SlideShare a Scribd company logo
LIVE WEBINAR
From Customer Journey Mapping to
Journey Orchestration
Revealing Customers’ Real Journeys & Nudging Them
Towards Their Goals
MARGOT BIRBECK
Director, inQuba Australia
margot.birbeck@inquba.com
ANTONY ADELAAR
Head of Product, inQuba
antony.adelaar@inquba.com
Welcome to our Webinar!
From Customer Journey Mapping to Journey Orchestration
Revealing customers real journeys & nudging them towards their goals
What’s keeping Execs
awake at night?
What are some of the things
Execs are thinking about?
Exploding data
90% of the world’s data was created in the last 2 years. Businesses need the
analytics and skills to makes sense of and tap into this insight
Switching Costs & Lapses
Customers’ switching costs are decreasing due to the growing choice of
channels available, and lapses are increasing
ACQUISITION
RETENTION
CROSS SELL
Rising Cost of Acquisition
Especially in the online space, aggregators & digital channel adoption make new
customers harder to convert, and increase the ease of switching
Return on CX Initiatives
As the customer journey becomes more intricate with multiple products and
channels, quantifying the return on CX becomes more challenging, & important
Growing Distance Between Business & Client
Touch matters, and it’s dwindling. Ecosystem Services and digital channel
adoption introduce complexity. A single customer view is essential
Helping end customers
achieve their desired
outcomes drives revenue
Customer centricity is a
cultural challenge and
interventions at key journey
points helps customers
achieve their goals
In order to get a full view of the
customer’s individual journey
integration of diverse data types
is required
Delighted customers are more
correlated with excellent
customer journeys than perfect
touchpoints
Empathy is achieved by
listening to and
understanding customers
across their journey
Large client bases need to
leverage big data and machine
learning and digital interactions
to empathise at scale
Operating
Model
Actioning
Systems
Customer
Measurement
& Insight
Approach to meeting
the challenge
So, how can Acquisition,
Retention & Cross-selling
be ensured along the
customers’ journey?
The Customer
Journey
CARD APPLICATION Assignee: Martha Willems
Note: Hi Martha, kindly contact…
New Case: Contact Customer
Today, 15:41
Acquisition
Retention
Cross Sell
ACTIVATION
Hi Charlotte, we see that you
may need some help with
activating your card. Can we give
you a quick call..?
TransAtlantic Bank
Today, 15:30
Yes please! ;-)
Charlotte Weaver
Today, 15:40
CASE STUDY
COMING UP!
ADMINISTER
Assignee: Jeff Halbert
Note: Hi Jeff, kindly contact…
New Case: Contact Customer
Today, 15:41
Hi Charlotte, thanks for bringing
this to our attention. We’ll call..
@TransAtlantic
Today, 15:41
Acquisition
Retention
Cross Sell
Wow @TransAtlantic, I’m a little
frustrated by the slow pace of this
credit limit increase process…
@charlotte99
Today, 15:40
CARD APPLICATION
The Customer
Journey
ADMINISTER
FINALISATION
Dear Charlotte
We would really value your
feedback on your credit limit
experience. Kindly take a minute…
TransAtlantic Bank
Today, 15:30
Acquisition
Retention
Cross Sell
Very good!
Charlotte Weaver
Today, 17:40
CARD APPLICATION
The Customer
Journey
OFFER
PURCHASE
Subject: Charlotte, this is for you
Hi Charlotte, we see that you’re planning
an international trip soon! You may be
interested in our travel insurance which
is available to you with a 30% saving this
week only. Please click here..
TransAtlantic Bank
Today, 15:30
Acquisition
Retention
Cross Sell
CARD APPLICATION
The Customer
Journey
Charlotte Weaver: charlotte@email.com
Acquisition
Retention
Cross Sell
CARD APPLICATION
The Customer
Journey
Helping end customers
achieve their desired
outcomes drives revenue
Customer centricity is a cultural
challenge and interventions at
key journey points helps
customers achieve their goals
In order to get a full view of the
customer’s individual journey
integration of diverse data
types is required
Delighted customers are more
correlated with excellent
customer journeys than perfect
touchpoints
Empathy is achieved by
listening to and
understanding customers
across their journey
Large client bases need to
leverage big data and machine
learning and digital interactions
to empathise at scale
Operating
Model
Actioning
SystemsCustomer
Measurement
& Insight
Approach to meeting
the challenge
Introduction to
inQuba
inQuba
Worldwide
FINANCIAL SERVICES INSURANCE
RETAIL
TELECOMS & ICT HOSPITALITY & LIFESTYLE
inQuba Engage
From simple blast communications to intricate, multi-wave
campaigns, Engage provides a graphical user interface,
personalization and a dynamic contacts repository
inQuba Journey Analytics
The processing of multi-channel data in order to expose and
visualise real customer journeys, and orchestration through
triggered and predictive interventions
inQuba CX
VoC capabilities through real-time, omni-channel surveys.
Feedback is anchored to the CEM Model, and analytics and
reports are made available through the platform
inQuba Social Media
Collection and response to unstructured commentary from
social channels, including real-time filtering, allocation and
tracking through dynamic dashboards
inQuba Case Management
Ticketing and collaborative service recovery in order to close
the loop on customers’ issues. SLAs and role-based
dashboards provide the required visibility.
SOFTWARESERVICES
inQuba Tribe-X
A comprehensive change orchestration program that helps
organizations to drive alignment between the brand promise
and the brand execution
inQuba Managed Services
Program structure, quality & stability; operations & change
management; reporting & visual data discovery; platform
services; and Adhoc reporting requirements
inQuba Journey Mapping
4 stage process of Journey Design, Data Fusion, Journey
Testing & Orchestration, Journey Orchestration
inQuba CX Net Promoter System (NPS)
NPS Program design and Orchestration for large Enterprise
inQuba Turnkey
Services & Software
Report:
Listed amongst 18 CFM vendors that support VoC programmes through a
broad capability set
“inQuba offers a customer journey modeler, a GUI-based journey data
modeler that captures customer journey data for each client…”
Report:
Gaining recognition in
Journey Analytics
Gartner Market Guide for
Voice-of-the-Customer
Solutions [REPORT]
November 2018
inQuba Leads Across VoC
& Journey Analytics
Customer Journey Maps versus
real Customer Journeys
inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]
APPLICATION
ACCEPT QUOTE
DOCUMENTATION
ACTIVATION
APPLICATION
EXPERIENCE
Understand real
Customer Journeys
MODELLED
CUSTOMER
JOURNEY
APPLICATION
ACCEPT QUOTE
DOCUMENTATION
ACTIVATION
APPLICATION
EXPERIENCE
Understand real
Customer Journeys
Understand real
Customer Journeys
Web
Branch
Call centre
Web
Branch
Email
Call centre
Social
Call center
CourierWeb
Branch
APPLICATION
EXPERIENCE
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Dear Charlotte
We would really value your
feedback on your recent application
experience. Kindly take a minute…
TransAtlantic Ins. Today, 15:30
Assignee: Martha Willems
Note: Hi Martha, kindly contact this
customer
New Case: Contact Customer
Today, 15:41
Subject: Julia, this is for you
Dear Charlotte
We see that you’ve got a shiny new
Volkswagen and we believe you’d be
interested in our scratch cover, to keep it
that way! And we’ll pay for the first 3
months of cover if you just answer a few
questions…
TransAtlantic Ins. Today, 15:30
Accept quote (agent)
Documentation (branch) Activation (web)
Personalised Interventions
To Nudge towards Goals
Helping end customers
achieve their desired
outcomes drives revenue
Customer centricity is a cultural
challenge and interventions at
key journey points helps
customers achieve their goals
In order to get a full view of the
customer’s individual journey
integration of diverse data
types is required
Delighted customers are more
correlated with excellent
customer journeys than perfect
touchpoints
Empathy is achieved by
listening to and
understanding customers
across their journey
Large client bases need to
leverage big data and machine
learning and digital interactions
to empathise at scale
Operating
Model
Actioning
SystemsCustomer
Measurement
& Insight
Approach to meeting
the challenge
How is all of this achieved?
Customer Journey
Management –
But, is there a CX ROI?
16% 25%
Annual improvement in return on
marketing investment (ROMI, 54%
greater) compared to others
3X Revenue from referrals compared to others
14X Customer win-back rates compared to others
Ref: Aberdeen Group
Other metrics include proportion of positive social media mentions,
average sales cycles, cross-sell & up-sell revenue
Study
Customer Journey
Management –
the next evolution of CX.
What are the
journey steps?
The Four
Journeys Steps
Data Fusion
Connect data sources (quantitative, qualitative insights from customers & transactional data)
across steps in a journey & entire journeys to create a unified view of a customer
Journey Design & Planning
Create a repository of journey maps for analysis to allow measurement of the journey &
measure interactions. It’s a conceptual mapping of who’s going on the journey
Journey & Testing Optimisation
Test journey changes & interventions, measure results, & optimize future interactions &
engagements across journeys. Including: hypotheses like sentiment, drop off & risk
Journey Automation & Orchestration
Automate interactions with intervention capabilities, through predictive & prescriptive analytics
enabled by machine learning, to nudge customers towards business outcomes
Journey
Design
& Planning
A repository of conceptual journey maps, and who’s
going where
Journey Design & Planning
CEM Model Anchoring
CEM model Quality attributes linked to experience &
measured through survey questions
Text analytics queries linked to the experience
to anchor themes
inQuba Analytics
Analytical and Operational reports
Journey Design & Planning
Rich Analytics
Research Apply Delivery Activate
Data
Fusion
Connect data sources to create a unified view of the
customer
Journey Analytics:
a layered solution
A B C D
LOB systems
1 2 3 4
Applications
JOURNEY ANALYTICS
Transactions from External
Systems
Example: LOB or Workflow Records
Quantitative Feedback Qualitative Feedback
Very good!
Charlotte Weaver
Today, 17:40
Wow @TransAtlantic, I’m a little
frustrated by the slow pace of
this claim…
@charlotte99 Today,
15:40
External Internal
Expired Transactions
(no further action)
Elapsed Period
Data Fusion
External & Internal Data
Data Fusion
Single View of Customer
Events
• Customer ID
• Email
• Mobile
Transactions
• Customer ID
• Email
• Mobile
Social Media
• Profile IDs
Customer Attributes
Quantitative Feedback
Dialogue responses
Cases
Conversations
Text Profiling
Transactional Information
Journey
Testing
Test interventions, measure results, optimise
engagements
Journey Testing Optimisation
Real Customer Journeys
Activation (web)
Journey Analytics
Application (web)
Application (branch)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
Accept quote (agent)
Documentation (branch)
Application (agent)
Accept quote (agent)
Policy application
Journey Testing Optimisation
Target Audience Creation
Journey
Automation &
Orchestration
Automate interactions, predictive & prescriptive analytics informed my
machine learning, nudge customers towards outcomes
Card application
Journey Analytics inQuba Engage
Subject: Charlotte, got two minutes?
Hi Charlotte, we’re thrilled that you’ve
successfully activated. We’d love to get
to know you. Please click..
TransAtlantic Ins. Today, 15:30
Automation & Orchestration
Engagement Orchestration
Card application
Journey Analytics inQuba Case Management
Hi Charlotte, we see that you
may need some help with your
application. Can we give call..?
TransAtlantic Ins. Today, 15:30
Assignee: Martha Willems
Note: Hi Martha, kindly contact…
New Case: Contact Customer
Today, 15:41
Card application
Yes please! ;-)
Charlotte Weaver Today, 15:40
Automation & Orchestration
Service Orchestration
Card application
Journey Analytics inQuba Social Media
Hi Charlotte, thanks for bringing
this to our attention. We’ll call..
@TransAtlantic Today, 15:41
Wow @TransAtlantic, I’m a little
frustrated by the lack of
communication from you..
@charlotte99 Today, 15:40
Automation & Orchestration
Service Orchestration
Card application
Journey Analytics
Dear Charlotte
We would really value your feedback
on your recent quote experience.
Kindly take a minute…
TransAtlantic Ins.
Today, 15:30
inQuba CX
Very good!
Charlotte Weaver
Today, 17:40
Automation & Orchestration
Feedback Orchestration
Card application
Journey Testing Optimisation,
Automation & Orchestration
Journey Analytics inQuba Single View
Subject: Charlotte, got two minutes?
Hi Charlotte, we’re thrilled that you’ve
successfully activated. We’d love to get
to know you. Please click here..
TransAtlantic Ins. Today, 15:30
Charlotte Weaver
CWeaver@email.com
Case
Study
VOC INSIGHTS
Customer Applies for a
Credit Card
Customer Accepts Quote Customer Receives Card
Customer activates and
spends
Application
incomplete
Quote
pending
Quote
declined
Application
fulfilled
Documents
outstanding
Card not
activated
No spend
after
activation
Post-experience
measurement
Delivery
Experience
Sales
Experience
Post-experience
measurement
Stall Points
Credit Card
Case Study
Measurement
Post-experience
measurement
Customer Applies for a
Credit Card
Customer Accepts Quote Customer Receives Card
Customer activates and
spends
Application
incomplete
Quote
pending
Quote
declined
Application
fulfilled
Documents
outstanding
Card not
activated
No spend
after
activation
N
T
U
VOC Data
Transactional
Data
Credit Data
Machine Learning
Machine
Learning
Machine
Learning
Machine
Learning
Credit Card
Case Study
ENGAGEMENTS FOR NUDGING
Credit Card
Case Study
RESULTS
108% Increase in Card Activation
98% Increase in Initial Spend
How do we do this
At Scale?
Dynamic Journeys
Customer journey modeller that builds journeys in real time
and can target customers based upon paths
Big Data Fusion
Structured and unstructured big data fusion from multiple
sources
Closed Loop Recovery
Integrated, real time, closed loop feedback getting the right
feedback to the right person at the right time
Sentiment Measures
Sentiment measurement model that integrates real time
text analytics and surveys across all journeys
Customer Memory
Single view linking all customer insights ensuring
contextual service and engagement
Engagement Communications
Highly personalised, contextual communications supported
by dialogues that update the customer memory
Machine Learning
Machine Learning to optimise goal achievement and
ensure scaled personalisation
Intuitive
Easy-to-use platform with graphical user interface,
integrated into a single experience
inQuba’s
Key Differentiators
Imagine you had the capability,
across millions of clients, to see
their journeys, & who’s cheering for
Wouldn’t that be a game changer?
That’s why we’re here.
Poll
LIVE WEBINAR
From Customer Journey Mapping to
Journey Orchestration
Revealing Customers’ Real Journeys & Nudging Them
Towards Their Goals
Journey Orchestration industry series
Handouts section within the webinar application
Complimentary
Papers
Q&A
Thank you for your time!
MAKE CONTACT
MARGOT BIRBECK
Director, inQuba Australia
margot.birbeck@inquba.com
ANTONY ADELAAR
Product Marketing, inQuba
antony.adelaar@inquba.com

More Related Content

What's hot

The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
Antony Adelaar
 
Retention dark horse growth marketing conference
Retention dark horse growth marketing conferenceRetention dark horse growth marketing conference
Retention dark horse growth marketing conference
Valentin Radu
 
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
Antony Adelaar
 
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
Antony Adelaar
 
Customer Experience in eCommerce: Net Promoter Score
Customer Experience in eCommerce: Net Promoter ScoreCustomer Experience in eCommerce: Net Promoter Score
Customer Experience in eCommerce: Net Promoter Score
Valentin Radu
 
5 NPS Secrets in Customer Service
5 NPS Secrets in Customer Service5 NPS Secrets in Customer Service
5 NPS Secrets in Customer Service
Harry Heijligers, PMP ★ NLP ★
 
The Customer Experience Is Your Brand
The Customer Experience Is Your BrandThe Customer Experience Is Your Brand
The Customer Experience Is Your Brand
Drew Diskin
 
Customer Experience (cx) vs. Customer Service: and How Both are Important
Customer Experience (cx) vs. Customer Service: and How Both are ImportantCustomer Experience (cx) vs. Customer Service: and How Both are Important
Customer Experience (cx) vs. Customer Service: and How Both are Important
Naina Rajput
 
Brand experience – a Ticketmaster Case Study
Brand experience – a Ticketmaster Case StudyBrand experience – a Ticketmaster Case Study
Brand experience – a Ticketmaster Case Study
Qualtrics
 
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
Antony Adelaar
 
How to Meet the Expectations of Today's Customers | Acefone
How to Meet the Expectations of Today's Customers | AcefoneHow to Meet the Expectations of Today's Customers | Acefone
How to Meet the Expectations of Today's Customers | Acefone
Naina Rajput
 
The king is dead! Long live the... God? Customer-centricity is becoming a must!
The king is dead! Long live the... God? Customer-centricity is becoming a must!The king is dead! Long live the... God? Customer-centricity is becoming a must!
The king is dead! Long live the... God? Customer-centricity is becoming a must!
Valentin Radu
 
inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
inQuba: The Science of Retaining Customers in Financial Services [US Webinar] inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
Antony Adelaar
 
Customer Experience (CX)
Customer Experience (CX)Customer Experience (CX)
Customer Experience (CX)
Ramadan Babers, PhD
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
Centerline Digital
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
ClearAction
 
Customer experience management (cem)
Customer experience management (cem)Customer experience management (cem)
Customer experience management (cem)
Saurabh Sawhney
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
Valentin - Corneliu Clejan
 
Building Customer Experience
Building Customer ExperienceBuilding Customer Experience
Building Customer Experience
Harsha MV
 
10 Steps to Mapping Your Customer Journey
10 Steps to Mapping Your Customer Journey10 Steps to Mapping Your Customer Journey
10 Steps to Mapping Your Customer Journey
Qualtrics
 

What's hot (20)

The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
The Marketing Role of the CX Professional | inQuba & Tech Mahindra [LEVEL UP ...
 
Retention dark horse growth marketing conference
Retention dark horse growth marketing conferenceRetention dark horse growth marketing conference
Retention dark horse growth marketing conference
 
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
inQuba: Customer Journey Management for Insurers - The Science of Winning & K...
 
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
From Journey Mapping to Journey Management: the Evolution of CX in Telco & Ut...
 
Customer Experience in eCommerce: Net Promoter Score
Customer Experience in eCommerce: Net Promoter ScoreCustomer Experience in eCommerce: Net Promoter Score
Customer Experience in eCommerce: Net Promoter Score
 
5 NPS Secrets in Customer Service
5 NPS Secrets in Customer Service5 NPS Secrets in Customer Service
5 NPS Secrets in Customer Service
 
The Customer Experience Is Your Brand
The Customer Experience Is Your BrandThe Customer Experience Is Your Brand
The Customer Experience Is Your Brand
 
Customer Experience (cx) vs. Customer Service: and How Both are Important
Customer Experience (cx) vs. Customer Service: and How Both are ImportantCustomer Experience (cx) vs. Customer Service: and How Both are Important
Customer Experience (cx) vs. Customer Service: and How Both are Important
 
Brand experience – a Ticketmaster Case Study
Brand experience – a Ticketmaster Case StudyBrand experience – a Ticketmaster Case Study
Brand experience – a Ticketmaster Case Study
 
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
Score 100% for CX in The 90% Economy - A Blueprint for CX [LEVEL UP CX SUMMIT...
 
How to Meet the Expectations of Today's Customers | Acefone
How to Meet the Expectations of Today's Customers | AcefoneHow to Meet the Expectations of Today's Customers | Acefone
How to Meet the Expectations of Today's Customers | Acefone
 
The king is dead! Long live the... God? Customer-centricity is becoming a must!
The king is dead! Long live the... God? Customer-centricity is becoming a must!The king is dead! Long live the... God? Customer-centricity is becoming a must!
The king is dead! Long live the... God? Customer-centricity is becoming a must!
 
inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
inQuba: The Science of Retaining Customers in Financial Services [US Webinar] inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
inQuba: The Science of Retaining Customers in Financial Services [US Webinar]
 
Customer Experience (CX)
Customer Experience (CX)Customer Experience (CX)
Customer Experience (CX)
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
 
Customer experience management (cem)
Customer experience management (cem)Customer experience management (cem)
Customer experience management (cem)
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 
Building Customer Experience
Building Customer ExperienceBuilding Customer Experience
Building Customer Experience
 
10 Steps to Mapping Your Customer Journey
10 Steps to Mapping Your Customer Journey10 Steps to Mapping Your Customer Journey
10 Steps to Mapping Your Customer Journey
 

Similar to inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]

Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
Antony Adelaar
 
Full Smarter Commerce Global Summit Agenda
Full Smarter Commerce Global Summit AgendaFull Smarter Commerce Global Summit Agenda
Full Smarter Commerce Global Summit Agenda
FEL4
 
Enterprise Marketing Management (EMM) Overview
Enterprise Marketing Management (EMM) OverviewEnterprise Marketing Management (EMM) Overview
Enterprise Marketing Management (EMM) Overview
RussellRosen
 
Digital marketing(1412)
Digital marketing(1412)Digital marketing(1412)
Digital marketing(1412)
Upasana Nigam
 
The Agency in Transformation: How Customer Journeys Will Transform the Agen...
The Agency in Transformation: How Customer Journeys Will Transform the Agen...The Agency in Transformation: How Customer Journeys Will Transform the Agen...
The Agency in Transformation: How Customer Journeys Will Transform the Agen...
Gleanster Research
 
Digital onboarding
Digital onboardingDigital onboarding
Digital onboarding
Brendan Abbott
 
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
Pointillist
 
ecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdfecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdf
etebarkhmichale
 
StephenAris_examples
StephenAris_examplesStephenAris_examples
StephenAris_examples
pm2120600
 
Digital Transformation Book of Dreams v1
Digital Transformation Book of Dreams v1Digital Transformation Book of Dreams v1
Digital Transformation Book of Dreams v1
Matt Bruns
 
Omni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & ExecutionOmni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & Execution
G3 Communications
 
Build Customer Loyalty | Pobuca Loyalty
Build Customer Loyalty | Pobuca LoyaltyBuild Customer Loyalty | Pobuca Loyalty
Build Customer Loyalty | Pobuca Loyalty
Pobuca
 
GodZilla Finance - Presentation.pptx
GodZilla Finance - Presentation.pptxGodZilla Finance - Presentation.pptx
GodZilla Finance - Presentation.pptx
AliElouafiq
 
How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT
Bobhallahan
 
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
Antony Adelaar
 
Branch Transformation
Branch TransformationBranch Transformation
Digital Servicing Using Artificial Intelligence
Digital Servicing Using Artificial IntelligenceDigital Servicing Using Artificial Intelligence
Digital Servicing Using Artificial Intelligence
René Werner
 
SAP Hybris Marketing - Cosmin Costea
SAP Hybris Marketing - Cosmin CosteaSAP Hybris Marketing - Cosmin Costea
SAP Hybris Marketing - Cosmin Costea
Institutul de Marketing
 
20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal
Capgemini
 
20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal
Pascal Spelier
 

Similar to inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar] (20)

Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...
 
Full Smarter Commerce Global Summit Agenda
Full Smarter Commerce Global Summit AgendaFull Smarter Commerce Global Summit Agenda
Full Smarter Commerce Global Summit Agenda
 
Enterprise Marketing Management (EMM) Overview
Enterprise Marketing Management (EMM) OverviewEnterprise Marketing Management (EMM) Overview
Enterprise Marketing Management (EMM) Overview
 
Digital marketing(1412)
Digital marketing(1412)Digital marketing(1412)
Digital marketing(1412)
 
The Agency in Transformation: How Customer Journeys Will Transform the Agen...
The Agency in Transformation: How Customer Journeys Will Transform the Agen...The Agency in Transformation: How Customer Journeys Will Transform the Agen...
The Agency in Transformation: How Customer Journeys Will Transform the Agen...
 
Digital onboarding
Digital onboardingDigital onboarding
Digital onboarding
 
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...
 
ecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdfecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdf
 
StephenAris_examples
StephenAris_examplesStephenAris_examples
StephenAris_examples
 
Digital Transformation Book of Dreams v1
Digital Transformation Book of Dreams v1Digital Transformation Book of Dreams v1
Digital Transformation Book of Dreams v1
 
Omni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & ExecutionOmni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & Execution
 
Build Customer Loyalty | Pobuca Loyalty
Build Customer Loyalty | Pobuca LoyaltyBuild Customer Loyalty | Pobuca Loyalty
Build Customer Loyalty | Pobuca Loyalty
 
GodZilla Finance - Presentation.pptx
GodZilla Finance - Presentation.pptxGodZilla Finance - Presentation.pptx
GodZilla Finance - Presentation.pptx
 
How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT
 
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
inQuba: The Science of Retaining Customers in Financial Services & Insurance ...
 
Branch Transformation
Branch TransformationBranch Transformation
Branch Transformation
 
Digital Servicing Using Artificial Intelligence
Digital Servicing Using Artificial IntelligenceDigital Servicing Using Artificial Intelligence
Digital Servicing Using Artificial Intelligence
 
SAP Hybris Marketing - Cosmin Costea
SAP Hybris Marketing - Cosmin CosteaSAP Hybris Marketing - Cosmin Costea
SAP Hybris Marketing - Cosmin Costea
 
20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal
 
20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal20151014 Presentation Conferência Banca e Seguros Portugal
20151014 Presentation Conferência Banca e Seguros Portugal
 

Recently uploaded

InflectraCON 360: Risk-Based Testing for Mission Critical Systems
InflectraCON 360: Risk-Based Testing for Mission Critical SystemsInflectraCON 360: Risk-Based Testing for Mission Critical Systems
InflectraCON 360: Risk-Based Testing for Mission Critical Systems
Inflectra
 
To Avoid Mistakes When Using Online Attendance Sheets
To Avoid Mistakes When Using Online Attendance SheetsTo Avoid Mistakes When Using Online Attendance Sheets
To Avoid Mistakes When Using Online Attendance Sheets
Task Tracker
 
🚂🚘 Premium Girls Call Ranchi 🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
🚂🚘 Premium Girls Call Ranchi  🛵🚡000XX00000 💃 Choose Best And Top Girl Service...🚂🚘 Premium Girls Call Ranchi  🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
🚂🚘 Premium Girls Call Ranchi 🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
bahubalikumar09988
 
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
902basic
 
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
norina2645
 
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdfAI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
Daniel Zivkovic
 
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
rachitkumar09887
 
BATber53 AWS Modernize your applications with purpose-built AWS databases
BATber53 AWS Modernize your applications with purpose-built AWS databasesBATber53 AWS Modernize your applications with purpose-built AWS databases
BATber53 AWS Modernize your applications with purpose-built AWS databases
BATbern
 
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
aslasdfmkhan4750
 
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
dream girl
 
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
simran hot girls
 
當測試開始左移
當測試開始左移當測試開始左移
當測試開始左移
Jersey (CHE-PING) Su
 
Tour and travel website management in odoo,
Tour and travel website management in odoo,Tour and travel website management in odoo,
Tour and travel website management in odoo,
Axis Technolabs
 
ERP Software Solutions Provider in Coimbatore
ERP Software Solutions Provider in CoimbatoreERP Software Solutions Provider in Coimbatore
ERP Software Solutions Provider in Coimbatore
Nextskill Technologies
 
Artificial intelligence in customer services or chatbots
Artificial intelligence  in customer services or chatbotsArtificial intelligence  in customer services or chatbots
Artificial intelligence in customer services or chatbots
kayash1656
 
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
jealousviolet
 
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
45unexpected
 
Mobile App Development Company in Noida - Drona Infotech.
Mobile App Development Company in Noida - Drona Infotech.Mobile App Development Company in Noida - Drona Infotech.
Mobile App Development Company in Noida - Drona Infotech.
Mobile App Development Company in Noida - Drona Infotech
 
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
ashiklo9823
 
GT degree offer diploma Transcript
GT degree offer diploma TranscriptGT degree offer diploma Transcript
GT degree offer diploma Transcript
attueb
 

Recently uploaded (20)

InflectraCON 360: Risk-Based Testing for Mission Critical Systems
InflectraCON 360: Risk-Based Testing for Mission Critical SystemsInflectraCON 360: Risk-Based Testing for Mission Critical Systems
InflectraCON 360: Risk-Based Testing for Mission Critical Systems
 
To Avoid Mistakes When Using Online Attendance Sheets
To Avoid Mistakes When Using Online Attendance SheetsTo Avoid Mistakes When Using Online Attendance Sheets
To Avoid Mistakes When Using Online Attendance Sheets
 
🚂🚘 Premium Girls Call Ranchi 🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
🚂🚘 Premium Girls Call Ranchi  🛵🚡000XX00000 💃 Choose Best And Top Girl Service...🚂🚘 Premium Girls Call Ranchi  🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
🚂🚘 Premium Girls Call Ranchi 🛵🚡000XX00000 💃 Choose Best And Top Girl Service...
 
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
Private Girls Call Navi Mumbai 🛵🚡9820252231 💃 Choose Best And Top Girl Servic...
 
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
Celebrity Girls Call Mumbai 🛵🚡9910780858 💃 Choose Best And Top Girl Service A...
 
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdfAI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
AI - Your Startup Sidekick (Leveraging AI to Bootstrap a Lean Startup).pdf
 
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
Agra Girls Call Agra 0X0000000X Unlimited Short Providing Girls Service Avail...
 
BATber53 AWS Modernize your applications with purpose-built AWS databases
BATber53 AWS Modernize your applications with purpose-built AWS databasesBATber53 AWS Modernize your applications with purpose-built AWS databases
BATber53 AWS Modernize your applications with purpose-built AWS databases
 
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
Independent Girls Call ServiCe Hyderabad 0000000000 Tanisha Best High Class H...
 
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
Russian Girls Call Mumbai 🛵🚡9833363713 💃 Choose Best And Top Girl Service And...
 
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
Girls Call Jogeshwari 9967584737 Provide Best And Top Girl Service And No1 in...
 
當測試開始左移
當測試開始左移當測試開始左移
當測試開始左移
 
Tour and travel website management in odoo,
Tour and travel website management in odoo,Tour and travel website management in odoo,
Tour and travel website management in odoo,
 
ERP Software Solutions Provider in Coimbatore
ERP Software Solutions Provider in CoimbatoreERP Software Solutions Provider in Coimbatore
ERP Software Solutions Provider in Coimbatore
 
Artificial intelligence in customer services or chatbots
Artificial intelligence  in customer services or chatbotsArtificial intelligence  in customer services or chatbots
Artificial intelligence in customer services or chatbots
 
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
VVIP Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 i...
 
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
Celebrity Girls Call Mumbai 9920725232 Unlimited Short Providing Girls Servic...
 
Mobile App Development Company in Noida - Drona Infotech.
Mobile App Development Company in Noida - Drona Infotech.Mobile App Development Company in Noida - Drona Infotech.
Mobile App Development Company in Noida - Drona Infotech.
 
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
Vip Girls Call ServiCe Hyderabad 0000000000 Pooja Best High Class Hyderabad A...
 
GT degree offer diploma Transcript
GT degree offer diploma TranscriptGT degree offer diploma Transcript
GT degree offer diploma Transcript
 

inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]

  • 1. LIVE WEBINAR From Customer Journey Mapping to Journey Orchestration Revealing Customers’ Real Journeys & Nudging Them Towards Their Goals
  • 2. MARGOT BIRBECK Director, inQuba Australia margot.birbeck@inquba.com ANTONY ADELAAR Head of Product, inQuba antony.adelaar@inquba.com Welcome to our Webinar! From Customer Journey Mapping to Journey Orchestration Revealing customers real journeys & nudging them towards their goals
  • 4. What are some of the things Execs are thinking about? Exploding data 90% of the world’s data was created in the last 2 years. Businesses need the analytics and skills to makes sense of and tap into this insight Switching Costs & Lapses Customers’ switching costs are decreasing due to the growing choice of channels available, and lapses are increasing ACQUISITION RETENTION CROSS SELL Rising Cost of Acquisition Especially in the online space, aggregators & digital channel adoption make new customers harder to convert, and increase the ease of switching Return on CX Initiatives As the customer journey becomes more intricate with multiple products and channels, quantifying the return on CX becomes more challenging, & important Growing Distance Between Business & Client Touch matters, and it’s dwindling. Ecosystem Services and digital channel adoption introduce complexity. A single customer view is essential
  • 5. Helping end customers achieve their desired outcomes drives revenue Customer centricity is a cultural challenge and interventions at key journey points helps customers achieve their goals In order to get a full view of the customer’s individual journey integration of diverse data types is required Delighted customers are more correlated with excellent customer journeys than perfect touchpoints Empathy is achieved by listening to and understanding customers across their journey Large client bases need to leverage big data and machine learning and digital interactions to empathise at scale Operating Model Actioning Systems Customer Measurement & Insight Approach to meeting the challenge
  • 6. So, how can Acquisition, Retention & Cross-selling be ensured along the customers’ journey?
  • 7. The Customer Journey CARD APPLICATION Assignee: Martha Willems Note: Hi Martha, kindly contact… New Case: Contact Customer Today, 15:41 Acquisition Retention Cross Sell ACTIVATION Hi Charlotte, we see that you may need some help with activating your card. Can we give you a quick call..? TransAtlantic Bank Today, 15:30 Yes please! ;-) Charlotte Weaver Today, 15:40 CASE STUDY COMING UP!
  • 8. ADMINISTER Assignee: Jeff Halbert Note: Hi Jeff, kindly contact… New Case: Contact Customer Today, 15:41 Hi Charlotte, thanks for bringing this to our attention. We’ll call.. @TransAtlantic Today, 15:41 Acquisition Retention Cross Sell Wow @TransAtlantic, I’m a little frustrated by the slow pace of this credit limit increase process… @charlotte99 Today, 15:40 CARD APPLICATION The Customer Journey
  • 9. ADMINISTER FINALISATION Dear Charlotte We would really value your feedback on your credit limit experience. Kindly take a minute… TransAtlantic Bank Today, 15:30 Acquisition Retention Cross Sell Very good! Charlotte Weaver Today, 17:40 CARD APPLICATION The Customer Journey
  • 10. OFFER PURCHASE Subject: Charlotte, this is for you Hi Charlotte, we see that you’re planning an international trip soon! You may be interested in our travel insurance which is available to you with a 30% saving this week only. Please click here.. TransAtlantic Bank Today, 15:30 Acquisition Retention Cross Sell CARD APPLICATION The Customer Journey
  • 11. Charlotte Weaver: charlotte@email.com Acquisition Retention Cross Sell CARD APPLICATION The Customer Journey
  • 12. Helping end customers achieve their desired outcomes drives revenue Customer centricity is a cultural challenge and interventions at key journey points helps customers achieve their goals In order to get a full view of the customer’s individual journey integration of diverse data types is required Delighted customers are more correlated with excellent customer journeys than perfect touchpoints Empathy is achieved by listening to and understanding customers across their journey Large client bases need to leverage big data and machine learning and digital interactions to empathise at scale Operating Model Actioning SystemsCustomer Measurement & Insight Approach to meeting the challenge
  • 15. FINANCIAL SERVICES INSURANCE RETAIL TELECOMS & ICT HOSPITALITY & LIFESTYLE
  • 16. inQuba Engage From simple blast communications to intricate, multi-wave campaigns, Engage provides a graphical user interface, personalization and a dynamic contacts repository inQuba Journey Analytics The processing of multi-channel data in order to expose and visualise real customer journeys, and orchestration through triggered and predictive interventions inQuba CX VoC capabilities through real-time, omni-channel surveys. Feedback is anchored to the CEM Model, and analytics and reports are made available through the platform inQuba Social Media Collection and response to unstructured commentary from social channels, including real-time filtering, allocation and tracking through dynamic dashboards inQuba Case Management Ticketing and collaborative service recovery in order to close the loop on customers’ issues. SLAs and role-based dashboards provide the required visibility. SOFTWARESERVICES inQuba Tribe-X A comprehensive change orchestration program that helps organizations to drive alignment between the brand promise and the brand execution inQuba Managed Services Program structure, quality & stability; operations & change management; reporting & visual data discovery; platform services; and Adhoc reporting requirements inQuba Journey Mapping 4 stage process of Journey Design, Data Fusion, Journey Testing & Orchestration, Journey Orchestration inQuba CX Net Promoter System (NPS) NPS Program design and Orchestration for large Enterprise inQuba Turnkey Services & Software
  • 17. Report: Listed amongst 18 CFM vendors that support VoC programmes through a broad capability set “inQuba offers a customer journey modeler, a GUI-based journey data modeler that captures customer journey data for each client…” Report: Gaining recognition in Journey Analytics
  • 18. Gartner Market Guide for Voice-of-the-Customer Solutions [REPORT] November 2018 inQuba Leads Across VoC & Journey Analytics
  • 19. Customer Journey Maps versus real Customer Journeys
  • 23. Understand real Customer Journeys Web Branch Call centre Web Branch Email Call centre Social Call center CourierWeb Branch APPLICATION EXPERIENCE
  • 24. Application (web) Application (branch) Application (agent) Accept quote (agent) Accept quote (web) Documentation (branch) Documentation (email) Accept quote (agent) Activation (web) 325 Dear Charlotte We would really value your feedback on your recent application experience. Kindly take a minute… TransAtlantic Ins. Today, 15:30 Assignee: Martha Willems Note: Hi Martha, kindly contact this customer New Case: Contact Customer Today, 15:41 Subject: Julia, this is for you Dear Charlotte We see that you’ve got a shiny new Volkswagen and we believe you’d be interested in our scratch cover, to keep it that way! And we’ll pay for the first 3 months of cover if you just answer a few questions… TransAtlantic Ins. Today, 15:30 Accept quote (agent) Documentation (branch) Activation (web) Personalised Interventions To Nudge towards Goals
  • 25. Helping end customers achieve their desired outcomes drives revenue Customer centricity is a cultural challenge and interventions at key journey points helps customers achieve their goals In order to get a full view of the customer’s individual journey integration of diverse data types is required Delighted customers are more correlated with excellent customer journeys than perfect touchpoints Empathy is achieved by listening to and understanding customers across their journey Large client bases need to leverage big data and machine learning and digital interactions to empathise at scale Operating Model Actioning SystemsCustomer Measurement & Insight Approach to meeting the challenge How is all of this achieved?
  • 27. 16% 25% Annual improvement in return on marketing investment (ROMI, 54% greater) compared to others 3X Revenue from referrals compared to others 14X Customer win-back rates compared to others Ref: Aberdeen Group Other metrics include proportion of positive social media mentions, average sales cycles, cross-sell & up-sell revenue Study
  • 28. Customer Journey Management – the next evolution of CX. What are the journey steps?
  • 29. The Four Journeys Steps Data Fusion Connect data sources (quantitative, qualitative insights from customers & transactional data) across steps in a journey & entire journeys to create a unified view of a customer Journey Design & Planning Create a repository of journey maps for analysis to allow measurement of the journey & measure interactions. It’s a conceptual mapping of who’s going on the journey Journey & Testing Optimisation Test journey changes & interventions, measure results, & optimize future interactions & engagements across journeys. Including: hypotheses like sentiment, drop off & risk Journey Automation & Orchestration Automate interactions with intervention capabilities, through predictive & prescriptive analytics enabled by machine learning, to nudge customers towards business outcomes
  • 30. Journey Design & Planning A repository of conceptual journey maps, and who’s going where
  • 31. Journey Design & Planning CEM Model Anchoring CEM model Quality attributes linked to experience & measured through survey questions Text analytics queries linked to the experience to anchor themes
  • 32. inQuba Analytics Analytical and Operational reports Journey Design & Planning Rich Analytics Research Apply Delivery Activate
  • 33. Data Fusion Connect data sources to create a unified view of the customer
  • 34. Journey Analytics: a layered solution A B C D LOB systems 1 2 3 4 Applications JOURNEY ANALYTICS
  • 35. Transactions from External Systems Example: LOB or Workflow Records Quantitative Feedback Qualitative Feedback Very good! Charlotte Weaver Today, 17:40 Wow @TransAtlantic, I’m a little frustrated by the slow pace of this claim… @charlotte99 Today, 15:40 External Internal Expired Transactions (no further action) Elapsed Period Data Fusion External & Internal Data
  • 36. Data Fusion Single View of Customer Events • Customer ID • Email • Mobile Transactions • Customer ID • Email • Mobile Social Media • Profile IDs Customer Attributes Quantitative Feedback Dialogue responses Cases Conversations Text Profiling Transactional Information
  • 37. Journey Testing Test interventions, measure results, optimise engagements
  • 38. Journey Testing Optimisation Real Customer Journeys Activation (web) Journey Analytics Application (web) Application (branch) Accept quote (web) Documentation (branch) Documentation (email) Accept quote (agent) Activation (web) Accept quote (agent) Documentation (branch) Application (agent) Accept quote (agent) Policy application
  • 40. Journey Automation & Orchestration Automate interactions, predictive & prescriptive analytics informed my machine learning, nudge customers towards outcomes
  • 41. Card application Journey Analytics inQuba Engage Subject: Charlotte, got two minutes? Hi Charlotte, we’re thrilled that you’ve successfully activated. We’d love to get to know you. Please click.. TransAtlantic Ins. Today, 15:30 Automation & Orchestration Engagement Orchestration
  • 42. Card application Journey Analytics inQuba Case Management Hi Charlotte, we see that you may need some help with your application. Can we give call..? TransAtlantic Ins. Today, 15:30 Assignee: Martha Willems Note: Hi Martha, kindly contact… New Case: Contact Customer Today, 15:41 Card application Yes please! ;-) Charlotte Weaver Today, 15:40 Automation & Orchestration Service Orchestration
  • 43. Card application Journey Analytics inQuba Social Media Hi Charlotte, thanks for bringing this to our attention. We’ll call.. @TransAtlantic Today, 15:41 Wow @TransAtlantic, I’m a little frustrated by the lack of communication from you.. @charlotte99 Today, 15:40 Automation & Orchestration Service Orchestration
  • 44. Card application Journey Analytics Dear Charlotte We would really value your feedback on your recent quote experience. Kindly take a minute… TransAtlantic Ins. Today, 15:30 inQuba CX Very good! Charlotte Weaver Today, 17:40 Automation & Orchestration Feedback Orchestration
  • 45. Card application Journey Testing Optimisation, Automation & Orchestration Journey Analytics inQuba Single View Subject: Charlotte, got two minutes? Hi Charlotte, we’re thrilled that you’ve successfully activated. We’d love to get to know you. Please click here.. TransAtlantic Ins. Today, 15:30 Charlotte Weaver CWeaver@email.com
  • 47. VOC INSIGHTS Customer Applies for a Credit Card Customer Accepts Quote Customer Receives Card Customer activates and spends Application incomplete Quote pending Quote declined Application fulfilled Documents outstanding Card not activated No spend after activation Post-experience measurement Delivery Experience Sales Experience Post-experience measurement Stall Points Credit Card Case Study Measurement Post-experience measurement
  • 48. Customer Applies for a Credit Card Customer Accepts Quote Customer Receives Card Customer activates and spends Application incomplete Quote pending Quote declined Application fulfilled Documents outstanding Card not activated No spend after activation N T U VOC Data Transactional Data Credit Data Machine Learning Machine Learning Machine Learning Machine Learning Credit Card Case Study ENGAGEMENTS FOR NUDGING
  • 49. Credit Card Case Study RESULTS 108% Increase in Card Activation 98% Increase in Initial Spend
  • 50. How do we do this At Scale?
  • 51. Dynamic Journeys Customer journey modeller that builds journeys in real time and can target customers based upon paths Big Data Fusion Structured and unstructured big data fusion from multiple sources Closed Loop Recovery Integrated, real time, closed loop feedback getting the right feedback to the right person at the right time Sentiment Measures Sentiment measurement model that integrates real time text analytics and surveys across all journeys Customer Memory Single view linking all customer insights ensuring contextual service and engagement Engagement Communications Highly personalised, contextual communications supported by dialogues that update the customer memory Machine Learning Machine Learning to optimise goal achievement and ensure scaled personalisation Intuitive Easy-to-use platform with graphical user interface, integrated into a single experience inQuba’s Key Differentiators
  • 52. Imagine you had the capability, across millions of clients, to see their journeys, & who’s cheering for Wouldn’t that be a game changer? That’s why we’re here.
  • 53. Poll
  • 54. LIVE WEBINAR From Customer Journey Mapping to Journey Orchestration Revealing Customers’ Real Journeys & Nudging Them Towards Their Goals
  • 55. Journey Orchestration industry series Handouts section within the webinar application Complimentary Papers
  • 56. Q&A
  • 57. Thank you for your time! MAKE CONTACT MARGOT BIRBECK Director, inQuba Australia margot.birbeck@inquba.com ANTONY ADELAAR Product Marketing, inQuba antony.adelaar@inquba.com

Editor's Notes

  1. LET’S LOOK AT FINANCIAL SERVICES / BANKING USE CASE [ACQUISITION] The customer initiates the application process. The customer then goes quiet. This is picked up by the inQuba solution which then triggers an engagement: a personalised mobile engagement in this example. The customer responds to the engagement positively and a case is created and assigned post-processing. The customer is then contacted and the situation is resolved, resulting in ACTIVATION, and another heart… Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
  2. [RETENTION] The customer submits a request to have her credit limit increased, and she expresses some frustration on social media about the slow pace of the process. A case is created based upon the text analytics processing which identifies the customer to be at risk. The customer is contacted within the SLA period and the situation resolved, possibly with an incentive offered. Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
  3. The finalised experience and customer journey also offers an opportunity to ask the client for feedback on the experience. This is done by a short survey triggered by the finalisation… Feedback received is then associated with the individual’s view, and also included in aggregate analytics. Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
  4. [CROSS SELL] The business, knowing more about the customer is now in a position to market an additional product/service to the customer. The customer receives a personalised campaign offering a good deal and a saving if some questions are answered. The customer accepts the offer. We’ve been learning more about the customer with every interaction and this one is no different. In this case we learn more about interests and preferences and the single view of the customer becomes increasingly rich and colourful.
  5. Importantly, as the business has interacted with the customer through various channels and engagements, the single view of the customer has built up with more and more information. No personal, contextual or emotional information is lost but rather persisted around the customer, and accessible to the rules engine for all future engagements…
  6. REASON TO BELIEVE We’re everywhere
  7. And we’re awesome
  8. Increasingly, Journey Analytics has been taking centre stage within CX. And inQuba has been enjoying recognition in the space. More detail: FORRESTER Within the “Voice Of The Customer Vendor Landscape, Sept 2017” report. Listed amongst 18 CFM vendors that support VoC programmes through a broad capability set, sharing space with Clarabridge, Confirmit, MaritzCX, Medallia, ResponseTek GARTNER Within the “Market Guide for Customer Journey Analytics, Aug 2017” report Quote “inQuba offers a customer journey modeler, a GUI-based journey data modeler that captures customer journey data for each client…” AND WE’VE DEPLOYED OUR SOLUTIONS AT A NUMBER OF CUSTOMERS TO ACHIEVE GREAT RESULTS…..>>>>
  9. Increasingly, Journey Analytics has been taking centre stage within CX. And inQuba has been enjoying recognition in the space. More detail: FORRESTER Within the “Voice Of The Customer Vendor Landscape, Sept 2017” report. Listed amongst 18 CFM vendors that support VoC programmes through a broad capability set, sharing space with Clarabridge, Confirmit, MaritzCX, Medallia, ResponseTek GARTNER Within the “Market Guide for Customer Journey Analytics, Aug 2017” report Quote “inQuba offers a customer journey modeler, a GUI-based journey data modeler that captures customer journey data for each client…” AND WE’VE DEPLOYED OUR SOLUTIONS AT A NUMBER OF CUSTOMERS TO ACHIEVE GREAT RESULTS…..>>>>
  10. Let’s look at a few examples..
  11. Let’s look at a few examples..
  12. Let’s look at a few examples..
  13. According to Forrester, the Four Journey Steps are… These map neatly to our solution modules
  14. The conceptual journey map is configured within the platform. It represents experiences, sub-experiences and touchpoints. Quality attributes and text analytics queries are linked to the nodes in order to anchor feedback to the right parts of the customer journey.
  15. INQUBA ANALYTICS ensures that all feedback, captured against the model (as displayed on previous slide), is aggregated and presented to the various areas of the business, with drill down capabilities.
  16. STEP 1!
  17. This slide addresses the HOW of the previous few, and positions JA as a methodology/toolbox with connectors into existing systems, without getting technical. LOB SYSTEMS may include call centre systems, transactional systems, activity logs. APPLICATIONS may include your existing CRM platform, or customer feedback solution JA is a methodology/tool box which is layered onto existing systems and solutions in order to identify actual customer paths and provide a view of which customers are reaching their goals and which aren’t. [Although the Sankey is displayed it is actually about the layering while the Sankey visualisation is a tease, which will be revealed later in the deck.]
  18. Four data types, in two categories, represented as a data-driven, real customer journey. IMPORTANT: the expired transaction is a non-action where time has elapsed, and action is not required.
  19. Data transformations as part of the external data ingestion
  20. The single view of the customer is built up during the data fusion process, assigning event, transaction and social media information to individuals. LINKED CONTACTS displays the various instances of the customer as the customer is presented through the data.
  21. STEP 2!
  22. When we connect all the dots in the data we end up with visual customer paths that look like this. It’s easy to isolate drop offs and recursive loops, and customers not reaching their
  23. Target Audiences can be created for the path selections made. Rules can then be associated with these audiences in order to trigger communications, cases, and other actions (detailed in the next section). These rules can apply to the audiences in the present, or to contacts who satisfy the audience definitions in the future.
  24. STEP 3!
  25. INQUBA ENGAGE – the customer reaches and point in the journey where they qualify for a campaign. The specific journey was included in the target audience rules. This qualification logic is informed by MACHINE LEARNING. The customer responds to the engagement… The prod shots show the graphical user interface and the analytics available.
  26. INQUBA CASE MANAGEMENT – the message is turned into a case which is then assigned to someone in the business who needs to contact the customer and resolve the issue within an SLA. The business was alerted of the situation due to elapsed time. The result of this should be to nudge the customer onward towards her goal, correcting her path. Prod shots show Cases dashboard and analytics.
  27. INQUBA SOCIAL MEDIA – here, the customer reaches a point and tweets the business in frustration. The mention is picked up by the social media listening solution in the platform where a group of people are monitoring online mentions. Prod shots show tweet stream and analytics
  28. INQUBA CX – we may want to reach out to a customer with a survey when they reach a particular point, like a successful activation. Reaching this point may trigger a survey, depending on the configured rules. And here are a few product shots… survey builder and analytics
  29. INQUBA SINGLE VIEW – … and by responding the platform learns more about the customer and this adds to the single view of the customer. This information is all accessible to the rules engine for further comms etc.