Fiona blades mesh experience festival of new mr 2020Ray Poynter
Everyone is talking about CX, with roles spanning from defining the customer journey to managing the call center.
So what is CX? And more importantly, what should it be? And where is it heading?
Referencing work with Professor Emma Macdonald, Professor Hugh Wilson, Warwick Business School with Shane Baxendale, VP Data Science at MESH and using case studies, we will be exploring models to help us understand what the customer experience is and how to impact on the everyday experiences that will improve it.
This presentation forms part of the online Festival of NewMR series.
Presented by Fiona Blades from Mesh Experience.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
If you sell to the corporate marketing, having a strong value proposition is critical.
It helps you set up meetings with crazy-busy prospects. And, it helps them understand the value they get from changing from the status quo -- something they're loathe to do.
In this presentation, you'll discover how to craft powerful, customer-enticing value propositions that change everything.
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
Fiona blades mesh experience festival of new mr 2020Ray Poynter
Everyone is talking about CX, with roles spanning from defining the customer journey to managing the call center.
So what is CX? And more importantly, what should it be? And where is it heading?
Referencing work with Professor Emma Macdonald, Professor Hugh Wilson, Warwick Business School with Shane Baxendale, VP Data Science at MESH and using case studies, we will be exploring models to help us understand what the customer experience is and how to impact on the everyday experiences that will improve it.
This presentation forms part of the online Festival of NewMR series.
Presented by Fiona Blades from Mesh Experience.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
If you sell to the corporate marketing, having a strong value proposition is critical.
It helps you set up meetings with crazy-busy prospects. And, it helps them understand the value they get from changing from the status quo -- something they're loathe to do.
In this presentation, you'll discover how to craft powerful, customer-enticing value propositions that change everything.
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
Marketing Communication: from a functional approach to a customer experience ...Elisabetta Aiello
Invited as speaker at the Customer experience summit 2015 (by Allan Loyds), I presented the crucial role of insights and of cross functional engagement in making marketing communication driver of positive customer experience.
'The making of' graag deel ik het creatieve proces van het portretteren van Hans Hollander. Ter gelegenheid van het 40-jarig jubileum van het bedrijf Vierpool waar hij directeur en mede oprichter van is. Olieverf 110/110
View this presentation by Xtraordinary, Blackbaud and Care2 to find out how your organization can tap into the next generation of giving. Using groundbreaking data from a study of over 1,500 UK donors, and riveting examples, we'll talk you through the new dos and don'ts of fundraising.
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
Marketing Communication: from a functional approach to a customer experience ...Elisabetta Aiello
Invited as speaker at the Customer experience summit 2015 (by Allan Loyds), I presented the crucial role of insights and of cross functional engagement in making marketing communication driver of positive customer experience.
'The making of' graag deel ik het creatieve proces van het portretteren van Hans Hollander. Ter gelegenheid van het 40-jarig jubileum van het bedrijf Vierpool waar hij directeur en mede oprichter van is. Olieverf 110/110
View this presentation by Xtraordinary, Blackbaud and Care2 to find out how your organization can tap into the next generation of giving. Using groundbreaking data from a study of over 1,500 UK donors, and riveting examples, we'll talk you through the new dos and don'ts of fundraising.
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
No. 1 Measuring the right thing. That which drives profit from CX.
Know what is important to customers decision making and you will be a success with customer experience. This presentation shares details of the most reliable measure for CX available.
3 Essentials Every Event Marketer Should Be MeasuringPat McClellan
Event Marketers own some of the most immersive and powerful touchpoints in the customer experience landscape, which puts us under increasing pressure to demonstrate return on investment. But are we losing focus on the Customer Experience and how that is linked to ROI?
Opus Chief Strategy Officer Pat McClellan explores how best to meet audience needs, while making the experience easy and enjoyable. Citing emerging research, historical trends, industry thought leaders, and the recent paradigm shift of getting ketchup out of the bottle, McClellan provides tangible and thought-provoking tips and KPIs you can use on your next event.
Today and tomorrow in the world of emailPhillip Smith
A review of where email is going by looking at where it has come from. Are the lessons of the past relevant for the future? And what technology, innovation and consumer insight is driving change in the email channel.
In this workshop, we'll explore methods and tools to evolve your current email creative. Learn how to critique your designs from a marketer and user point of view, and determine where your program lies on the design sophistication spectrum.
For more information around Cloud Services, visit our website:
http://sforce.co/1ZuutDV
Watch this Addressable Customer Experience webinar here: http://bit.ly/1vJ2YvZ
Addressable Customer Experience On-Demand Webinar Series For Financial Services and Insurance Marketing Leaders
Webinar 4: Overcoming the Organizational Challenge
This webinar goes into actionable details on how to put the customer experience at the center of your organization’s goals. You’ll learn how to design customer journeys, integrate channels effectively, assign responsibilities, develop culture, and measure results for incredibly successful customer relationships.
Email marketing presentation delivered at Email Expo in Frankfurt. Presented to a small audience of email marketing interested brands and email marketing experts from attending exhibitors.
Videos are found at www.marketingtelly.com
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Employee Value Proposition. How and why your EVP plays a critical role in you...N. Robert Johnson, APR
Companies with a clear and differentiated employee value proposition outperform their competitors. In this 30+3 Webinar, we take a quick look at ways to develop a clear and differentiated EVP.
Employee Value Proposition. How and why your EVP plays a critical role in you...
CX innovation -DMWF key note
1. INNOVATING THE CUSTOMER
EXPERIENCE
DMWF Customer Experience Masterclass
Singapore 1st of March
Keynote
Introducing
theTopic
By
Elisabetta
Aiello
Masterclass
Chairman
and panel
Moderator
2. WHICH CUSTOMER EXPERIENCE
1
CX is the totality of the customer
interactions – direct and non-direct
ones- with a brand, over time
95% of our decisions are
emotionally driven, we are unable
rationally to control our response
Zaltman, 2003
Brand love Advocacy Loylalty
‘Feeling’ threated & rewarded
Conveniently purchased
Functionally
satisfied
Need recognition Need extinction
3. WHAT IT TAKES TO INNOVATE
2
From satisfaction survey to
Customer outcome research
From NPS to customer
experience value quotient
From customer care department to cross
to cross functional engagement
Connect to Sensitive top
management KPIs
4. Persona
Journey
Emotional research
Customer outcome research.
Free field (VOC) analyze
Call center logs
Shadow front line employee
Meeting customers face to face
Research customers in their environment
Voice of the employee
INSIGHTS AS BASEMENT OF CX STRATEGY
3
“A product or service is something the customer hires to get a job done”
Who is the customer?
What is the context of the ‘job’?
Which ‘outcome’ he gets from the
Job?
Helful Tools:
Group
work
Topic 1
5. FORMULATE A CX GOAL THAT SPEAKS ‘CUSTOMER LANGUAGE’
5
We want to “Improve NPS by ‘x’ “ vs.
“Improve the value of our customer experience by ‘Y’ ”
CX value quotient
CX outcomes value
CX efforts value
The Brand values defines the
customer expectation for the
outcomes
Positive cx
Negative cx
m1 m2 m3 m4 m5 m6 m7
satisfaction
importance
100%
50%
Moments of
interaction map
CX value
quotient
Comp 1 Comp 2
CX value
quotient
Comp 4 Comp ´4
Competitor offer
benchmark Extend the role of
the ‚store‘:
imagination
learning
social
1.
2.
3.
Group
work
Topic 2
6. Segment customers by CX value, Analyze how
top KPIs behave in each segment
E.g. Share of wallet, Total life value etc.
MAKE CHOICES TO GET RESOURCES!
7
“How much we get if we rise our satisfaction score* by 1pp?”
*CX Value Quotient
Correlation of experience
indicators to top customers KPI
Quantify the impact on the
business TOP & bottom LINE as
prioritization driver and
sponsorship trigger.
CX
scores
Maintain
7,2
Correlation with Kpi (e.g share of wallet)
4,1 Monitor Improve
Strenghts
Personalized
offer
Easy personal
data management
chat
support
product
descripzion
understanding
.
1.
2.
Group
work
Topic 3
7. …Triggered by CX quotient value
Fueled by data pattern and predictive analysis
(executed by CRM, steered by CX lead=insights based)…
Managed by systematic and Agile
development/deployment
Not cascaded but cross functionally generated
Open innovation lab or co-creation platform can help
Personalization?
CX INNOVATION PROCESS
9
“CX excellence comes from the innovation oriented AGILE process”
Innovation prerequisites are culture
and leadership sponsorship
Agile as the ‘method’ to innovate
Technologies
Company
processes
and policies
Customer
Journey
Group
work
Topic 4