Seamless Workshop day 2
Alternative payments (mobile, wearables, social, apps)
Creating Seamless Customer Experiences
Global overview of new ways to pay
• New entrants – strengths and weaknesses
• New ways to pay – which succeeded and which failed
A seamless customer experience – definition and principles
o How is it different than User Experience?
o What makes a Customer Experience Seamless?
o What is the value of a Seamless Customer Experience?
• 5 Key Principles for Creating Seamless Customer Experiences
o (a) Cross time
• Online innovations
• How online-offline is revolutionizing retail
Tools for creating seamless customer experiences – part i
o Customer, Employee and Environment Research
o Touchpoint and Service Inventories
Opportunities and markets
• B2B and merchant payments
• Travel, social and in-app payments
Tools for creating seamless customer experiences – part ii
o Design Games
o Body Storming
o Business Origami and Service Diorama
The future of payments
• Where do new opportunities lie?
Tools for creating seamless customer experiences – part iii
o Service Blueprint
o Customer Journey and Experience Mapping
Your host: Charmaine Oak, Author, The Digital Money Game
With over 27 years of experience of creating and delivering solutions to market, she works at the intersection of mobile, banking and payments across functional areas including regulations, market development, business development, marketing, sales, product development, business intelligence, technical architecture and modelling.
Charmaine brings a unique perspective, having contributed to the global development of digital money through the world’s leading money transfer company Western Union, a global bank (Royal Bank of Scotland), a top tier mobile operator (Orange FT), LogicaCMG (the pioneer in SMS) and Wipro.
Your host: Samantha Starmer, Vice President of Global Digital Experiences, Ralph Lauren
Samantha’s passion is the intersection between humans and technology and how to ideate create and deliver holistic customer experiences across time and space, physical and digital. She sees her core function as tying together technology, marketing and creative throughout all touchpoints in order to provide an optimal experience for consumers. She advocates and designs for the creation of customer experience strategy and architects how it ties into a company’s business strategy and goals. She then leads teams across the ideation, development and optimization lifecycle towards successful execution.