Preview: Digital Disruption in the Age of the Customer
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This is a preview of a talk to be delivered on May 8th, 2014 at the J. Boye Conference in Philadelphia.
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Preview: Digital Disruption in the Age of the Customer
- 1. @ISITE_Design@UsefulArts The rate of industry disruption is increasing. Have you noticed?
- 3. @ISITE_Design@UsefulArts @ISITE_Design@UsefulArts • The mechanics of digital disruption, and how to catch this wave. • It is the best route to business impact. • Steps to build a unified approach to customer experience.
- 7. @ISITE_Design@UsefulArts Benefits of positive experiences http://www.watermarkconsult.net/blog/2012/02/01/the-roi-of-a-great-customer-experience/
- 8. @ISITE_Design@UsefulArts Measure Customer Value • CLTV – Duration (relationship retention) – Value (funnel value) – Efficiency (cost of sale) – Amplification (referral)
- 9. @ISITE_Design@UsefulArts AIM Digital Experience Framework Align Corporate • Goals & brand • Competition • Team & culture • Content • Technology • Success metrics Customers • Brand perception • Needs & motives • Expectations Artifacts • Personas • Journey Maps • Strategic Brief
- 10. @ISITE_Design@UsefulArts 7 gates to change digital experience Digital Experience Vision Culture & Governance Technology Data & Optimization Content Operations Plan Customer Insight
Notas do Editor
- And we gather brands and experts in digital experience that we admire both virually in our blog – Delight.US – and in person at two in-person conferences we host in our headquarters cities of Portland, Oregon and Boston, Mass.If these stories resonate with you – we’d love to talk with you, to feature your work, and to have you as our guest at Delight.