“89% “81% “90% “6X of companies believes that customer of executives surveyed place the of executives surveyed agreed that more likely to buy with a positive experience will be their primary basis for personalized customer experience in customer experience and engagement emotional experience, 12x more likely competition by 2016, versus 36% four their top three priorities for their are objectives of their corporation's to recommend the company, and 5x years ago.” organization, with 39% reporting it as her digital strategy.” more likely to forgive a mistake.” — Gartner top priority.” — MIT Sloan / Deloitte — Temkin Group — Accenture EXPERIENCE Matters A Lot, Because We Experience Digital Products A Lot Ouch! Ouch! early desktop Once in the morning Once in the evening users checked “ “ their computers all day long and whenever they can today mobile users check their smartphones Reports from Gartner, Accenture, Deloitte, Temkin all indicate that experience matters. Linda Holliday calls the new kind of design as “multi- dimensional” — it crosses social science, computer science, into something new and necessary. Source // @kpcb #DesignInTech @Gartner_inc @AccentureDigi @mitsmr @DeloitteDigital @TemkinGroup experiencematters.wordpress.com/2016/02/04/15-customer-experience-factoids-from-2015-infographic/ sloanreview.mit.edu/projects/strategy-drives-digital-transformation accenture.com/us-en/_acnmedia/Accenture/Conversion-Assets/Microsites/Documents11/Accenture-Technology- Vision-2015.pdf blogs.gartner.com/jake-sorofman/gartner- surveys-confirm-customer-experience-new-battlefield/ blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/ 3