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Moving from UX to CX - Christopher Grant (UXFighters 2014)

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Hi! I’m Chris Grant head of Onboarding at Tuenti and I’m thrilled to be here at UXFighters. When Luz first approached me I was impressed by the great lineup of speakers and the cool topics. I even read someone was going to talk about the transition from UX to CX. Wow, maybe I could learn something!

I guess it was the 3rd time I read the email that I realized I was the one speaking about UX to CX. Gulp! I’m not an expert yet, but I can share some of the first lessons we learned in the last 9 months. Like most stories, it starts with a big mistake.

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Moving from UX to CX - Christopher Grant (UXFighters 2014)

  1. 1. De UX a CX Algo de lo que hemos aprendido en Tuenti UXFighters // Madrid // September 2014
  2. 2. UXFighters // Madrid // September 2014 Christopher Grant digitalaltruist.com @digitalaltruist
  3. 3. UXFighters // Madrid // September 2014
  4. 4. UXFighters // Madrid // September 2014 ? UXFighters // Madrid // September 2014
  5. 5. UXFighters // Madrid // September 2014Foto © http://normandapito.com/portfolio/g3/
  6. 6. UXFighters // Madrid // September 2014 Money matters.
  7. 7. UXFighters // Madrid // September 2014
  8. 8. UXFighters // Madrid // September 2014
  9. 9. UXFighters // Madrid // September 2014 Customers = € Users = Free
  10. 10. UXFighters // Madrid // September 2014 I was wrong. It’s about value, not money. LESSON #1
  11. 11. UXFighters // Madrid // September 2014Foto © http://mikethewineguy.com/ Value is tricky.
  12. 12. UXFighters // Madrid // September 2014
  13. 13. UXFighters // Madrid // September 2014 When your value is evolving…
  14. 14. UXFighters // Madrid // September 2014Foto © mcyrus.com y http://wallown.com/ When your value is evolving…
  15. 15. UXFighters // Madrid // September 2014Foto © mcyrus.com y http://wallown.com/ When your value is evolving…
  16. 16. Some folks just won’t understand. UXFighters // Madrid // September 2014Foto © mcyrus.com y http://wallown.com/
  17. 17. UXFighters // Madrid // September 2014 #retailproblem
  18. 18. UXFighters // Madrid // September 2014Foto © Election 1999
  19. 19. UXFighters // Madrid // September 2014
  20. 20. UXFighters // Madrid // September 2014Foto © http://filmdoctor.co.uk/
  21. 21. UXFighters // Madrid // September 2014Foto © http://filmdoctor.co.uk/ Cara de máxima felicidad
  22. 22. UXFighters // Madrid // September 2014 How do we get customers to go beyond price?
  23. 23. UXFighters // Madrid // September 2014 Data digging
  24. 24. UXFighters // Madrid // September 2014 500 calls
  25. 25. UXFighters // Madrid // September 2014
  26. 26. UXFighters // Madrid // September 2014 Breakin’ limbs & sellin’ SIMs.
  27. 27. UXFighters // Madrid // September 2014 We imagined.
  28. 28. UXFighters // Madrid // September 2014 PURCHASE ONBOARDING ACCOUNT COSASGUAYS
  29. 29. UXFighters // Madrid // September 2014 COSASGUAYS
  30. 30. UXFighters // Madrid // September 2014 PURCHASE ONBOARDING ACCOUNT COSASGUAYS
  31. 31. UXFighters // Madrid // September 2014 ACCOUNT
  32. 32. UXFighters // Madrid // September 2014 Loads of linkage SMS
  33. 33. UXFighters // Madrid // September 2014 NewSIMPacks
  34. 34. UXFighters // Madrid // September 2014 Form optimization
  35. 35. UXFighters // Madrid // September 2014 Not enough.
  36. 36. UXFighters // Madrid // September 2014 CX has to be bulletproof in a way user experience does not. LESSON #2
  37. 37. UXFighters // Madrid // September 2014
  38. 38. UXFighters // Madrid // September 2014 Declare a Jihad against complexity.
  39. 39. UXFighters // Madrid // September 2014 ONBOARDING ACCOUNT AppDownload AccountCreation
  40. 40. UXFighters // Madrid // September 2014 ALWAYS BRING BEER #protip
  41. 41. UXFighters // Madrid // September 2014 ONBOARDING ACCOUNT AppDownload& AccountCreation
  42. 42. UXFighters // Madrid // September 2014 We know everything about this guy.
  43. 43. UXFighters // Madrid // September 2014
  44. 44. UXFighters // Madrid // September 2014 It worked!
  45. 45. UXFighters // Madrid // September 2014 Onboarding made easy!
  46. 46. UXFighters // Madrid // September 2014 Pues eso.
  47. 47. UXFighters // Madrid // September 2014 2015?
  48. 48. UXFighters // Madrid // September 2014 ¡Muchas gracias! digitalaltruist.com @digitalaltruist

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