Customer Experience Service Event 15th September 2016

1. Customer Experience Transformation
– Getting into Action
Strandvägen 7A
Stockholm 2016-09-15
Åke Lind
Service Cloud Lead, Sweden & Norway
alind@salesforce.om

2. Customer Experience Transformation – Getting into Action
12:00 – 12:30 Registration & Lunch
12:30 – 13:00 Welcome and introduction
Åke Lind, Salesforce
13:00 – 14:00 Getting into Action with Customer Journey Maps & Customer Measures
David Hicks, TribeCX Consulting
14:00 – 14:30 Refreshments and networking
14:30 – 15:15 New insights to Customer Experience - How Tobii revolutionized the
understanding of human behavior
Oskar Fajerson, Daniel Sheffold, Tobii
15:15 – 15:30 Getting into Action – Next steps
A Salesforce Service Leadership Event

3. David Hicks
CEO and Managing Director
Until its recent sale, David was founder and
CEO of Mulberry Consulting, the largest
international Customer Experience consulting
business. He is often retained by some of the
world’s largest organizations to advise on
customer-centered change in the telco, financial,
auto, retail, publishing and technology sectors.
Oskar Fajerson
Vice President EMEA, APAC, S.America
Joining Tobii in 2010, Oskar Fajerson is VP of
Sales at Tobii Pro and has grown the business
successfully each year and a team from 5 to 40
people. Before Tobii, Oskar Fajerson headed up
sales in three mid-size companies with
successful exits..

4. Getting to know the audience – Survey: Hands up 1(5)
1. Who participated in last year’s event event or
read the book on “Effortless Experience”?

5. Getting to know the audience – Survey: Hands up 2(5)
2. Who agrees that Customer Experience is the
most important Differentiator for you company?

6. Getting to know the audience – Survey: Hands up 3(5)
3. Who is measuring Customer Experience in your
companies today?

7. Getting to know the audience – Survey: Hands up 4(5)
4. How do you measure Customer Experience –
what are the KPIs you use?

8. Getting to know the audience – Survey: Hands up 5(5)
5. Who is planning or already running a
Customer Experience transformation program in
your company?

9. An Effortless Customer Experience drives business
© 2013 The Corporate Executive Board Company. All Rights Reserved. SEC7385113SYN
THE BUSINESS CASE FOR
THE EFFORTLESS EXPERIENCE
Low Effort High Effort
Negative
WOM
1%
81%
Low Effort High Effort
Increased
Spend
88%
4%
Low Effort High Effort
Repurchase
94%
4%
Low-Effort
Experience
High-Effort
Experience
Overall Disloyalty
9%
96%
Source: CEB analysis.
Source: CEB Analysis

10. of Marketing Leaders expect to compete primarily
on the basis of Customer Experience by 2016
​ Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”,
June 4, 2015
​ ”
89%

12. of “Millennials” say they’d rather get their teeth
cleaned at the dentist than call a customer
service line
​ From a recent report by Salesforce, “Crossing the Generational Divide: Providing
Customer Service for Today’s Consumers”
34%

13. Product Marketing Online Retail Care
Transforming Customer Experience: From Moments to Journeys
Average Customer Experience (Journey)
20% increase in customer
satisfaction for companies
that manage the journey
across departments
Breaking Down the Silos for Better Customer Experiences

14. The Age of the Customer
​ Everything and everyone is connected
Billions
of connections
Trillions
of customer interactions
MillionsThousands
AI
Social
Mobile
Cloud
Terminal
PC

15. Full. Conference passes are sold out!

16. 1
https://www.salesforce.com/form/event/sflive/df-live.jsp