awa keynote - michael storey (customer experience)
TRANSCRIPT
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INNOVATING THE
CUSTOMER EXPERIENCE
10 March 2016
Michael Storey
Corporate Strategy, Sydney Water
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Triple Crown
Grow Revenue Reduce Costs
Customer Experience
Innovating the Customer Experience l 10 March 2016
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A Growing City
Sydney
Population
1959
2m
2016
2055
5m
8m
Innovating the Customer Experience l 10 March 2016
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Business Efficiencies
$500 million
Innovating the Customer Experience l 10 March 2016
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Public Awareness
Innovating the Customer Experience l 10 March 2016
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Water a Priority
2006
75%
2016
0%
Customer Sentiment Monitor (2016)
Innovating the Customer Experience l 10 March 2016
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Customer Value
PRICE
What makes up your bill
IMAGE SERVICE
Innovating the Customer Experience l 10 March 2016
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Value Means Different Things to Different People
Picture
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Era of the Customer
More
Informed
Socially
Connected
Environment
Awareness
Ready to
engage
An Empowered Customer
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Any Guesses?
8 seconds
Innovating the Customer Experience l 10 March 2016
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Scary Symbols
Innovating the Customer Experience l 10 March 2016
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Making the Shift
Innovating the Customer Experience l 10 March 2016
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Making the Shift
Innovating the Customer Experience l 10 March 2016
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Customer Centricity
95% say they are
customer focused
80% say they deliver a
‘superior experience’
Only 8% of their
customers agree
Bain & Co., 2009 Innovating the Customer Experience l 10 March 2016
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Customer Experience
Innovating the Customer Experience l 10 March 2016
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Design Thinking
Empathy
Define
Ideate
Prototype
Test
Innovating the Customer Experience l 10 March 2016
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Empathy
Innovating the Customer Experience l 10 March 2016
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Define
Innovating the Customer Experience l 10 March 2016
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Customer Journey Map
Innovating the Customer Experience l 10 March 2016
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Our Service Principles
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Ideation
Innovating the Customer Experience l 10 March 2016
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Ideal Flow
Innovating the Customer Experience l 10 March 2016
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Minimum Viable Product
CHRIS LEMA
HTTPS://CHRISLEMA.COM/DO-ONE-THING-WELL/
Innovating the Customer Experience l 10 March 2016
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Minimum Viable Product
Innovating the Customer Experience l 10 March 2016
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Elon Musk
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Open Innovation
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Lean Start-Up
Innovating the Customer Experience l 10 March 2016
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Disruption
Innovating the Customer Experience l 10 March 2016
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Challenge our Paradigms
Innovating the Customer Experience l 10 March 2016
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Discussion
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016
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Questions
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016