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2022-07-01

The Experience-Centric Organization • Simon Clatworthy

The Experience-Centric Organization

Simon is a professor of design at the Oslo School of Architecture and Design and the author of the fantastic book The Experience-Centric Organization: How to Win Through Customer Experience

The Experience-Centric Organization • Simon Clatworthy


When the Wall Street Journal states that “Customer Experience Is the Key Competitive Differentiator in the Digital Age” it describes a transition that has been occurring in business during the past few years – The transition to customer- and experience-centricity.

New solutions become desirable in a busy marketplace through the experience their customers receive, which has wide-ranging consequences for business strategy, tactics, and development.

Simon will outline the what and the how of customer experience and describe how organizations can successfully compete through experience in an increasingly competitive market.

TIMECODES
00:00 Intro
04:26 Electric cars now and then
06:45 The experience economy
08:47 From function to emotion
15:09 Idealistic needs
16:34 Customer experience as the key competitive differentiator
18:54 Quote by Lisa Feldman Barrett
20:20 Even B2B
21:48 Desirability
22:52 Mini task
25:08 Crafting a way forward
25:55 Put purpose at the core of your strategy
26:43 1. Start with the experience
27:28 2. Be honest about ambition & position
29:08 3. Develop a terminology & use it
29:41 4. Integrate deep customer empathy
31:22 5. Find your mix
32:03 6. Focus upon the customers' experiential journey
32:55 7. Define your personality
34:10 8. Sweat the big things & the detail
36:18 9. Experience is viewed through the customers' eyes
36:32 10. Understand that this relates to the whole organization
37:34 11. We are all designers
37:52 12. Plan your organizational maturity journey
38:03 Conclusion
38:32 Outro