remarkable experiences- billy seabrook, citi
TRANSCRIPT
Billy Seabrook| Citi | @billyseabrook
Remarkable Experiences
October 2, New York City
Customer experience =
Value exchange
The Cx Continuum
Ordinary !!Transactional
Remarkable !!
Relational
Value
Purpose Intelligence
Trust
Value
PurposeGood
business
IntelligenceFootprint
Chronicles
Trust Ironclad
guarantee
PurposeReliable
efficiency
IntelligencePredicting demand
Trust Rating
systems
Purpose Neighborly
love
Intelligence win-win search
Trust $1,000,000
host guarantee
Purpose Enabling progress
IntelligenceFinancial
Graph
Trust Secure Identity
Getting the right people and the right chemistry is more important than getting the right idea.
!Ed Catmull, Pixar
Team Lead
Producer
Strategist
Architect
Writer
Engineer
Designer
Agile Pods
Iterate !
Test and learn,measurement and
analysis, opportunity identification
Implement !
Detailed design,development,
user testing anddeployment
Ideate !
Divergent andconvergent thinking,
multimedia sketching,and prototyping
Investigate !
User research,insight gathering, journey mapping
and briefingOpp
ortu
nity
Design Thinking
Global Studio Network
HUB
HUB
HUBHUB
Design > De$ign
Good Design IsGood Business.
!Thomas Watson, IBM, ~ 1950
Billy Seabrook| Citi | @billyseabrook
Thank You
October 2, New York City