Remarkable Experiences- Billy Seabrook, Citi

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DAY ONE – OCT 2nd 2015 at Global Service Design Conference NYC MORNING KEYNOTE/ /BIG PICTURE VALUE & IMPLEMENTATION more info at: http://on.fb.me/1GDTx0I

Diseño

Billy Seabrook| Citi | @billyseabrook
Remarkable Experiences
October 2, New York City

The Cx Continuum
Ordinary
!
!
Transactional
Remarkable
!
!
Relational
Value

Purpose 
Good
business
Intelligence 
Footprint
Chronicles
Trust
Ironclad
guarantee

Purpose 
Reliable
efﬁciency
Intelligence 
Predicting
demand
Trust
Rating
systems

Purpose
Neighborly
love
Intelligence
win-win
search
Trust
$1,000,000 
host guarantee

Purpose
Enabling
progress
Intelligence 
Financial 
Graph
Trust
Secure
Identity

Getting the right people
and the right chemistry
is more important than
getting the right idea.
!
Ed Catmull, Pixar

Team Lead
Producer
Strategist
Architect
Writer
Engineer
Designer
Agile Pods

Iterate
!
Test and learn, 
measurement and 
analysis, opportunity
identiﬁcation
Implement
!
Detailed design, 
development, 
user testing and 
deployment
Ideate
!
Divergent and 
convergent thinking,
multimedia sketching, 
and prototyping
Investigate
!
User research, 
insight gathering, 
journey mapping 
and brieﬁng
Opportunity
Design Thinking

Good Design Is 
Good Business.
!
Thomas Watson, IBM, ~ 1950

Billy Seabrook| Citi | @billyseabrook
Thank You
October 2, New York City

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