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Customer Experience in the age of IoT

Customer Experience in the age of IoT. Yogesh Chavda May 23, 2016. About Y2S Consulting. We help our clients shape their future. The future is shaped by the choices we make today. This is where Y2S Consulting can help.

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Customer Experience in the age of IoT

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  1. Customer Experience in the age of IoT Yogesh Chavda May 23, 2016

  2. About Y2S Consulting We help our clients shape their future The future is shaped by the choices we make today. This is where Y2S Consulting can help. We bring clarity via market and consumer insights on external forces that are driving the future. We translate this knowledge into strategy, value proposition & business model innovation, branding, marketing and go-to-market strategy. Our experience is global and spans across industries. We are thought leaders on customer experience, new product innovation, business model innovation and the Internet of Things. #IoTSlam @y2sconsulting @IoTChannel

  3. #IoTSlam • @IoTChannel • @y2sconsulting Feel free to: #IoTSlam @y2sconsulting @IoTChannel

  4. Acknowledgements McKinsey & Company Sparks & Honey Institute For The Future Harvard Business Review Playing To Win B.J. Fogg Model Capgemini Consulting Business Models Inc. CB Insights #IoTSlam @y2sconsulting @IoTChannel

  5. #IoTSlam @y2sconsulting @IoTChannel

  6. What is Customer Experience? #IoTSlam @y2sconsulting @IoTChannel

  7. Our definition for Customer Experience Attract and engage your customers by consistently delighting them with “new benefits” or eliminating “pain points” across the entire activity system. #IoTSlam @y2sconsulting @IoTChannel

  8. > = Experience Expectations < Product/Service provideroffering experience Customer’s preconceived expectations #IoTSlam @y2sconsulting @IoTChannel

  9. Product / Service Provider #IoTSlam @y2sconsulting @IoTChannel

  10. SixDrivers to design Customer Experience Define what’s aspirational for the customer Determine their pain points and/or new benefits they are seeking Map the customers behaviors, inflection points and motivators Translate current customer journey to future state journey Re-design your activity systems to support & re-enforce new behaviors Act on what you measure; so measure, measure, measure #IoTSlam @y2sconsulting @IoTChannel

  11. Sounds obvious…. BUT Hard to do! What she’s thinking What she’s seeing What she’s hearing What she’s doing #IoTSlam @y2sconsulting @IoTChannel

  12. Attitudes & Behaviors WHAT PAIN POINTS DOES (S)HE EXPERIENCE? WHAT GAINS IS (S)HE LOOKING FOR? • CUSTOMER JOBS (S)HE’S WANTING TO GET DONE • ____ • ____ • ____ • ____ #IoTSlam @y2sconsulting @IoTChannel

  13. New proposition design have to be: Contextual Authentic Personalized Experiential #IoTSlam @y2sconsulting @IoTChannel

  14. B.J. Fogg Behavior Model Motivators Ability Time Money Social Deviance Physical effort Brain cycles Non routine • Pleasure/pain • Hope/fear • Social acceptance/rejection Triggers: Have to be intuitive #IoTSlam @y2sconsulting @IoTChannel

  15. BJ Fogg Behavior Model High Triggers succeed here Motivation Activation threshold Triggers fail here Low Hard Ability to do Easy #IoTSlam @y2sconsulting @IoTChannel

  16. How does the Customer Experience Evolve in the age of IoT? #IoTSlam @y2sconsulting @IoTChannel

  17. The future is already here. It’s just not evenly distributed. #IoTSlam @y2sconsulting @IoTChannel

  18. Hennna Hotel #IoTSlam @y2sconsulting @IoTChannel

  19. Disruptions: Taxi industry #IoTSlam @y2sconsulting @IoTChannel

  20. Driverless cars • The experience? • Freedom to do other activities • Giving up control • Risk ? • Insurance ? #IoTSlam @y2sconsulting @IoTChannel

  21. New concepts: play connected to geo-location #IoTSlam @y2sconsulting @IoTChannel

  22. #IoTSlam @y2sconsulting @IoTChannel

  23. New forms of entertainment #IoTSlam @y2sconsulting @IoTChannel

  24. Driving coach #IoTSlam @y2sconsulting @IoTChannel

  25. Insurance #IoTSlam @y2sconsulting @IoTChannel

  26. What about passenger drones? • Ehang Inc. (China) • What’s the experience? • Jump traffic jams • Learn new skills – new licenses? • Security • Safety #IoTSlam @y2sconsulting @IoTChannel

  27. Scanadu #IoTSlam @y2sconsulting @IoTChannel

  28. #IoTSlam @y2sconsulting @IoTChannel

  29. #IoTSlam @y2sconsulting @IoTChannel

  30. #IoTSlam @y2sconsulting @IoTChannel

  31. #IoTSlam @y2sconsulting @IoTChannel

  32. M&S Endless Aisle Homeplusin South Korea #IoTSlam @y2sconsulting @IoTChannel

  33. #IoTSlam @y2sconsulting @IoTChannel

  34. Value proposition Framework for value proposition Customer Segment Gain Creators Gains Products & Services Jobs To Be Done Pain Relievers Pains #IoTSlam @y2sconsulting @IoTChannel

  35. Value proposition to concept design Gain Creators Products & Services Pain Relievers Concept design What’s the benefit for me? Why should I buy it? How much do I pay? #IoTSlam @y2sconsulting @IoTChannel

  36. Concept to experience Concept Definition Experience Definition Is it contextual? Is it authentic? Is it personalized? Is it experiential? • What’s the benefit for me? • Why should I buy it? • How much do I pay? #IoTSlam @y2sconsulting @IoTChannel

  37. Y2S Consulting #IoTSlam @y2sconsulting @IoTChannel

  38. #IoTSlam @y2sconsulting @IoTChannel

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