Future customer experience

The better the question.

The better the answer.

The better the world

works

Customer Experience is The competitive battleground

2

60%

מוכנים לשלם יותר על חווית לקוח

טובה

74%

מציינים את חווית הלקוח כמרכיב

מרכזי בהחלטת הקנייה שלהם

84%

יחליפו ספק לאחר שלוש

לא טובות אינטרקציות

* Customer Service Expectation report 2019

Customer experience is not customer service

3

Amazon Netflix Zappos Apple

Culture Relationship Designinnovation

The Delivery Gap4

Of the companies believed

they delivered a “superior

experience” to their customers

Of the customer rate their

experience as superior

80

%

8%

* Bain & Company the delivery gap report

Why is it so hard?5

Innovative Business Models & New Competitors

The traditional borders between industries are blurring, while new rivals are leveraging digitally enabled business models.

Advanced Technologies

New advanced technologies are emerging at a faster pace and penetrate the market quicker than before.

Customer expectation

Today’s customers expectations from service providers are higher than ever while they are also changing their customer behavior.

And it’s going to get harder …

The speed of changewill never be this slow again

Change comes gradually … then suddenly.

Nobody can predictthe future. But if you can imagine it,you can shape it

Imagine Model Createthe future the future the future

Interviews with

> 200 futurists,

clients and

innovators

150 drivers

of change

8 core

hypothese

s

5 hackathons

(Berlin, London,

Los Angeles,

Mumbai,

Shanghai)

15

consumer

worlds

45 futurists

50 clients

New

opportunities

New collaborations

New business

models

Meet Sam

Eight hypotheses that will shape the future consumer

Buying and shopping will become very different activities.

The Future is Now

Stich FixStitch Fix is the personal

style service for men and

women that evolves with

your tastes, needs and

lifestyle.

ModifaceFrom beauty AR mobile

modules, to web e-

commerce AR modules and

in-store magic mirror

software,

.

Go-findMake everything

shoppable!

Take a photo, find the item

with range of prices.

Get inspired

.

15

Are you protecting yesterday’s

competitive advantage or

shaping tomorrow’s?