This document discusses using a culture of creativity to deliver brilliant customer experiences. It highlights that the company has over 1,500 technologists, strategists, and creatives working in specialized "tribes" to bring solutions directly to customers. It then outlines five steps to accelerate a company's customer experience: 1) align the organization around a consistent vision, 2) identify pain points to turn into opportunities, 3) agree on metrics and what success means, 4) create a unified view of the customer journey, and 5) plan to pivot to stay ahead of competition.

1. Using a Culture of Creativity
to Deliver Brilliant Customer
Experiences
1
PROPRIETARY & CONFIDENTIAL
#YourCXisBroken

2. Proprietary & confidential
Global 100 Consultancy
Firm of the Year 2018
Fast Track Tech
Track 100, 2015
Crain’s Top 100 Best
Places to Work, 2018
Best Use of Search, UK
Search Awards, 2018
PM Society Digital
Awards 2017
Econsultancy Top 100
Digital Agencies, 2018
CORPORATE AND
MARKETING STRATEGY
PRODUCT AND
SERVICE
DEVELOPMENT
ACQUISITION, COMMERCE,
AND RETENTION
Your specialist
problems need
specialist minds. Our
1,500 technologists,
strategists, and
creatives work in
award-winning
specialist tribes within
the Connective, where
specialist minds bring
global mindsets direct
to you.
TRIBAL SPARK,
GLOBAL FIRE.
AURA Agency of
the Year 2018
“This is compelling
for us. Not just the
Solstice piece. But
this worldview.”
-Herman Miller

3. PROPRIETARY & CONFIDENTIAL

4. PROPRIETARY & CONFIDENTIAL

5. PROPRIETARY & CONFIDENTIAL

6. PROPRIETARY & CONFIDENTIAL

7. PROPRIETARY & CONFIDENTIAL

8. PROPRIETARY & CONFIDENTIAL
Elizabeth Docel
Global Curriculum Manager
Google
EACH PIECE OF THE PUZZLE

9. PROPRIETARY & CONFIDENTIAL
Chris Barnes
Director of Customer Experience
AmazeRealise
YOUR CX IS BROKEN:
5 WAYS TO ACCELERATE YOUR CX

10. ACCELERATE
YOUR CX

12. You are set
up to fail

13. ATTRACT
CX is not just about making acquisition simple
RETAIN

14. WIN
5 % - 10% increase in revenue*
15% - 25% - decrease in costs*
64% more likely to recommend
55% willing to pay more
Source: Forbes, “The Year of the Empowered Customer” * within 2-3 years

15. Five steps to
accelerate your
CX and put
customers first

16. Align your organisation around
a consistent vision
1

18. Identify moments to own & turn pain
point into opportunities
2

19. EXPERIENCE
1
2 3

20. Agree what to measure & what
success means to the business
3

21. Intelligence
WHAT SHOULD WE BE CAPTURING

22. Create a unified view across the
customer journey & business
4

24. Plan to pivot to ensure you are
always ahead of the competition
5

25. CUSTOMER
EXPERIENCE
OPTIMISATION

26. 1. ALIGN YOUR ORGANISATION
2. IDENTIFY MOMENTS TO OWN
3. AGREE WHAT TO MEASURE
4. CREATE A UNIFIED VIEW
5. PLAN TO PIVOT
Five steps to
accelerate your
CX and put
customers first

27. THINK HUMAN
THINK
HUMAN
THINK HUMAN

28. START
SMALL

29. DON’T GET
SCARED

31. PROPRIETARY & CONFIDENTIAL
Vivek Bedi
VP of Digital Product
Northwestern Mutual
DISRUPTING THE CUSTOMER EXPERIENCE
OF A 160-YEAR-OLD COMPANY

32. PROPRIETARY & CONFIDENTIAL
Paul Heckel
VP of Customer
Experience
Solstice
Juliane Pearson
Director of Customer
Experience
HCSC
Steven Inman
VP of Technology
Chicago Cubs
Robert Reilly
VP of Customer
Experience
SpotHero
IS CX GETTING BETTER OR WORSE?

33. PROPRIETARY & CONFIDENTIAL