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2015 cx outlook, authors' overview

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Mike Wittenstein
Mike Wittenstein

14 customer experience authors, designers, and industry leaders bring perspectives that span three continents. Some of their articles offer practical advice, while others are more philosophical in nature. And some will surely challenge your current beliefs about what it means to design and manage the customer experience. For the eBook, head over to: http://www.mikewittenstein.com/blog/the-2015-customer-experience-outlook/

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THE 2015 CUSTOMER EXPERIENCE OUTLOOK A Collection of Ideas for the Year Ahead  Brought to you by Kerry Bodine & Doberman
We share a deep passion for customer experience. And we’re always looking for new ideas to inspire our work. So we recently reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2015. Our 14 contributors bring perspectives that span three continents. Some of their articles offer practical advice, while others are more philosophical in nature. And some will surely challenge your current beliefs about what it means to design and manage the customer experience. We hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead. Happy reading!   Lisa Lindström CEO, Doberman Kerry Bodine Co-author, Outside In !
Let us introduce you to our 14 contributors…
Distinctive Experiences If you do not create a memory, then you have not offered a distinctive experience.” B. Joseph Pine II & James H. Gilmore Authors, The Experience Economy “
Money as a Service Financial services organizations need to manage their experience products— those key end-to-end journeys of their customers— just as carefully as any other product portfolio.” Brandon Schauer Head of Adaptive Path, Capital One “
Culture First, Strategy Second Companies, especially those with a long history of success, should design strategies around internal capabilities.” Dave Gray Author, The Connected Company “
The Startup Approach to Customer Experience Startup teams tend to design experiences for themselves as much as for people outside their walls.” Lisa Lindström CEO, Doberman “
Five Competencies for Chief Customer Officers For this work to be transformative and stick, it must be more than a customer manifesto.” Jeanne Bliss President, CustomerBLISS “
The Year of Mobile...Again (2015 Edition) Most companies that want great customer experiences are over- investing in tablet-specific experiences.” Mike Dyer Managing Director, Chief Product and Strategy Officer, The Daily Beast “
While selling is inevitable, creating value for customers should be first and paramount.” Mike Wittenstein Managing Principal, Storyminers “ Intelligent Experiences: Where CX Meets Tech
The average wait time on social media is nine hours. Nine hours!” Shep Hyken Chief Amazement Officer, Shepard Productions “ Social Media Customer Service: Add Engagement to Reaction
We no longer see employees as a channel to deliver experiences, but as co-creators of experiences.” Erik Roscam Abbing Founder, Zilver Innovation “ Designing Customer Experiences with Employees
While human-centered design has been a refreshing approach for DoITT and its agency partners, it is not a cure-all for the challenges that government faces.” Dominic Berg Associate Commissioner, The City of New York’s Department of Information Technology & Telecommunications “ Designing Human-Centered Services in the Public Sector
From Transactions to Journeys The sum of all the individual parts that compose the experience doesn’t even come close to representing the user experience itself.” Tennyson Pinheiro Founder and CEO, Livework Brazil “
The field of customer experience and, no doubt, your customer experience efforts have suffered because of short-term thinking.” Kerry Bodine Co-author, Outside In “ It’s 02015: Time to Start Thinking Long Term
Surfers know kairos time well, waiting patiently in the right place for a wave and then seizing the right moment to accelerate.” Fred Leichter Senior Vice President, Fidelity Investments “ Kairos Time: Preparing for Opportunity in 2015 and Beyond
Without understanding customers and how behaviors and values are changing, we are just managing businesses the way we always have.” Brian Solis Principal Analyst, Altimeter Group “ The Future of CX is Rooted in UX and Human-Centered Design
Want to read more? Download the full eBook now! Download FREE eBook
Kerry Bodine believes that happy customers lead to happy shareholders. Her book Outside In: The Power of Putting Customers at the Center of Your Business helps business leaders understand the financial benefits of great customer experiences— and how their organizations must change in order to deliver them. Kerry is a global keynote speaker, customer experience consultant, and coach with a passion for helping organizations learn and adopt human- centered design. Her ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University and has designed interfaces for websites, mobile apps, wearable devices, and robots. Kerry Bodine San Francisco, California   Doberman is an international Experience Design firm, founded almost two decades ago. Their teams in New York and Stockholm share the belief that great customer experiences transform businesses, define brands and build relationships that truly matter. Doberman offers services within Digital Product Design, Service Design and Innovation Capability training. Over the years they have nurtured a unique collaborative, people-focused culture because they believe that this fuels true innovation. This culture has also brought them prizes as the Best Employer of the Year and Service Innovator of the Year. But most importantly, it has given them a rare ability to evolve together with their clients’ rapidly changing landscapes. Doberman New York City | Stockholm kerrybodine.com     dobermandesign.com  

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2015 cx outlook, authors' overview

  • 1. THE 2015 CUSTOMER EXPERIENCE OUTLOOK A Collection of Ideas for the Year Ahead  Brought to you by Kerry Bodine & Doberman
  • 2. We share a deep passion for customer experience. And we’re always looking for new ideas to inspire our work. So we recently reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2015. Our 14 contributors bring perspectives that span three continents. Some of their articles offer practical advice, while others are more philosophical in nature. And some will surely challenge your current beliefs about what it means to design and manage the customer experience. We hope you’ll find the ideas in this eBook both useful and inspiring for the year ahead. Happy reading!   Lisa Lindström CEO, Doberman Kerry Bodine Co-author, Outside In !
  • 3. Let us introduce you to our 14 contributors…
  • 4. Distinctive Experiences If you do not create a memory, then you have not offered a distinctive experience.” B. Joseph Pine II & James H. Gilmore Authors, The Experience Economy “
  • 5. Money as a Service Financial services organizations need to manage their experience products— those key end-to-end journeys of their customers— just as carefully as any other product portfolio.” Brandon Schauer Head of Adaptive Path, Capital One “
  • 6. Culture First, Strategy Second Companies, especially those with a long history of success, should design strategies around internal capabilities.” Dave Gray Author, The Connected Company “
  • 7. The Startup Approach to Customer Experience Startup teams tend to design experiences for themselves as much as for people outside their walls.” Lisa Lindström CEO, Doberman “
  • 8. Five Competencies for Chief Customer Officers For this work to be transformative and stick, it must be more than a customer manifesto.” Jeanne Bliss President, CustomerBLISS “
  • 9. The Year of Mobile...Again (2015 Edition) Most companies that want great customer experiences are over- investing in tablet-specific experiences.” Mike Dyer Managing Director, Chief Product and Strategy Officer, The Daily Beast “
  • 10. While selling is inevitable, creating value for customers should be first and paramount.” Mike Wittenstein Managing Principal, Storyminers “ Intelligent Experiences: Where CX Meets Tech
  • 11. The average wait time on social media is nine hours. Nine hours!” Shep Hyken Chief Amazement Officer, Shepard Productions “ Social Media Customer Service: Add Engagement to Reaction
  • 12. We no longer see employees as a channel to deliver experiences, but as co-creators of experiences.” Erik Roscam Abbing Founder, Zilver Innovation “ Designing Customer Experiences with Employees
  • 13. While human-centered design has been a refreshing approach for DoITT and its agency partners, it is not a cure-all for the challenges that government faces.” Dominic Berg Associate Commissioner, The City of New York’s Department of Information Technology & Telecommunications “ Designing Human-Centered Services in the Public Sector
  • 14. From Transactions to Journeys The sum of all the individual parts that compose the experience doesn’t even come close to representing the user experience itself.” Tennyson Pinheiro Founder and CEO, Livework Brazil “
  • 15. The field of customer experience and, no doubt, your customer experience efforts have suffered because of short-term thinking.” Kerry Bodine Co-author, Outside In “ It’s 02015: Time to Start Thinking Long Term
  • 16. Surfers know kairos time well, waiting patiently in the right place for a wave and then seizing the right moment to accelerate.” Fred Leichter Senior Vice President, Fidelity Investments “ Kairos Time: Preparing for Opportunity in 2015 and Beyond
  • 17. Without understanding customers and how behaviors and values are changing, we are just managing businesses the way we always have.” Brian Solis Principal Analyst, Altimeter Group “ The Future of CX is Rooted in UX and Human-Centered Design
  • 18. Want to read more? Download the full eBook now! Download FREE eBook
  • 19. Kerry Bodine believes that happy customers lead to happy shareholders. Her book Outside In: The Power of Putting Customers at the Center of Your Business helps business leaders understand the financial benefits of great customer experiences— and how their organizations must change in order to deliver them. Kerry is a global keynote speaker, customer experience consultant, and coach with a passion for helping organizations learn and adopt human- centered design. Her ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University and has designed interfaces for websites, mobile apps, wearable devices, and robots. Kerry Bodine San Francisco, California   Doberman is an international Experience Design firm, founded almost two decades ago. Their teams in New York and Stockholm share the belief that great customer experiences transform businesses, define brands and build relationships that truly matter. Doberman offers services within Digital Product Design, Service Design and Innovation Capability training. Over the years they have nurtured a unique collaborative, people-focused culture because they believe that this fuels true innovation. This culture has also brought them prizes as the Best Employer of the Year and Service Innovator of the Year. But most importantly, it has given them a rare ability to evolve together with their clients’ rapidly changing landscapes. Doberman New York City | Stockholm kerrybodine.com     dobermandesign.com