WOBI ON CUSTOMER ENGAGEMENT

For more than 15 years, Jesús Cochegrús has worked in areas related to creativity, communication and the development of ideas, especially through 3D animation, video games, multimedia and programming.

Between 2010 and 2012, Jesús was Director of Kaxan, the first Mexican company to be accepted as an authorized developer for Nintendo Wii, XBOX and PlayStation 3. Jesús personally led the “Taco Master” project, the mobile video game that won number 1 on iTunes Mexico and other Latin American countries.

In 2001, Jesús founded eMotion Interactive, a company that has developed national and international projects for companies such as Nike, Coca-Cola, Continental Corporations, Cadbury, Schweppes and SIEMENS, among many others. Today, Jesús continues to run his company, combining this activity with consulting and giving lectures.

01 UNDERSTANDING THE CUSTOMER

UNDERSTANDING THE NEW “OMNI-PRESENT AND HYPERCONNECTED” CUSTOMER

• What do we want to buy? The 2 main relations with the customer
• Needs, behaviors, expectations, and demands of the “Homo Smartphonis”
• The journey to Individualization: The 5 levels of connection with the customer
• Anticipation: Using technology to understand the customer

02 RENOVATING YOUR STRATEGY

YOUR STRATEGY: REDEFINING YOUR “MEANING” FOR THE NEW CUSTOMER

• Understanding what you really mean for your customer
• Easy-to-use tools to redefine your meaning for the customer
• Add-value / Add-engagement: The attributes that your customer truly values
• “Don’t tell me you love me… Show me!”: Mapping an evolving, engaging & unique Customer Journey

03 UNDERSTANDING ENGAGEMENT

THE PSYCHOLOGY AND TOOLS BEHIND ENGAGEMENT

• You are an expert, but you don’t know it: The video game & movie industries approach
• Engagement is a culture-driven result
• The 3 tests of engageme
• The user-voice: impact of engagement in a hyper-connected world

04 TAKING ADVANTAGE OF TECHNOLOGY AND TOOLS

A WORLD OF HYPER-NEEDS AND MEGA-SHIFTS

• Thriving in a world of technology abundance. Defining your strategy “updates”
• De-materialization: The starting point
• Technology paradigms for customer centricity: Datafication & individualization
• Technology paradigms for customer experience: Automation, disintermediation and new forms of interaction
• Technology paradigms to grow together: Cloud philosophy and exponential thinking

01

UNDERSTANDING THE CUSTOMER

• What do we want to buy? The 2 main relations with the customer
• Needs, behaviors, expectations, and demands of the “Homo Smartphonis”
• The journey to Individualization: The 5 levels of connection with the customer
• Anticipation: Using technology to understand the customer

02

RENOVATING YOUR STRATEGY

• Understanding what you really mean for your customer
• Easy-to-use tools to redefine your meaning for the customer
• Add-value / Add-engagement: The attributes that your customer truly values
• “Don’t tell me you love me… Show me!”: Mapping an evolving, engaging & unique Customer Journey

03

UNDERSTANDING ENGAGEMENT

• You are an expert, but you don’t know it: The video game & movie industries approach
• Engagement is a culture-driven result
• The 3 tests of engageme
• The user-voice: impact of engagement in a hyper-connected world

04

TAKING ADVANTAGE OF TECHNOLOGY AND TOOLS

• Thriving in a world of technology abundance. Defining your strategy “updates”
• De-materialization: The starting point
• Technology paradigms for customer centricity: Datafication & individualization
• Technology paradigms for customer experience: Automation, disintermediation and new forms of interaction
• Technology paradigms to grow together: Cloud philosophy and exponential thinking