Customer’s interactions across the whole consumer decision journey
CONSIDER
EVALUATE
PURCHASE
EXPERIENCE
BOUND
1. Customer experience research 2. Broadband connectivity 3. Build up digital property
-Customer research-Usability research and test-User experience trend spot-Existing experience audit
-get better understanding about the brand through experience
-target deals and offers-in store experience-E-store experience-digital merchandizing-streamlined payment
-multiple awareness touch point-publishing extended to virtualized media -personalized experience triggered through data
-customer service-product invention-intelligent supporting tool
-loyalty program
-experience optimization for multiple exposure channel-campaign site design-on-demand customer experience journey conception
-interaction design-information architecture -O2O experience design-digital installations design-mobile, web, social (wechat) commerce revamp and design
-service design -product design
-social CRM experience-community and emerging platform user experience
2
THANKS!
3
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