From Good to Great: How Digital Logistics, Imagination and Focus On People Win the Day

Edmund Dueck Marketing Manager Europe, Liferay @eddydueck

12 150k+ 5m+ 0 600

12 years

150k+ 5m+ 0 600

12 years

150k+ 5m+ downloads

0 600

12 years

150k+ community

5m+ downloads

0 600

12 years

150k+ community

5m+ downloads

0 600 employees

12 years

150k+ community

5m+ downloads

$0 self funded

600 employees

1.500

1.500 customers worldwide

Digital Logistics

All of life is logistics, with the purpose of transformation.

Goal: Seamless digital logistics.

Goal: Seamless digital logistics. Challenge: data in different systems,

all over the place.

“In short: many enterprises are chocking on their own early

digitization practices; especially Banks, Insurances and Telecoms

– because they digitized first.”

– Gunther Dück, former CTO of IBM

Source

Source

“We've seen a constant increase in visitor numbers over the last few years

… That translates into millions of pounds of revenue.”

Source

Great customer experiences are built on

seamless digital logistics

Imagination

The man who has no imagination has no wings.

– Muhammad Ali

Source

Goal: Frictionless experiences.

Goal: Frictionless experiences. Challenge: lack of innovation and

empathy with customers.

My Digital Bank Experience

My Digital Bank Experience

1 Security - TOP!

My Digital Bank Experience

1 Security - TOP!

2 Targeting – AVERAGE

My Digital Bank Experience

1 Security - TOP!

2 Targeting – AVERAGE

3 UX Setup – AVERAGE

My Digital Bank Experience

1 Security - TOP!

2 Targeting – AVERAGE

3 UX Setup – AVERAGE

4 Personal Contact – POOR

My Digital Bank Experience

1 Security - TOP!

2 Targeting – AVERAGE

3 UX Setup – AVERAGE

4 Personal Contact – POOR

5 Context – POOR

“We own the environment, but act like we own the effect.”

– Dr. Tim Walters, Digital Clarity Group

Source

The Seven Phases of Customer Experience –

The Seven Phases of Customer Experience –

1 Expectation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

5 Communication

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

5 Communication

6 Negotiation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

5 Communication

6 Negotiation

7 Evaluation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

5 Communication

6 Negotiation

7 Evaluation

The Seven Phases of Customer Experience –

1 Expectation

2 Exultation

3 Revelation

4 Consultation

5 Communication

6 Negotiation

7 Evaluation

Great customer experiences are built on

seamless digital logistics and

brave imagination of the customer’s needs.

70%30%

#1 Start with the why

“The only thing worse than being blind is having sight but no vision.”

– Hellen Keller

#2 Integrate: Digital and Analogue

“We’re often asked: “ Can employees at The Ritz-Carlton really spend $2,000 per day per guest? ” The answer is, “yes.” At The Ritz-Carlton, everyone has $2,000/day per guest to make it right or delight, but the money is symbolic.”

– Simon Cooper, Ritz-Carlton Hotels

#3 Bring your energy to make a difference

Cast down your bucket, where you are.

– Booker T. Washington

Thank you.

@eddydueck