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Treat Me Like a Human

• Be real human

• I need the feeling of being recognized, listened

to, valued and cared for

• Be driven by purpose not products provide me

compelling reasons to stay versus trapping me

• Be a member of my tribe, treat us as people

you share common passions with

• Be trust obsessed

Employee Engagement

Ask employees what they need to deliver better customer journeys in the design stage

2014 Was the Year of

Culture…Why?

• The pressure to innovate is high and is going

to continuously grow

• It is much easier to change strategy then it is to

change culture

• Successful organizations will design their

business strategies around their culture

Most organizations conduct culture assessments that amount to

nothing more than feel good, check the box exercises.

Conduct a real culture assessment…..who makes decisions,

how are resources allocated , how does work get prioritized,

what is rewarded and punished, how is the physical workspace

setup

Organization Alignment to Journey

Organizations are breaking down traditional functional silos… at least the ones that will succeed

• Experienced based teams

• Experienced based product development

• Experienced based processes embedding socially driven collaboration into the business processes

• Experienced based software

• Partnering across company even with competitors to ensure the entire ecosystem of customer interaction is improved

Insight

Insight is more critical than ever for all decisions and to make the right changes

Anticipating Customer Needs is Becoming

Expected

• Rank customer behavior, distill patterns and

adapt to accommodate

• Calculated anticipation based on previous

patterns and changing expectations

– Allows for better cheaper service

• Customers have grown more impatient, we

want smart interactions

– Personalize experiences

Data Analysis is Bigger than Evermore ways to learn from customers

• Co-create invite the crowd into your company

• Be super teachable, listen, customers have a lot to teach/say and a strong desire to be heard

• Smartphones and social have enabled more real time feedback

• Use of speech, mobile and predictive analytics to decode real time experiences

• Capitalize on moments of truth– Analyze customer journeys from an emotional

perspective

Social Media

Having social media presence on Facebook and Twitter and reacting to customer complaints is not enough anymore, now you must engage on

social media

Unstructured Social Content…92% of global consumers trust this more than all other forms of advertising

• Use it to create valuable content that markets your organization

– Post videos on YouTube

• Response times on social media need to be less than one hour and should be measured in minutes

• Engage with your customers…careful to avoid social pollution know how to deliver the right message at the right time to the right person

• Surveys are dying…feedback through social and real time insights is where we are going

Service differentiated with personalization

Beyond UX and Customer Experience Management (which is nice, easy and more convenient) make memorable, distinctive experiences

Services are Delivered while Experiences are

Staged

• Empathy over cold, tone deaf policies

• Practical and convenient interactions are now just

table stakes…the best are building memories by

touching our emotions

– Successful start-ups are built for customer experiences

and typically for themselves as the customer

• Give your frontline back the power to prioritize

customer problems above the business priorities

New Service Channels are Ubiquitous

• Mobile is everywhere…using smartphones and GPS to capture customer feedback and drive instantaneous customer experiences is crucial to be competitive

• Omni-channel – channel consistency…technology to enable greater dissemination of unified, repeatable and personalized experiences

• Self Service – is becoming the first resolution stop

• Text Messaging

• Rise of Virtual IVRs