1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize

them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting

CUSTOMER WORTHY in 2012?

Context Rules (verb)

app  noun Computers, Informal .an application, typically a small, specialized program downloaded onto mobile devices: the best GPS apps for your iPhone.

Definition of: app

(APPlication) The term has been used as shorthand for "application" in the IT community for decades. However, it became newly popular for mobile applications in smartphones and tablets, especially due to the advent of Apple's iTunes App Store in 2008. It is just as correct to say "iPhone application" as it is "desktop computer app;" although app is shorter, and computer people love to abbreviate. See application, APP file and App Store.

We all compete with FREE

Don’t get stuck here…where do your customers want apps?

We Interrupt this presentation for

context – context big nd essential

Let’s surf - shared experiences big

Geeky Customer Tools

Back to customer experience……

Back to apps – Did I mention apps are FREE

2012 – FREE is the new black

How much does B of A need to recoup in fees to offset this image? Probably wasn’t in the business case…

Under Performing Asset: Local

Store 1065 sales down

Branch 207NY 70% transaction reduction

Highest rent neighborhood – non residential

All your data is wrong – locally – for the time being – since 2008?

Network of Things – Subway Time

Subway clock off by hour makes “news” off by hour –Network of things effect

Or wormhole in space and stepping onto train caused time to travel forward 1 hr

Screen is a view and access point to network of things

You are a screen to your customer

Internet of Things

If your car captures a TB of data about you, who should it tell? Good big brother, bad big brother…

How many browsers/screens have there been so far in

presentation?

Did you include the one in your hand?

How many times have you looked at and interacted with your screen

during this presentation?

Yes, someone is watching… and counting, and…

Privacy for sale and rent- click here

http://www.pcworld.com/article/192648/browser_fingerprints_a_big_privacy_threat.html

Test your browser for unique identifiers without the risk: The Electronic Frontier Foundation, a privacy advocacy group, has set up an interesting online experiment at Panopticlick.eff.org. Panopticlick gathers little de tails about your browser and computer, mostly using Javascript. In my case, the information it gathered about my browser was enough to uniquely identify my surfing software out of more than 650,000 visitors.

Disney Animation

Imagine, if you will, what it's like to be an animator. Films are projected at 24 frames per second. For a 90-minute film, that's over 129,000 individual frames. Characters are drawn separately and then put together, and placed over painted backgrounds. The work requires talented artists, but they cannot deviate from the structured manner of drawing the characters.

http://www.timburtoncollective.com/bio.html

Every screen/interaction is spying on you Are you a good big brother – bad big brother

Less and less things are happening by accident … at least not twiceGood big brother: choreograph experience for best outcome

Continuous testing – failing fast – identifying genius is competitive advantage

Like 20 questions – which is now a free app – you can ‘guess’ what customers will/won’t do

The Customer Experience Algorithm predicts what customers will/will not do next at every contact

Passion: Contact Creativity & Choreography

Creativity + Multi-Channel Execution

Identify and Recognize Geniuses

identify, promote and connect geniuses across your customer experience – internal & external

Be customer worthy at each contact

1. Local Local Local… Context2. Apps – Free or Fee Nation – $.99 for your thoughts3. Network of things – you are your devices4. Data is the robot5. Geniuses – They are everywhere - Find’em Recognize

them6. Fraud For Granted - Fugetaboutit7. Real Fake, Fake Real - Fake intimacy at a massive scale8. Memory loss, bad experiences “half life” –9. Algorithms & alerts replace reporting

CUSTOMER WORTHY in 2012?

Thank you, Michael R Hoffman, Customer Worthy, NACCM 2011 Presentation