Social Business and Customer Journey Management

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My presentation at the 2014 Social Business Forum in Milan.

Event tracking for dynamic customer journey mapping to idntify touchpoints where businesses can improve customer experience and flow.

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Social Business and Customer Journey Management

  1. 1. linkedin.com/in/marktamis @marktamis Mark Tamis TouchFlows Managing Partner Social Business and Customer Journey Management
  2. 2. Stimulus
  3. 3. Touchpoint
  4. 4. Experience
  5. 5. Moments of Truth
  6. 6. Communications Revolution
  7. 7. Connected Anywhere, Anytime
  8. 8. An Interconnected World
  9. 9. Source :E&Y Consumers on board, June 2014
  10. 10. Digital Influence
  11. 11. Experience Lifecycle
  12. 12. Customer Journey Mapping
  13. 13. Service-Design logic is driven by an innate purpose of doing something for and with another party, and is thus customer-centric and customer responsive
  14. 14. Reduce Frictions in the Customer Flow
  15. 15. Making Customer Journeys Successful
  16. 16. Touchpoints
  17. 17. Nudge Improvement
  18. 18. Moving Beyond Contact and Transactional Data
  19. 19. Rich Profiles Through Big Data and Social Media Interaction
  20. 20. Monitor, Capture, Sollicit Feedback, Analyze
  21. 21. Website Session Website Session Website Session CallCenter Question LoyaltyCard PromoEmail LoyaltyCard SignUp MajorProduct PurchaseinStore Store all the detail, in time order Capture Events
  22. 22. filter customerjourneys time
  23. 23. customerjourneysalign relative timetime before after
  24. 24. Use Context and Behaviour Patterns to Anticipate Expectations
  25. 25. Optimize for Business Outcomes Get The Big Picture!
  26. 26. Touchpoint & Mapping Experience Analysis are your Journey GPS
  27. 27. What Impact on the Organisation?
  28. 28. Why Does Digital Transformation Seem Mainly Internally Focused? Source PwC: The Cloud you don’t know
  29. 29. Journey Mapping helps you Focus
  30. 30. Breaking Down Silos
  31. 31. Goals Objectives KPI Metrics Target
  32. 32. How It Fits Together In Social Business Source : HBR Putting the Service-Profit Chain to Work
  33. 33. Business & Customer Intelligence Value Proposition Capabilities Customer and Business Outcomes Business Vision and Strategy Portfolio Service Feedback & analysis Capabilities and Collaboration
  34. 34. Linking Customer Journeys and Social Business
  35. 35. linkedin.com/in/marktamis @marktamis TouchFlows 64 rue Anatole France 92300 Levallois Perret France Mark Tamis Managing Partner

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