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Customer Experience by DesignThailand 26 May 2016
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Focus
Using design as a differentiator. Design Thinking to improve customer experience and change the sales paradigm.
IBM Customer Experience Suite as a cost-effective SaaS model. A panacea for adoption.
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Design ThinkingA Brief Introduction
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What is Design Thinking?“A way to install customer-centricity and empathy to solve complex problems and a methodology to foster exploration and experimentation”. Mootee, 2012.
“The application of integrative thinking of the tasks of resolving the conflict between reliability and validity, between exploitation and exploration, and between analytical thinking and intuitive thinking. Both ways require a balance of mastery and originality”. Martin, 2009.
““Design thinking is the way designers think: the mental processes that they use to design objects, services or systems, as distinct from the end result of elegant and useful products. Design thinking results from the nature of design work: a project-based work flow around ‘wicked’ problems ”. Dunne & Martin, 2006.
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What is Involved?
Empathy. The ability to understand and share the feelings of another.Creativity. The use of imagination or original ideas to create somethingRationality. The quality or state of being reasonable, based on facts or reason
Key Tenets
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HUMAN VALUES(Desirability)
BUSINESS(Viability)
TECHNOLOGY(Feasibility)
What Does it Impact? MANUFACTURING• Manufacturing Technology• Manufacturing Process• Supply Chain Mgt.• Rapid Prototyping
ORGANISATIONAL BEHAVIOUR• Management & Teams• Human Resources• Organisational Dynamics• Negotiation
DESIGN & INTERACTIVITY• Human Computer Interaction• Visual Thinking• Sustainable Design• Aesthetics & Form
Design Innovation
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What is the Process?
Design4DigitalA combination of divergent and convergent thinking
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How is it Used?Service Design Thinking Product Design Thinking
BAC Partner’s Focus
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Why Use Design Thinking?"When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. 31 Volts Service Design, 2008
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Why use Design Thinking?
Innovation defines the strategic fit and the motivation to change
Technology, however great, ends up a function / feature shootout.
The business model is largely the same.
Enabling technologies are pivotal to bring the innovation to life
Top
Dow
nBottom
Up
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Why Use Design Thinking?Breakthrough Technology is at our disposal. By designing & engineering it into a context (challenge or opportunity), true transformation & disruption occurs.
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Creativity: The problem
http://www.ted.com/talks/ken_robinson_says_schools_kill_creativity
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Price of Stagnation“Someone in a garage in California is polishing a
bullet with your name on it!”
Lethargic AgileApathetic PassionateContent AmbitiousConstrained Driven
From To
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Innovation: Nature or NurtureInnovation by Nature Innovation by Nurture
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Prominent Design ThinkersUSA UK NL
Davi
d Ke
ster
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BAC Partners’ Team
Heico Wesselius.Partner, Strategic Design
Chris Hall.Managing Partner
Kartik Sharma.Partner, Digital Marketing
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n Alternative SaaS SolutionMulti-tenanted IBM Customer Experience Suite
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EngageSuite
EngageSuite is a BAC Partner’s solution based on IBM’s Customer Experience Suite.
The solution is a SaaS solution based on the IBM solution designed to host multiple tenants or Clients. If a client required sole occupancy, a single tenant solution can be provided.
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What is EngageSuiteWCM
Portal
FEB
ESS
Web Content Manager (WCM)1.
WorkLight
Websphere Portal
Forms Experience Builder
Enterprise Social Software (Connections)
Mobile RAD
1 Can optionally include Rich Media edition (DAM)
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Why EngageSuite?Well-suited to cost-competitive situations. Purchase a tenant subscription and not an entire solution
Focus solely on the application; infrastructure is a managed service with defined service levels
Abstracted CRM connection engine for Websphere portal and FEB
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BAC Partners’ Team
Bill Chan.Partner, Digital Experience
Brice Mingant.Director, Architecture
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DemonstrationSubcontractor Portal on SaaS Customer Experience Suite
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Channel ConsiderationsCollaborate with BAC Partners to harness a Design Thinking Competence and create a business transformation offer
Leverage our SaaS solution, Engage Suite, to create a point of value difference
Let’s discuss!
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Find out Morehttp://info.bacpartners.com.au/ibmevent
