Sponsored by:
The Customer Engagement Imperative:
Connecting for Competitive Advantage
Jay Bourland
SVP & General Manager
Tom Hoffman
Executive Business Editor
Meet the Team
2014 1to1 Media. All rights reserve...
Logistics
Please turn off your pop-up blockers
 To enable interactive features
Download a copy of the slides
 Click the ...
 The customer and market trends that are driving the need for
companies to deliver engaging omnichannel experiences
 The...
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
Customers Are Empowe...
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
Gaining a More Unifi...
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
7
Jay Bourland
SVP &...
8
Customer Engagement
Today…. anytime, anyplace
9
The Explosion of Peer Influence
10
Remember when shop keepers knew who you
were? Your customers still expect that!
11
What Is Customer Engagement?
“Customer Engagement is a
customer's emotional response to their
Total Customer Experience...
12
Treat Each Customer Like She Is the Only One
13
Engagement Drives Business Results
14
Context
Reason for
interaction
Channel,
time &
location
Manned or
unmanned
Recent
account
behavior
Recent
interactions
...
15
“Uplift analysis is a must- consider
concept for every organization with
significant campaign management
activities”
Ga...
16
17
Efficient, Compliant, Multichannel
Follow-up
18
Channel, Type, and Customer Preference
A multi-channel
approach must be
orchestrated on
‘ensemble
interactions’ that
cr...
19
Example – Video Billing
20
Example – Video Billing
21
Example – Video Billing
22
Example – Video Billing
23
Example – Video Billing
24
Use this slide for a
Full-bleed image
Theessenceof
long-lastingrelationships
Connected Interactions
• Guided User Exper...
25
Four Obstacles to Change
Communication platforms are often channel specific, designed to
handle large volumes with limi...
26
Recommended Steps
Costly, one-off solutions Single-source savings
Inefficient, redundant efforts Streamlined, integrate...
Jay Bourland
SVP & General Manager
Q&A with Jay
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark...
28
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The Customer Engagement Imperative - Connecting for Competitive Advantage

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Pitney Bowes SVP & GM, Customer Engagement Solutions Jay Bourland explores the benefits of examining the sum total of each customer's interactions with a company and how these insights can be used to provide a single view—and a one-to-one connection—with each customer.

Key takeaways include:

The customer and market trends that are driving the need for companies to deliver engaging omnichannel experiences

The definition of "true" customer engagement
Strategies for dismantling organizational and technical silos to deliver a holistic customer experience

How companies across different industries are using incremental approaches to drive engagement and are rewarded with powerful business returns

* Slides taken from 1to1® Media webinar broadcast July 15, 2014. View the webinar recording: http://go.1to1media.com/l/36442/2014-06-30/nb4h

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The Customer Engagement Imperative - Connecting for Competitive Advantage

  1. 1. Sponsored by: The Customer Engagement Imperative: Connecting for Competitive Advantage
  2. 2. Jay Bourland SVP & General Manager Tom Hoffman Executive Business Editor Meet the Team 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 2
  3. 3. Logistics Please turn off your pop-up blockers  To enable interactive features Download a copy of the slides  Click the green resource widget Have a question for our presenters?  Click the red Q&A widget Helpful tools  Use the help widget for tech issues Twitter Hashtag #1to1media Adjust volume Download slides HelpEmail 1to1 Ask a question Speaker bios 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 3
  4. 4.  The customer and market trends that are driving the need for companies to deliver engaging omnichannel experiences  The definition of “true” customer engagement  Strategies for dismantling organizational and technical silos to deliver a holistic customer experience  How companies across different industries are using incremental approaches to drive engagement 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Agenda 4
  5. 5. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Customers Are Empowered with Intelligence at Their Fingertips 5
  6. 6. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Gaining a More Unified View of the Omnichannel Customer 6
  7. 7. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 7 Jay Bourland SVP & General Manager
  8. 8. 8 Customer Engagement Today…. anytime, anyplace
  9. 9. 9 The Explosion of Peer Influence
  10. 10. 10 Remember when shop keepers knew who you were? Your customers still expect that!
  11. 11. 11 What Is Customer Engagement? “Customer Engagement is a customer's emotional response to their Total Customer Experience.” -- Chris Kirby, Fifth Quadrant “Proactive involvement.” -- Peppers & Rogers
  12. 12. 12 Treat Each Customer Like She Is the Only One
  13. 13. 13 Engagement Drives Business Results
  14. 14. 14 Context Reason for interaction Channel, time & location Manned or unmanned Recent account behavior Recent interactions Recent marketing activity
  15. 15. 15 “Uplift analysis is a must- consider concept for every organization with significant campaign management activities” Gareth Herschel, Gartner, “Predictive Modeling Now more than Ever”, Gartner Customer 360
  16. 16. 16
  17. 17. 17 Efficient, Compliant, Multichannel Follow-up
  18. 18. 18 Channel, Type, and Customer Preference A multi-channel approach must be orchestrated on ‘ensemble interactions’ that create differentiated and compelling experiences. –Gartner, 2013 A Forrester Consulting Thought Leadership Paper Commissioned By Sitecore: The Multichannel Maturity Mandate, May 2012 “ ” Discover ● ● ● Search ● ● ● Research ● ● ● ● Compare ● ● ● ● Decide ● ● ● Use ● ● Get help ● ● ● ● Share ● ● Personalize ● ● ● ● ● Trust ● ● ● Evangelize ● ● ● Friend ● ● ● Purchase ● ● ● ● ●
  19. 19. 19 Example – Video Billing
  20. 20. 20 Example – Video Billing
  21. 21. 21 Example – Video Billing
  22. 22. 22 Example – Video Billing
  23. 23. 23 Example – Video Billing
  24. 24. 24 Use this slide for a Full-bleed image Theessenceof long-lastingrelationships Connected Interactions • Guided User Experience • Intelligent Best Next Actions • Cross Channel Delivery • Personalization • Channel Coordination • Ongoing Conversation • Connected Interactions • Channel Aware Deep Understanding of Customer • Accurate Data (Data quality) • Historical Data • Demographics • Contextual Data • Location Data • Customer Behavior • Customer Preferences • Predictive Analytics
  25. 25. 25 Four Obstacles to Change Communication platforms are often channel specific, designed to handle large volumes with limited customization. Organizational silos and disparate technologies make it difficult to capture meaningful customer insights, and then incorporate these insights into everyday engagements. Barriers between business and IT increase time to market and reduce agility. Limited visibility into customer relationships across the full enterprise leads to duplicate, non-relevant, untimely messages that increase opt-out rates and erode trust.
  26. 26. 26 Recommended Steps Costly, one-off solutions Single-source savings Inefficient, redundant efforts Streamlined, integrated workflows Siloed, business-level apps Enterprise-level communications Internally-focused requirements Winning customer experiences Documents Move away from Customers and relationships Embracing the future
  27. 27. Jay Bourland SVP & General Manager Q&A with Jay 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 27
  28. 28. 28

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