seamless customer experiences
DESCRIPTION
This is my presentation on Seamless Customer Experiences from SXSW 2013. The presentation was part of Urban Airship's Mobile Saturday Event. Here is a link to the video: http://urbanairship.com/mobile-saturday-videos/seamless-customer-experiences-keynote?autoplay=1TRANSCRIPT
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(More) Seamless Customer Experiences
…sooner than you thinkJeremy Black / @jeremywblack
March 9th, 2013
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We’re Not Far Off
• Disney MyMagic+
Source: Disney Parks Blog
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• People, processes, and technology• Customer journey / lifecycle
The Customer Experience
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30% of the Top 100 US Retailers don’t have an app
Average ratings for retail mobile appsiOS 2.9/5Android 2.2/5
Utility = Success in Mobile
CVSiOS 4.5/5Android 4.5/5
WalgreensiOS 4.5/5Android 4.3/5
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Behavior + Computing
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Changing Customer Behavior
Have become “users”
Are individuals
Are empowered
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Computing is Ubiquitous
Or, it can drive a wedge between you and your customer
It can be an enabler of great customer experiences
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Value Exchange
• Value exchange has to be clear and apparent• App can follow your location• Giving your email at a store
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Meeting Customer Expectations
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Personalized
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Context Aware
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Frictionless
Source: gigamon.com
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Beyond Customers
It’s not just customers, it’s everyone that interacts with your organization
Source: If Applicable. Delete if not.
Users Donors
Drivers Employees
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This is already happening
• Disney MyMagic+
Source: Disney Parks Blog
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Thank You!
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Today’s Panel
Bob CostasTitle, Company
Cindy CrawfordTitle, Company
Justin BieberTitle, Company
Mary MeekerTitle, Company