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1. 1
Customer
Experience
Process
Your Company Name

2. C
o
n
t
e
n
t
Create a clear Customer Experience Vision
Determine What Consumers Want?
Create an emotional connection with your customers
Align Business Processes with Customer Experience
Formulating a Customer Experience Platform
Real Time Customer Feedback
Customer Experience Dashboard
2

3. Create a clear Customer Experience Vision
Target Group
› Which market or market segment does
the product address?
› Who are the target customers and users?
Needs
› Which problem does the product solve?
› What benefit does it provide?
Product
› What product is it?
› What makes it stand out?
› Is it feasible to develop the product?
Business Goals
› How is the product going to benefit the
company?
› What are the business goals?
Competitors
› Who are your main competitors?
› What are their strengths and
weaknesses?
Revenue Streams
› How can you monetise
your product and generate
revenues?
Cost Factors
› What are the main cost factors
to develop, market, sell and
service the product?
Channels
› How will you market and sell
your product?
› Do the channels exist today?
V I S I O N
› What is your purpose for creating
the product?
› What positive change should it bring
about?
3

4. 4
› Analyze carefully the need of customers
› Focus towards providing personalized experiences
Individualism
› Effective omni-channel services ensure the propensity to buy products
and services
› Add text here
Omni-channel
› Here in customers are guided through their buying journey using the insights gained
from analytics
› Add text here
Guided Selling
› Advanced Artificial Intelligence systems imitate the decision-making ability of human beings to
provide proactive, actionable responses to each customer and empower customer care teams
Artificial Intelligence
› Key insights from Big Data combined with AI offer brands an opportunity to communicate more effectively with
customers in real-time
Transparent, real-time communication
Determine What
Consumers Want?
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5. Identity
› Creating an aspirational image that
resonates deeply with consumers
› Customers identify as a group and
feel the brand represents them
Fulfillment
› Meeting a customer’s need
beyond their expectations
› This positions your brand as
one that over delivers
Enhancement
› Helping customers become
better, smarter and more
capable through using your
brand
› This reinforces your brand
reputation and makes
consumers even more
connected to your brand
Nostalgia
› Evoking the memories customers
have of your brand is a sure way to
make the connection deeper
› This is particularly effective if a
brand had been part of a
customer's childhood
› Creating a relationship around
fun and gratifying experiences
› Consider your to-do activities in
your moments of bliss and
reflect on the brands you
interact with
Indulgence
Create an Emotional Connection with your Customers
5
Here listed are a few ways to emotionally connect with customers:
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6. Align Business Process with Customer Experience
2 Set the baseline
› Make sure the customer agrees that
this is the current process.
› No point in improving the process if
the customer does not know anything
about it
4
Execute to a specific
requirement set
› Any change to the requirement set, must go
through change management and be accepted
by the customer.
› This is to mitigate the risk of more unexpected
changes to the customer experience
Focus on the goal for
process improvement
› If it is not clearly articulated, guide
your customer through the process of
identifying it
1
Gather requirements
› If new stakeholders are identified,
expand your customer list. If explicitly
excluding a customer, document the
reason why
› Identify possible customer impact
› Check that all the requirements are
cohesive, and none detract from the
process improvement goal
› Call out a comprehensive list of
changes to your customer’s experience
3
6

7. Formulating a Customer Experience Platform
7
Layer Qualitative Metrics Quantified Metrics Financial implication
Customer Profile
› Brand Affinity
› Brand Recall
› Email open rate, Click through rate
› Email to visit to conversation ratio’s
› Promotional discounts availed
› Improved Promotional Spend Effectiveness
› Lower Customer Acquisition Cost
Customer Engagement
› Product Affinity
› Service Affinity
› “Solutions to my problems”
› Time spent on the website
› Search to purchase ratio
› Social sharing
› Chats initiated, Video’s watched, Ratings &
Reviews Provided
› Coupons downloaded/ availed
› Funnel Analysis
› Reduced Campaign Spend
› Improved Campaign Effectiveness
› Improved return on Engagement $’s
Transaction
› Buying Experience
› Availability
› Price Competiveness
› Rate of Cart Abandonment
› Time spent on Checkout Process
› Average Order Value
› Number of Transactions per year
› Upsell / Cross sell effectiveness
› Increased Average Purchase Value Per User,
› Reduced Cost per Incremental Sale,
Increased Frequency of Purchase
Order Orchestration › Efficient Operations
› Order Error Rates
› % of Orders with on time delivery, failed
delivery
› Returns/exchange rates
› In stock Inventory
› % of Back Orders
› % of orders with shipping discounts
› Reduced cost per order delivered, Reduced
cost of warranty support
› Reduced expedited shipping costs
Customer Relationship &
Advocacy
› Loyalty
› Advocacy
› Customer Lifetime Value
› Lifetime Customer Value
› Loyalty Signup
› Repeat visit, repeat purchase
› Customer referrals
› CSAT ratings
› Social Media Sentiment Analysis
› Reduced Churn
› Enhanced repeat purchase value, volume and
velocity
› Lower customer acquisition cost due to
referrals,
› Positive Word of Mouth Publicity
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8. Very Good Good Fair Poor Very Poor
How would you rate your overall
experience with our service?
How satisfied are you with the
comprehensiveness of our offer?
How would you rate our prices?
How satisfied are you with the
timeliness of order delivery?
How satisfied are you with the
customer support?
Real Time Customer Feedback
8
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9. Customer Experience Dashboard
9
Poor
Mediocre
Good
Very good
Customers who are likely to..
16%
10%
33%
40%
Customer’s
ease of use
25%
8%
26%
41%
Customer’s
positive
emotional
response
11%
9%
38%
42%
Customer’s
completion of
interactions
15%
25%
10%
45%
32%
Try new products
and Services
Forgive company after a
mistake
Trust Company
Recommended Company
Purchase more from
Company
50%
85%
55%
35%
74%
Delighted
Upset
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

10. Customer Experience Process Icons Slide
10

11. 11
Additional Slides

12. 12
Our Team
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Designation
Name Here
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audience's attention.
Designation
Name Here
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Designation
Name Here

13. About Our Company
13
Preferred by Many
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audience's attention.
Target Audiences
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audience's attention.
Value Clients
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audience's attention.

14. Financial
14
45%
Euro
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audience's attention.
85%
Dollar
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30%
Pound
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15. Our
Goal
15
Goal 01
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Goal 02
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Goal 03
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16. Post it Notes
16
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17. Timeline
17
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2017 2018 2019 2020

18. Thank You
18
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com