Presentation: Nestlé
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The document discusses how digital is changing the customer experience and marketing framework. It notes that reviews and word-of-mouth are increasingly influencing consumer trust. The wearable device market is expected to grow significantly by 2018. Digital experiences that are simpler are more likely to earn consumer recommendations. The lines between marketing, commerce, and customer service are blurring. Customers now engage on their own terms across various platforms and devices.
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The document discusses improving customer experience through digital transformation. It notes that customers now engage through multiple channels and marketers lack centralized data and tools. A survey found that improving customer experience is the top priority, but organizations face barriers like lack of strategy and digital skills. The document proposes focusing digital transformation initially on optimizing customer engagement across omnichannels using solutions that can build mobile apps, websites, and leverage data and analytics.
Presentation: ABN AMRO
1) The document discusses unleashing digital customer experience through social media and virtual technologies.
2) It talks about how customer needs are changing and the importance of building trust and relationships through social media content.
3) Various social media tactics and a see-think-do model for campaigns are presented, with a focus on measuring success through return on relationships rather than just numbers.
Presentation: Ice mobile
This document discusses using small data to understand customer motivations and create relevant experiences. It advocates segmenting customers based on motivation rather than behavior and mapping their holistic journey to identify opportunities. An example experience map is provided for a loyalty program customer segmented as "Realistic Rose" who aspires to rewards but fears disappointment. Push notifications timed to her journey increased app usage and program engagement. The conclusion emphasizes that technology powering experiences must work consistently everywhere and engagement timing is important.
Presentation: The QoE (Case Study)
This document contains 3 case studies related to digital experiences and customer service. It discusses projects with KCOM focused on digital culture and collaboration, a project with Vodafone to plan 24/7 digital assistance, and a current project with a UK plc to develop a new customer vision and strategy. Key insights involve the importance of real-world, real-time knowledge and contextual understanding to drive organizational change and improve customer experiences.
EL BUEN TRATO EN LA ESCUELA, LA FAMILIA Y LA COMUNIDAD.
El documento describe una sesión de tutoría para estudiantes de secundaria sobre el buen trato en la escuela, familia y comunidad. La sesión busca que los estudiantes reconozcan situaciones de buen y mal trato y propongan acciones para prevenir el maltrato. Los estudiantes generan ejemplos de buen y mal trato y los organizan según el ámbito, luego proponen acciones para eliminar el maltrato. El objetivo es crear conciencia sobre cómo nuestro comportamiento afecta a los demás y promover el buen tr
Presentation: DHL
This document discusses digital marketing strategies in the current attention economy. It begins by introducing the author and their perspective from both a large corporate and startup viewpoint. It then examines conventional marketing methods like push campaigns and pull strategies. It notes that customer acquisition has become more scientific with techniques like timing emails. However, it says customer retention is also important. The document then questions how noisy the digital environment has become, noting the immense amount of channels and culture of attention deficit. It introduces the concept of the attention economy where human attention is scarce. It suggests curating customer journeys rather than just distribution. The document ends by saying truly great content can still succeed regardless and provides an example viral campaign case study.
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EL BUEN TRATO EN LA ESCUELA, LA FAMILIA Y LA COMUNIDAD.
EL BUEN TRATO EN LA ESCUELA, LA FAMILIA Y LA COMUNIDAD.
Similar to Presentation: Nestlé
Nestle alumni
The document discusses how the digital world is rapidly changing and empowering customers. It notes that the wearable device market will grow significantly by 2018 and that reviews/word of mouth are increasingly influential. Most top brands are now digital at their core. Customers move between screens/devices and prefer simpler experiences when completing tasks. New partnerships and ecosystems are forming as lines blur between marketing, commerce and service. To succeed, companies need customer data/insights and an omnichannel strategy to engage customers on their own terms across changing platforms and devices. The new reality requires innovation beyond products to solve changing consumer problems through consistent storytelling across channels.
T Viral Istanbul 21112006
A presentation I did for the Turkish advertising association in Istanbul, November 2006. It looks at the various societal changes that have meant the rise of new ways of communication and gives examples and cases of how to use digital media to conduct your marketing communications.
Digital Marketing
A presentation on digital marketing given to several of South America's leading advertising agencies in May 2007.
Past meets future in e-commerce - Lyubomir Cholakov @ eCommCongress 2018
Isobar is a digital agency that delivers digital transformation through creativity. They build brands and digital experiences, construct digital ecosystems, and create new digital products. Isobar is recognized as an industry leader and has won several awards. They offer consultancy expertise through practices like marketing intelligence and omni-channel commerce. Isobar works with many large clients around the world, providing digital services. The document discusses the state of ecommerce today and how it is moving towards a more intelligent and borderless economy powered by new technologies like voice and cognitive capabilities.
Presentatie Marc Diouane - Mediafacts Nationale Uitgeefdag 2014
The document discusses the shift in the media industry from paywall 1.0 strategies focused on content delivery to paywall 2.0 strategies focused on developing subscriber relationships. Paywall 2.0 involves flexible monetization, dynamic offerings, personalized pricing, and unified subscriber experiences across channels to focus on the customer relationship rather than just the content. Leaders in media companies are recognizing this shift to focus on ongoing value, memorable services, and developing communities rather than just providing news.
RP no.5 Transforming marketing
Our annual collection of essays. It is a truly global publication, focusing on how digital has transformed the ways in which consumers explore, discover, buy, and engage with products and services as well as with each other, transcending traditional channel boundaries, and transforming marketing.
Wayin for AdSales Teams
This document discusses Wayin, a platform that allows companies to easily build interactive digital experiences for advertising and sponsorships. It notes that Wayin has facilitated over 1.2 billion entries and forms as part of campaigns, averaging 500 million annually. The document also highlights comments from marketing executives about the need for more engaging advertising beyond standard ads, and how Wayin's experience builder allows companies to create interactive campaigns across digital channels that collect user data and drive engagement.
New horizons in Retail by Patryk Powierża.pdf
The document discusses several new horizons in retail, including the rise of online shopping and phygital experiences, changing flagship store models, the growing retail media landscape, and increasing automation. It notes that the pandemic accelerated e-commerce growth while physical stores still provide value when integrated digitally. Influencers are emerging as new "flagship" retailers through social commerce. Meanwhile, retail media is becoming more competitive as Amazon, Walmart, and other retailers grow their advertising businesses and challenge Google/Meta dominance. Automation is also expanding through technologies like robotic shopping assistants, couriers, and warehouse workers.
digitize luxury experiences report
This document provides a summary of McKinsey & Company's presentation on digital luxury experiences at the 2017 Altagamma conference. The presentation introduces the concept of DLE3, which focuses on using digital technologies to enhance the customer experience, transform luxury brands, and prepare for future industry changes. It discusses trends like the growing importance of online sales and mobile devices. Key topics covered include how digital is influencing the customer journey, the need for data-driven personalization and partnerships to build new capabilities, and potential future shifts in business models through concepts like "reverse omnichannel" and the "spotification of fashion." Confidentiality disclaimers are also included.
New horizons in Retail by Patryk Powierża.pdf
The document discusses several trends impacting the future of retail, including:
1. The rise of online shopping and phygital experiences that blend physical and digital. While e-commerce grew during the pandemic, physical stores still provide value for customer acquisition and sales.
2. Influencers and creators are becoming the new "flagships" as people increasingly turn to social media for shopping recommendations and discovery.
3. New entrants like Amazon, Walmart, TikTok, and others are disrupting the digital ad market and challenging the Google/Meta duopoly. Retail media is a growing new battlefield.
4. Automation technology is becoming more advanced and affordable, with robots taking
Trend Report 2009
A general report that looks at the communication and marketing trends happening in the market. Report covers both technology factors and consumer trends, and how these two areas are converging like never before.
ReviewPreview No 5 interactive
The document provides a guide for implementing marketing brand initiatives in a digitally enabled world. It identifies key components of the evolution to digital marketing, including how data is changing planning, data collection practices, building brand audiences, ecommerce, programmatic advertising, owned media, digital video, virtual experiences, storytelling, and new marketing frameworks. The guide highlights considerations across various regions, such as rising expectations in Asia, the continued popularity of television in EMEA, the rise of digital TV and over-the-top content in Latin America, and how technology is enabling new creative opportunities in North America.
Digital Bridges Into a Physical Worlds; Food Chain Theory Revisited
The document discusses trends in digital advertising and consumer behavior. It notes that consumers now spend as much or more time online than watching TV. However, advertising spending does not match these trends, with more spent on TV. The document argues that physical retailers are in a position to better capture digital advertising spending by measuring outcomes at the point of purchase. It outlines five rules for unlocking the potential of digital advertising, including the need for closed-loop measurement of ads driving real sales.
Turn: Global Digital Audience Report Jan-Mar 2013
1) The document is a report from Turn that analyzes digital advertising trends from January to March 2013 and identifies the "Digital Elite" as the most valuable audience.
2) The Digital Elite are young, wealthy urban professionals who interact with digital advertising 24x more than average consumers, commanding premium ad prices that are 85% higher.
3) Video advertising saw the largest growth in average cost-per-mille (CPM) at 6.16% while display and mobile CPMs decreased and social remained low-cost but efficient.
Bryan O'Rourke 2018 Retention Guru Presentation Mindset And Understanding The...
In Birmingham, UK Paul Bedford's Annual Retention Convention Included This Keynote From Bryan O'Rourke. All Industries Are Lagging Significantly Behind The Marketplace . Strategy Is Often Not Being Conducted And Organizations Are Increasingly Not Understanding What To Execute To Win. This Is Being Stuck In The Middle As Gary Vaynerchuk Outlines In The Opening Video. Check It Out And Please Share And Comment.
The X Index by Havax CX
The X Index, which surveyed 28,000 consumers across five markets — China, France, India, UK and US — found that of the 40 criteria analysed, two factors — ‘the customer journey was simple’ and ‘the customer journey was pleasant’ scored the highest — even above other factors including brand loyalty, customer service and price.
The Future of the Contact Center: Key Predictions for 2019
With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint on their journey and, in the process, will become wiser to their changing and growing demands. However, in the coming year, it’s imperative that businesses adapt to show customers that they are, in fact, listening. When businesses find the right balance between people and technology, expand how they view data, listen to their customers and meet them wherever they are—they will succeed
L’élite digitale
Cette étude est basée sur l’analyse de données issues de la plateforme Turn qui prend tous les jours plus de 50 milliards de décisions publicitaires (enchères en ligne) et analyse plus de 1,5 trillions d’attributs clients anonymes et fournit un accès instantané à des milliards d’impressions publicitaires.
Neopost DMA Multi-channel communication guide
This document provides an overview of multi-channel communications and how organizations can effectively integrate multiple communication channels to connect with customers. It discusses the evolution of multi-channel communications driven by new technologies and customer demand for choice. The benefits are outlined as increased response rates, cost savings, and more efficient communications. Key channels covered include direct mail, email, telephone, websites, SMS and social media. Maintaining accurate customer data is identified as critical for successful multi-channel strategies.
NEXT Year (english)
More than ever, meeting the new demands of the user necessitates a clear and decisive rejection of well-established marketing routines. This in turn requires a company culture that is oriented towards the needs and interests of the user in every way – with leadership that is actively shaping the digital change. A major task here is to conceive for the future, constantly developing and refining digital user experiences.
In NEXT Year experts like NEXT programme director Peter Bihr, etailment editor-in-chief Olaf Kolbrück and NEXT chairman Matthias Schrader (CEO of SinnerSchrader) shed a light on innovations and developments that marketing decision makers can deploy to their brand and business strategy.
https://sinnerschrader.com/en/next-year/
Similar to Presentation: Nestlé (20)
Past meets future in e-commerce - Lyubomir Cholakov @ eCommCongress 2018
Past meets future in e-commerce - Lyubomir Cholakov @ eCommCongress 2018
Presentatie Marc Diouane - Mediafacts Nationale Uitgeefdag 2014
Presentatie Marc Diouane - Mediafacts Nationale Uitgeefdag 2014
Digital Bridges Into a Physical Worlds; Food Chain Theory Revisited
Digital Bridges Into a Physical Worlds; Food Chain Theory Revisited
Bryan O'Rourke 2018 Retention Guru Presentation Mindset And Understanding The...
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The Future of the Contact Center: Key Predictions for 2019
The Future of the Contact Center: Key Predictions for 2019
More from Christina Azzam
Tempur sealy
This document provides an overview of Tempur and its history. It discusses how Tempur material was developed by NASA in the 1970s for astronauts and was later commercialized. Scientists in Sweden and Denmark further refined the material for use in mattresses. Tempur products were launched in 1991 and were instantly successful worldwide. The company has since expanded globally and merged with Sealy Corporation in 2013 to become the world's largest bedding company. The document also describes Tempur's proprietary material and manufacturing process as well as opportunities to strengthen relationships with retailers and enhance customer experience through collaborative marketing.
THUNDERHEAD
The document discusses moving from thinking about customer interactions in terms of channels to thinking about the customer journey. It argues that businesses need to view interactions from the customer's perspective across all touchpoints to provide a seamless, consistent experience. The document provides examples of brands that have improved customer engagement and outcomes by taking a customer journey approach that emphasizes personalization, relevance and consistency across interactions.
THE QOE day 2
This document discusses the concept of "Perpetual Experience" which aims to combine customer, employee, and digital experiences. It is authored by Carl Lyon and published by The QoE Group. The document is divided into several parts that discuss topics like disruption, responding to disruption, developing the methodology, and delivering on methodologies. It also includes sections on perpetual thinking, experience journeys, incubation hubs, and using the perpetual experience methodology for people experiences in digital work environments.
THE QOE day 1
The document provides an overview of Carl Lyon and The QoE Group's work developing and implementing their Perpetual Experience methodology. It summarizes several projects they have delivered for clients, describing the brief/challenge for each project and the solutions and outcomes delivered through applying their Perpetual Experience approach. These include designing digital customer service operations, validating and improving customer segmentation, testing new contact channels, enabling knowledge sharing across markets, improving digital task completion rates, and developing customer experience strategies and blueprints.
TEVA PHARMACUITICALS
Retailers have seamlessly integrated online and offline sales channels to provide customers with a unified shopping experience. Pharma companies can learn from retailers by more closely integrating various touchpoints like physicians, clinical trials, samples, and digital channels. The document discusses how pharma marketing can adopt practices from retail like private label products, ensuring promises are kept, and presenting a cohesive brand experience across channels.
SEAGATE
Seagate provides a customer portal called Seagate Direct that offers self-service business-to-business applications for direct customers. The portal provides secure access to applications for ordering, returns, pricing, marketing, billing, and support. It improves efficiency for customers and Seagate by reducing manual processes. Key applications on the portal include online ordering (SOLO), price lists, sales and marketing programs, billing status, and electronic returns. The portal has over 1,000 users that generate over 100,000 visits per quarter. Feedback from customers on usability has been positive.
MICROSOFT
Digital transformation can be either a blessing or a curse depending on how companies approach it. It has shifted power to customers by giving them a voice online. While companies see themselves as delivering value, there is often a large gap between that perception and how customers experience it. Technology allows companies to gain insights into customers and personalize interactions to close that gap and build trust through better experiences.
KPN
The document is a seminar from 2017 hosted by an unnamed company. It is titled "Empower your CIO Journey" and contains the company URL and copyright information repeated multiple times. The high-level topic is empowering the journey of a Chief Information Officer through a seminar event.
Presentation: Western Union
This document discusses unleashing innovation through an omni-channel approach. It provides examples of how relationships between merchants and customers have evolved from visible to invisible connections through various mediums like paper, metal, and digital. It outlines Western Union's omni-channel presence through various digital and physical channels in many countries. Finally, it lists recommendations for getting started with an omni-channel approach, including reorganizing by customer need, building cross-channel processes, listening to customers, and designing solutions rather than products.
Presentation: Titan
Titan Company Limited is celebrating its Unleashing Innovation Summit on December 1st 2016 to discuss its journey of innovation since its inception. Some key points in Titan's innovation journey include launching various watch brands starting in the 1980s such as Fastrack and Sonata, expanding into jewellery with brands like Tanishq, Goldplus, and Zoya, and establishing manufacturing facilities across India. Currently, Titan is India's largest watchmaker and jewellery retailer with over $2 billion in annual revenue. Titan believes innovation is driven by empowering employees, developing their skills, and having an open culture that encourages idea generation and calculated risk-taking.
Presentation: Target
The document outlines a Devil's Advocate Group that aims to combat groupthink within an organization. It presents views from "Group Think" and counters each with an alternative "Counter View". The "Counter Views" suggest not assuming all smart people work for the company, valuing developing and commercializing ideas over just discovering them, buying other companies' intellectual property if it advances business goals, creating an innovative culture by exposing teams to new possibilities, and testing ideas externally as well as internally.
Presentation: Reliance Industries
This document discusses innovation and provides examples. It defines innovation as involving risk-taking, path-breaking, and value creation. Dhirubhai Ambani is provided as an example of an innovative risk-taker. Innovation is described as a joint effort that requires an open culture and employee empowerment. Metrics like scaling up proof-of-concepts are discussed as measures of innovation success. Management of innovation should involve ideation, championing of ideas, and allowing ideators to work on projects. Case studies on challenging conventional wisdom in areas like engineering design and process are also presented.
Presentation: TEVA
This document discusses building digital customer journeys with care. It provides an overview of different approaches to understand customers such as open listening, netnographic research, digital landscape analysis, and customer panels. The goals are to understand customer emotions, language, events, best times for content, and moments. Outputs include engagement metrics, audience insights, and content analytics. It also discusses using data from wearables and connected devices to better monitor and predict health conditions. The overall message is that to build effective customer solutions, companies need to care about customers, find new ways to collect helpful data, and think about their journeys beyond direct interactions.
Presentation: The wirter
This document discusses the results of implementing a new communication style at a company's executive complaints team. The new style focused on being consistent, distinctive, empathetic, and efficient. According to a team manager, the new style has led to quicker email responses from the team and less aggressive customer responses. The general manager reported complaints were reduced from 28% to less than 20%. The document suggests the new communication style was the main factor in reducing repeat complaints.
Presentation: The QoE (Introduction)
This document discusses the concept of "Perpetual Experience" which is defined as providing continuous, real-time customer experiences powered by information. It involves focusing on both customer and employee experiences. The document outlines several companies that The QoE Group has worked with and proposes the use of "Perpetual Thinking" sessions that bring groups together to stimulate sharing, learning, and innovation. It also discusses developing an "Incubation Hub" and "Experience Engine" to empower employees, understand customer needs, and innovate new solutions using artificial intelligence. The goal is to continuously gather experiences and knowledge to address issues, implement validated solutions, and improve future customer interactions.
Presentation: Philips
This document discusses the importance of experimentation in moving ideas to business. It argues that as humans, we tend to overestimate success and inflate impacts, so experimentation helps overcome these biases. Validated learning through experimentation measures effects to inform decisions. Experiments should test falsifiable hypotheses and focus on speed to facilitate faster learning. Different testing methods are outlined from paper prototypes to A/B testing digital versions. Key principles for effective experimentation include making tests simple, close to reality, prioritized, and statistically significant to either validate hypotheses or identify needed pivots.
Presentation: Insites consulting + TUI
The document discusses moving from a focus on touchpoints and consumer centricity to being more human-centered and rooted in understanding consumer needs and brand purpose. It advocates thinking again about how to deeply embed a new consumer-centric vision throughout the organization to guide strategy, product development, and actions. Consumer stories and needs would become key performance indicators, driving customer satisfaction and loyalty more than touchpoint satisfaction alone.
Rob Winters - Travelbird
This document discusses TravelBird's efforts to build a personalized offering for its customers by developing a personalization platform. It analyzes 500 million customer interactions over 2.5 years to create scores for recommending daily deals. Offers are ranked for each recipient using collaborative filtering like Netflix. The platform considers attributes like customer interests, diversity, timing, and similarity between offers. Testing improves the models, with over 10 tests and 50 code releases per week. Continuous monitoring and improvement ensures high engagement and conversion through personalized communications at optimal times.
Yahoo
Data from a variety of online and offline sources is used to target ads through real-time bidding (RTB). This data informs the bids buyers submit for each ad impression. More detailed data on users leads to higher bids. However, concerns remain about issues like viewability, fraud, and the large cut of spending that bypass publishers. Overall, while data targeting aims to improve efficiency and relevance, the complex RTB ecosystem still faces challenges around transparency, pricing, and metrics.
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Digital Transformation Frameworks: Driving Digital Excellence
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
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Design Thinking Framework
Business Model Canvas
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3 Simple Steps To Buy Verified Payoneer Account In 2024
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Industrial Tech SW: Category Renewal and Creation
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
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Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
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Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationOperational Excellence Consulting
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
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Best practices for project execution and delivery
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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Digital Transformation Frameworks: Driving Digital Excellence
Digital Transformation Frameworks: Driving Digital Excellence
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How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....
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Presentation: Nestlé
- 1. CUSTOMER EXPERIENCE HOW DIGITAL IS CHANGING THE MARKETING FRAMEWORK Catherine Berière November 2016
- 2. RAPIDLY CHANGING ENVIRONMENT VUCA, THE NEW REALITY
- 3. DIGITAL IS CHANGING THE WORLD The wearable devices market will grow from $1.4 billion this year to $19 BILLION BY 2018 Reviews & word of mouth are increasing their influence on consumer trust top global brands are digital at the core Move sequentially between Screens and devices to complete a task are more likely to recommend a brand that offers a simpler experience Amazon and eBay are the only pure retailers on the list of the 3.5 X more than radio/TV ads 4 out of 5 98% OF CONSUMERS 80% OF CONSUMERS TOP 100 BRANDS Source: :Accenture
- 4. DIGITAL REALITIES WE CAN’T ESCAPE Delight and disdain will be broadcast Switching is easier than ever The funnel is not linear nor circular. Lines are blurring between marketing, commerce and service. Media, devices and platforms contnue to be democratized. Pace of technology and device innovation is unprececented New digital competitors are reimagining services New partnerships and new ecosystems being formed EMPOWERED CUSTOMERS ENGAGEMENT ON THEIR TERMS PLATFORMS AND DEVICES CHANGE THE PLAYING FIELD THERE IS A NEW FACE OF COMPETITION Source: : Accenture
- 6. START WITH YOUR TARGET
- 7. LISTENING
- 8. I want my journey… and I want it now!!
- 13. Food and the 5 senses Source: Consumatics
- 17. Price polarization in FMCG
- 22. Results…and what’s next? ->> SK,UK…
- 23. 3 Key take aways 1) NEW REALITY = CHANGE IN CONSUMER PROBLEMS 2) INNOVATION ACROSS CONSUMER JOURNEY TO SOLVE THESE 3) STORYTELL ACROSS ALL TOUCHPOINTS CONSISTENTLY BETTER CUSTOMER EXPERIENCES & SATISFACTION
- 24. SOURCE: INRETAIL
Editor's Notes
- All touch points; including all the digital ones, a risk for a negative experience
- LUXURY: HIGH QUALITY PRODUCT EXPECTS HIGH QUALITY SERVICE
- Have a break have a…
- Have a break have a…