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Prioritizing Action Through Analytics


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To work effectively, actions need to be backed by research. In this session, Gary Clamp reviews data and pulls out relevance and insights to create executive summaries, account plans, and reporting and scorecards. Learn the 4 strategy elements and 3 measurement dimensions that can deepen relationships in the customer experience journey.

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Prioritizing Action Through Analytics

  1. 1. Prioritizing Action Through Analytics Garry Clamp Director Customer Experience Europe Middle East & Africa Ciena
  2. 2. 2 ©2015QUALTRICSLLC. Housekeeping Outside : In Inside : Out The recording and slides for today’s presentation will be made available on along with other content and webinars from throughout the week Join the conversation on Twitter by tweeting @Qualtrics using #cxweek
  3. 3. Garry Clamp Director Customer Experience Europe Middle East & Africa In his current role Garry is responsible for helping to shape Ciena’s Global customer experience strategy, measurement automation & Insight generation while supporting the regional sales & customer operations teams in delivering a market differentiating experience. 3 ©2015QUALTRICSLLC.
  4. 4. Who we are 4 ©2015QUALTRICSLLC. Finalist Award Winner
  5. 5. 88% 4 3 5 ©2015QUALTRICSLLC. Key takeaways
  6. 6. 88% of Executive buyers want a conversation not a presentation
  7. 7. Data 7 ©2015QUALTRICSLLC. Relevance & Insights Analytics Forum
  8. 8. 8 ©2015QUALTRICSLLC. Outside : In Relationship & Transactional Surveys Simplified Architecture Inside : Out Customer Centric Internal KPIs Outside : In Inside : Out
  9. 9. 9 ©2015QUALTRICSLLC. The Inside-Out / Outside-In scorecard
  10. 10. A customized B2B Customer Experience metric simple, actionable and broadly comparable 11 ©2015QUALTRICSLLC.
  11. 11. 12 ©2015QUALTRICSLLC. Strategic Initiatives Cross functional CX champions Understanding Key Drivers to Prioritize which actions to take
  12. 12. Customer Experience by Design
  13. 13. 14 ©2015QUALTRICSLLC. Strategy centred around Experience by Design and taking action Deeper relationships 2013 2016 Customer Experience is a journey that evolves with the customer expectation
  14. 14. SM Thank You