Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or service use. Experiences are created through interactions with things, people and the surroundings. Sharing of experiences happens across both physical and digital worlds, from a smile or a laugh, to a smiley face emoticon. The boundaries between physical and digital are blurring, even merging. Instant feedback, instant photos, instant communications, shared easily, quickly and without hesitation, or forethought. People like to share their experiences with their family, friends, co-workers and in general with the world around them. It is not only possible to capture, understand and learn from all of these digital interactions, but, the future of business just might depend on it and doing so requires planning and execution. Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered. The simple idea is to learn from what is shared, turn it into information, provide insights to people that need it and then actions to be executed, all to further enhance the customer experience. There are a lot of moving parts, including technology as one, along with people and process. The imperative is to start with listening and progress to insights, actions and knowledge. Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? Each customer interaction is an opportunity to learn and grow. From first Ad impression and Website visit, to product purchase, product use, service interaction, receiving a bill or talking to support, each element has a unique input to, and impact on, customer experience.
 The technology, how it is used by people and the process required;

1. CUSTOMER
Enterprise Customer Experience
The people, internal processes and technology required to listen, guide and engage your customers in the digital world…

2. This is Customer Experience
a superset of sensations, emotions and
perceptions felt by your customers
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3. Sharing of Experiences
happens across the physical world
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4. and Sharing of Experiences
happens within the digital world
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5. Engagement at all Ages
help customers to participate with you, feel a part
of your company and culture
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6. Consider the Landscape
see the world as your customers do, consider
their view and their perspective
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7. Experience is not a Process
an experience is visceral, a highly individual
response to stimulus (or lack of)
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8. Mirror Image
a customer‟s experience with your products or
services is a reflection of your culture
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9. Enterprise Customer Experience:
The people, internal processes and
technology required to listen, guide
and engage your customers in the
digital world
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10. Rivers of Data
volume and velocity of data is both a blessing
and curse, the value is information and insight
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11. Listening and Hearing
Filtering image
filtering and prioritizing are the starting point table
stakes, acting and engaging are next 11

12. Context Transforms Data
data without context, such as time, location,
emotion or customer details lacks value 12

13. The Objective is Insight
through the fog of data, it is that critical piece of
information can make all the difference
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14. Too Much Data
act on what is heard and measured, or do not
waste time listening and reporting
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15. Time is Precious
Insert Watch Picture
time needs to be respected, though it feels
infinite, it is a finite commodity
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16. Do I have your Attention?
seven seconds, 140 characters, above the fold,
that is your perspective, what about the
customer, the individual, the person
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17. Are You Listening,
Or Waiting To Talk?
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18. Digital Interactions
each is an opportunity to learn and act
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19. Just out of Reach
that emotional connection with your customers, it
takes real effort to achieve
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20. Systems of Engagement
not sure they exist, that does not mean stop
trying to engage your customers
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21. Expectations
are constantly changing, different with each
customer
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22. Communications
keep the lines of communication open, make it
easy for your customers to participate 22

23. Where do you Stand
context bridges the gap between trust and
reputation, between you and your customers 23

24. Service Excellence
a harmonious dance among people, process and
technology
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25. Perspective
customer experience is not what you design, it is
what the customer perceives it to be
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26. Collaboration is Required
“customer experience is a team sport”
Kerry Bodine, Forrester 26

27. Brand Participation
some do…and some do not – respect them all
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28. A Thought about SFA
sales force automation has a place, is necessary,
but it is an inward facing discipline
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29. at the End of the Day
consider your customer‟s needs, their jobs-to-be
done and their values, that is a start
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30. Charting the Course
To Enterprise Customer Experiences
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31. Social Media Initiatives Mature
• Beyond Departments
• Beyond „Likes‟ and „Follows‟
• Beyond „shooting from the hip‟
• Beyond Uncoordinated efforts
Towards Digital Programs
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32. Digital Communication Programs
• With Coordination Across Depts.
• With Defined Success Metrics
• With Emergent Analytics
• With Modest Governance
Teeing up Social CRM
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33. Social CRM:
The Starting Point for Enterprise
Customer Experience
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34. The Value of Social CRM
• Coordinated Customer Facing Programs
• Technical and Business Integration
• Advanced Analytics Leading to Insights
• Personal Interactions and Engagement
Is Social CRM Part of CRM?
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35. YES!!
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36. The Evolution of CRM
• Social CRM is Absorbed by CRM
• Front to Back Office Coordination
• Repeatable Process, Governance
• Community, Content, Collaboration
• Universal Access to Information
You are now Ready
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37. A Completed Enterprise Customer
Experience Vision includes:
• Customer Insights,
• Directed, Personalized Interactions
• Predictive Analytics
• Conversational Communications
• A Collaborative Organization
• Social Business Maturity
• Thriving Communities
• Consistent Content, all Channels
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38. Jump in
are you ready to take the plunge?
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39. give me a shout
Twitter: @mjayliebs
Phone: (+1) 802 857 5197
Email: mitch.lieberman@dri-global.com
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40. or, read the
white paper
We have written a Paper which explains things in more
detail. If you fill in the form, I would be happy to send it
along.
If you do not like forms, please just send me an email
mitch.lieberman@dri-global.com
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41. photo credit
Mitch Lieberman, except:
http://rsanityrvtravels.blogspot.com/2011_10_01_archive.html
http://www.beat102103.com/beat-breakfast-blog/2011/11/15/
battle-of-the-sexes-who-can-keep-a-secret-for-longer/whispering-women/
http://www.mamamia.com.au/parenting/wombtube-overshare-much/
http://www.gadarian.com/blogging-for-interaction/
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