Creating WOW Customer Experience for IOT Applications Through Design Thinking Approach

Satisfactory customer experience is vitally important in the highly competitive consumer market. The WOW experience often relies upon the processes of Internet of Things (IOT) through improving communications, reducing waiting time, gathering consumer data, gaining new business insights, etc. The application of Design Thinking becomes highly relevant in the designing of a complete blue-print of customer experience to satisfy customer needs in your everyday business transactions. Upon completion of the seminar, participants will be able to: - understand the rational and emotional drivers for creating WOW customer experience - integrate the IOT into customers' daily lives (clothing, food, housing and transportation) for maximizing the WOW effect - realize a series of design thinking tools for enhancing customer experience including "Empathy Map", "Brainstorming", "Extremes and Mainstreams", "How Might We", "Customer Experience Extension", "Rapid Prototyping" and "Peak-End Rule"