חדשנות בחוויית לקוח
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חדשנות בחוויית לקוח

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מצגת שהצגנו בכנס חוויית לקוח ב-19.9.2011

מצגת שהצגנו בכנס חוויית לקוח ב-19.9.2011

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  • 1. , "¯ , ,Assaf.b@adkit.co.il ,03-6194080 : 052-7202088 :
  • 2. 100 ¯ 100 - 100 -¯ 10 -¯ ¯ , , , : 10 , , ¯ , , ...: ¯ , , ¯ , ¯ 10 -¯, , , , ¯ 10 -¯ ¯ 5 1
  • 3. ¯ - CXI 1Customer Engagement – 2 3 Analytics – 4 ¯ 5 2
  • 4. 1 ¯¯ - ¯ ¯ 3
  • 5. Customer Engagement 2 Win-Win – Crowd Sourcing | ¯ / ¯ | || – ¯ / | – ¯| | ) / ( ¯ 4
  • 6. 3 ¯ ¯ ¯ : ¯| " | | IVR ¯ | 5
  • 7. - Analytics 4: ¯ – Speech Analytics – – Web/Text Analytics – , , ,, , – Video Analytics – , ¯ : Real-Time Analytics, Predictive Analytics Multi-Channel Analytics - 6
  • 8. ¯ 5 ( 91% - ¯ 76%) ¯ FG100 - 84% - ¯ 96.5% : ¯¯ 40% -¯ - ¯ – ¯ ¯ 148% – Twitter - @ - Fortune 100 - 89% – Wall - 72% - Facebook -ComScore, 2011 ¯ 7
  • 9. ,¯ analytics - ¯ - VTM ¯ ¯ 8
  • 10. – Comcast VOD - ¯ , , ¯ ¯,20% -¯ :TV . " ¯ intel+pace plc : " ThePlatform : 2012 AT&T 9
  • 11. – Comcast ¯ ¯ - MyTV , , ) ( Facebook- ( ) ¯ Share - Like ¯ - Friend Trends¯ 10
  • 12. ¯ - Assurant " , , ¯ ¯ :RAMP - Real-time Analytics )Matching Program , ( 16% ¯ ,Call Center- " " IBM 2011 ¯ 11
  • 13. - Assurant 6 ? 6- ¯ ¯37% / 29% ¯ ¯ " " ¯ DNC ¯ ¯ ¯ - ¯ -20% -25% (16%- ) 47%- 12
  • 14. – KLM: ¯ , KLM ¯ : - Bluenity ¯ ¯ – ¯ – – , – -2009 ¯ 2011 - ¯ 13
  • 15. – KLM (2010 ) – KLM Surprise FourSquare - Check-in- , Facebook (2010 ) Twitter ¯ – Fly2Miami ¯ " Twitter- ¯ ¯ KLM ( ¯ 150) ¯ ¯ ¯ (2011 Facebook - Crowd sourcing – Bright Ideas ) FB - ¯ , ¯ (2011 ) - 24h Service Hyves Facebook, Twitter - 24 - ¯ ¯ KLM 14
  • 16. – Domino’s Pizza : " " , ¯ - 2009 ¯ 2011¯ 15
  • 17. ¯ - Domino’s Pizza : ¯ Tracker - , , ¯ - ¯ - - ¯ - ¯ : ¯ - Times Square - - Times Square - ¯ - – Tate’s Voicemail Show Us Your Pizza ¯ ¯ - -3 20% - ¯ , 16
  • 18. Ziraat Bank - Virtual Teller Machines(" ") : ¯ ¯ ¯ , " " ¯ - VTM ¯ , - 24/7 - - / - VC - 2010 VTM 17
  • 19. – Ziraat Bank: ¯ ¯ ¯ ¯ ¯ ¯ Contactless ¯ , ¯ 18
  • 20. ¯ VTMs – Ziraat Bank 30 -¯ 350,000 ¯ ¯ 2015 ¯ 1,000 ¯ : ¯ ¯ 2 ¯ 19
  • 21. ? ROI - analytics - IT- 1 2 – 3- ¯ 20
  • 22. , ¯ ¯ ¯ . ¯ ¯ . ¯ ¯ , . " , ¯ ¯ , .¯ ¯ , , ¯ , . ¯ 21