Many of us can’t live without coffee…

There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a highly personalised experience.

The thing is…. when you try and brew your own at home it home it never tastes as good and the experience is just not the same. So how do you design an experience that customers can enjoy at home that rivals a café?

My guest in this episode Nick Lee, has spent a large part of his career focussed on designing the most innovative experiences in the world for coffee drinkers in the comfort of their own homes. Which he’s done all over the world with leading electronics brands like Phillips, Saeco and DeLonghi.

In this episode we explored:
The Starbucks effect
Some really interesting things you didn’t know about coffee
Some great stories of innovation
How to overcome product or tech centric cultures
Building personalisation into product experiences
Co-creating with customers

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

Many of us can’t live without coffee…
There’s nothing better than sitting in your local cozy coffee shop with a perfectly made coffee from your barista who knows exactly how you like it made. It’s a highly personalised experience.
The thing is…. when you try and brew your own at home it home it never tastes as good and the experience is just not the same. So how do you design an experience that customers can enjoy at home that rivals a café?
My guest in this episode Nick Lee, has spent a large part of his career focussed on designing the most innovative experiences in the world for coffee drinkers in the comfort of their own homes. Which he’s done all over the world with leading electronics brands like Phillips, Saeco and DeLonghi.
In this episode we explored:
<ol>
<li>The Starbucks effect</li>
<li>Some really interesting things you didn’t know about coffee</li>
<li>Some great stories of innovation</li>
<li>How to overcome product or tech centric cultures</li>
<li>Building personalisation into product experiences</li>
<li>Co-creating with customers</li>
</ol>
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
If you’re looking for help in the customer strategy &amp; experience design space go to www.customersmarts.co

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

Nick provides an insightful journey of how he designed one of the most innovative coffee machine experiences in the world that rivals many cafés.

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