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Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
Social Business and Customer Journey Management
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Social Business and Customer Journey Management

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My presentation at the 2014 Social Business Forum in Milan. …

My presentation at the 2014 Social Business Forum in Milan.

Event tracking for dynamic customer journey mapping to idntify touchpoints where businesses can improve customer experience and flow.

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Transcript

  • 1. linkedin.com/in/marktamis @marktamis Mark Tamis TouchFlows Managing Partner Social Business and Customer Journey Management
  • 2. Stimulus
  • 3. Touchpoint
  • 4. Experience
  • 5. Moments of Truth
  • 6. Communications Revolution
  • 7. Connected Anywhere, Anytime
  • 8. An Interconnected World
  • 9. Source :E&Y Consumers on board, June 2014
  • 10. Digital Influence
  • 11. Experience Lifecycle
  • 12. Customer Journey Mapping
  • 13. Service-Design logic is driven by an innate purpose of doing something for and with another party, and is thus customer-centric and customer responsive
  • 14. Reduce Frictions in the Customer Flow
  • 15. Making Customer Journeys Successful
  • 16. Touchpoints
  • 17. Nudge Improvement
  • 18. Moving Beyond Contact and Transactional Data
  • 19. Rich Profiles Through Big Data and Social Media Interaction
  • 20. Monitor, Capture, Sollicit Feedback, Analyze
  • 21. Website Session Website Session Website Session CallCenter Question LoyaltyCard PromoEmail LoyaltyCard SignUp MajorProduct PurchaseinStore Store all the detail, in time order Capture Events
  • 22. filter customerjourneys time
  • 23. customerjourneysalign relative timetime before after
  • 24. Use Context and Behaviour Patterns to Anticipate Expectations
  • 25. Optimize for Business Outcomes Get The Big Picture!
  • 26. Touchpoint & Mapping Experience Analysis are your Journey GPS
  • 27. What Impact on the Organisation?
  • 28. Why Does Digital Transformation Seem Mainly Internally Focused? Source PwC: The Cloud you don’t know
  • 29. Journey Mapping helps you Focus
  • 30. Breaking Down Silos
  • 31. Goals Objectives KPI Metrics Target
  • 32. How It Fits Together In Social Business Source : HBR Putting the Service-Profit Chain to Work
  • 33. Business & Customer Intelligence Value Proposition Capabilities Customer and Business Outcomes Business Vision and Strategy Portfolio Service Feedback & analysis Capabilities and Collaboration
  • 34. Linking Customer Journeys and Social Business
  • 35. linkedin.com/in/marktamis @marktamis TouchFlows 64 rue Anatole France 92300 Levallois Perret France Mark Tamis Managing Partner

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