says, “Purchasing a Tesla should be a delightful experience,”

16. DIGITAL CANVAS

17. DI G I TA L CA NVA S
The playground is expanding

18. CX & DESIGN FRAMEWORKS
NOW… TOMORROW…

19. U NDE R STANDI NG
CX vs UX
CX designers enable experiences

20. CX & DE SI G N F R AM E WOR KS
Design Thinking and CX
Google Design Sprints to choose, validate and work on the best Idea

21. CX & DE SI G N F R AM E WOR KS
What is available for our use Today…

22. CX & DE SI G N F R AM E WOR KS
What is coming Tomorrow…

23. Primary Components

24. CX & DE SI G N F R AM E WOR KS
Adobe X(perience) D(esign)
Design. Prototype. Share. All in one app.
Design at the speed of
thought.
Create prototypes in
minutes.
Preview the whole
experience.
Work together.
Work faster.
Draw, reuse, and remix vector and
raster artwork to create
wireframes, screen layouts,
interactive prototypes, and
production-ready assets all in the
same app.
Switch easily from design to
prototype mode right inside the
app to keep your ideas going
without interruption. Add
interactions and transitions and
share with teammates and
stakeholders to test the look and
feel of your design.
Eliminate guesswork by
previewing your designs in real
time, complete with
transitions. Make changes and
see them immediately applied
live on your phone or tablet so
your experience looks exactly
the way you want it.
Send a link to team
members for quick
feedback on your
prototypes. Share
production-ready artwork
with developers so they
can build to your
specifications.

25. CX & DE SI G N F R AM E WOR KS
Tools

26. Thank you!