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Why are we talking about data?

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Why is Data the hottest topic these days? What does it have to do with the CCE (Continuous Customer Experience)?

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Why are we talking about data?

  1. 1. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 1 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Are we talking about Data? Why?
  2. 2. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 2 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph These are just the symptoms
  3. 3. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 3 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Change or Opportunity? What came first,
  4. 4. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 4 Book Keeping Excel BIDB ERP CRM A long long time ago…
  5. 5. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 5 CCE = Continuous Customer Experience
  6. 6. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 6 A person’s life Your brand’s part in a person’s life
  7. 7. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 7 A person’s life Your brand’s part in a person’s life Your brand’s part in a person’s life
  8. 8. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 8 The law of Mutual Benefit An interaction between Two parties will yield the greatest overall value when the perceived benefit of each of the parties, from the interaction, is maximal.
  9. 9. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 9 YOAV & The Relationship
  10. 10. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 10 1. Revenue from purchase of device, or maybe 2. Profit from purchase of device, or maybe 3. Quarterly Revenue from client, or maybe 4. Quarterly Profit from client, or maybe 5. Yearly Revenue from client, or maybe 6. Yearly Profit from client, or maybe 7. Lifetime Revenue from client, or maybe 8. Lifetime Profit from client.
  11. 11. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 11 1. My phone works excellent 2. I bought my phone for a price I perceive as fair 3. People say good things about Samsung phones in general and about my model specifically. 4. Samsung is a Leading company 5. I can get service for my device easily 6. Every time I get service, it's a great experience (I get a good answer, they solve my problem, they are kind, they are professional... YOAV
  12. 12. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 12 Maximum Lifetime Value
  13. 13. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 13 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph So make sure your CE is: Excellent Consistent Precise Timely Stands out In line Simple Made to fit Flexible Fun
  14. 14. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 14 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph How? Data strategy is the first step!
  15. 15. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 15 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  16. 16. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 16 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  17. 17. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 17 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  18. 18. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 18 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  19. 19. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 19 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  20. 20. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 20 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  21. 21. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 21 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  22. 22. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 22 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Map your customer’s life Find where you fit in Define the CCE as a continuum of data points Break those down to parameters Create a collection process for every parameter Choose a tool that can handle all kinds of data Have everyone working with the same data set
  23. 23. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 23 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Are we talking about Data? Why?
  24. 24. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 24 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph Because now we can!
  25. 25. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph 25 STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph

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