© The QoE Limited 2017

PERPETUAL EXPERIENCE™

CARL LYON

CHAIRMAN OF THE QOE GROUP

AND AUTHOR OF PERPETUAL EXPERIENCE™

PERPETUAL EXPERIENCE™

UNLEASHING OMNICHANNEL SUCCESSAmsterdam March 2017

© The QoE Limited 2017

DEVELOPING A METHODOLOGY

TO COMBINE CUSTOMER, PEOPLE

AND DIGITAL EXPERIENCE TO PRODUCE

PERPETUAL EXPERIENCE™

© The QoE Limited 2017

Part 1 Disruption

Disruptive innovation

The digital landscape

Many voices

I'm an individual

Part 2 Responding to disruption

Moving towards perpetual experience

Us, not them

Exerting influence

Building authenticity

Making it happen

Summary

AMAZON £14.95CODE EVOLVING

PUBLISHING THE BOOK

PERPETUAL EXPERIENCE™

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• Perpetual Thinking

• People Experience Journeys

• Incubation Hubs

• Experience Engine

Explore

Incubate

Needs

Innovate

MotivateAnalyse

Experienc

e

Collabora

te

ARTIFICIAL INTELLIGENCE

DELIVERING ON THE METHODOLOGIES

PERPETUAL EXPERIENCE™

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PERPETUAL EXPERIENCE™

Envisioning

Formulationof a workinghypothesis

PERPETUAL THINKING AND EXPERIENCE JOURNEYS DEPLOYMENT

Exploratory

Exploratory

Exploratory

Leadership exploration

Origination Group

Background investigation

Final vision and strategy documentation completed

People experience journey validates

hypothesis

Validation

BUILDING ACROSS COMPANY SOLUTIONS AND CONSISTENCY

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USING

PERPETUAL EXPERIENCE™METHODOLOGY

PEOPLE EXPERIENCE IN THE DIGITAL WORKING ENVIRONMENT

BEST PRACTISE

You would be welcome to join us and share the output

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Attract• EVP Guidelines – to

include frontline• EVP comms• Candidate experience• Connection to brand • Real excitement

Recruit• Selection• New skills/ deep dive • Role profile• Research to include

behaviours, standard, consistent OE

• Candidate experience• Capability of those recruiting

Onboarding/Induction• Minimum standards• Best practices/key themes• Digital journey• Engagement • Wow is in the how

L&D & Progression• Career path – linear and

horizontal • Apprentice programme

alignment• Developing capability

around behaviours and skills (content & tools)

Empower and Engagement• Employee Survey

evolution• Frontline

Empowerment

Performance & Reward• Variable pay evolution• Base salary • Intangible benefits

(Flexible conditions, women, employee benefits)

SCOPE

Outcomes• Migration efficiency• Performance KPIs• Sales through

service

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YESTERDAYS KEY THEMES

• Managing change

• Overcoming silos

• Customer expectations

• Over coming mindset

• Finding a new way of working

• Conversations and relationships

• The move to ease or effort scoring

• Building a mandate for change with constant rewards

• Recruiting the right people

• Improving core competence

• ROI – cost reduction- increase CX or increased sales

• Initiating a test and learn and fail fast culture

• The start up mindset

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ISSUES THAT DIDN’T BUT POSSIBLY SHOULD BE DISCUSSED

• AI / machine learning bots

• Data driven decision making

• Trust

• Multi channel relationship with self service

• Digital transformation for those who deliver I

• Is the digital moving faster than large organisations are able to

• Real time, real world data

• Does training and education need to change

• The gigging economy