Mikko Eerola@tulensrma

Managing Director, B2C IndustriesAffecto

89 % of business leaders believe that Customer

Experiencewill be their primary basis for competition by 2016

If this, then …

⚡️

Magic.

Building a great omnichannelCustomer

Experiencein 4 easy steps

Step one:Get to know your customer

Step two:Take advantage of the

ultimate cookie in the pocket

Step three:Be personal and provide value in

every interaction

We push when we think we don’t have the user’s attention(Alfred Lui)

Step four:Feel empathy

“Close your eyes and pretend you’re human”Stewart ButterfieldCEO, Slack

1. Know your customer 360°2. Mobile = ultimate cookie3. Be personal and relevant4. Feel empathy

Big DataCloud Computing

Predictive AnalyticsMachine Learning

Application DevelopmentExperience Design

Magic. Applied.