Presentation given on the Mobile Money Americas & Digital Payments in Mexico on the 24th of march 2015. The goal was to show the audience the correct way to approach to a right customer experience strategy, some statistics and insightful data.

1. CUSTOMER EXPERIENCE
Getting it Right and Making it Count
@elnomaiden André Cavero - Interbank

2. Our first question today should be:
What is Customer Experience?

3. Customer Experience (CX) is
the sum of all the experiences that a client has
with a supplier of goods &/or services, during
their entire relationship.
Is not the same as “UX” or User Experience

5. Improve your Service

6. Use your social networks to get as much Feedback as you can

7. Deliver personalized experiences

8. *The Financial Brand - Cisco

9. Focus on your multichannel strategy

10. Start with market segmentation and then choose the
perfect channel for everyone
The engagement will certainly raise

11. Innovate

12. Design
Thinking
Gamification
Lean Model
for projects
Learn from people
Find Patterns
Design Principles
Make Tangible
Iterate Relentlessly
Know your players
Find the motivation
Game Elements
Game Mechanics
Create the system
Create your Canvas
Make your MVP
Pivot
Split Test Experiments
Create . Measure . Learn

13. Some numbers about CX
• (2011) Customer Experience Impact Report conducted by Harris Interactive
(2012) Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”
60% higher profits are reported by companies that
prioritize the customer experience.
of customers will take their business to a
competitor following a poor customer experience.89%
After a poor customer experience, more than
posted negative complaints on social media. 26%
of customers are willing to pay more for a good or
service if the customer experience is outstanding.60%

14. The biggest risk is not take
any risk... In a world that is
changing really quick, the
only strategy that is
guaranteed to fail is not
take risks. Mark
Zukerberg
Facebook

15. André Cavero
INTERBANK
Senior Executive, Digital Marketing
acavero@intercorp.com.pe
@elnomaiden