4. CUSTOMEREASE
SOME KEY CUSTOMER INTERACTION BUILDING BLOCKS.
CIC TRANSFORMATION
REACTANTICIPATE
MY BMW SELF-SERVICES SELF-SERVICE KNOWLEDGE AUTOMATED PREDICTIVE CRM
EFFORTLESS EXCELLENCE ONLINE RETAIL
5. SELF-SERVICE, INTELLIGENT KNOWLEDGE MANAGEMENT.
SINGLE
SOURCE OF
TRUTH FOR ALL
TOUCHPOINTS
EMPOWER THE
CUSTOMER
ELIMINATE
UNNECESSARY
TOUCHPOINT
ESCALATIONS
STREAMLINE
CUSTOMER
EXPERIENCE
CUSTOMER
Search Engines &
Digital touchpoints
CUSTOMER
INTERACTION
CENTRE
RETAIL STORESINTERNAL TEAMS
AIMSWHO
6. SOME LEARNINGS.
PARTNERSHIP
WITH CIC
PROVIDER
EDUCATE THE
BUSINESS
PHASED
ROLLOUT
INTELLIGENCE
TO FOCUS
EFFORT
BENEFITS OF
DEEPER
INTEGRATION
WITHIN CIC
SCALE OF
CULTURE CHANGE
(AUTO INDUSTRY)
INSIGHT INTO
DIGITAL
CUSTOMER
JOURNEYS
SIGNPOSTING
EXPECTEDUNEXPECTED
7. KNOWLEDGE AS PART OF AN OMNI-CHANNEL WORLD.POSSIBILITIES
360o VIEW /
PERSONALISED
ADVERTISING
CRISIS
MANAGEMENT
STEP INTO HIGH
VALUE ENQUIRIES /
ISSUES
FOUNDATION FOR
INTELLIGENT
PERSONAL
ASSISTANCE
