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Sebastian Borreani, Jeff Customer Product - Creando el primer ecosistema omnicanal de servicios gracias a la tecnología by Jeff

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Ponencia: El valor del CIO Público - Jornada "Creando el primer ecosistema omnicanal de servicios gracias a la tecnología by Jeff" – #SI2020

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Sebastian Borreani, Jeff Customer Product - Creando el primer ecosistema omnicanal de servicios gracias a la tecnología by Jeff

  1. 1. Creando el primer ecosistema omnicanal de servicios gracias a la tecnología
  2. 2. Sébastien Borreani Head of Product customer in Jeff PhD in Sports Science +20 papers in JCR 15+ years experience in fitness industry Entrenarme/Spacefit co-founder (acquired by Jeff in 2019)
  3. 3. 10-deep ritual
  4. 4. Customer Jeff - Next Generation Entrepreneur Platform Ecosystem Jeff - Ecosystem of services
  5. 5. CUSTOMER CENTRIC The Jeff Vision Creating the first omnichannel ecosystem of services for day-to-day needs and make people: LIVE GOOD LOOK GOOD FEEL GOOD
  6. 6. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  7. 7. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  8. 8. From niche to a real services ecosystem “Daily” services that improve your quality of life. To enjoy The Good Good Life Sum of different fragmented businesses Integrated services
  9. 9. Quality of life Look good Feel goodLive good Good physical condition, with no pains. Take care of your body and physical appearance. Physical health Enjoy delightful moments and live new experiences. Makes our lives easier. Free yourself from what you don’t want to do. Social health. Psychological well-being. Feel better, without any worries, mental illness, sleep disorders or stress. Mental health. Enjoying The Good Good Life Ref
  10. 10. Jeff ecosystem supported by controlled & curated suppliers To build a worldwide convenient services ecosystem we need to generate supply density
  11. 11. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  12. 12. TRANSACTION EXPERIENCE ● You pay and you get a service. ● You’re an ID. ● You’re one more. ● The business don’t know about you. ● You get what you paid for, no more. ● You enjoy a delightful service helping to reach your dreams and to improve your quality of life. ● You’re a human. ● You’re special. ● We care about you so we know who you are to customize the service. ● Sometimes we like to surprise you unexpectedly.
  13. 13. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  14. 14. Brand & experience consistency In all Jeff businesses, for every services, across all the channels and all around the world, our brand & the customer experience would be seamless.
  15. 15. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  16. 16. MULTI-CHANNEL OMNI-CHANNEL ● Sum of different channels. ● Every channel is a different experience and not linked. ● Some customers behaviour data with poor analysis. ● Omnichannel is the user on the center. ● Integrated experience across all the touch-points (online and offline in the different channels). ● Integrating the in-store, mobile, social, and web customer data into a single intelligent business system able to identify the best offers and deliver a custom, one-to-one experience should be the ultimate goal. Ref
  17. 17. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  18. 18. Customization In this exponential growth world, customers are impacted by millions of messages everyday. If we are not relevant for them, they’ll ignore us (Cocktail Party Effect). In Jeff we aim to make the difference to give back to neighborhoods what digitalization took away. It’s not only about saying “Hello Olivia”. It goes far beyond that. For deep customization we aim to know the behaviour, the habits, the interests, the intents and the needs of our customers. Ref 1 2
  19. 19. Jeff services ecosystem ECOSYSTEM EXPERIENCE to deliver a unique experience UNIFIED BRAND with a consistent brand OMNICHANNEL based on the customer’s omnichannel journey CUSTOMIZED and customized to every human
  20. 20. Olivia’s journey with Jeff
  21. 21. Sunday night Feeling: Tired UNIFIED BRAND Olivia receives a proposal for her week, based on her calendar. Feeling: Interested Olivia accepts, the app asks if she wants to pay for the week or subscribe. Feeling: Delighted She’s able to pay for everything right away. CUSTOMIZED ECOSYSTEM 🙂🥱 😯 ECOSYSTEM 🌑
  22. 22. Monday morning Feeling: Delighted OMNICHANNEL Jeff reminds her about the schedule for the day. Feeling: Relieved Home is clean, laundry is done. Now Olivia has time for herself. Feeling: Relieved She’s able to pay for everything right away. EXPERIENCE 😌�� 😌 ECOSYSTEM ⏳ ... Monday afternoon Monday evening ⏳ ... 🌞
  23. 23. Monday evening Feeling: Delighted OMNICHANNEL When she arrives there’s no waiting, no payment etc., because she already booked through the app. Feeling: Relieved The yoga trainer already knows about her recent injury and is able to safely correct her postures. Feeling: Relaxed The class is a positive experience for Olivia, and she forgets about her stress. EXPERIENCE 😊�� 😌 EXPERIENCECUSTOMIZED UNIFIED BRAND 🌑
  24. 24. Monday evening Feeling: Relaxed After class, she buys a smoothie and pays for it easily with her Jeff card. Feeling: Delighted In the morning, she receives a notification about her haircut, and a haircut suggestion. 🙂�� ECOSYSTEMOMNICHANNEL Feeling: Interested She takes a picture to post to her Instagram. ECOSYSTEM 😯 EXPERIENCE Tuesday morning ⏳ ... 🌑
  25. 25. Tuesday morning Feeling: Delighted Using the app, she’s able to try out different hairstyles... Feeling: Delighted When she arrives, her hairdresser already knows what kind of look she wants. 🙂�� ECOSYSTEM Feeling: Interested 😯 Tuesday afternoon CUSTOMIZED CUSTOMIZED ...and select the type of haircut she would like. CUSTOMIZED ⏳ ... 🌞
  26. 26. Tuesday evening Feeling: Happy Back home, she gets a notification about how her experience with the babysitter was. �� OMNICHANNEL Feeling: Happy She hears positive remarks from her children... ECOSYSTEM 😊 EXPERIENCE Feeling: Happy Olivia reflects with her children on how they felt about the babysitter. ECOSYSTEM 😊 EXPERIENCE 🌑
  27. 27. Tuesday night Feeling: Relaxed Olivia can sleep much better tonight now that she’s been able to have some time for herself. ECOSYSTEM 😊 EXPERIENCE Feeling: Accomplished She wakes up to a positive message from her instructor at Jeff... ECOSYSTEM 🥳 EXPERIENCE Feeling: Accomplished ...and a suggestion for a back massage at her local Relax Jeff. ECOSYSTEM 🥳 EXPERIENCE ⏳ ... Wednesday morning 🌑 🌞
  28. 28. Thank you! sebas.borreani@mrjeffapp.com

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