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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
@tulensrma #asml
@tulensrma #asml
⚡️
Magic.
@tulensrma #asml
@tulensrma #asml
@tulensrma #asml
@tulensrma #asml
@tulensrma #asml
Building a great omnichannelCustomer
Experiencein 4 easy steps
@tulensrma #asml
Step one:Get to know your customer
@tulensrma #asml
@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.
@tulensrma #asml