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Mikko Eerola@tulensrma

Managing Director, B2C IndustriesAffecto

SensingThe person

Products

The organization

Customer Experience

89 % of business leaders believe that

will be their primary basis for competition by 2016

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@tulensrma #asml

⚡️

Magic.

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@tulensrma #asml

@tulensrma #asml

@tulensrma #asml

@tulensrma #asml

Building a great omnichannelCustomer

Experiencein 4 easy steps

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Step one:Get to know your customer

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@tulensrma #asml

Step two:Take advantage of the

ultimate cookie in the pocket

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@tulensrma #asml

Step three:Be personal and provide value in

every interaction

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“We push when we think we don’t have the user’s attention”Alfred LuiDesigner

Step four:Feel empathy

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“Close your eyes and pretend you’re human”Stewart ButterfieldCEO, Slack

1. Know your customer 360°2. Mobile = ultimate cookie3. Be personal and relevant4. Feel empathy

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Big DataCloud Computing

Predictive AnalyticsMachine Learning

Application DevelopmentExperience Design

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Magic. Applied.

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