Omnichannel user experience

CredentialsCustomer Experience The path to Omni Channel Nirvana

Popular Terminology …• Omni Channel• Customer Experience• Agile Development

Omni Channel

How are companies adapting?

How to work towards Nirvana

Customer Experience

How companies are adapting!

Agile Development

C Level Definition:

Speed to Market with Risk Mitigation by making

Informed Decisions

Incorporating User Experience (UX) without big delays and big budgets

Waterfall Development

UX Definition: User Experience needs to be 1 step ahead of design & development

End to End Cross Functional Teams:• Business & Marketing • User Experience• Technology

Test Early and Often, engaging Customer Input and Empathy throughout the entire process

Agile Development

1 to 1 Customer Engagement, whether 6 or 600…Apply it early & often

3 Case Studies• DBS Bank • OPSM • PayPal

DBS Bank, Customer Experience

Method• 80 participants• 4 Bank branches• 13 points of stimuli• 3 weeks study

13

OPSM - Omni Channel Sprints Method• 12 pre recruited

customers• Multi device testing• 1 week study

PayPal - Agile SprintMethod• 18 pre recruited

participants• Simulated shopping• Tobii glasses• 1 week study

With the right approach to customer experience you can know what customers are doing before they do…and then ind out WHY.How are you engaging your customers?

Say hello

Sheilah Hogan shogan@objectivedigital.com + 61 416 619 355

James Breezejbreeze@objectivedigital.com + 65 8201 7285