Presentation: The QoE (Introduction)

© The QoE Limited 2016

Carl LyonChairman of The QoE Group and Author

of Perpetual Experience™

UNLEASHING DIGITAL CUSTOMER EXPERIENCE


Airbus Defence and Space

Sure

Legal and GeneralVodafone

Microlease

Marks and Spencer

Macmillan Cancer Support

Lloyds Banking Group

Barclays Bank

HSBCKCOMHome Group

Honda Europe

First Direct

LV=Consumer Intelligence

National Grid

NHS DirectOrange

Virgin Media

John Lewis

TUI UK

Morgan Sindall Group

Royal Bank of Scotland

Tomtom

Scottish Water

Teléfonica O2

Simplyhealth

TNT Express

Sony Professional

Atos

British TelecomCisco

Emirates

Egg

eaga

EDF


Customer experience in the digital world


PERPETUAL EXPERIENCE™

• It’s about you and your business. . . what you do and how you do it

• It’s about the people in. . . your business, partners, customers and society

• It’s about what you need as well as what they need . . . individualism motivates and guides real change

• It’s about what happens, not what people say will happen . . . real time rewards, the precursor to customer loyalty and advocacy



(Customer experience +

(CX + PX)i = X people experience) = perpetual experiencepowered by information



Part 1 DisruptionDisruptive innovation

The digital landscape Many voices I'm an individualPart 2 Responding to disruption

Moving towards perpetual experience

Us, not themExerting influence Building authenticityMaking it happen

Summary


Bringing together the knowledge, opinions, facts and experiences of the participants,stimulating new connections, shared learning and innovation opportunities

A multi layered data repository ideally suited for big data analytics and automated learning

PERPETUAL THINKING

Perpetual thinking needs

• A topic that gives the participants a genuine reason to participate

• Individual engagement with elements of the topic

• A stimulating and authentic chairperson and environment• Accurate and unbiased output that covers the session and reflective thoughts

of the participants


Perpetual thinking to uses group dynamics to bring life into business

Sharing experiences, opinions and knowledge mimics digital community learning

UNDERLING PRINCIPLES


Articulating needs and measuring experience exposes the issues and identifies solutions

It’s no longer just about the customer


The most dynamic and creative section of the experience journey is the customer interface

INCUBATION HUB

An intuitive workplace that empowers the individual and shares with the company


INCUBATION HUB

Explore

Incubate

Needs

Innovate

MotivateAnalyse

ExperienceCollaborate

ARTIFICIAL INTELLIGENCE

A concentrated flow of real world, real time experiences, knowledge and opinions combine with intuitive tooling to optimise real time resolution and extrapolate permanent solutions

Every new participant has an exponential effect on the quality and quantity of outcomes



A multi layered data repository ideally suited for big data analytics and automated learning

Experience Engine

EXPERIENCE ENGINE


PERPETUAL THINKING

Outcome

• Fully contextualised and validated solutions and a working hypothesis to test, re-validate and implement

• Accumulated knowledge and a data view of the operating environment

• A comprehensive map of interacting factors and required actions

• A proven method of addressing this type of issue in the future

• Patterns, trends and data for future sessions




A limited number of books available for signing at the lunch break at the discounted rate of €15.

Thereafter available on Amazon with special discount code for delegates valid ‘till end November ’16.

udcx2016Contact [email protected]



THANK YOU

CARL LYON

CHAIRMAN OF THE QOE GROUP AND AUTHOR

OF PERPETUAL EXPERIENCE™

Presentation: The QoE (Introduction)

Business

Transcript of Presentation: The QoE (Introduction)