SPEAKERS: Heather McLean, hjc, Brian Walsh, Oracle
Is your nonprofit struggling to get your donor to make a second gift? Has your nonprofit thought about integrating a multi-channel presence to reach your donors? You can’t ignore it: a one-channel touch point just isn’t cutting it anymore and donor communication preferences are becoming more complex and demanding. This exciting session will explore a new and innovative way of thinking when it comes to attracting, motivating, and retaining your donor base through different touchpoints. Using best practices and up-to-date case studies that introduce the new Oracle methodology, Heather McLean, Senior Fundraising Advisor of hjc, and Brian Walsh, CX Architect North American Applications of Oracle, will show you how your organization can tap into your donor base and build deeper relationships through a multi-channel presence.
The Donor Journey: A Step-by-Step Guide to Lifecycle Marketing for your Nonpr...hjc
Join hjc and Oracle where we'll explain the importance of integrating a multi-channel presence to build stronger and long lasting relationships. You will walk away with:
hands on examples of everything from customer experience to personalizing donor journeys
a fool proof system for uncovering, cultivating, and soliciting existing and new donors
how to implement a multi-channel presence
best practices on the do's and donts' of creating a good supporter survey
how to measure success of breakthrough fundraising results
Heather McLean, Senior Fundraising Advisor of hjc, and Brian Walsh, CX Architect North American Applications of Oracle, will show you how your organization can tap into your donor base and build deeper relationships through a multi-channel presence. Using the latest data and riveting case studies, you’ll learn how to maximize your organization’s fundraising potential.
During our SHSMD Connections 2015 solutions spotlight session, Bluespire healthcare and digital strategists discussed how organizations across the country are analyzing data and improving patient engagement, while simultaneously making experiences more personalized.
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...Antony Adelaar
On the 20th of October 2021, inQuba and Matchboard hosted a live executive lunch event in Australia called From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
Our speakers were Dr. Robert Dew (Author, ‘Lean CX’) and Mike Renzon (CEO, inQuba).
Recording: https://youtu.be/vVC4mmsfNxQ
The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading telco & utilities businesses are decoding customer intent, optimising journeys and boosting revenue.
The presentations from these two CX industry thought leaders covered:
• Why customer behaviour is difficult to understand or anticipate
• How to deeply understand the behaviour & intent of today’s customer
• How to optimise journeys for high value customers (use cases & success stories)
• How businesses are rethinking value delivery & CX to improve acquisition
Attendees are the lifeblood of meetings and events! As a meetings professional, you know strong participation means more business gets accomplished: sessions are well attended, stakeholders are satisfied, hotel room blocks are filled and best of all, the overall success of your event is maximized!
suitecx Thought Leadership: Balancing Customer Needssuitecx
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
SPEAKERS: Heather McLean, hjc, Brian Walsh, Oracle
Is your nonprofit struggling to get your donor to make a second gift? Has your nonprofit thought about integrating a multi-channel presence to reach your donors? You can’t ignore it: a one-channel touch point just isn’t cutting it anymore and donor communication preferences are becoming more complex and demanding. This exciting session will explore a new and innovative way of thinking when it comes to attracting, motivating, and retaining your donor base through different touchpoints. Using best practices and up-to-date case studies that introduce the new Oracle methodology, Heather McLean, Senior Fundraising Advisor of hjc, and Brian Walsh, CX Architect North American Applications of Oracle, will show you how your organization can tap into your donor base and build deeper relationships through a multi-channel presence.
The Donor Journey: A Step-by-Step Guide to Lifecycle Marketing for your Nonpr...hjc
Join hjc and Oracle where we'll explain the importance of integrating a multi-channel presence to build stronger and long lasting relationships. You will walk away with:
hands on examples of everything from customer experience to personalizing donor journeys
a fool proof system for uncovering, cultivating, and soliciting existing and new donors
how to implement a multi-channel presence
best practices on the do's and donts' of creating a good supporter survey
how to measure success of breakthrough fundraising results
Heather McLean, Senior Fundraising Advisor of hjc, and Brian Walsh, CX Architect North American Applications of Oracle, will show you how your organization can tap into your donor base and build deeper relationships through a multi-channel presence. Using the latest data and riveting case studies, you’ll learn how to maximize your organization’s fundraising potential.
During our SHSMD Connections 2015 solutions spotlight session, Bluespire healthcare and digital strategists discussed how organizations across the country are analyzing data and improving patient engagement, while simultaneously making experiences more personalized.
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...Antony Adelaar
On the 20th of October 2021, inQuba and Matchboard hosted a live executive lunch event in Australia called From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
Our speakers were Dr. Robert Dew (Author, ‘Lean CX’) and Mike Renzon (CEO, inQuba).
Recording: https://youtu.be/vVC4mmsfNxQ
The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading telco & utilities businesses are decoding customer intent, optimising journeys and boosting revenue.
The presentations from these two CX industry thought leaders covered:
• Why customer behaviour is difficult to understand or anticipate
• How to deeply understand the behaviour & intent of today’s customer
• How to optimise journeys for high value customers (use cases & success stories)
• How businesses are rethinking value delivery & CX to improve acquisition
Attendees are the lifeblood of meetings and events! As a meetings professional, you know strong participation means more business gets accomplished: sessions are well attended, stakeholders are satisfied, hotel room blocks are filled and best of all, the overall success of your event is maximized!
suitecx Thought Leadership: Balancing Customer Needssuitecx
While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
Now What? How to Execute on your Customer Experience Strategysuitecx
Our latest presentation at the Total Digital Experience conference in August. Includes suggestions on executing Precision Marketing efforts based on a solid CX strategy. Features a client case study with examples of a successful contact strategy.
Customer Experience Improvement: Finding the Right Data Strategysuitecx
Despite trends in Big Data analytics, marketers are still missing a key component to understanding their customers' experiences: ethnographic data to better understand the "why," not just the "what."
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...Antony Adelaar
On the 30th September 2020 inQuba hosted the first Level Up CX Summit webinar on the Blueprint for Customer Management in the New Economy. During the webinar, the speakers covered:
- The reality of The 90% Economy
- The new customer mindset and how it affects you
- Adapting to the new realities
- Regaining the lost 10%, and beyond
Our speakers were Lior Arussy (CX & Strategy Execution, Creative Catalyst, Author LiorArussy.com) and Michael Renzon (CEO & Co-Founder inQuba)
Recording here: https://youtu.be/Q05gL_Ca7FA
Finding the perfect donor match for your charity is hard, even with all the best online targeting. So when you do find a donor who cares about your organisation and cause, you need to onboard them with a digital donor journey to make them feel loved and special.
Increase Customer Participation in Value-Added Programs with Journey MappingE Source Companies, LLC
Your utility’s core business of delivering energy safely and reliably to commercial, industrial, and residential customers is running smoothly and efficiently. But getting customers to participate in optional offerings—whether they’re energy-efficiency programs or paperless billing—never seems to get easier. If anything, as you juggle the sometimes competing priorities of customer needs, commission edicts, and organizational goals, increasing program participation becomes more difficult. If you could improve the customer experience (CX) of those programs and make it easier for customers to engage and participate in them, you’d have happier customers, happier customer service representatives (CSRs), and happier executives. In short, it’d be paradise.
The Critical Relationship Between DSM Programs and Customer ExperienceE Source Companies, LLC
If you’ve been running demand-side management (DSM) programs for a few years, you know where you need to focus—or do you? Historically, if you homed in on energy savings, cost- effectiveness, and regulatory compliance, that’d be enough to meet your regulatory obligations and pick some low-hanging efficiency fruit. But in today’s rapidly changing energy landscape, that’s no longer enough. Your customers—you’re not still calling them “meters” or “ratepayers,” are you?—have never had more choices or been more informed about energy than they are today. Their expectations are high, and they don’t have to come to you to get those expectations met.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...E Source Companies, LLC
Every utility has customer transactions that seem to flow through the organization like a flood, leaving behind a trail of expenses and operational headaches. If only you could improve and streamline those most high-volume transactions, you'd have happier customers, happier customer service representatives, and happier executives. Journey-mapping offers a way to map, analyze, and visualize how a customer engages with your utility's products, services, online experiences, trade allies, marketing efforts, and other channels. It captures customers' needs, processes, and perceptions at each touchpoint.
Shanelle Newton Clapham and Paul Bailey discuss how to integrate your online and offline fundraising channels to acquire new regular giving donors for your charity.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
https://www.spanglobalservices.com/event-marketing-services
There is no point in generating so many leads if that do not convert into customers. By providing authentic b2b mailing list, we at Span Global Services help marketers to get maximum conversions from their marketing campaigns by helping them generating high-quality leads. We help our clients to leverage from market opportunities by providing event data at affordable price. So partner with us at Span Global Services and opt for our cost-effective event marketing solutions if you want to amplify your audience engagement and close more valuable deals.
Call Us(Toll Free): 1 (877) 837-4884
Email Us: info@spanglobalservices.com
2018 Global Event Planner Sourcing InfographicCvent
For our 2018 Global Planner Sourcing Report, we went right to the source to find just what event planners are looking for when researching, choosing, and working with the perfect venue. In order to help our hospitality partners continue to build strong relationships with meeting and event professionals bringing business to their venues and destinations, the global survey aimed to ask the questions that’ll send the event industry into 2018 with ideas for improvement. Get a sneak peek at the results in this infographic
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...E Source Companies, LLC
When customer service professionals use customer experience management techniques like journey mapping to optimize transactions, they can reduce operational costs.
Digital Fundraising strategy guide with online fundraising campaign examples and case studies. This online fundraising presentation also makes recommendations on the systems and infrastructure you need to put in place and getting the right resources into the team.
Digital fundraising includes Email, Websites, Mobile, Social Media, Search, Content Marketing and more.
There is a shorter version of this presentation that just focuses on emerging Mobile, Content and Social Media fundraising.
As social users, we heard advice about social media left, right, and center! The 10 most common ones I hear from people either through conversation, or conducted as a question in a training session are the ones listed in this ppt! Check out these statements, and ask yourself …do they sound right, or are they false? I’ve included a tip after each slide, which would tell you whether you’re right or wrong, and why.
En este documento podrás encontrar que son las redes de computadoras, tipos, topologias, componentes de una red (hardware y software), elementos del software, protocolos, clases de protocolos y los tipos de cableado para una red.
Now What? How to Execute on your Customer Experience Strategysuitecx
Our latest presentation at the Total Digital Experience conference in August. Includes suggestions on executing Precision Marketing efforts based on a solid CX strategy. Features a client case study with examples of a successful contact strategy.
Customer Experience Improvement: Finding the Right Data Strategysuitecx
Despite trends in Big Data analytics, marketers are still missing a key component to understanding their customers' experiences: ethnographic data to better understand the "why," not just the "what."
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...Antony Adelaar
On the 30th September 2020 inQuba hosted the first Level Up CX Summit webinar on the Blueprint for Customer Management in the New Economy. During the webinar, the speakers covered:
- The reality of The 90% Economy
- The new customer mindset and how it affects you
- Adapting to the new realities
- Regaining the lost 10%, and beyond
Our speakers were Lior Arussy (CX & Strategy Execution, Creative Catalyst, Author LiorArussy.com) and Michael Renzon (CEO & Co-Founder inQuba)
Recording here: https://youtu.be/Q05gL_Ca7FA
Finding the perfect donor match for your charity is hard, even with all the best online targeting. So when you do find a donor who cares about your organisation and cause, you need to onboard them with a digital donor journey to make them feel loved and special.
Increase Customer Participation in Value-Added Programs with Journey MappingE Source Companies, LLC
Your utility’s core business of delivering energy safely and reliably to commercial, industrial, and residential customers is running smoothly and efficiently. But getting customers to participate in optional offerings—whether they’re energy-efficiency programs or paperless billing—never seems to get easier. If anything, as you juggle the sometimes competing priorities of customer needs, commission edicts, and organizational goals, increasing program participation becomes more difficult. If you could improve the customer experience (CX) of those programs and make it easier for customers to engage and participate in them, you’d have happier customers, happier customer service representatives (CSRs), and happier executives. In short, it’d be paradise.
The Critical Relationship Between DSM Programs and Customer ExperienceE Source Companies, LLC
If you’ve been running demand-side management (DSM) programs for a few years, you know where you need to focus—or do you? Historically, if you homed in on energy savings, cost- effectiveness, and regulatory compliance, that’d be enough to meet your regulatory obligations and pick some low-hanging efficiency fruit. But in today’s rapidly changing energy landscape, that’s no longer enough. Your customers—you’re not still calling them “meters” or “ratepayers,” are you?—have never had more choices or been more informed about energy than they are today. Their expectations are high, and they don’t have to come to you to get those expectations met.
How Utilities Can Reduce Costs and Efficiently Handle High-Volume Customer Tr...E Source Companies, LLC
Every utility has customer transactions that seem to flow through the organization like a flood, leaving behind a trail of expenses and operational headaches. If only you could improve and streamline those most high-volume transactions, you'd have happier customers, happier customer service representatives, and happier executives. Journey-mapping offers a way to map, analyze, and visualize how a customer engages with your utility's products, services, online experiences, trade allies, marketing efforts, and other channels. It captures customers' needs, processes, and perceptions at each touchpoint.
Shanelle Newton Clapham and Paul Bailey discuss how to integrate your online and offline fundraising channels to acquire new regular giving donors for your charity.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
https://www.spanglobalservices.com/event-marketing-services
There is no point in generating so many leads if that do not convert into customers. By providing authentic b2b mailing list, we at Span Global Services help marketers to get maximum conversions from their marketing campaigns by helping them generating high-quality leads. We help our clients to leverage from market opportunities by providing event data at affordable price. So partner with us at Span Global Services and opt for our cost-effective event marketing solutions if you want to amplify your audience engagement and close more valuable deals.
Call Us(Toll Free): 1 (877) 837-4884
Email Us: info@spanglobalservices.com
2018 Global Event Planner Sourcing InfographicCvent
For our 2018 Global Planner Sourcing Report, we went right to the source to find just what event planners are looking for when researching, choosing, and working with the perfect venue. In order to help our hospitality partners continue to build strong relationships with meeting and event professionals bringing business to their venues and destinations, the global survey aimed to ask the questions that’ll send the event industry into 2018 with ideas for improvement. Get a sneak peek at the results in this infographic
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Jo...E Source Companies, LLC
When customer service professionals use customer experience management techniques like journey mapping to optimize transactions, they can reduce operational costs.
Digital Fundraising strategy guide with online fundraising campaign examples and case studies. This online fundraising presentation also makes recommendations on the systems and infrastructure you need to put in place and getting the right resources into the team.
Digital fundraising includes Email, Websites, Mobile, Social Media, Search, Content Marketing and more.
There is a shorter version of this presentation that just focuses on emerging Mobile, Content and Social Media fundraising.
As social users, we heard advice about social media left, right, and center! The 10 most common ones I hear from people either through conversation, or conducted as a question in a training session are the ones listed in this ppt! Check out these statements, and ask yourself …do they sound right, or are they false? I’ve included a tip after each slide, which would tell you whether you’re right or wrong, and why.
En este documento podrás encontrar que son las redes de computadoras, tipos, topologias, componentes de una red (hardware y software), elementos del software, protocolos, clases de protocolos y los tipos de cableado para una red.
Folleto con las mejores ofertas de jardín en las siguientes categorías: riego, grifería, herramientas manuales, fitosanitarios, motor y maquinaria, bombas, camping, barbacoas, ordenación, pintura, aire libre, piscina, muebles y complementos, iluminación y decoración.
Tribus! Una visión del marketing Tribal por Paco Mira socialmib
Paco Mira ofrece su visión del marketing tribal en esta presentación. Colaborador de SocialMiB en diversos cursos de redes sociales y experto en Liderazgo.
You Know Me: Privacy in the Era of Customer Experience ManagementJahia Solutions Group
Traditionally, marketers make promises to customers and prospects, and the rest of the organization has to scramble to keep the promises. In today’s customer-centric era, that’s no longer tenable. Customers demand a seamless and cohesive experience. The entire organization must work as one, identity with the customer and ensure that expectations match reality.
The technical architecture that delivers customer experience must protect the customer relationship as well as flex to fulfill as-yet-unknown requirements even as it provides continuous value to each customer and internal user.
Together, empathy and agility form the crucial foundation for today’s competitive digital enterprise.
Join Tim Walters, co-founder and principal analyst at Digital Clarity Group, and Serge Huber, Chief Technology Officer at Jahia, for a lively discussion about the power of organizational empathy and agility in delivering quality customer experience.
Discover the following (and more!) in this dynamic one-hour webinar:
- How re-imagining customer relationships can drive enterprise-wide transformation.
- The power of Conway's Law
- The importance of your organization reflecting the experience you want to offer.
- What future-proofing your technology means in practical terms.
- The critical elements of agile architecture.
Digital transformation starts with the patient journey final 04212021Lisa Crymes
DIGITAL TRANSFORMATION STARTS
WITH THE PATIENT JOURNEY
Technology is driving our every day and medical practices are no different. We have moved to electronic claims, electronic medical records, patient portals, etc. but how do you determine what technologies right for your practice.
Digital transformation is about starting with the patient journey, it is not about adopting broad fads in technology like cloud, artificial intelligence or block chain.
If your company does not provide a great employee experience, there’s a very dangerous domino effect. Employees become resentful and they disengage. This disconnects eventually finds its way to customers in the form of poor service and inferior products.
What if your employees were your best advocates? A committed staff puts in 57% more effort on the job and is 87% less likely to resign!
Achieve engagement through connectivity, consistency, and continual improvement. Or face the consequences.
Engagement strategies for law firms to compete in the age of the customeredynamic
Today’s business relationships can be initiated online using personalized thought leadership content to attract prospects to your firm, engage with your attorneys, and transport them along a buying journey to becoming a client. Your digital platform is now the tool that builds trust and relationships with your clients.
How to Create a Digital Strategy for ProcurementProcurementIQ
Many organizations are considering the implementation of digital tools to optimize their procurement activities. But for newcomers to the digital procurement scene, the process can seem daunting at first. You probably have questions like:
- Where do I start?
- How can I create a successful digital strategy that will deliver the benefits we’re looking for?
- How do I get buy-in from procurement and organizational management?
Dynamics Day 2016: digital transformation - getting personalIntergen
Richard Brown and Lee Stevens look at the latest digital experience trends and how digital marketing technologies are becoming more customer-centric, helping you deliver the right message to the right person at the right time, across multiple channels – ultimately delivering business results.
Showcasing Human Capital: How to Effectively Market a Professional Services FirmAchieve Internet
Effective marketing tactics for professional services firm marketing. In a service firm marketers do not have the luxury of marketing product features. The one key differentiator becomes the quality of your people and your core competencies. This presentation covers the importance of your Human Capital and the people that make up your Professional Services Firm
How to Think Like an Insurtech - Design Thinking & Insurance at Insurance Ope...Josh Levine
Presented Mar 2019 at Insurance Operations Bootcamp 2019 / Las Vegas, Four Seasons Hotel (Resource Pro)
Attendees included operations and sales executives from agencies, brokers, MGAs, and carriers.
CHI's Next Generation Dx Summit 2022 | August 22-24, 2022 | Washington, D.C.James Prudhomme
Advancing Diagnostics Together
We are proud to host Cambridge Healthtech Institute's Fourteenth Annual Next Generation Dx Summit which will take place in-person at the Grand Hyatt Washington, D.C. on August 22-24. The Next Generation Dx Summit is the nexus for key opinion leaders across the world to share recent progress in diagnostic advancement and technology innovation. The event provides a valuable window on how point-of-care, infectious disease, liquid biopsy and companion diagnostics are changing the standard of care. Now in its fourteenth year, the Next Generation Dx Summit is a must-attend event with complete coverage of the most timely and important topics for the industry.
Today's marketer understands the value of creating and delivering personalized experiences. Yet when it comes to the healthcare industry, digital personalization presents a few distinct challenges.
As the industry moves to a more consumer-centric model, healthcare organizations need to engage with members on an individual level. Hear how some of these organizations are forging ahead by applying and benefiting from personalization tools to drive member engagement and retention.
In our webinar, Perficient Digital and Kaiser Permanente discussed how to:
-Engage your entire membership community through a personalized and connected experience
-Drive better outcomes and improve healthcare value
-Use Adobe Experience Cloud solutions to advance goals, such as improved member onboarding and new services engagement
Every customer interaction with a company is an opportunity for a lasting impression. When companies invest in Customer Experience improvements, they see revenue grow as high as 5x. As your customers' expectations increase, advances in CX management must keep pace.
Is a great customer experience an impossible ask? No. The challenge is where to start.
George Pace, Global Consulting Partner at Ogilvy Consulting, leads this webinar exploring the real ways Customer Experience drives revenue.
#FIRMday London 28/04/16 - Armstrong Craven 'Best Practice Talent PipeliningEmma Mirrington
Teresa Wykes from Armstrong Craven presents 'Best Practice Talent Pipelining' Essential learning for novices or a refresher session for those already doing it. Support for talent teams to handle and coach hiring managers as they are required to socialise with talent and lead their own succession planning. Theory, best practice, what works and doesn't work in this talent strategy approach.
How to Win the Big Bet on PersonalizationJake Borr
How often do you visit a site and are presented with content that does not pertain to your behavior and interests? While amusing at times, poorly personalized digital experiences can be frustrating for the end user, and reflect negatively on brand image.
Forrester research found that “Only 16% of marketers currently have the capability to capture customer intent and deliver real-time, behavior-based marketing across all channels.” While personalization’s slow adoption can be attributed to its perceived risk, <strong>personalization is a proven winner in terms of delivering greater engagement, sales uplift and repeat website visits
In this webinar, you will hear from Acquia and MRM on how to take the fear out of personalization, and how successful implementation can help your organization:
-Increase revenue from product recommendations
-Drive conversion rates with personalized call-to-actions (CTAs)
-Influence customer purchasing decisions
-Create a more consistent and engaging digital brand experience
Similar to Donor Journey Mapping at npConnect (20)
Giving Days & the Great Canadian Fundraising Landscape hjc
This week, hjc and Kimbia presents Giving Days & the Great Canadian Landscape webinar. Register for this webinar to learn:
- What is a Giving Day, and why your nonprofit should start now
- The state of the Canadian Fundraising landscape
- Real life case studies and how to benchmark yourselves
Whether you have a bit of experience or you're brand new to code, this webinar is right for you. Walk away with:
Valuable resources that will save you time during the holiday season
The ability to update your email design like a veteran developer
Tips on how to to update your HTML more efficiently
A decrease in daily frustrations when making web updates and more!
Play it Again, Sam: Monthly Giving Programs for Sustaining Donations "As Time...hjc
Speakers: SPEAKERS: Wendy Marinaccio Husman, Donordigital, Drew Seman, Senior Manager of Fundraising and Outreach, Ocean Conservancy
This session will highlight efforts you can take to grow your organization's monthly donor program. We’ll feature examples from The Ocean Conservancy, No Kid Hungry, and other nonprofits representing a variety of organization and sustainer program sizes. Learn strategies for monthly donor recruitment, upgrades, retention, and reinstatement; gather ideas for sustainer campaigns and conversion tactics; and come away with some information you can put to use right away.
Speed Dating the Data Geeks: What you need to know about Nonprofit Analytic T...hjc
Speakers: Richard Becker, Blackbaud, John Blackwell, INtegral, Joe Churpek, Analytical Ones, John Ernst, Integral, Julie Wilson, Integral
With more nonprofits investing in advanced measurement technologies and analytics to drive their multi-channel fundraising programs, the need to understand what to measure, what to model and what to expect from an analytic partner is greater than ever. Join leaders from some of the nonprofit industry’s top analytic consulting firms for a candid panel discussion on how programs at every maturity level should approach analytics.
Let it Go! Let it Go!: Adapting Fundraising and Engagement Messaging to Today...hjc
Speakers: Madeline Stanionis, M+R Strategic Services
Your work belongs to everybody now, and that's cool. Remember the good ol' days when you could pretty much hold your whole direct response program on a couple floppy disks and great big file cabinet -- and nobody commented on Facebook how much they hate your new logo? Well, that world is loooong gone and it's time to let go of all our outdated notions about controlling your message and your brand. In fact, letting go and watching how your supporters and volunteers and activists take your message, your work, and your brand out for a spin is totally awesome. In this session, we'll take a look at how the best and the bravest organizations have adapted their fundraising and engagement to this crazy new world and thrived (and how you can too)
Integrated Direct Response: Basics From the On and Offline Sides of the Marke...hjc
Speakers: Andrew Magnuson, American Heart Association Sherry Minton, American Heart Association
Do you work in digital fundraising and have no idea what your offline direct response colleagues mean when they talk about nickel packages and lot splits? Are you a direct mail guru who can’t figure out why your digital counterpart is obsessing over canonical tags and concatenation? Join us for this integrated direct marketing session and find out what really happens on the other side of the aisle. The leads of the on and offline direct response fundraising programs for the American Heart Association will take us through what they’ve learned about the similarities and differences of fundraising in their respective channels. We’ll examine whether the goals, planning cycles, metrics, donor life cycles, creative approaches, etc. are all that different, or is it, as the saying goes, “the more things change the more they remain the same"?
View this webinar to learn:
- How crowdfunding can find you new supporters
- How to use what’s working in the commercial world and bring the right elements over to make your charitable crowdfunding successful
- How to benchmark for success in crowdfunding
Using best practices and up-to-date case studies, learn how to do more than just raise money to make potato salad – learn how to raise money, find new supporters, build brand and make your organization stronger with crowdfunding.
Unlock the true potential of your event participantshjc
The donor journey doesn’t end at the finish line with event participants. With limited resources, every nonprofit organization has to maximize their Return on Investment (ROI) with every fundraising endeavor – including pledge events. That’s why hjc is beginning to obsess about a key question connected to the lifetime value (LTV) of an event participant: How much are they worth?
Do you know the Lifetime Value of your event participants? You should.
View this webinar to learn:
- Why stewardship is a vital investment that will lead to greater LTV of your event participants
- How to measure success of ROI
- Best practices on stewardship methods that will work for your nonprofit
Using best practices and up-to-date case studies, learn how two best-of-breed organizations with large annual pledge events step up to begin to answer that key questions of LTV for loyal fundraising event participants.
Using examples and data from the Blackbaud 2013 benchmark study; we’ll challenge your strategic thinking and help you understand how to be more successful as fundraisers, marketers and industry leaders.
A Critical Conversation after the launch of the new Blackbaud Index Canadahjc
Using examples and data from the new Index, and adding data from last year's major study of generational giving in Canada, we’ll challenge your strategic thinking and help you understand how to be more successful as fundraisers, marketers and industry leaders.
We will cover the following topics:
• how the new Blackbaud Index for Canada will transform the use of data for charities in Canada
• strategic and tactical takeaways now, and in the future, of this ever-fresh Blackbaud Index
• how to think critically about your Foundation, and how to remain at the forefront of fundraising excellence in Canada
How to leverage mobile technology and crowdfunding to engage more effectively with four generations of Canadian donors.
In this session, Michael Johnston, Founder and President at hjc, and Ken Kuhler, Interactive Strategy Manager at Blackbaud, cover the following topics:
• Mobile phone preferences and engagement habits of four generations of Canadian donors
• What crowdfunding is, and how it can help you fund your organization’s next big project
• Can’t-miss data, real-world examples, and useful tips for engaging with Canadian donors
Fundraising Trends and the Next Generation of Canadian Giving hjc
Fundraising Trends in 2013
Michael and Danielle focussed on fundraising trends such as social media, mobile, and crowdfunding and other can’t-miss insights from the 2013 Next Generation of Canadian Giving study.
Global Situational Awareness of A.I. and where its headedvikram sood
You can see the future first in San Francisco.
Over the past year, the talk of the town has shifted from $10 billion compute clusters to $100 billion clusters to trillion-dollar clusters. Every six months another zero is added to the boardroom plans. Behind the scenes, there’s a fierce scramble to secure every power contract still available for the rest of the decade, every voltage transformer that can possibly be procured. American big business is gearing up to pour trillions of dollars into a long-unseen mobilization of American industrial might. By the end of the decade, American electricity production will have grown tens of percent; from the shale fields of Pennsylvania to the solar farms of Nevada, hundreds of millions of GPUs will hum.
The AGI race has begun. We are building machines that can think and reason. By 2025/26, these machines will outpace college graduates. By the end of the decade, they will be smarter than you or I; we will have superintelligence, in the true sense of the word. Along the way, national security forces not seen in half a century will be un-leashed, and before long, The Project will be on. If we’re lucky, we’ll be in an all-out race with the CCP; if we’re unlucky, an all-out war.
Everyone is now talking about AI, but few have the faintest glimmer of what is about to hit them. Nvidia analysts still think 2024 might be close to the peak. Mainstream pundits are stuck on the wilful blindness of “it’s just predicting the next word”. They see only hype and business-as-usual; at most they entertain another internet-scale technological change.
Before long, the world will wake up. But right now, there are perhaps a few hundred people, most of them in San Francisco and the AI labs, that have situational awareness. Through whatever peculiar forces of fate, I have found myself amongst them. A few years ago, these people were derided as crazy—but they trusted the trendlines, which allowed them to correctly predict the AI advances of the past few years. Whether these people are also right about the next few years remains to be seen. But these are very smart people—the smartest people I have ever met—and they are the ones building this technology. Perhaps they will be an odd footnote in history, or perhaps they will go down in history like Szilard and Oppenheimer and Teller. If they are seeing the future even close to correctly, we are in for a wild ride.
Let me tell you what we see.
Adjusting primitives for graph : SHORT REPORT / NOTESSubhajit Sahu
Graph algorithms, like PageRank Compressed Sparse Row (CSR) is an adjacency-list based graph representation that is
Multiply with different modes (map)
1. Performance of sequential execution based vs OpenMP based vector multiply.
2. Comparing various launch configs for CUDA based vector multiply.
Sum with different storage types (reduce)
1. Performance of vector element sum using float vs bfloat16 as the storage type.
Sum with different modes (reduce)
1. Performance of sequential execution based vs OpenMP based vector element sum.
2. Performance of memcpy vs in-place based CUDA based vector element sum.
3. Comparing various launch configs for CUDA based vector element sum (memcpy).
4. Comparing various launch configs for CUDA based vector element sum (in-place).
Sum with in-place strategies of CUDA mode (reduce)
1. Comparing various launch configs for CUDA based vector element sum (in-place).
Unleashing the Power of Data_ Choosing a Trusted Analytics Platform.pdfEnterprise Wired
In this guide, we'll explore the key considerations and features to look for when choosing a Trusted analytics platform that meets your organization's needs and delivers actionable intelligence you can trust.
ViewShift: Hassle-free Dynamic Policy Enforcement for Every Data LakeWalaa Eldin Moustafa
Dynamic policy enforcement is becoming an increasingly important topic in today’s world where data privacy and compliance is a top priority for companies, individuals, and regulators alike. In these slides, we discuss how LinkedIn implements a powerful dynamic policy enforcement engine, called ViewShift, and integrates it within its data lake. We show the query engine architecture and how catalog implementations can automatically route table resolutions to compliance-enforcing SQL views. Such views have a set of very interesting properties: (1) They are auto-generated from declarative data annotations. (2) They respect user-level consent and preferences (3) They are context-aware, encoding a different set of transformations for different use cases (4) They are portable; while the SQL logic is only implemented in one SQL dialect, it is accessible in all engines.
#SQL #Views #Privacy #Compliance #DataLake
Chatty Kathy - UNC Bootcamp Final Project Presentation - Final Version - 5.23...John Andrews
SlideShare Description for "Chatty Kathy - UNC Bootcamp Final Project Presentation"
Title: Chatty Kathy: Enhancing Physical Activity Among Older Adults
Description:
Discover how Chatty Kathy, an innovative project developed at the UNC Bootcamp, aims to tackle the challenge of low physical activity among older adults. Our AI-driven solution uses peer interaction to boost and sustain exercise levels, significantly improving health outcomes. This presentation covers our problem statement, the rationale behind Chatty Kathy, synthetic data and persona creation, model performance metrics, a visual demonstration of the project, and potential future developments. Join us for an insightful Q&A session to explore the potential of this groundbreaking project.
Project Team: Jay Requarth, Jana Avery, John Andrews, Dr. Dick Davis II, Nee Buntoum, Nam Yeongjin & Mat Nicholas
Learn SQL from basic queries to Advance queriesmanishkhaire30
Dive into the world of data analysis with our comprehensive guide on mastering SQL! This presentation offers a practical approach to learning SQL, focusing on real-world applications and hands-on practice. Whether you're a beginner or looking to sharpen your skills, this guide provides the tools you need to extract, analyze, and interpret data effectively.
Key Highlights:
Foundations of SQL: Understand the basics of SQL, including data retrieval, filtering, and aggregation.
Advanced Queries: Learn to craft complex queries to uncover deep insights from your data.
Data Trends and Patterns: Discover how to identify and interpret trends and patterns in your datasets.
Practical Examples: Follow step-by-step examples to apply SQL techniques in real-world scenarios.
Actionable Insights: Gain the skills to derive actionable insights that drive informed decision-making.
Join us on this journey to enhance your data analysis capabilities and unlock the full potential of SQL. Perfect for data enthusiasts, analysts, and anyone eager to harness the power of data!
#DataAnalysis #SQL #LearningSQL #DataInsights #DataScience #Analytics
2. hjc : Holistic Strategy + Digital Fundraising Expertise
hjc
• Since 1992, we have pioneered and grown digital
and integrated fundraising programs for iconic
brands.We have a solid understanding of
technology and its potential for the non-profit
sector.
• We have developed digital programs along with
marketing and fundraising strategies for a diverse
client base — from some of the smallest charities to
multi-level international organizations.
• hjc has a full in house digital team as well as expert
consultants, including project managers,
copywriters, consultants, developers and designers
4. Customer Experience
• Organizations which provide a compelling customer experience reap
the benefits
• With products, services and pricing so competitive, customer
experience is the last remaining sustainable differentiator
• Journey Mapping is an emerging and powerful technique to
understand the needs of the customer, whether that customer is a
consumer, citizen, student, patient, user, employee, member, or
donor
proprietary and confidential 4
presented by hjc
5. “For many organizations, the goal of
turning customer experience (CX) into a
competitive advantage means recreating
themselves. That’s because the customer’s
experience is the result of every part of the
company working together, or failing to.”
-Adobe Quarterly Digital Intelligence Briefing
presented by hjc
6. …it’s got to go!
That 5 year lag
presented by hjc
12. { The Experience }
Journey Mapping the Patient Experience
proprietary and confidential 12
presented by hjc
13. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GETS A
SHOT
GOES
THROUGH
MRI
………
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECH
STAFF
PAGING
SYSTEM
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG
ROOM
BEHAVIORS
ATTITUDES
PEOPLE
THINGS
ONSTAGE
EXPERIENCE
PEOPLE
THINGS
BACKSTAGE
SUPPORT
Select a specific customer to map
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUTER
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
SHOT &
DRUGS
NURSE
TISSUES
CREATE INITIAL MAP
Attitudes, Behaviors and Experiences
14. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GETS A
SHOT
GOES
THROUGH
MRI
………
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUT.
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
SHOT &
DRUGS
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECH
STAFF
PAGING
SYSTEM
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG
ROOM
EVALUATE & PRIORITIZE
Identify moments that matter for the customer and the organization
NURSE
TISSUES
IMPACT MORE
STAFF
COST OF
DRUGS
IMAGING
TIME
SIDE
EFFECTS
15. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GETS A
SHOT
GOES
THROUGH
MRI
………
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUT.
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
SHOT &
DRUGS
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECH
STAFF
PAGING
SYSTEM
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG
ROOM
TISSUES
NURSE
ADD DETAIL TO UNDERSTAND
Gain deeper understanding of needs, and how those needs are fulfilled
FEEL SAFE
FEEL
BETTER
TAKE
IMAGE
DEVELOP
IMAGE
NEEDS
Roles & Processes POSITION
PATIENT
16. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GETS A
SHOT
GOES
THROUGH
MRI
………
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUT.
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
SHOT &
DRUGS
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECH
STAFF
PAGING
SYSTEM
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG
ROOM
EVALUATE & FRAME ISSUE OR OPPORTUNITY
Based on deep customer understanding
NURSE
FEEL SAFE
FEEL
BETTER
TISSUES
POSITION
PATIENT
TAKE
IMAGE
DEVELOP
IMAGE
18. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GETS A
SHOT
GOES
THROUGH
MRI
………
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUT.
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
SHOT &
DRUGS
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECH
STAFF
PAGING
SYSTEM
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG
ROOM
DESIGN NEW EXPERIENCES
Influence attitudes to change behaviors
TISSUES
NURSE
FEEL SAFE
IDEA: LET’S
GO
CAMPING
19.
20. GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO
MRI ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES
DOCTOR
ENTER
GOES
THROUGH
MRI
………
DOCTOR MOM
CHECKIN
NURSE
IMAGING
TECH
MOM
IMAGING
TECH
MRI
MACHINE
DESK &
COMPUT.
CHARTCAR
TAKE-
HOME
PACKET
MRI
MACHINE
AM I
REALLY
SICK?
THAT
LOOKS
SCARY!
WILL IT
HURT ME?!
MOM
CAN’T
HELP?
NO! NO!
PLEASE
NO!
I’M REALLY
NERVOUS
WISH I
WAS AT
SCHOOL
TECH.
WRITER
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
IMAGING
TECH
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
IDEA:
CAMP
GUIDE
WOW, A
CAMP-
FIRE!
FEELS LIKE
I’M
CAMPING
THIS ISN’T
TOO BAD
CAN WE
DO IT
AGAIN??
THIS
PLACE IS
NEAT!
TODAY
COULD BE
FUN
LAYS
DOWN IN
MACHINE
LISTENS TO
CRICKETS …
TEST NEW EXPERIENCES
New attitudes, new behaviors….different result
NURSE
HAS
MRI SCAN
IDEA:
CAMPING
SITE
IDEA:
CAMP
BACKPK
FEWER
STAFF
NO DRUGS
IMAGING
TIME ↓
↓ SIDE
EFFECTS
22. Lifecycle Marketing
You recognize that people go through stages as
they interact with your organization, and that
each stage requires different marketing actions.
proprietary and confidential 22
presented by hjc
23. Content Creation
You create targeted
content that answers
your donor's basic
questions and needs,
and you share that
content far and wide.
proprietary and confidential 23
presented by hjc
24. Personalization & Context
As you learn more
about your donors
over time, you can
better personalize your
messages to their
specific needs.
proprietary and confidential 24
presented by hjc
25. Multi-Channel Presence
Inbound marketing is
multi-channel by nature
because it approaches
people where they are,
in the channel where
they want to interact
with you.
proprietary and confidential 25
presented by hjc
27. Build Profiles / Personas
Buyer personas are fictional, generalized representations of your
ideal donors. They help you understand your donors (and
prospective donors) better, and make it easier for you to tailor
content to the specific needs, behaviors, and concerns of
different groups.
proprietary and confidential 27
presented by hjc
29. Map & Improve
a. Map Current Journeys
b. Improve & Innovate
c. Build Infrastructure & Processes to
Succeed
proprietary and confidential 29
presented by hjc
31. Improve & Innovate
• Identify “moments that matter” for each of your donor personas /
segments
• Create content that will help build a deeper bond with your donor at
that moment
• Ensure that your communications feel like a journey, not a million
different marketing messages
proprietary and confidential 31
presented by hjc
32. Build Infrastructure & Processes
• Look at the ‘on stage’ and ‘back
stage’ people and things needed
to create your journey
• Review current structure, culture
and skills and align to new
journey
proprietary and confidential 32
presented by hjc
33. Engage & Automate
a. Draft communication or
testing plan
b. Automate the plan
c. Hyper-personalize the plan
proprietary and confidential 33
presented by hjc
34. Measure & Manage
a. Identify & track KPIs
b. Test your assumptions
c. Build a feedback loop
d. Iterate & improve
proprietary and confidential 34
presented by hjc
35. Some KPIs to track:
• Time to 1st gift, 2nd gift, monthly gift, etc.
• # of gifts, average gift
• Retention rate
• Channel migration
• Engagement factors: inbound communications, clicks,
opens, downloads, subscribes, shares, comments
proprietary and confidential 35
presented by hjc
36. Ontario SPCA
•Data and Analytics
review
Psychodemographic
and Behavioural
Persona Creation
presented by hjc
38. Adopter Persona:
LYNN
Lives in rural community in
single family dwelling
Married, no children, 3 dogs,
1 cat
41 years old
High school diploma, some
technical training, works as
Office Manager in
Construction Company
Caucasian, English first
language, female
Interests:
proprietary and confidential
presented by hjc
39. St. Joseph’s Hospital Foundation
presented by hjc
• Patient journey mapping session
that brought together health centre
and foundation staff
• Provided the opportunity for cross
department collaboration and buy
in from key stakeholders across St.
Joe’s
• Valuable exercise to look at the
patient experience and the impact
on future donor behaviour
40. St. Joseph’s Hospital Foundation
presented by hjc
• With the goal of creating more
philanthropically aware grateful
patients, the team collaboratively
designed a series of donor-journey
centric interventions that will be
tested over the next year
• Each test addresses a ‘Moment
that Matters’ uncovered through
Journey Mapping
42. presented by hjc
1. Cross functional participation
2. Readiness and ability to analyze donor data/behaviour/demographics
3. Openness to generational donor segmentation
4. Having the technology to execute donor journeys
5. A commitment to Lifetime Value fundraising
6. A patience to invest, and wait, for the longer term returns of lifecycle
marketing
7. Understanding the channel differences of donor journeys
8. Ability to use data for personalized, differentiated donor journeys
9. Understanding that some journeys will be of non-donors and some of
donors
10. Knowing how donor journeys fit into strategic plans
Show that we are strategic in everything that we do. All of the tactics will come from an overarching strategy that is based in data and analytics and blends NPO specific strategy and trend identification.
This is our approach with you. Build over arching strategy which will integrate all communcaitnos pieces have a cohesive, strategic communications plan. Raise more money.
This is Doug Dietz
Mechanical engineer working for a leading medical services company
And this is his baby….(next slide)
...a pediatrics hospital
Technicians praise him again on machine’s usability and accuracy. Feeling top of his game
Observes a young patient – 7 years old - arriving for an MRI. She comes around the corner down the hallway, and sees the MRI machine.
“Guess what happens next?” (audience) Freaks out, cries, resists. Doug starts to become concerned
Technicians need the images, so what do they do next? (audience). Yeah, they have to sedate her!
Doug asks more questions of the staff – turns out they need to sedate 85% of child patients. Almost 9 in 10!!!!
Think of the impact to the patient – parents are concerned, potential for side effects, petrified young child
Think of the impact to the hospital – additional, high priced staff (anaesthesiologist), decreased throughput of machine, increase in insurance paperwork
Doug now feels like a complete failure. Machine is a success....experience is a failure.
Let’s pause Doug’s story here.....(next slide)
http://commonhealth.wbur.org/files/2012/05/MG_9247.jpg
…..and explain Journey Mapping, and how it could be used to reimagine this patient experience.
At the most basic level, personas allow you to personalize or target your marketing for different segments of your audience. For example, instead of sending the same lead nurturing emails to everyone in your database, you can segment by buyer persona and tailor your messaging according to what you know about those different personas.