Sudha jamthe slides totally digital 2014

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Sudha Jamthe keynote at Totally Digital Conf 2014. …

Sudha Jamthe keynote at Totally Digital Conf 2014.

Covers the 3 I's of Customer Opportunity and 3 S of Organizational Strategy to balance to create the best balanced Customer Experience.

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  • Image credit: karnina Marlow from mas110sem22012-lab03.blogspot.com
  • Image Credit: http://psychologyminute.com/?p=85
  • Image Credit: Tibco spotfire
  • Image Credit: http://www.businesscomputingworld.co.uk/apis-powering-the-internet-of-things/
  • Image credit: karnina Marlow from mas110sem22012-lab03.blogspot.com

Transcript

  • 1. A Good Customer Experience balances Shifting customer needs on the Outside @sujamthe AND Competing Organizational and Business Goals on the Inside
  • 2. Maximizing your Return On Customer Experience Sudha Jamthe (@sujamthe) Mobile Leader – Operations & Growth @eBay http://slideshare.com/sujamthe
  • 3. @sujamthe 3 Thanks to @Briansolis
  • 4. THREE I’s OF CUSTOMER OPPORTUNY • Customer Identity • Customer Intent • Customer Intelligence @sujamthe
  • 5. 1: IDENTITY - ALWAYS ON Customer @sujamthe Image Credit: http://psychologyminute.com/?p=85
  • 6. 1. IDENTITY – Open to share location @sujamthe
  • 7. 2. INTENT - SPLIT MULTISCREEN & MULTICHANNEL @sujamthe Source: Google/IPSOS Research Data
  • 8. 3. INTELLIGENCE – BEHAVIORAL SHIFTS MULTISCREEN & MULTICHANNEL 100 80 60 40 20 0 -20 device dominance ios android windows mac_os_x 45 55 65 75 85 95 105 p % of sessions on dominant device @sujamthe
  • 9. 3. INTELLIGENCE – BEHAVIORAL SHIFTS WITH IOT @sujamthe
  • 10. THREE S OF ORGANIZATIONAL TENSION • Digital Strategy • Product Strategy • Business Strategy @sujamthe
  • 11. Balance Innovative Roadmap with Growth & Market Changes @sujamthe Innovation Adapt to market Benchmark to market Align Business metrics to drivers
  • 12. Questions? @sujamthe