Tomorrow’s Human Experience, A Virtual Summit - Eight Inc.

Tomorrow’s Human Experience, A Virtual Summit

May 21, 2020

The future has never looked less certain—for most, it’s business as unusual. Uncertainty, as ever, raises the stakes. But although rapid change demands nerves of steel from decision-makers, the upside is an explosion of opportunity. 

The potential has never been greater for companies to become one of the select group that customers will engage with, trust, and even love, in the future. Those who move last, not far enough, or without conviction, will lose. But those who go early, boldly, meaningfully, will become the new leaders—tomorrow’s Apple, Virgin Atlantic and Citibank.

This month at Eight Inc. we’ll be hosting a virtual summit. Over a series of conversations with industry leaders, we’ll explore the mindset that’s needed now to deliver the customer experiences of the future.

Together we’ll dive into the questions every business needs to answer: Why should they move now? What experiences will resonate tomorrow? How can those experiences be designed to offer the most value, for customer and business?

We’d love for you to join us.

Session 1: The Time is Now – REGISTER

A constant re-setting of the status quo had become the ‘new normal’ long before anyone had heard of COVID-19. While decision-makers have always asked whether they can afford to take ‘the risk’, the real question is now, more than ever, can they afford not to?

Industry standards are in perpetual flux. For those who lead the change, it’s a huge opportunity to deliver new value to customers. Risk must unquestionably be monitored, managed and mitigated. But companies shouldn’t seek the path with no risk, because that path doesn’t exist today. Instead, they should seek the right risk.

In the first of our summits, we’ll ask why tomorrow’s celebrated companies are making their moves, and taking their chances, today.

Have you made the moves you need to? How far have you gone? How can you future-proof your customer experience to stay ahead of evolving human behaviors, expectations, and the competition?

Session 2: Experiences That Matter – REGISTER

Providing great experience means delivering things that matter to people, in ways that matter to people.

Successful companies satisfy a need, enabling customers to move forwards in their lives. The more directly, easily or fully a need can be fulfilled, the more valuable that company is to the customer.

For companies to compete successfully, the key is to understand their relationship to their customers in ways that allow those customers to achieve their potential. When companies get it right and create things that matter to people, in ways that matter to them, it leads to great business results—the by-product of great creative solutions.

More than a one-off reward, it can launch a symbiotic relationship between the brand and the customer that perpetuates over time. This connection, between successful human outcomes and successful business outcomes, is what we call the ‘Return on Experience’.

In the second of our sessions, we’ll explore what tomorrow’s most valuable experiences will all have in common. What new products, services and experiences will your company offer in the future? What will keep you ahead of change, ambiguity and crisis?

Session 3: The Birth of Monochannel  – REGISTER

In our third and final session, we’ll explore how rebooting the relationship between the digital and physical can help us create experiences that are more holistic, more human.

Because how matters. As the sun sets on omnichannel, a new paradigm is taking shape: the end of channels as we know them. For today’s customers—who are increasingly digital-native—it’s meaningless to distinguish between print, digital and physical. We expect seamless experiences no matter the context: we expect a ‘monochannel’ experience.

The biggest opportunity in conceiving digital and physical holistically lies in the ability of the two to complement and augment each other’s strengths. When combined in the right way, it yields an organic cycle of intelligence for companies. Data informs experience, generating new data. The outcome is an ability to design better experiences and better products by creating an interwoven set of behaviors and offerings that build synergy and increase affinity.

Through a monochannel ecosystem, companies can create seamless interactions that intelligently build on themselves over time, offering a constant cycle of improvement. And for customers, it’s a  chance to engage with intuitive, relevant, frictionless experiences.

Are you thinking about the why, the what, and the how, of designing tomorrow’s human experiences? Perhaps as a business leader navigating change, or a design practitioner helping business leaders to do so? Our summit series will prove invaluable in making sure you’re asking the right questions and adopting the right mindset for success now.

This will be a discussion, not a broadcast—with a chance to ask questions beforehand, and hear them answered by our guest panelists during the summit.

Session 4: Return on Experience  – REGISTER

Nothing drives outstanding business results so much as an amazing customer experience—and nothing creates positive customer experiences like design.

The success of human-focused companies such as Virgin Atlantic, Citibank and Apple is not by accident. In a world where people are reassessing what is valuable to them, companies that are driven from a customer experience perspective will continue to gain competitive advantage and sustained relevance.

This connection—between successful human outcomes and successful business outcomes—is what we call the ‘Return on Experience’.

Session 1: The Time is Now
May 20 10.00 PST | May 20 13.00 EST | May 21 1.00 HKT

Speakers:
Steve Lidbury, Executive Principal, Eight Inc.
Steve is driven by his vision of a world full of relevant, integrated and connected experiences. He has two decades experience working with prestigious global design studios in London and Tokyo. As Executive Principal, Steve leads a team of strategic designers and business creatives delivering holistic experiences throughout EMEA.

Nikki Greenberg, Founder and CEO, Real Estate of the Future
As a futurist and thought-leader for the real estate industry, Nikki spends most of her time thinking, writing and discussing the accelerating trends affecting the built environment. She is the sitting co-chair of ULI New York’s Technology and Innovation Council, and the founder of Women in PropTech—the leading global PropTech education and networking organization. Nikki previously led the marketing team of the Fortune-500 global developer Greenland Holdings Group in Australia.

Jeanne Bliss, Founder and CEO, Customer Bliss
Jeanne has been called the ‘godmother of customer experience’. She coaches global leaders, guiding them to define, build and live the behaviors and actions that create deep, memorable relationships with customers. As the writer of four influential books, and as co-founder of the Customer Experience Professionals Association, she’s helped over 20,000 leaders around the world to recognize their most important strategic vision: improving lives.

Session 2: Experiences That Matter
May 27 10.00 PST | May 27 13.00 EST | May 28 1.00 HKT

Speakers:
Wilhelm Oehl, CXO, Eight Inc.
As Chief Experience Officer, Wilhelm looks both outward and inward — directing and driving the meaningful experiences we create for clients, and the experiences within Eight Inc. itself. Never a traditional designer, his work continues to have a global influence on product launches and presentations, creating an emotional connection with people.

Joseph Pine II, Co-Founder, Strategic Horizons LLP, Co-Author of The Experience Economy
Joseph Pine II is an internationally acclaimed author, speaker and management advisor. A lecturer on Columbia University’s Technology Management program, he also co-founded Strategic Horizons LLP to help businesses conceive and design new ways of adding value. Joseph has published several books, including ‘Mass Customization’, ‘The Experience Economy and Authenticity’, and ‘Infinite Possibility: Creating Customer Value on the Digital Frontier’.

Allison Johnson, CMO/EVP, PayPal
Allison leads the strategic marketing for PayPal and its family of brands, which includes Venmo and iZettle. Prior, she founded and ran the marketing and venture capital firm West as managing partner in San Francisco. Her clients included Twitter, Square, and Impossible Foods, as well as Braintree before it was acquired by her new employer. She was vice-president for worldwide marketing communications at Apple until 2011, which she joined from HP’s brand and comms department in 2005.

Session 3: The Birth of Monochannel
June 16 10.00 PST | June 16 13.00 EST | June 17 1.00 HKT

Speakers:
Matthew McNerney, Executive Director, Eight Inc.
Matthew develops experiences that transform how guests connect with brands through immersive environments and digital interaction. His work helps build community, foster empathy, and nurture brand loyalty through play and storytelling. As Executive Director, Matthew leads our New York studio’s communications team.

Neil Redding, Founder and President of Redding Futures
Neil Redding is Founder and Principal of Redding Futures—a streamlined consultancy that enables brands and businesses to evolve their model and performance by engaging powerfully with the Near Future. Neil has held leadership roles at Mediacom, Proximity/BBDO, Gensler, ThoughtWorks and Lab49.

Session 4: Return on Experience
Time to be determined

Speakers:
Tim Kobe, Founder & CEO, Eight Inc.
A design leader, Tim founded Eight Inc. in 1989. He writes and speaks regularly on innovation, technology, and holistic branded experience, contributing thinking that is sought by business leaders and designers across the world. Tim has overseen transformational brand experiences for some of the world’s leading innovative companies, including Apple, Virgin Atlantic and Xiaomi.

Chris Dobson, Executive Principal, Eight Inc.
Chris’s passion is design that helps people and culture move forward. By combining architecture and content smartly, he believes brands have the power to facilitate this progress. As Principal for Eight Inc., Chris leads our Hong Kong studio. He was previously Managing Director of experience agency Imagination, and founded The Labs—an experience design consultancy.

Joseph Pine II, Co-Founder, Strategic Horizons LLP, Co-Author of The Experience Economy
Joseph Pine II is an internationally acclaimed author, speaker and management advisor. A lecturer on Columbia University’s Technology Management program, he also co-founded Strategic Horizons LLP to help businesses conceive and design new ways of adding value. Joseph has published several books, including ‘Mass Customization’, ‘The Experience Economy and Authenticity’, and ‘Infinite Possibility: Creating Customer Value on the Digital Frontier’.