awa keynote - michael storey (customer experience)
TRANSCRIPT
INNOVATING THE
CUSTOMER EXPERIENCE
10 March 2016
Michael Storey
Corporate Strategy, Sydney Water
Triple Crown
Grow Revenue Reduce Costs
Customer Experience
Innovating the Customer Experience l 10 March 2016
A Growing City
Sydney
Population
1959
2m
2016
2055
5m
8m
Innovating the Customer Experience l 10 March 2016
Business Efficiencies
$500 million
Innovating the Customer Experience l 10 March 2016
Public Awareness
Innovating the Customer Experience l 10 March 2016
Water a Priority
2006
75%
2016
0%
Customer Sentiment Monitor (2016)
Innovating the Customer Experience l 10 March 2016
Customer Value
PRICE
What makes up your bill
IMAGE SERVICE
Innovating the Customer Experience l 10 March 2016
Value Means Different Things to Different People
Picture
Innovating the Customer Experience l 10 March 2016
Era of the Customer
More
Informed
Socially
Connected
Environment
Awareness
Ready to
engage
An Empowered Customer
Innovating the Customer Experience l 10 March 2016
Any Guesses?
8 seconds
Innovating the Customer Experience l 10 March 2016
Scary Symbols
Innovating the Customer Experience l 10 March 2016
Making the Shift
Innovating the Customer Experience l 10 March 2016
Making the Shift
Innovating the Customer Experience l 10 March 2016
Customer Centricity
95% say they are
customer focused
80% say they deliver a
‘superior experience’
Only 8% of their
customers agree
Bain & Co., 2009 Innovating the Customer Experience l 10 March 2016
Customer Experience
Innovating the Customer Experience l 10 March 2016
Design Thinking
Empathy
Define
Ideate
Prototype
Test
Innovating the Customer Experience l 10 March 2016
Empathy
Innovating the Customer Experience l 10 March 2016
Define
Innovating the Customer Experience l 10 March 2016
Customer Journey Map
Innovating the Customer Experience l 10 March 2016
Our Service Principles
Innovating the Customer Experience l 10 March 2016
Ideation
Innovating the Customer Experience l 10 March 2016
Ideal Flow
Innovating the Customer Experience l 10 March 2016
Minimum Viable Product
CHRIS LEMA
HTTPS://CHRISLEMA.COM/DO-ONE-THING-WELL/
Innovating the Customer Experience l 10 March 2016
Minimum Viable Product
Innovating the Customer Experience l 10 March 2016
Elon Musk
Innovating the Customer Experience l 10 March 2016
Open Innovation
Innovating the Customer Experience l 10 March 2016
Lean Start-Up
Innovating the Customer Experience l 10 March 2016
Disruption
Innovating the Customer Experience l 10 March 2016
Challenge our Paradigms
Innovating the Customer Experience l 10 March 2016
Discussion
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016
Questions
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016