At the recent Omni-Channel banking conference held in Johannesburg, Effective Intelligence speaker Edward Bothma discussed ways business can use simple playground psychology to better understand consumer demands for richer customer experience.

1. © 2014 Effective Intelligence®
Edward Bothma
Business Development Manager
Effective Intelligence

3. You know her, you’re are in control,
you're her favourite

4. You are out-numbered, they are in control,
each wants to be heard, each has unique demands…

6. Customer Experience
1. We have to know WHERE to listen
2. We have to know WHAT to listen for
3. We have to know what to DO with the information
4. We have to know what we will SAY
5. We have to know how we will REACT
Q: What are the five most important considerations for planning your
omni-channel customer experience strategy ?

7. Enter - Orchestration Hub’s (OH)
“ Real-time customer
engagement platforms
that allow organisations
to orchestrate customer
journeys and experiences
across their client
systems, data and
touch points. “

8. (OH) Applications
L I S T E N > E N H A N C E > A N A L Y S E > D E C I D E > A C T

9. chiefmartek.com
“I think the concept of marketing orchestration platforms are incredibly
promising.
“To me, they are a part of this emerging category of “marketing
middleware” — software that helps you connect all the other software
applications in your marketing technology stack and, in doing so, makes all
of them work more effectively together.
Scott Brinker of Chief Marketing Technologist

10. 5 Take Away Key Points
1. Think differently about the way you listen
2. Listen everywhere, all at once, respond immediately
3. Enhance your understanding of your customer with analytics
4. Move continuously toward data driven decision making
5. Automate repeatable communication processes
Here are 5 key considerations for instrumenting an
‘Orchestrated’ approach to managing Omni-channel
Customer Experience

11. Questions ?