Billy Seabrook| Citi | @billyseabrook

Remarkable Experiences

October 2, New York City

Customer experience =

Value exchange

The Cx Continuum

Ordinary !!Transactional

Remarkable !!

Relational

Value

Purpose Intelligence

Trust

Value

PurposeGood

business

IntelligenceFootprint

Chronicles

Trust Ironclad

guarantee

PurposeReliable

efficiency

IntelligencePredicting demand

Trust Rating

systems

Purpose Neighborly

love

Intelligence win-win search

Trust $1,000,000

host guarantee

Purpose Enabling progress

IntelligenceFinancial

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 anddeployment

Ideate !

Divergent andconvergent thinking,

multimedia sketching,and prototyping

Investigate !

User research,insight gathering, journey mapping

and briefingOpp

ortu

nity

Design Thinking

Global Studio Network

HUB

HUB

HUBHUB

Design > De$ign

Good Design IsGood Business.

!Thomas Watson, IBM, ~ 1950

Billy Seabrook| Citi | @billyseabrook

Thank You

October 2, New York City