Hot tech 20160510 - ep005 - magnitude software - the biggest picture - knowing your customer across multiple platforms - dez -slides

1. CUSTOMER CENTRICITY
CUSTOMER CENTRIC ORGANISATIONS REQUIRE COMPLETE CUSTOMER DATA
A complete picture of customers across all of your systems isn’t just a nicety!!

2. A CUSTOMER CENTRIC NIGHTMARE

3. IT’S ALL ABOUT ME THE CUSTOMER

4. A CUSTOMER CENTRIC CHECKLIST
Typical checklist for customer centric organisations
Map customer journey and lifecycle
Refine operating model to enable customer centricity
Align technologies & processes to support & drive customer engagement
Engage executives and leaders
Focus development around target areas and behaviour change
Integrate disparate business unit cultures
Transform culture top to bottom
Measure change using key metrics
Incorporate customer feedback into processes and behaviours

5. DROWNING IN DISPARATE DATA

6. Q: How do we enable our organisation to deliver on the
increasing demand for a celebrity customer experience?
Focus on the basics & create a single customer view
The right data from the right data sources, all the right time
That data needs to be available in the right place, all the time
It needs to be available to the right people, all the time
Provide it on the right platform with the right tools, all the time
Make this your default and not the exception, all the time
You must do all of that before you will see a customer centric ROI
CELEBRITY CUSTOMER EXPERIENCE

7. Q: How do we enable our organisation to deliver on the
increasing demand for a celebrity customer experience?
Focus on the basics & create a single customer view
The right data from the right data sources, all the right time
That data needs to be available in the right place, all the time
It needs to be available to the right people, all the time
Provide it on the right platform with the right tools, all the time
Make this your default and not the exception, all the time
You must do all of that before you will see a customer centric ROI
CELEBRITY CUSTOMER EXPERIENCE