1.
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#DES2016
#DES2016
Transforming The Marke0ng Organiza0on in the Digital Era
24 May 2016

2.
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#DES2016
Amanda Gosling Giovanni Crispino David Henche Liam McDwyer
Sales Director
Southern Europe
Area Business Lead
Dynamics CRM
Jeane;e Cajide
VP of Corporate
Development
Global Partner: IBM
Interac0ve Experience.
Area Manager Marke0ng &
Communica0ons

3.
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The Time For Digital Transformation Is Now
Time!
HumanProgress!
Source: waitbutwhy.com

4.
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Four Clear Messages Stand Out
• Companies need to think more broadly about experience
• The world will be radically different in 12 months
• What you don’t measure, you won’t get
• You need to build an ecosystem of talent
@amandamgosling @IBM

5.
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Focusing on the Customer
• The customer journey strategy
• How the customer experience will impact your business
• Leverage technology to know your customer iden0ty
@gcrispino @salesforce

6.
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Building Blocks of a CRM Project
Strategic Vision
Customer Knowledge
Tactical Vision
Value Proposition
and relationship model
Operational Vision
Automation and Feedback
DATAMART
@leaseplan

7.
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Customer Service – the new marketing
of consumers use web self-
service to find answers
76%
Customers are
57%
through the buying process
before they
talk to the supplier
@lmcdwyer @Microsoftirl

8.
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Where is it all going?
chatbot - a computer program
designed to simulate conversation
with human users, especially over
the Internet.
machine learning allows computers
to learn and find hidden insights
without being explicitly programmed
where to look
@lmcdwyer @Microsoftirl

9.
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• Innova0on will happen outside your box: API’s & SDK’s
• The future belongs to the fast
• The role of the CMO and CIO will become blurred
Innovate or Be Out-Innovated
@jeanettec007 @dialexa

10.
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#DES2016