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Antony Mayfield @amayfield @brilliantnoise brilliantnoise.com
Engaging customers through digital experiences
“Virtually every firm in every industry
is being shaken up by the digital
revolution. No chief executive can
ignore the onslaught of mobile
computing, big data, artificial
intelligence and the like. These new
technologies offer the promise of huge
efficiency gains, but also the threat of
being walloped by some upstart from
Silicon Valley.”
4
7
“The goal is to become HBO faster than HBO can become us.”
Ted Sarandos, Chief Content Officer, Netflix
So many barriers:
- Inertia and entropy. - Culture and bureaucracy. - Regulation as a barrier/constraint. - Customer expectation. - Irresponsible innovation. - Pilot. Scale.
9
So many barriers:
- Inertia and entropy. - Culture and bureaucracy. - Regulation as a barrier/constraint. - Customer expectation. - Irresponsible innovation. - Pilot. Scale.
10
“It is the individual, operating at the peak of his or her powers, who will revive our organizations, by reinventing both self and them.” Warren Bennis, Leadership studies pioneer and professor at USC
14Model first published Harvard Business Review - McKinsey & Co
Customer decision journey - what do they need?
Financial Services Trends Report2015
Plotting a trends radar
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brilliantnoise.com/cxfinancial/
Your panel Paolo Barbesino First Vice President, Head of Internet &
Mobile Banking, UniCredit
Paul Wishman Group E-Commer ce Director, LV=
Donald Carson Creative Director Digital User Experience,
HSBC
Moderator:
Antony Mayfield Founding Partner & CEO, Brilliant Noise
@amayfield @brilliantnoise #cxfs
brilliantnoise.com/CXexchange
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