INNOVATING THE CUSTOMER EXPERIENCE 10 March 2016 Michael Storey Corporate Strategy, Sydney Water
INNOVATING THE
CUSTOMER EXPERIENCE
10 March 2016
Michael Storey
Corporate Strategy, Sydney Water
Triple Crown
Grow Revenue Reduce Costs
Customer Experience
Innovating the Customer Experience l 10 March 2016
A Growing City
Sydney
Population
1959
2m
2016
2055
5m
8m
Innovating the Customer Experience l 10 March 2016
Business Efficiencies
$500 million
Innovating the Customer Experience l 10 March 2016
Public Awareness
Innovating the Customer Experience l 10 March 2016
Water a Priority
2006
75%
2016
0%
Customer Sentiment Monitor (2016)
Innovating the Customer Experience l 10 March 2016
Customer Value
PRICE
What makes up your bill
IMAGE SERVICE
Innovating the Customer Experience l 10 March 2016
Value Means Different Things to Different People
Picture
Innovating the Customer Experience l 10 March 2016
Era of the Customer
More
Informed
Socially
Connected
Environment
Awareness
Ready to
engage
An Empowered Customer
Innovating the Customer Experience l 10 March 2016
Any Guesses?
8 seconds
Innovating the Customer Experience l 10 March 2016
Scary Symbols
Innovating the Customer Experience l 10 March 2016
Making the Shift
Innovating the Customer Experience l 10 March 2016
Making the Shift
Innovating the Customer Experience l 10 March 2016
Customer Centricity
95% say they are
customer focused
80% say they deliver a
‘superior experience’
Only 8% of their
customers agree
Bain & Co., 2009 Innovating the Customer Experience l 10 March 2016
Customer Experience
Innovating the Customer Experience l 10 March 2016
Design Thinking
Empathy
Define
Ideate
Prototype
Test
Innovating the Customer Experience l 10 March 2016
Empathy
Innovating the Customer Experience l 10 March 2016
Define
Innovating the Customer Experience l 10 March 2016
Customer Journey Map
Innovating the Customer Experience l 10 March 2016
Our Service Principles
Innovating the Customer Experience l 10 March 2016
Ideation
Innovating the Customer Experience l 10 March 2016
Ideal Flow
Innovating the Customer Experience l 10 March 2016
Minimum Viable Product
CHRIS LEMA
HTTPS://CHRISLEMA.COM/DO-ONE-THING-WELL/
Innovating the Customer Experience l 10 March 2016
Minimum Viable Product
Innovating the Customer Experience l 10 March 2016
Elon Musk
Innovating the Customer Experience l 10 March 2016
Open Innovation
Innovating the Customer Experience l 10 March 2016
Lean Start-Up
Innovating the Customer Experience l 10 March 2016
Disruption
Innovating the Customer Experience l 10 March 2016
Challenge our Paradigms
Innovating the Customer Experience l 10 March 2016
Discussion
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016
Questions
‘Water Bar’ @ Art and About
Innovating the Customer Experience l 10 March 2016