Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
-
Upload
thoughtworks -
Category
Technology
-
view
1.023 -
download
0
description
Transcript of Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks
![Page 1: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/1.jpg)
A Journey to Create Value for this Woman Re-inventing an Industry in Three Parts
![Page 2: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/2.jpg)
Cheaper
Customer Service
Better
Customer Experience
More
Customer Engagement
![Page 3: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/3.jpg)
3 2002
![Page 4: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/4.jpg)
BRIGHT SHINY THINGS
Technology
![Page 5: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/5.jpg)
Community
Technology
Technology
Creative Ecosystem
EXPLOSION OF INNOVATION
![Page 6: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/6.jpg)
ERP
Web
Telecom
ERP
Web
Telecom
Business Data
Customer Connection
![Page 7: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/7.jpg)
cheaper
![Page 8: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/8.jpg)
RECOVERING INTIMACY
![Page 9: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/9.jpg)
FALLING COSTS
Higher Intimacy
![Page 10: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/10.jpg)
June 29 2007
![Page 11: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/11.jpg)
Smart Phone
Digital Everything
App Store
Smart Phone
Digital Everything
App Store
Personal Platform
Developer Democracy
Rich Content
![Page 12: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/12.jpg)
better
![Page 13: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/13.jpg)
Operational Competence
Competitive Advantage
![Page 14: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/14.jpg)
![Page 15: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/15.jpg)
![Page 16: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/16.jpg)
![Page 17: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/17.jpg)
FRICTIONLESS AIRPLANES
![Page 18: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/18.jpg)
18
BOUNDARY-FREE BANKING
![Page 19: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/19.jpg)
BRIGHT SHINY THINGS
Technology
![Page 20: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/20.jpg)
Big Data
Ubiquitous Touch
Cloud
Big Data
Ubiquitous Touch
Cloud
Unlimited Insight
Engage Anywhere
Infinite Toolkit
![Page 21: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/21.jpg)
21
Operational Competence
Inventing Value
Competitive Advantage
![Page 22: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/22.jpg)
more
![Page 23: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/23.jpg)
COMPETING FOR YOUR HEALTH
![Page 24: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/24.jpg)
24
![Page 25: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/25.jpg)
![Page 26: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/26.jpg)
26
![Page 27: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/27.jpg)
27
![Page 28: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/28.jpg)
UBIQUITOUS TOUCH
![Page 29: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/29.jpg)
Doctor
Nutritionist
Running Partner
Health Club
lululemon The Dog
Organic Grocer
Nike| Mechanic | Department Store | Artist | Teacher | Advisor | Golf Pro | Health Club | Doctor | Organic Grocer | The Dog | Running Partner | Nutritionist | lululemon
INFINITE TOOLKIT
![Page 30: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/30.jpg)
Continuous intimate engagement
Find a yoga class
![Page 31: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/31.jpg)
dream BIGGER
dreams
![Page 32: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/32.jpg)
THE HEDGEHOG IS DEAD Disrupters enter the
market better, cheaper and more customized
![Page 33: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/33.jpg)
![Page 34: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/34.jpg)
BIG DATA
![Page 35: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/35.jpg)
![Page 36: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/36.jpg)
36
Phone – Reservations tonight When? – after sunset Weather – rain Restaurant – lighting report Closet – knows the dress Time arrived home – in a rush Right makeup choice Mirror recognition / guidance Dark table! / Sweat! UPDATE!
![Page 37: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/37.jpg)
Big.Fast. Devastating
Greatest Economic Disruption of All Time Richard Florida
![Page 38: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/38.jpg)
![Page 39: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/39.jpg)
![Page 40: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/40.jpg)
Serial Value Innovators
The time for transformation is cut in half and still falling Larry Downes / Paul Nunes
![Page 41: Blowing Up Customer Engagement | Dan McClure, Innovation Design Practice Lead, ThoughtWorks](https://reader033.fdocuments.in/reader033/viewer/2022051817/548434c45906b5ad158b473c/html5/thumbnails/41.jpg)
41