<- Back to all events

The Human Layer

The Battle for the Customer Interface

Event Info

If you ask a typical customer about their experience with a brand online, this is entirely defined by the ‘human layer’: the interface between them and the technology and data platforms that power their experience. They assess the service based on what they can see, read, hear, touch and interact with. To the customer, the interface is the service.

Some of the most successful and fastest-growing companies today implicitly understand that the customer interface is everything. Companies like Uber, Alibaba, Airbnb and Twitter are the layers that sit on top of huge supply systems. Uber doesn’t own any taxis, Airbnb doesn’t own any hotels and Alibaba has no merchandise, yet they provide a service/experience to huge numbers of consumers.

The human layer is where the value and profit lies. Yet despite the clear importance customers place on the human layer, there is still a big disconnect between how companies choose to allocate resources and the focus on customer experience.

Typically clients/companies will spend tens of thousands of man days and millions of dollars on technology development while limiting the resources assigned to the accompanying design of experience to a fractional percentage of the technology investment. Does your company/client have the tools to gain mindshare of the all-important customer interface?

Gain insights into:
Bridging the disconnect between value to customer and value to owner
Prioritising behaviour and presentation to the customer
Developing an intuitive digital experience

Presentations
Presentations will be available post-event to all AIMIA members through the resources section of the website found here.
Please note: Some presentations will not be released at the request of the speaker

Find out more here: http://goo.gl/bgZvVa

When

28th May 2015 09:30 am
To 28th April 2015 12:00 pm

Where

TBC
TBC - Sydney CBD
Sydney 2000