Customer Experience: Future Trends & Insights

A session at SXSW Interactive 2011

Saturday 12th March, 2011

3:30pm to 4:30pm (CST)

To build a Social Media Experience that drives value, you must focus on addressing seven strategic questions. In this session Colin Shaw, author of 3 best-selling books on Customer Experience, reveals that over 50% of a Social Media Experience is about emotions, how a customer feels. Emotions are at the heart of driving human behavior, however most organizations ignore this fact. Organizations are too caught up in the rational aspects of the online experience rather than the emotional side.

Colin will reveal ground- breaking research from his new book in Fall 2010: Customer Experience: Future Trends & Insights, which looks at Social Media as a key strategic trend. Colin also reveals the discovery of a subconscious experience that has a massive effect on a Social Media Experience. He will disclose new ground-breaking psychological research which has uncovered what drives or destroys value in a Social Media Experience. Finally he puts this all in the context of seven key strategic questions an organization needs to answer, and the specific actions they need to take to build a Social Media Experience (SMx) that drives value.

You will learn:

  • Seven key strategic questions for building a great Social Media Experience (SMx)
  • How to design and build an emotionally engaging SMx
  • What Customers really want from a SMx
  • The attributes of a SMx that drive & destroy value
  • Explore case studies to learn from other organizations

About the speaker

This person is speaking at this event.
Colin Shaw

Author of 4 books on Customer Experience. Founder, Beyond Philosophy, Thought Leading CEM consultancy. Speaker. Husband, Father of 3. Luton Town FC supporter. bio from Twitter

14 attendees

  • Alissa Hurley
  • Anita Cator
  • Devi
  • Bruce MacVarish
  • Colin Shaw
  • crcarlson
  • PF Samuelson
  • Jesse Burkunk
  • John Turner
  • Georgetta Nicol
  • Patricia Marinho
  • Robert Leefmans
  • Rory ︻╦╤─
  • rpmware

21 trackers

  • Ashley Novak
  • Bruno Alves Mendonça
  • Abhilash
  • Chris Sweet
  • domobrien
  • Gail Doggett
  • Orson Ka'ili
  • Michael Koukoullis
  • Loulia Miller
  • Penny Kim
  • Pete Hwang
  • Prospero's World
  • Rafael Torres
  • Raj Samuel
  • Shelley Cook
  • Sheryl Soo
  • Stephanie Fletcher
  • Tan Lam
  • Joe Newton
  • TyKisha
  • Eamonn Murphy

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Time 3:30pm4:30pm CST

Date Sat 12th March 2011


Ballroom G, Austin Convention Center

Session type

Book Reading

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Books by speaker

  • Customer Experience: Future Trends and Insights
  • The DNA of Customer Experience

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