The world of Customer Experience is changing. It is the age of human centricity. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

1. Don’t call me a Customer –
The Age of Human
Centricity
The Changing World of Customer Experience

2. The Truth About CX…
“To maximize customer satisfaction, companies have
long emphasized touch points. But doing so can make
customers seem happier than they actually are and
divert attention from the bigger, more important issue:
the customer’s end-to-end journey. ”
- McKinsey 2013

3. What’s Really Important…
“I’ve learnt that people will forget what you said, people will forget what you
did, but people will never forget how you made them feel.”
- Maya Angelou

4. Then Came Change…
CX
(Customer Experience)
Category - Centric
Engages customers as
tightly boxed stereotypes
Works within defines
business models
Ecosystem - Centric
Engages customers as
whole human beings
Fine tunes business
models
HCCX
(Human Centered Customer Experience)
#1

5. Then Came Change…
Marketing 1.0
Mind
Product
Centered
Economic
Value
#2
Marketing 2.0 Marketing 3.0
Profits
Heart
Customer
Oriented
People
Value
Social Progress
Spirit
Values
Driven
Environment
Value
Human Happiness
CX HCCX

6. Why HCCX…
“The data is in:
The number of truly awful customer experience is
dropping like a rock. That’s good news for consumers
and business alike.
It’s bad news, however, for the mass companies that are
now all “just average.”
They’ve lost their ability to use the same old customer
experience to grow share of wallet, retain customers
and get recommendations. ”
- Forrester 2014

7. HCCX – The Purpose…
#1: Invigorating
Human Potential
#2: Creating
Customer Happiness
#4: Building
Customer Trust
#3: Co-Creating
Customer Love
#5: Championing
Purpose in Life

8. HCCX: Experience Design…
…Made Complete

9. Moving Forward
“Welcome to a new, more competitive era for CX.
From now on, it’s not enough to think you know your
customers – you have to really know what they care
about most.
What’s more, you’ll need to understand the critical roles
that your people, processes and technologies play in
delivering a compelling experience.”
- Forrester 2014

10. Customer Experience
Played to Win
HCCX

11. I am..
ROHIT
YADAV
@roityadav
ryxecute@gmail.com
in.linkedin.com/pub/rohit-yadav/43/599/731/