More Related Content Similar to Leon Stafford Shard Presentation Similar to Leon Stafford Shard Presentation (20) 2. ©2015 Interactive IntelligenceInc. All Rights Reserved.
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Customer Journey is GA
• Tech-Savvy Customer 3.0 is social, connected, informed,
unforgiving…
• Most purchases include some form of digital journey
• Convenience and ease of use ahead of cost-saving
• Customer Experience impacts the bottom-line:
– CSAT Fund
– Ryanair ‘Always Getting Better’
“The two big initiatives for 2015 are customer
journey mapping and personalisation, putting
technology in the driving seat…”Ed Thompson, Gartner
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The value of OmniChannel
What we exchange for convenience and ease…
• Differentiation
• Knowledge/Education
• Scalability
• Dynamic Pricing
“Amazon changes its prices every 10 minutes based on the data it
collects in real time.” Econsultancy, Forbes
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UK Experience Excellence 2015
Friendly face of Financial Services
“With exceptionally
high Personalisation
scores, customers of
Skipton are made to
feel that each
interaction is tailored
specifically for them.
The net result is that
their customers feel
valued and cared
for.”
• Value
• Personalisation
• Secure and Trusted
• Autonomy and tools
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UK Experience Excellence 2015
Friendly face of Financial Services
• Personalisation and the Customer Journey
• CSAT and Financial Performance
• Brand Promise and The Moment of Truth
• Tools, Context and Autonomy for Agents
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Thank You.
Resources
Thank You.
KPMG Nunwood: 2015 Customer Experience Excellence Centre
The Times, Raconteur: Customer Experience and Loyalty
Forbes: Dynamic Pricing
Empathyce Blog: Gerry Angrave
The Economist: The numbers don’t stack up
Editor's Notes It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience.
