@ISITE_Design@UsefulArts

The rate of industry disruption is increasing.

Have you noticed?

@ISITE_Design@UsefulArts

@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts

• The mechanics of digitaldisruption, and how to catch this wave.

• It is the best route tobusiness impact.

• Steps to build a unified approach to customer experience.

@ISITE_Design@UsefulArts @ISITE_Design@UsefulArts

@ISITE_Design@UsefulArts

http://solutions.forrester.com/disruption

@ISITE_Design@UsefulArts

Invention brings biggest wins

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Benefits of positive experiences

http://www.watermarkconsult.net/blog/2012/02/01/the-roi-of-a-great-customer-experience/

@ISITE_Design@UsefulArts

Measure Customer Value

• CLTV –Duration (relationship retention)– Value (funnel value)– Efficiency (cost of sale)– Amplification (referral)

@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

@ISITE_Design@UsefulArts

7 gates to change digital experience

Digital Experience

Vision

Culture &Governance

Technology

Data &OptimizationContent

OperationsPlan

Customer Insight

@ISITE_Design@UsefulArts