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Lior Arussy en el VII Congreso DEC | The Experience Evolution
The document discusses the evolution of customer experience from 2000 to 2020 and beyond, highlighting the importance of digital transformation, emotional engagement, and process improvement. It identifies trends in customer experience, noting both winning and losing strategies, and emphasizes the need for businesses to adapt to changing consumer expectations. The document also outlines a new toolkit for enhancing customer experience and maximizing customer potential.
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Lior Arussy en el VII Congreso DEC | The Experience Evolution
- 1. Copyright. All RightsReserved WE ARE FLAT HUNTER YOU WISH? WE FIND! P A R I S & S U B U R B A R E A Home Catcher PARIS is member of FNCI WEBSITE www.homecatcher.paris REAL ESTATE ID CARD CPI 9201 2019 000 040 389 Customer Experience 2020 Reflection and Predictions 1
- 2. Copyright. All RightsReserved2 The Evolution of Customer Experience 2000-2020 2000 2007 2012 2015 2025 2030 CX - Service Customer experience in Contact Centers CX - Process Process redesign Omni Channel Journeys CX - Emotions Employees Experience Emotional Engagement CX - Digital Digital Transformation
- 3. Copyright. All RightsReserved3 Winners Awareness is growing Senior management is involved Process improvement Digital transformation NPS as a measure Employees training Losers Not yet a central strategy Senior management not leading Not growth driven Digital – human fusion Retention and ROI should be measured Sustainability a challenge CX to date – winners & losers
- 5. Welcome To The PostCovid 19 Consumers Transformation Strategy Development ◉ I am digital ◉ I am empowered to live my purpose ◉ I am creative to be self sustaining ◉ I explore my options constantly Copyright. All Rights Reserved5
- 6. THE ANSWER IS Copyright. AllRights Reserved6 YES!WHAT IS THE QUESTION?
- 7. Copyright. All RightsReserved7 The Value Evolution Purpose Parity Line 2000 - Today Next 1990 – 2000 1900 – 1990 Why? Life Partner Mutual Perception How? Delighte r Reciprocal Process When? Service Provider We To You Product What? Preferred Vendor We To You How do we differentiate? What are we solving for? What is our role? What is our role?
- 8. Empower To Exceed™ TheScience and Art of Creating Customers Accomplishment LEARN MORE EMPOWER Copyright. All Rights Reserved01
- 9. Copyright. All RightsReserved9 The Evolution of Customer Experience 2000- 2030 2000 2007 2012 2015 2025 2030 CX - Digital Digital Transformation CX for You Extreme Personalization CX Driven by You Consumer as a Brand CX - Service Customer experience in Contact Centers CX - Process Process redesign Omni Channel Journeys CX - Emotions Employees Experience Emotional Engagement
- 10. Empower To Exceed™ ☑Revise the vision ☑ Listen to changes ☑ Assess the journey ☑ Design to empower ☑ Learn to exceed ☑ Act with agility ☑ Mange dynamic relationships ☑ Measure Accomplishments Copyright. All Rights Reserved02
- 11. Copyright. All RightsReserved11 The New Toolkit CX as a customer Brand 1. Anticipatory 2. Agile and Adaptable 3. Augment Desires 4. Available 24/7 5. Always Relevant
- 12. Copyright. All RightsReserved12 Focus on Profitability – Customer Potential Maximization 1. Manage to the total value available 2. Initial purchase + future purchase (# of years) + cross sell to product portfolio minus cost of acquisition and service 3. = total customer potential 4. Customer potential Maximization – CPM - % of customer value maximization
- 13. Copyright. All RightsReserved13 The New Manifesto I will be there for you When you need it Where you need it With what you need Before you ask I Will empower you to exceed your expectations
- 14. Copyright. All RightsReserved14 THANK YOU Customer Experience 2020 Reflection and Predictions Transformation Strategy Development @LiorStrativity lior@liorarussy.com www.LiorArussy.com