digital transformation webinar v1

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Beyond Philosophy, LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

ColinShawFounder&CEO,BeyondPhilosophy

5stepsforan

effective,customer

centric,digital

transformation.

@ColinShaw_CX

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

IntroducingColinShaw…

  PioneerofCustomerExperience  Written5bookonCX,6thcomingoutinSeptember  Recognized by LinkedIn as one as one of the world's top 150BusinessInLluencers-232,000followers

  VotedbyBrandQuarterlyasoneofthe‘worldstop50Marketingthoughtleadersover50’.

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Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

BeyondPhilosophy&howwework…

WEAREPRACTICALTHOUGHTLEADERS

WEACTASYOURGUIDEANDPARTNER

WEREDUCERISKANDINCREASEPERFORMANCE

OUREXPERIENCEINCUSTOMEREXPERIENCEISVAST

WEFOCUSONWHATWILLDRIVEVALUE($)FORYOU

SEASONEDCUSTOMEREXPERIENCETOOLS&METHODS

We take a scientiLic approach; we don’t just look at therationalexperiencebutalsowhatdriveshumanbehavior

- emotions, subconscious, behavioral economics and

psychology, and then mix this with a practical

implementation. Thought leadership with real worldresults.Henceourname‘BeyondPhilosophy’

We’llhelpyoudevelop thestrategy,guide the initiatives,and even train your CX team on our tools &

methodologies.Wedonotwishtoembedourselvesorbe

‘campedout’inyourorganization.

Wehaveavarietyofproventoolsandtechniquestoapplyto your unique situation. We build a program around

what will get you the best results. Through our vast

experienceweknowwhatworksandwhatdoesn’t.

Weare the Lirst operationalCX consultancy and trainingcompany in the world. Since 2002, we have had the

pleasuretoservemanyofthetoporganizationsacrossthe

globe.

Wedonotbelievein‘exceedingCustomerexpectations’atevery point of contact.We do believe in identifying and

focusing on those aspects of your experience that will

drivethemostvalueforyou.Tohelpachievethiswehave

the world’s largest database of what drives Customeremotions.

Withourvastexperienceweknowwhatworksandwhatdoesn’t. We have evolved our tool set in practical

implementationandtheseareproventowork.Wecanuse

theseonourengagementorwecantrainyourpeopleon

howtodothisoramixofboth.

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Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

IndependentreportbyForrester

MaerskLineincreasedtheirNetPromoterscoreby40pointsin30months,whichincreasedShipping

volumesby10%

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“WehaveIncreasedourNetpromoterscoreby34pointsin30monthsusingBeyond

Philosophy’smethodologies.Wehavegrownrevenuesby10%yearonyear,ina‘shrinking

printerusagemarket”

GlennLavertyPresident&CEORicohCanada

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com 5

•  Businessareonthepathtodigitaltransformationbuthaveawaytogo.

•  68%oforganizationsplantoimprovetheonlineexperiencethisyear,however….

•  only28%arecompletelyreadytoexecutetheirdigitalstrategies.

h&ps://www.accenture.com/us-en/insight-digital-transforma<on-age-customer

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Whatwesee...

1.  DigitalTransformationisbeingdonetosavecosts,notimprovetheCX

2.  Mostcorporatesdon’thavetheskillstoproduceaslickapp.

3.  Lackofspeed…

4.  BeingdrivenbyIT

5.  Notbeingembracedacrosssilos6.  Makethesamemistakesinthedigitalworldastheydidinthe

physicalworld.

7.  Replacingexistingprocesswithdigitalprocess.Notstarting

again.Youshouldstartagainwithnewthinking.

8.  Notthinkingoutsidethesquare.WhenwewouldwithInsurancecompanywereducetheirstepsofthejourneyfrom24steps

downto4stepsbythinkingoutsidethesquare.

9.  NotlookingatCustomerbehavioralaspects

10.  Everyonedoinganapp

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

PoorDigitalCXexamples…

•  Sainsbury'sonline

•  CarAppstotakepictureofaccident

•  Carinsuranceindustryestimates,youwillLileaclaim

foracollisionaboutonce

every17.9years.

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Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Opportunitiesabound…

1.  TocreateagreatCXbystartingagain2.  Usedigitaltransformationasatrojan

horsetogetpeoplethinkingCX

3.  Tomaketheexperienceeasy4.  Toreducecosts5.  Tocutthroughsilos6.  Toprovideanintegratedexperience

(Omni-channel)

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Customercentricapproachtodigitaltransformation

•  N2n

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Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com 10

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

‘SevenImperatives’ormovingyourCXtothenextlevel

1.  RecognizethatCustomersdecideemotionallyandjustifyrationally

2.  Embracetheall-encompassingnatureofCustomers’irrationality

3.  UnderstandthatCustomers’mindscanbeincon]lictwiththemselves

4.  CommityourselftounderstandingandpredictingCustomerhabits&behaviors

5.  UncoverthehiddencausesandunintendedconsequencesofwhyCustomerswantthingstobeeasy

6.  AcceptthatapparentlyirrelevantaspectsofyourCustomerExperiencearesometimesthemostimportantaspects

7.  RealizetheonlywaytobuildCustomerloyaltyisthroughCustomermemories

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LaunchedSeptember2016

@ColinShaw_CX

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Firstoccasions

Subsequentoccasions

Ratbrainwaveac6vity

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Howhabitsareformed…

1.Cue

2.Rou<ne

3.Reward

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Whatarethe5keystepssteps…

Step1•  Taketheopportunitytolookacrossthe

experience.

Step2•  Understandwhatdrivesanddestroysvalue–

undertakeCustomerresearch

Step3•  DeLinethestrategyyouaretryingtofollow…

Step4•  Reinvent,don’tjustreplace

Step5•  EmbraceCustomerirrationality,test,testand

test

Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

DigitalTransformationCXHealthcheck

•  HowCustomercentricisyourprogram?•  Thinkingoutsidethesquare•  Revealbestpracticefromotherindustries.•  DeLinewhatyouneedtodotomakeyourdigitaltransformationmoreCustomercentric

•  2or3daysreview–inexpensive…

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Beyond Philosophy LLC © All rights reserved. 2001-2016 www.BeyondPhilosophy.com

Nextevents….

•  “DesigningandexceptionalEmployeeexperiencefromtheinsideout”.•  July20th2016

“GlobalbooklaunchTheIntuitiveCustomer”

•  September15th2016

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