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,   "¯    ,     ,Assaf.b@adkit.co.il         ,03-6194080 :       052-7202088 :
100                                        ¯    100 -                                        100 -¯         10 -¯         ...
¯           - CXI                                    1Customer Engagement –               2                               ...
1        ¯¯    -            ¯    ¯                3
Customer Engagement                         2                              Win-Win        – Crowd Sourcing    |           ...
3                       ¯   ¯                           ¯   :           ¯| "    |           | IVR   ¯   |                 ...
- Analytics              4:                         ¯                      – Speech Analytics –                    – Web/T...
¯           5                 (             91% -            ¯ 76%)                                 ¯ FG100 -             ...
,¯       analytics -                       ¯                      - VTM                 ¯     ¯                           ...
– Comcast                              VOD -                 ¯         ,   ,                ¯        ¯,20% -¯ :TV       . ...
– Comcast           ¯                       ¯                      - MyTV    ,          ,                   )             ...
¯                                                       - Assurant                "    ,                   ,              ...
- Assurant            6                                ?                                                         6-      ¯...
– KLM:                      ¯ ,                   KLM         ¯     :                    - Bluenity                 ¯     ...
– KLM                    (2010       )                         – KLM Surprise                                        FourS...
– Domino’s Pizza                          :                      "       "    ,             ¯        - 2009    ¯          ...
¯           - Domino’s Pizza            :     ¯                       Tracker -        ,                 ,           ¯    ...
Ziraat Bank - Virtual Teller Machines("   ")                                                       :                      ...
– Ziraat Bank:   ¯        ¯                 ¯                              ¯                  ¯                      ¯    ...
¯          VTMs – Ziraat Bank           30 -¯               350,000                                  ¯                    ...
?    ROI - analytics - IT-       1                                2                      –         3-              ¯      ...
,        ¯                                                   ¯                 ¯                                          ...
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חדשנות בחוויית לקוח

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מצגת שהצגנו בכנס חוויית לקוח ב-19.9.2011

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Transcript of "חדשנות בחוויית לקוח"

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