Presentation to the IT and commercial teams at a Dutch insurance company about the potential power of emerging technologies

1. Your
Customer
is
in
Control
20
September
2012
1

2. Your
Customer
is
in
Control
2
h3p://www.youtube.com/watch?v=5YGc4zOqozo

3. Your
Customer
is
in
Control
3
Geek:
Understands,
creates & fixes
Really Cool Stuff
Nerd:
Understands &
collects
Really Cool Stuff
Dork:
Confused by
Really Cool Stuff
Chris
Parker
Customer
Experience
Technologist
www.cool-­‐experience.com

4. Your
Customer
is
in
Control
customer
experience
(CX)
is
the
sum
of
all
experiences
a
customer
has
with
a
supplier
of
goods
or
services,
over
the
duraQon
of
their
relaQonship
with
that
supplier.
From
awareness,
discovery,
a3racQon,
interacQon,
purchase,
use,
culQvaQon
and
advocacy.
It
can
also
be
used
to
mean
an
individual
experience
over
one
transacQon;
the
disQncQon
is
usually
clear
in
context..
4
h3p://en.wikipedia.org/wiki/Customer_experience

5. Your
Customer
is
in
Control
5
h3p://en.wikipedia.org/wiki/Peak%E2%80%93end_rule

6. Your
Customer
is
in
Control
• Happiness
• Wealth
• Security
• Locality
• Health
• Mobility
6
www.futureagenda.org

7. Your
Customer
is
in
Control
hap·∙pi·∙ness
[hap-­‐ee-­‐nis]
noun
1.
the
quality
or
state
of
being
happy.
2.
good
fortune;
pleasure;
contentment;
joy.
7
h3p://dicQonary.reference.com/browse/happiness?s=t

8. Your
Customer
is
in
Control
8
h3p://www.billboard.com/column/viralvideos/britney-­‐spears-­‐psy-­‐do-­‐the-­‐gangnam-­‐style-­‐1007

9. Your
Customer
is
in
Control
9
h3p://www.irobot.com/nl/roomba_range.aspx

10. Your
Customer
is
in
Control
10
h3p://www.irobot.com/nl/

11. Your
Customer
is
in
Control
11
h3p://www.irobot.com/nl/roomba_range.aspx

12. Your
Customer
is
in
Control
12
h3p://www.selfservicecompany.com/CLIENTS/projectslist.htm#51

13. Your
Customer
is
in
Control
Wealth
[welth]
noun
1.
a
great
quanQty
or
store
of
money,
valuable
possessions,
property,
or
other
riches:
the
wealth
of
a
city.
2.
an
abundance
or
profusion
of
anything;
plenQful
amount:
a
wealth
of
imagery.
3.
Economics
.
a.
all
things
that
have
a
monetary
or
exchange
value.
b.
anything
that
has
uQlity
and
is
capable
of
being
appropriated
or
exchanged.
4.
rich
or
valuable
contents
or
produce:
the
wealth
of
the
soil.
5.
the
state
of
being
rich;
prosperity;
affluence:
persons
of
wealth
and
standing.
13
h3p://dicQonary.reference.com/browse/wealth?s=t

14. Your
Customer
is
in
Control
14
h3p://store.makerbot.com/replicator.html

15. Your
Customer
is
in
Control
h3p://www.freedomofcreaQon.com/for/bsur-­‐collaborates-­‐with-­‐foc-­‐on-­‐a-­‐radio-­‐538-­‐campaign

16. Your
Customer
is
in
Control
h3p://www.bespokeinnovaQons.com/content/gallery

17. Your
Customer
is
in
Control
17

18. Your
Customer
is
in
Control
18
h3p://www.techshop.ws/index.html

19. Your
Customer
is
in
Control
19

20. Your
Customer
is
in
Control
20
h3p://www.space.com/17577-­‐nasa-­‐spacecrae-­‐3d-­‐prinQng.html

21. Your
Customer
is
in
Control
21
h3p://www.forbes.com/sites/tjmccue/2012/05/16/star-­‐wars-­‐and-­‐disney-­‐boosQng-­‐3d-­‐prinQng-­‐i

22. Your
Customer
is
in
Control
22
h3p://gigaom.com/2012/09/10/will-­‐3-­‐d-­‐prinQng-­‐lead-­‐to-­‐a-­‐new-­‐wave-­‐of-­‐piracy/?utm_source=so

23. Your
Customer
is
in
Control
h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/

24. Your
Customer
is
in
Control
h3p://fffff.at/free-­‐universal-­‐construcQon-­‐kit/

25. Your
Customer
is
in
Control
25
h3p://www.forbes.com/sites/andygreenberg/2012/08/23/wiki-­‐weapon-­‐project-­‐aims-­‐to-­‐create-­‐a

26. Your
Customer
is
in
Control
26
h3p://www.thingiverse.com/thing:11770

27. Your
Customer
is
in
Control
27
h3p://biocurious.org/

28. Your
Customer
is
in
Control
se·∙cu·∙ri·∙ty
[si-­‐kyoor-­‐i-­‐tee]
noun,
plural
se·∙cu·∙ri·∙Qes,
adjecQve
1.
freedom
from
danger,
risk,
etc.;
safety.
2.
freedom
from
care,
anxiety,
or
doubt;
well-­‐founded
confidence.
3.
something
that
secures
or
makes
safe;
protecQon;
defense.
4.
freedom
from
financial
cares
or
from
want:
The
insurance
policy
gave
the
family
security.
5.
precauQons
taken
to
guard
against
crime,
a3ack,
sabotage,
espionage,
etc.:
The
senator
claimed
security
was
lax
and
poten:al
enemies
know
our
plans.
28
h3p://dicQonary.reference.com/browse/security?s=t

29. Your
Customer
is
in
Control
h3p://www.endlesssimmer.com/2012/01/17/jell-­‐o-­‐goes-­‐naughty/

30. Your
Customer
is
in
Control
30
h3p://www.flickr.com/photos/antoaneta/3448826887/

31. Your
Customer
is
in
Control
h3p://face.com/

32. Your
Customer
is
in
Control
lo·∙cal·∙i·∙ty
[loh-­‐kal-­‐i-­‐tee]
noun,
plural
lo·∙cal·∙i·∙Qes
1.
a
place,
spot,
or
district,
with
or
without
reference
to
things
or
persons
in
it
or
to
occurrences
there:
They
moved
to
another
locality.
2.
the
state
or
fact
of
being
local
or
having
a
locaQon:
the
locality
that
every
material
object
must
have.
32
h3p://dicQonary.reference.com/browse/locality?s=t

33. Your
Customer
is
in
Control
33

34. Your
Customer
is
in
Control
34

35. Your
Customer
is
in
Control
35
h3p://www.getaround.com/tour

36. Your
Customer
is
in
Control
36
h3p://www.kodesk.com/

37. Your
Customer
is
in
Control
Health
[helth]
noun
1.
the
general
condiQon
of
the
body
or
mind
with
reference
to
soundness
and
vigor:
good
health;
poor
health.
2.
soundness
of
body
or
mind;
freedom
from
disease
or
ailment:
to
have
one's
health;
to
lose
one's
health.
3.
a
polite
or
complimentary
wish
for
a
person's
health,
happiness,
etc.,
especially
as
a
toast:
We
drank
a
health
to
our
guest
of
honor.
4.
vigor;
vitality:
economic
health.
37
h3p://dicQonary.reference.com/browse/health?s=t

38. Your
Customer
is
in
Control
38
h3p://www.qualcommtricorderxprize.org/

39. Your
Customer
is
in
Control
39
h3ps://www.23andme.com/

40. Your
Customer
is
in
Control
40
h3p://www.greengoose.com/apps/brushmonkey

41. Your
Customer
is
in
Control
41
h3ps://mybasis.com/

42. Your
Customer
is
in
Control
42
h3p://www.quanQfiedself.com/guide/

43. Your
Customer
is
in
Control
43
h3p://curetogether.com/

44. Your
Customer
is
in
Control
44
h3ps://www.23andme.com/

45. Your
Customer
is
in
Control
45
h3ps://www.23andme.com/

46. Your
Customer
is
in
Control
mo·∙bil·∙i·∙ty
[moh-­‐bil-­‐i-­‐tee]
noun
1.
the
quality
of
being
mobile.
2.
Sociology
.
the
movement
of
people
in
a
populaQon,
as
from
place
to
place,
from
job
to
job,
or
from
one
social
class
or
level
to
another.
46
h3p://dicQonary.reference.com/browse/mobility?s=t

47. Your
Customer
is
in
Control
h3p://designyoutrust.com/2011/11/augmented-­‐reality-­‐for-­‐naQonal-­‐geographic/

48. Your
Customer
is
in
Control
h3p://trendland.com/inamo-­‐the-­‐tacQle-­‐restaurant/#

49. Your
Customer
is
in
Control

50. Your
Customer
is
in
Control
50

51. Your
Customer
is
in
Control
51

52. Your
Customer
is
in
Control
h3ps://plus.google.com/111626127367496192147#111626127367496192147/posts

53. Your
Customer
is
in
Control
53
www.cool-­‐experience.com/cio/