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Den intelligente kunderejse
The document discusses the increasing importance of customer experience as a key differentiator in business by 2020, emphasizing that digital transformation is reshaping various industries. It highlights that 80% of the buying process will occur without direct human interaction and stresses the need for organizations to continually adapt their strategies to thrive in a digital landscape. The document underscores the crucial role of technology in fostering innovation, optimizing operations, and enhancing customer engagement.
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Den intelligente kunderejse
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- 5. By 2020, customer experiencewill overtake price and product as the key brand differentiator. Customers 2020 Report #msdk10
- 6. By 2018, 40%of B2B digital commerce sites will use price optimization algorithms and configure/price/quote tools to dynamically calculate and deliver product pricing. #msdk10
- 7. By 2020, 80%of the buying process will occur without any direct human-to-human interaction. #msdk10
- 8. 8 “Digital business isthe creation of new business designs by blurring the digital and physical worlds.” Source: Putting Digital Business to Work in 2015. Gartner. Innovating with crowdsourcing and data Adapting the business through intelligent operations Working smarter with smart machines Staying ahead by anticipating what’s next Delighting customers with richer experiences Digital is changing how business gets done… #msdk10
- 9. Data is transformingbusiness Agriculture EducationManufacturing Aerospace FinancialAutomotive GovernmentRetailHealthcare 86% of CEOs consider “Digital” their #1 Priority CEOs believe technology will transform their business more than any other global trend #msdk10
- 10. “Digital business promisesto usher in an unprecedented convergence of people, business, and things that disrupts existing business models.” Source: Putting Digital Business to Work in 2015. Gartner. “By 2017, a significant disruptive digital business will be launched that was conceived by a computer algorithm.” Source: Gartner Reveals Top Predictions for IT Organizations and Users for 2015 and Beyond. Gartner. October 7, 2014. …and forcing disruption of business as usual “Digital business transformation is less about building new solutions and more about pivoting your organization's attitude to delivering change from one-off to an approach of continual, iterative delivery.” Source: Gill, Martin. Digital business transformation: lessons from the pros. Forrester Research, Inc.. December 11, 2014. “Senior leaders and boards will need not only to focus on their current digitization strategies but also to consider which hyperscale businesses could threaten their existing or emerging digital models” Source: Chui, Michael and Manyika, James. Competition at the digital edge: ‘Hyperscale’ businesses. McKinsey & Company. March 2015. #msdk10
- 11. The era ofsystems of intelligence is here Systems of Engagement Systems of Record Client-server Web/Mobile Devices Systems of Intelligence Cloud+Data #msdk10
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- 16. Field Service Sales CustomerService Project Service Automation Marketing Operations Intelligent business cloud Power BI Cortana Intelligence Azure IoT #msdk10
- 17. Digital Transformation “At Microsoft, we’reproud to partner with and empower all our customers around the world with the leading technology to seize the vast opportunities ahead.” – Satya Nadella ReinventBuild Create #msdk10
- 18. Systems of Intelligence Transformyour products Engage your customers Optimize your operations Empower your employees Amazing Customer Experience Is An Inside out Job. #msdk10
- 19. 10 Suggestions ForMastering Customer Engagement #msdk10
- 20. Make CRM asthe Brain RELATIONSHIP MANAGEMENT PROCESS AUTOMATION LOB MANAGEMENT INTERACTION TRACKING #msdk10
- 21. Customer Experience Phone Email Chat Social Community MessagingWeb Video Internet of Things Cobrowse Case Management Business Process Voiceof the Customer Service Intelligence Mobile Knowledge Management Sales RELATIONSHIP MANAGEMENT PROCESS AUTOMATION LOB MANAGEMENT INTERACTION TRACKING #msdk10
- 22. WORKERS LOSE OF THEIRPRODUCTIVITY WHEN THEY SWITCH TASKS #msdk10
- 23. Qualify Develop ProposeClose Follow-up call with lead Take notes while visiting a client Practice or Enterprise collaboration Pipeline management Generate document and share with customer Create presentation Post updates Discover relevant documents Track incoming email Contextual and Immersive Intelligent and Predictive Cloud, Mobile #msdk10
- 24. Intelligent Collaboration andKnowledge Sharing Stay In the Know Find What you Need Discover New Connections Connect with the right experts and learn more about their content. Find just the right results from any source and take action Discover new information tailored to you from your network #msdk10
- 25. Intelligent Collaboration andKnowledge Sharing #msdk10
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- 27. Connected Experience PersonalizedExperienceConsistent Experience Open to possibility Decision to change Evaluating The terrain The car The deal Experiencing #msdk10
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- 29. Technology Storyboard Engage YourCustomers Sales Campaigns Contextual Offers (proximity, events, etc.) Sales, Marketing & Support Social Media Customer & Campaign Insights Conversational AI Sales and Support Next Best Offers Consistent Consumer Experience at every touchpoint Up/Cross Sell, Next Best Product, Service Videos of Products & Services Product Information More Personal Computing Customer Windows 10 Cortana In-Store Online (web, chat) Devices Digital Signage/ Kiosk Productivity Cloud Smart Agents Skype Dynamics Marketing/AX CRM Online PowerApps Cognitive Services Personal Graph Office Graph Bing PowerBI Office 365 Sharepoint Personalized Sales & Support Intelligent Cloud App Insights HDInsight Azure Machine Learning Data Factory Data Lake Stream Analytics Event Hubs HDStorm Azure SQL DB Notification Hubs Microsoft Social Engagement #msdk10
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- 34. Systems of Intelligence Transformyour products Engage your customers Optimize your operations Empower your employees #msdk10
- 35. Engage Your Customer Empower Your Employee OptimizeYour Operations Transform Your Products #msdk10
- 36. Patrick Kitchell Technical SolutionProfessional, Dynamics CRM Microsoft Denmark Twitter: @denmark98 #msdk10