(More) Seamless Customer Experiences

…sooner than you thinkJeremy Black / @jeremywblack

March 9th, 2013

We’re Not Far Off

• Disney MyMagic+

Source: Disney Parks Blog

• People, processes, and technology• Customer journey / lifecycle

The Customer Experience

30% of the Top 100 US Retailers don’t have an app

Average ratings for retail mobile appsiOS 2.9/5Android 2.2/5

Utility = Success in Mobile

CVSiOS 4.5/5Android 4.5/5

WalgreensiOS 4.5/5Android 4.3/5

Behavior + Computing

Changing Customer Behavior

Have become “users”

Are individuals

Are empowered

Computing is Ubiquitous

Or, it can drive a wedge between you and your customer

It can be an enabler of great customer experiences

Value Exchange

• Value exchange has to be clear and apparent• App can follow your location• Giving your email at a store

Meeting Customer Expectations

Personalized

Context Aware

Frictionless

Source: gigamon.com

Beyond Customers

It’s not just customers, it’s everyone that interacts with your organization

Source: If Applicable. Delete if not.

Users Donors

Drivers Employees

This is already happening

• Disney MyMagic+

Source: Disney Parks Blog

Thank You!

Today’s Panel

Bob CostasTitle, Company

Cindy CrawfordTitle, Company

Justin BieberTitle, Company

Mary MeekerTitle, Company