1. USING DESIGN THINKING TO TRANSFORM THE CUSTOMER EXPERIENCE
Sweet spot in the ven diagram is when these three overlap - appealing and usable, viable business opportunity, feasible technically
This means nearly all programs are framed and staffed with representatives of each discipline and we truly believe this blend is our secret sauce.
By adding these disciplines, we reduce the risk that something wont get to market.
Socap 1

2. CONSUMERS are INCREASING AT AN EXPONENTIAL RATE
2011
2050
1900
The world population will increase by 2 billion
The number of people over 60 will treble and the number of people over 80 will increase five fold
Brazil ‘s GPD will multiply by 7, China’s by 15, India’s by 30
The population living in cities increased from 5% to 50%
2030
4000 housing units will need to be constructed per hour to support the rapid growth in population and extreme urbanisation
Global energy consumption will increase 33%
2025
The contribution of the BRICs to global growth will be twice as big as that of the G3 B R I C
2017
Transforming the Consumer experience
CONSUMERS are INCREASING AT AN EXPONENTIAL RATE
Consumers are increasingly shaping and driving the demands for goods, services and experiences.
More than 2 billion people use the internet
Facebook has 1.41 billion active users
Twitter has 288 million active users.
5787 tweets are sent every second
YouTube has over 1 billion users.
5 hours of video are uploaded every second
WhatsApp has 700 million active users.
messages are sent every second

3. MILLENIALS are COMING OF AGE.
Transforming the Consumer experience
MILLENIALS are COMING OF AGE.
Millennials are poised to reshape the economy. Their unique experiences will change the ways we buy and sell, forcing companies to examine how they do business for decades to come.
One of the largest groups ever – more than baby boomers
More disposable income than ever before
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4. PROsumers have more influence than ever before
Transforming the Consumer experience
PROsumers have more influence than ever before
The bottom line – to get consumers talking about and advocating you, your brand, products and business is to deliver content that adds value to their experiences.

5. IT’S transforming ALL of THE TIME
Transforming the Consumer experience
IT’S transforming ALL of THE TIME
The best customer experiences grow and adapt to the user over time with sustained interaction.

6. Consumers REdefine the experience
Transforming the Consumer experience
Consumers REdefine the experience
The demand for services and experiences change the laws, way we operate and live.

7. WORLD LEADING CUSTOMER ORGANISATIONS
TRANSFORMING THE CUSTOMER EXPERIENCE
WORLD LEADING CUSTOMER ORGANISATIONS
Working in your table groups, think of the organisations that deliver the best overall customer experience.
Identify one characteristic that makes them “the best” ?
Use post-it notes to list each idea on separate notes.
Identify your top 2 organisations.
You have 7 minutes.
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8. Exploring problems, discover opportunities
Transforming the customer experience
Exploring problems, discover opportunities
Design Thinking is a process that helps us create experiences from the “outside-in”. It draws upon logic, imagination, intuition, and systemic reasoning, to explore possibilities of what could be—and to create desired outcomes that benefit consumers.
Source:

9. TRANSFORMING THE CUSTOMER EXPERIENCE
You have been asked by the Chief Customer Officer/Chief Operating Officer to explain why customers are leaving the organisation.
What sources of data would you consider the most compelling to reference ?
Use post-it notes to list each idea on separate notes.
Write down your top 5 sources of data.
You have 10 minutes.
A SITUATION TO SOLVE
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10. Diverse applications of outside-in thinking in organisations
TRANSFORMING THE CUSTOMER EXPERIENCE
text
Annual planning sessions
Customer experience
maps
Capability
building
Diverse applications of outside-in thinking in organisations
Team
meetings
Design new products or services
Problem solving sessions

11. Why is it important to organisations ?
TRANSFORMING THE CUSTOMER EXPERIENCE
Why is it important to organisations ?
Find someone at another table. Introduce yourself.
Discuss “What areas of your organisations could you see a likely use of an “outside-in” way of looking at your customer challenges ?”
Each person identify your most likely use.
You have 7 minutes.
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12. Wrap up What do you take from this session ?
TRANSFORMING THE CUSTOMER EXPERIENCE
Wrap up
What do you take from this session ?
What’s one thing you will discuss with your leader/manager from this session ?
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13. Reference materials Articles
TRANSFORMING THE CUSTOMER EXPERIENCE
Reference materials
Articles
Design Thinking …. What is That, Fast Company, 2006
Design Thinking, Tim Brown, Harvard Business Review, 2008
Websites
IDEO:
Design Revolution:
Stanford Dschool Resources:
Design Thinking:
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