Carl Lyon, Managing Director

1. © The QoE Limited 2016
Carl Lyon
Chairman of The QoE Group and Author
of Perpetual Experience™
UNLEASHING DIGITAL CUSTOMER EXPERIENCE

2. © The QoE Limited 2016
Airbus Defence and Space
Sure
Legal and General
Vodafone
Microlease
Marks and Spencer
Macmillan Cancer Support
Lloyds Banking Group
Barclays Bank
HSBC
KCOM
Home Group
Honda Europe
First Direct
LV=
Consumer Intelligence
National Grid
NHS Direct
Orange
Virgin Media
John Lewis
TUI UK
Morgan Sindall Group
Royal Bank of Scotland
Tomtom
Scottish Water
Teléfonica O2
Simplyhealth
TNT Express
Sony Professional
Atos
British Telecom
Cisco
Emirates
Egg
eaga
EDF

3. © The QoE Limited 2016
Customer experience in the digital world

4. © The QoE Limited 2016
PERPETUAL EXPERIENCE™
• It’s about you and your business
. . . what you do and how you do it
• It’s about the people in
. . . your business, partners, customers and society
• It’s about what you need as well as what they need
. . . individualism motivates and guides real change
• It’s about what happens, not what people say will happen
. . . real time rewards, the precursor to customer loyalty and advocacy

5. © The QoE Limited 2016
PERPETUAL EXPERIENCE™
(Customer experience +
(CX + PX)i = X
people experience) = perpetual experiencepowered by information

6. © The QoE Limited 2016
PERPETUAL EXPERIENCE™
Part 1 Disruption
Disruptive innovation
The digital landscape
Many voices
I'm an individual
Part 2 Responding to disruption
Moving towards perpetual experience
Us, not them
Exerting influence
Building authenticity
Making it happen
Summary

7. © The QoE Limited 2016
Bringing together the knowledge, opinions, facts and experiences of the participants,
stimulating new connections, shared learning and innovation opportunities
A multi layered data repository ideally suited for big data analytics and automated learning
PERPETUAL THINKING
Perpetual thinking needs
• A topic that gives the participants a genuine reason to participate
• Individual engagement with elements of the topic
• A stimulating and authentic chairperson and environment
• Accurate and unbiased output that covers the session and reflective thoughts
of the participants

8. © The QoE Limited 2016
Perpetual thinking to uses group dynamics to bring life into business
Sharing experiences, opinions and knowledge mimics digital community learning
UNDERLING PRINCIPLES

9. © The QoE Limited 2016
Articulating needs and measuring experience exposes the issues and identifies solutions
It’s no longer just about the customer

10. © The QoE Limited 2016
The most dynamic and creative section of the experience journey is the customer interface
INCUBATION HUB
An intuitive workplace that empowers the individual and shares with the company

11. © The QoE Limited 2016
INCUBATION HUB
Explore
Incubate
Needs
Innovate
Motivate
Analyse
Experience
Collaborate
ARTIFICIAL INTELLIGENCE
A concentrated flow of real world, real time experiences, knowledge and opinions combine with
intuitive tooling to optimise real time resolution and extrapolate permanent solutions
Every new participant has an exponential effect on the quality and quantity of outcomes

12. © The QoE Limited 2016
Bringing together the knowledge, opinions, facts and experiences of the participants,
stimulating new connections, shared learning and innovation opportunities
A multi layered data repository ideally suited for big data analytics and automated learning
Experience
Engine
EXPERIENCE ENGINE

13. © The QoE Limited 2016
PERPETUAL THINKING
Outcome
• Fully contextualised and validated solutions and a working hypothesis
to test, re-validate and implement
• Accumulated knowledge and a data view of the operating environment
• A comprehensive map of interacting factors and required actions
• A proven method of addressing this type of issue in the future
• Patterns, trends and data for future sessions
Bringing together the knowledge, opinions, facts and experiences of the participants,
stimulating new connections, shared learning and innovation opportunities

14. © The QoE Limited 2016
PERPETUAL EXPERIENCE™
A limited number of books available for
signing at the lunch break at the
discounted rate of €15.
Thereafter available on Amazon with
special discount code for delegates valid
‘till end November ’16.
udcx2016
Contact carl.lyon@theqoe.com

15. © The QoE Limited 2016
PERPETUAL EXPERIENCE™
THANK YOU
CARL LYON
CHAIRMAN OF THE QOE GROUP
AND AUTHOR
OF PERPETUAL EXPERIENCE™