By anticipating needs from moment to moment.
Companies must zerofy friction to create naturally fulfilling moments.
Friction is penalized while effortless interactions will become more commonplace.
Customers willing to pay more to guarantee good experience
Organizations changing business models to improve CX
Spend of customers who had the best past experiences over worst
Revenue growth of CX leaders vs. laggards
Likelihood of loyal customer to try new offering over rest
Directed, one-dimensional experiences
Reactive, manual customer service
Disappearing, intuitive interfaces
Autonomous, predictive interactions
Ubiquitous “always-on” pull
A major Chinese superplatform launched a grocery store which aims to merge the digital experience of online shopping via a mobile app and a highly customized in-store experience for shoppers.Learn more.
Create extreme personalization in real-time
Momentization is about being present in the rhythm of a customer’s life.
Customers will almost expect the unexpected: brands showing up to deliver surprising “micromoments of value”.
Consumers who wish their shopping experience more personalised
Shoppers who are satisfied with current level of personalisation
Consumers are willing to share personal data in exchange for personalised offers or discounts
U.S. marketers who see measurable improvements due to personalization
Revenue lift from personalization
Companies are truly capable of consolidating data into a single view of the customer
Static demographic segments
HIGH-RESOLUTION MOTION CAPTURE
At LumenLab we built Vitana, an insurance product for pregnant women to protect against gestational diabetes (GD) that does not require patients to file any claims.Learn more.
Dissolve traditional boundaries to fuse value across ecosystems
Leverage partners to serve customer JTBDs end-to-end in an integrated experience.
Taking an ecosystem approach is imperative, which means integrating third parties into your value proposition, or reaching customers through platforms.
Companies that don’t fit into the ecosystem will grow less relevant to customers.
ecosystem revenues by 2025
The rise of “feat.” in today’s music
American executives who believe ecosystem participation allows businesses to innovate.
Vertically integrated around supply chain
Build upstream & downstream partnerships
Horizontally integrated around consumer needs
A maps company makes its products available through APIs for their partners to use.Learn more.
Zero X: The Customer Relationship of the Future
At LumenLab, we periodically take the pulse of the moment, to understand what customers expect of their brands. In the past 18 months, the consumer zeitgeist has shifted dramatically. Rather than focus on frequency, we hear the need for trust. Customers no longer give brands blanket permission to bombard them; they provide provisional permission, only in certain circumstances to help them and then ask brands to “get out of the way”. Trust is fluid, and we, as brands, need to adjust.
Offer services that are sustainable, transparent and fair
Offerings must be built for the long-term.
Companies can engage customers in non-zero-sum collaborations.
Companies that take advantage of customers or obfuscate will lose trust.
customers who are willing to pay more for a product that offers complete transparency
the share of executives saying their companies’ top reasons for addressing sustainability include improving operational efficiency and lowering costs
Consumers surveyed who indicated that they were more likely to be loyal to a brand that offers transparency
Executives saying company performance on sustainability is at least somewhat important to attracting and retaining employees
Differentiate to consumers
Fully fledged products
* Source: Eric S. Raymond, The Cathedral and the Bazaar, 1999
Meet customers where they are
Differentiate to partners
Features to nest elsewhere
A Malaysian company is providing greater transparency around provenance and supply chains related to food.Learn more.
Transform brand relationships to engage Me, Inc customers
A significant proportion of workers are now their own independent brand, service providers, influencers – expanding the empire of their own personal economy.
Marketplaces and platforms empower people to form personal economies.
Companies need to build new forms of relationships with customers to take advantage of the role they play in distribution.
Influence of non-celebrity for in-store purchases over celebrities
Consumers influenced by social media while shopping at a store
Millennial consumers who are influenced by the recommendations of their peers in buying decisions
HIDE AND SEEK
Companies sell, customers buy
Trust in brands
Raising NPS focuses on quieting detractors
Lines blur between buyer and seller
Trust in peers
A platform company has emerged that allows eSports and online gaming enthusiasts to build a following and a personal economy.Learn more.
Develop a high enterprise EQ to resonate with high EQ customers
Are you driving a customer culture that is resilient, learning, adaptive, creative, and transparent?
Consumers ask brands to adapt; Resilience is not just for your kids.
In the millennial generation, transparency and your brand’s ability to morph to their unique snowflakes are part of building your company’s EQ.
Half-life of a learned skill
CEOs who believe their organization lack skills to adapt
Average tenure on job
Income per employee multiple for training
Economies of scale
Classic hierarchical pyramid
Snowflakes at scale
A Silicon Valley company runs over 1000 experiments with real customers every year to keep a finger on their pulse.Learn more.
We bring years of experience in designing and delivering workshops and bootcamps for industry leaders that result in real impact for the business.
We’ve worked with leading Fortune 500s in financial services to drive a culture of innovation in order to uncover new businesses and fundamentally reshape how the industry engages with its customers.
Contact us to explore collaboration opportunities here
Chief Innovation Officer for the company’s Asia region and Chief Executive Officer of LumenLab, an industry-first innovation centre based in Singapore. As a member of MetLife’s Asia Leadership Group, he is responsible for steering the company’s innovation agenda across the region, with a focus on addressing the health, aging, and wealth needs of Asia-based consumers.
Zia has been lauded as “rare visionary who is able to translate bold ideas into concrete actions” and speaks frequently on topics such as driving innovation through culture and how to partner for inclusion.