A Good Customer Experience balances 
Shifting customer needs 
on the Outside 
@sujamthe 
AND 
Competing Organizational 
an...
Maximizing your 
Return 
On 
Customer Experience 
Sudha Jamthe (@sujamthe) 
Mobile Leader – Operations & Growth @eBay 
htt...
@sujamthe 
3 
Thanks to 
@Briansolis
THREE I’s OF CUSTOMER OPPORTUNY 
• Customer Identity 
• Customer Intent 
• Customer Intelligence 
@sujamthe
1: IDENTITY - ALWAYS ON Customer 
@sujamthe Image Credit: http://psychologyminute.com/?p=85
1. IDENTITY – Open to share location 
@sujamthe
2. INTENT - SPLIT MULTISCREEN & MULTICHANNEL 
@sujamthe 
Source: Google/IPSOS Research Data
3. INTELLIGENCE – BEHAVIORAL SHIFTS 
MULTISCREEN & MULTICHANNEL 
100 
80 
60 
40 
20 
0 
-20 
device dominance 
ios 
andro...
3. INTELLIGENCE – BEHAVIORAL 
SHIFTS WITH IOT 
@sujamthe
THREE S OF ORGANIZATIONAL TENSION 
• Digital Strategy 
• Product Strategy 
• Business Strategy 
@sujamthe
Balance Innovative Roadmap with Growth & Market 
Changes 
@sujamthe 
Innovation 
Adapt to 
market 
Benchmark to 
market 
A...
Questions? 
@sujamthe
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Sudha jamthe slides totally digital 2014

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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.

Published in: Business
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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
  • Sudha jamthe slides totally digital 2014

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