This document discusses the evolution of customer experiences and the need for companies to fuse digital and human experiences. It argues that customers now expect convenience, personalization, and control over their experiences. The document also addresses how employees need to adapt by focusing more on engagement, empathy, and empowering customers. Finally, it emphasizes that companies must manage the entire customer journey and focus on creating value at every touchpoint in order to effectively meet evolving customer expectations.

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Evolving Customer Relevance
– The Fusion of Digital and Human Experience

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The Privilege to Serve

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Lets Talk About Time
Life is all about evolution…

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The Evolution of Time
Existence Experience
HighEffortsEffortless
Time = Quantity
Task Dominated
Time = Quality
Purpose Driven

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A Consumer Rebellion in Progress
Formal authority Rebellion New authority
Record Companies My song only I am the music DJ
Hotel companies
I will choose location and
hosts
I am the new travel authority
Taxi companies I can be the driver I am my own dispatch
Banks, venture
capital
I have friends I am my own fund provider
Corporations I manage my own talent I am the idea creator
TV networks
My time, my choice, my
binge
I am the entertainment director

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The Evolution of Differentiation1900-19901990-20002000-TodayNext
PURPOSE
PERCEPTION
PROCESS
PRODUCT
How do we
differentiate?
What are we
solving for?
What is
our role?
How do we manage
the relationship?
What is our
centricity?
Why?
How?
When?
What?
Life
Partner
Delighter
Service
Provider
Preferred
Vendor

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• What is the NEW value we deliver?
• What is the role of digital in delivering the value?
• What is the NEW role of human in delivering the value?
• How are we preparing both customers and employees
to the new value definition and delivery?
Redefining Value - The Core Questions

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Customer Preferences are Shifting to Digital
Discovery Purchase Finance Delivery Service
Issue
Resolution
Relationship
TOUCHPOINTS
Initial Contact
Meet & Greet
Introduction &
Familiarization
Needs Assessment
Test Drive
Negotiation
Customer Transfer
Usage Assessment
Review & Offer F&I
Products
Prepare & Sign
Documents
Schedule Delivery
Intro to Service
Prepare Car
Deliver Car
Review Features
Express Gratitude
Schedule Appointment
Drop-off
Provide Loaner
Waiting
Status Update
Pick-up
Service Follow-up
Discover & Understand
Issue
Remediate & Empathize
Resolution Follow-up
Discuss Remediation
Create a Community
Celebrate Milestones
Making the Next Sale
Feedback & Follow-up
Leaving the Brand
Present Car
STAGES

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The Fusion of the Automotive Experience
Digital Experience
Ultimate
Convenience
Information
Exploration
24/7
Accessible
Human Experience
Ultimate
Personalization /
Human Touch
Personal
Passionate
Relationship
Exception Management
Celebration
Meet
Me
Where
I am

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Reading The Employees Role
T H E
C U S T O M E R
Engage
Explain
EmpowerEmpathize
Explore
P A R I T Y L I N E – D I G I T A L E X P E R I E N C E
Engage – Relate and connect to understand
Explain – Contextualize and be purposeful
Empower – Provide solutions and satisfy needs
Empathize – Demonstrate care and humanize
Explore – Identify opportunities and innovate

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THE
POWER
I DO
HAVE
Reskilling Employees – From Service To Stories
Questions
Knowledge
Language
Brand
Pride
Empathy
Personalized
Creative
Solutions

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Managing The Value Journey
LEARN
PURCHASE
USE
SERVICE
PAY
ADVOCATE
REPEATWhat value do you add at
every step of the journey?
Sales Experience
Value Creation
Usage Experience
Value Utilization
Retention Experience
Value Visualization
7
6
5
4
3
2
1
1 & 2
3 & 4
5, 6, & 7

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Experiences Create Our Life Stories
PEOPLE CREATE STORIES

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Back to Basics - Choice Management
CUSTOMER CHOICE BEST CHOICE EMPLOYEE CHOICE
Exceptional
RESULTS
Exceptional
EXPERIENCE
Exceptional
PERFORMANCE

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Lior Arussy
@liorstrativity
www.strativity.com
Thank you!
The Time is Now!