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Building Blocks Big Data Expo
- 1. The data driven customer experience Building Blocks
- 2. 2 The data driven customer experience Different consumers, different expectations
- 3. 3 The data driven customer experience Different consumers, different expectations Availability of information Born digital Different Drivers ▪ Always available ▪ Different sources can help me ▪ Reviewed by peers to create thrust ▪ Paperwork? ▪ Everything from one device – mobile ▪ Everything connected ▪ To be or not to be – self determining ▪ Security ▪ privacy
- 4. 4 The data driven customer experience Ability to change will be the gamechanger
- 5. 5 The data driven customer experience
- 6. 6 The data driven customer experience Become customer centric. Again! Know context Understand behavior Predict possibilities Time the message Be trustworthy over time
- 7. 7 The data driven customer experience Therefore, a shift of business focus is needed Product centric “What do I want to sell?” ‘What do I offer?’ Push strategy Customer centric “What does my customer need?” ‘what should I offer?’ Pull strategy Risk Pricing Actuarial Loyalty Competitor Pricing Marketing Fraud Service Claim handling Promotion LoyaltyRisk FraudCompetition Pricing Service Customer journey
- 8. 8 The data driven customer experience Examples: Retail
- 9. 9 The data driven customer experience Examples: Insurance
- 10. 10 The data driven customer experience Examples: Travel
- 11. 11 The data driven customer experience sa
- 12. 12 The data driven customer experience Is it so different? Add context Controllable by the consumer Stay within a moral framework
- 13. 13 The data driven customer experience Start doing this yourself Powerpoint is not the endpoint Broad perspective Small project Production
- 14. 14 The data driven customer experience Start doing this yourself
- 15. 15 Sint Josephstraat 139 5017 GG Tilburg www.building-blocks.nl Come visit us... The data driven customer experience Questions? Barbara Strozzilaan 101 1083 HN Amsterdam Stand 10 And check our new website!