Would you like to know what is design human's behavior? What kind of methods do we use to build buziness-model for manage customer experience? What do get from cooperation with us? It's all about in our presentation.
Actionable Data Analytics Customer Experience Transformation 2015marketinglbcg
Transforming Data Into Successful Decisions: Providing Practical Examples Of Brands Leveraging Data Analytics To Go From Insights, To Strategy, To Action
What are the components of an excellent sales enablement process that evolves the sales function into a much larger contributor to the strategic growth of an organization? This presentation will answer this effectively.
GfM Research Series: Successful Marketing in a Digital WorldChristoph Spengler
How can we control and target our marketing
during the digital transformation based on a firm
foundation for planning and decision-making?
Traditional methods and measurement tools run up
against their limits when trying to create a comprehensive
picture of customer behavior in a multichannel
world. At most they only show a small slice
of reality – and they are unable to capture very much
of new developments. Questions like: “What touchpoints
do customers really use?” and “How important
are these?”, remain unanswered.
Measurable and comparable touchpoint
management helps managers maintain an
overview and take decisions faster.
Successful Marketing in a Digital World - GfM Research SeriesChristoph Spengler
GfM Research Series: Successful Marketing in a Digital World
If they want to offer customers a consistent, brandtypical experience and excellent service in future, successful companies will have to restructure every area of market development: marketing, sales and communication.
"Not Perfect Omnichannel" by Volodymyr Getmanskyi, Head of Data Science Office at ELEKS.
Omnichannel as a retail approach appears not so long ago and now occupies a prominent place among other methods to sales channels understanding and their efficiency improving, along with pricing-demand optimization and marketing approaches (8P, etc.). We’ll go through omnichannel optimization for multichannel retail, provide an example of analysis and some tips for cohort, promotion etc. modelling.
The slides refers various modes and methods for business planning, organisation, and idea implementation along with the management of strategic behaviors.
Actionable Data Analytics Customer Experience Transformation 2015marketinglbcg
Transforming Data Into Successful Decisions: Providing Practical Examples Of Brands Leveraging Data Analytics To Go From Insights, To Strategy, To Action
What are the components of an excellent sales enablement process that evolves the sales function into a much larger contributor to the strategic growth of an organization? This presentation will answer this effectively.
GfM Research Series: Successful Marketing in a Digital WorldChristoph Spengler
How can we control and target our marketing
during the digital transformation based on a firm
foundation for planning and decision-making?
Traditional methods and measurement tools run up
against their limits when trying to create a comprehensive
picture of customer behavior in a multichannel
world. At most they only show a small slice
of reality – and they are unable to capture very much
of new developments. Questions like: “What touchpoints
do customers really use?” and “How important
are these?”, remain unanswered.
Measurable and comparable touchpoint
management helps managers maintain an
overview and take decisions faster.
Successful Marketing in a Digital World - GfM Research SeriesChristoph Spengler
GfM Research Series: Successful Marketing in a Digital World
If they want to offer customers a consistent, brandtypical experience and excellent service in future, successful companies will have to restructure every area of market development: marketing, sales and communication.
"Not Perfect Omnichannel" by Volodymyr Getmanskyi, Head of Data Science Office at ELEKS.
Omnichannel as a retail approach appears not so long ago and now occupies a prominent place among other methods to sales channels understanding and their efficiency improving, along with pricing-demand optimization and marketing approaches (8P, etc.). We’ll go through omnichannel optimization for multichannel retail, provide an example of analysis and some tips for cohort, promotion etc. modelling.
The slides refers various modes and methods for business planning, organisation, and idea implementation along with the management of strategic behaviors.
Lecture on Marketing Strategy for the course CE 405 by Dr. Raquibul Hossainnazifa tabassum
These slides give an insight on marketing and the different strategies for successful marketing as a part of the course CE 405 (Business and Career Development).
A marketing plan should be a formal written document, not recalled from memory or something scribbled on a napkin. To take your business to the next level requires preparing a written marketing action plan.
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
Protecting Margins and Creating Value in TelecomLightwell
In 2010, Communications, Media, and Entertainment (CME) businesses are becoming more confident in their revenue potential with most companies feeling the recession is behind them or nearly halfway over. To prepare for spending growth, many CME businesses plan to increase their focus on sales strategies with a keen focus on improving customer collaboration as a top priority.
However, improving customer collaboration, especially in business-to- business (B2B) selling and order scenarios, is difficult to achieve due to product portfolio and selling/ordering process complexity. Within the CME marketplace, companies are offering customers a rich array of options including products and services via multiple channels. This is good news for customers, who demand freedom of choice and ease of use. But it makes selling and order management a complex task for CME companies, which are looking to optimise these processes to increase sales performance.
Marketing and CRM are shifting from classic campaign management to an engagement-focused initiative, making it a multi-touchpoint and cross-functional challenge. Learn how to become super-efficient and generate engagement uplifts north of 100% with Nexus' Managing Director Nils Weber.
Today’s B2B landscape is facing a paradigm shift from business to business to human to human, leading to 5 key challenges for businesses to overcome. Vivaldi brand-building experts share winning approaches to tackle these challenges to unlock growth opportunities. If you're interested in learning more, please contact us at: hello[at]vivaldigroup.com
Lecture on Marketing Strategy for the course CE 405 by Dr. Raquibul Hossainnazifa tabassum
These slides give an insight on marketing and the different strategies for successful marketing as a part of the course CE 405 (Business and Career Development).
A marketing plan should be a formal written document, not recalled from memory or something scribbled on a napkin. To take your business to the next level requires preparing a written marketing action plan.
November 2016
Digital customer experience is a river formed out of many streams, all equally important. This presentation is an overview of all the elements that go into building a successful digital customer experience, illuminated with case examples.
Protecting Margins and Creating Value in TelecomLightwell
In 2010, Communications, Media, and Entertainment (CME) businesses are becoming more confident in their revenue potential with most companies feeling the recession is behind them or nearly halfway over. To prepare for spending growth, many CME businesses plan to increase their focus on sales strategies with a keen focus on improving customer collaboration as a top priority.
However, improving customer collaboration, especially in business-to- business (B2B) selling and order scenarios, is difficult to achieve due to product portfolio and selling/ordering process complexity. Within the CME marketplace, companies are offering customers a rich array of options including products and services via multiple channels. This is good news for customers, who demand freedom of choice and ease of use. But it makes selling and order management a complex task for CME companies, which are looking to optimise these processes to increase sales performance.
Marketing and CRM are shifting from classic campaign management to an engagement-focused initiative, making it a multi-touchpoint and cross-functional challenge. Learn how to become super-efficient and generate engagement uplifts north of 100% with Nexus' Managing Director Nils Weber.
Today’s B2B landscape is facing a paradigm shift from business to business to human to human, leading to 5 key challenges for businesses to overcome. Vivaldi brand-building experts share winning approaches to tackle these challenges to unlock growth opportunities. If you're interested in learning more, please contact us at: hello[at]vivaldigroup.com
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
Empowering retention strategiesin the age of the customer
This white paper addresses:
– Why measurement programs need to change
– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
Marketing strategy is different from marketing tactics. You have to know where you want to go and you have to know what it looks like when you get there. Market research and analysis plays a vital roll in marketing strategy. The information collected aids in making the correct product, competitive, and pricing decisions while minimizing your risk of expensive incorrect decisions.
Dr Dave Chaffey explains the success factors for creating a digital strategy using the latest examples and research from a range of industries. Omnichannel is relevant to all sectors' and includes examples form sectors including Brands, manufacturers, retail, healthcare, FS and B2B.
W a y n e X - N e o b a n k i n g
- T h e E x p a n s i o n
F i n E Q
P r e s e n t s
A. Phase I Analysis B. Phase II Analysis C. Go-To-Market
W e a r e h e r e
To-be
TOM
Evolved
Ecosystem
Customer
Strategies
Financial
Projections
Inroads to
the Future
Synergies
Derived
Executive
Summary
Target
Evaluation
Contents
01 EXECUTIVE SUMMARY
INROADS TO THE FUTURE 02
03 TARGET OPERATING MODEL
CUSTOMER STRATEGIES 04
05 ACQ. TARGET EVALUATION
SYNERGIES DERIVED 06
07 EVOLVED ECOSYSTEM
FINANCIAL PROJECTIONS 08
W a y n e X
T r u s t w o r t h y B a n k i n g
To-be
TOM
Evolved
Ecosystem
Customer
Strategies
Financial
Projections
Inroads to
the Future
Synergies
Derived
Executive
Summary
Target
Evaluation
Supporting Annexure Slide
Executive Summary
Roadmap to Neo-Banking
Envisioned a 3-year action plan for
WayneX to successfully enter the market
and launch new products
Target operating model
Arrived at the to-be organizational
structure considering emerging focus
areas, TOM approach & design principles
Focused customer strategy
In-depth consumer profiling to understand
needs; customized acquisition, engagement,
retention for sustained customer value
Formulating dEpth framework
Synthesized a multi-dimensional framework
taking into account all M&A parameters,
weighted by their importance & effect
Assessment of targets
Evaluated all five targets across the
dEpth parameters & narrowed down on
preferred target objectively
Deal valuation & execution
Used multiple valuation techniques to
compute the fair value of targets &
substantiate the investment decision
Leveraging the synergies
Identified the potential synergies &
established the success pillars of
the entire execution process
Building the ecosystem
Evolution of the WayneX ecosystem to include full suite of services, fulfilling company objective & turning profitable
WayneX can inorganically expand into Neo-banking through the acquisition of NeoKhata & establish itself as an all-in-one E-commerce plus fintech player
Following is a brief overview for setting up the WayneX Neobanking business in India:
WayneX Key Objectives: Top line growth Strategic Acquisition Technological Capability Socio-Economic Growth Path to profitability
To-be
TOM
Evolved
Ecosystem
Customer
Strategies
Financial
Projections
Inroads to
the Future
Synergies
Derived
Executive
Summary
Target
Evaluation
Acquisition of target, Integration of
services & Launch
Penetrate the market; acquire
capabilities, customers, technology
Sustain customer value; Innovate,
Grow & Expand
Acquisition
of NeoKhata
Development
of integrated
offering
Marketing
push &
launch
Realize synergies from
acquisition & form a vision
for neo-banking
Combine NeoKhata value
proposition into the WayneX
ecosystem to enhance value
Onboard NeoKhata customers
to WayneX & push adoption
among existing user base
Actively engage with customer groups to build a long-lasting relationship
Invest resources to build tech superiority relative to in
Платформа для продвижения цифровых продуктов в оффлайн дистрибуции. Знакомьт...Arsen Dallan
Не налажена система коммуникаций в дистрибуции? Мотивация игнорируется, кажется необязательной? Продавцы не знают кому и как продавать продукт?
Знакомо?
Тогда, загляните к нам. Мы расскажем и поможем Вам решить все проблемы. Подробности в нашей публикации.
В чем отличия Консалтех от обычного консалтинга? Какие продукты входят в Консалтех? Какие задачи решаются?
Ответы на эти и другие вопросы Вы найдете в нашей публикации.
Хотите узнать что такое дизайн поведения человека? Какие методы мы используем для построения бизнес-модели управление клиентским опытом? Что вы получите от сотрудничества с нами? Подробная информация в нашей презентации.
Российская модель человекоцентричности. RBU.Arsen Dallan
Где применяется дизайн управления? Для чего нужен человекоцентричный подход? Как перейти от продуктовой модели управления на управление опытом? Этапы создания управления клиентским опытом в компании? Об этом и многом другом в нашей публикации.
“Умом Россию не понять.
А с Behavioral economics – можно?”
Что такое СХ дизайн? Для чего он нужен? Какую выгоду может получить компания, используя дизайн поведения? Примеры применения на практике? Ответы на эти и другие вопросы в нашей презентации.
Изучение процесса принятия решений методом design thinking (дизайн мышления) для оптимизации value proposition под контекст и эмоциональное состояния пользователя.
Продукт/ опыт клиента/ коммуникации
Курс "поведенческая экономика в компании" Arsen Dallan
Executive MBA РАНХиГС + Бельгийская школа бизнеса
автор Арсен Даллакян
ведущий консультант потребительского и массового поведения в РФ
ознакомительный бесплатный фрагмент
Конференция от The Retail Finance.
«МАРКЕТИНГ В РОЗНИЧНОМ БАНКЕ. ТЕПЛО НАШИХ ТЕЛ»
Доклад: «Ложные инсайты»
Тезисы выступления:
• Бигдата не дает ответов о мотивах поведения.
Потребительские исследования не всегда дают верных инсайтов о мотивах , потому что они акцентируются на рациональной части поведения: предпочтения, ценности, убеждения, а человек условно рационален, то есть его поведение во много обусловлено внутренней и внешней средой, которую человек не всегда осознает и может сказать о ней в опросах и тд. На помощь приходит карта процесса принятия решений, методику которой разработал я.
Клиентоцентричная трансформация компании по принципам поведенческой экономикиArsen Dallan
www.arsendallan.com/ru
Все компании стремятся поставить во главу угла клиента, его потребности, ценности, убеждения.
Но это не помогает в решении важнейших бизнес-проблем:
- Часто потребительские исследования не релевантны
- Лояльность все меньше влияет на принятие решений о покупке
- Низкая эффективность Big Data в креативе, коммуникациях или
продуктовых инсайтах
- Низкая кроссфункциональная эффективность
Почему?
Потому что люди условно рациональны.
Потребительское поведение не на 100% продиктовано его ценностями и убеждениями.
Во многом оно зависит от внутренних и внешних факторов. Которые человек в момент принятия решения не осознает.
Для 100% клиентоцентричности необходимо управлять не только изменениями в компании, но и поведением потребителей.
www.arsendallan.com/ru
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
2. goal:
Growth in “young population” segment
2
Job has been done
goal:
Increasing efficiency of the
management staff .
Customer-centric culture.
New СX for employees.
Corporate anthropology,
customer-centric nervous system
new KPI 2017
Increase in business figures in
every department of the central
office
2018
+7%
Consolidating strategy for ecosystem
2017
Growth in the segment
2018
+ 10%
RESULTS
b e h a v i o r a l u n i t . r u
3. goal:
development of sales channels
3
OutcomeJob has been done
goal:
business development
credit cards development
insurance company top-10
goal:
improving business profitability
New СX: offer of credit cards in
merchants. Instant issue of credit cards in
the trade center 7 place
5 place(+2)
38 place
4 place (+34)
2007
Card issue Transactions
2008 2007 2008
+20% +18%
cards quantity profit
New b2b СX: gamification of relations
with distribution
4 place
1 place (+4)
On the first recommendation
in distribution
2010
Growth in sales
faster than in the market
2011
+15%
CX-transformation: behavioral profiling,
CJM, CX-design,
change of corporate environment
2013
Negative profit
2015
6 млрд р
1,3 млрд р
Profit + 4.7 billion rubles for 1.5 years
RESULTS
b e h a v i o r a l u n i t . r u
4. one of the leading banks in Georgia
goal:
increasing market share and
profitability
RESULTS
4
OutcomeJob has been done
one of the leading banks in Ukraine
goal:
growth of market share
CX-transformation
2004
Annual balances Profit acc. to
tariff plans
2006 2004 2006
+300% + 200%
CX-transformation
goal:
profit and market share
+300%
Card issue
2004 2006
2006 2008 2008 20082006 2006
+300% 268%
78%
Retail customers Credit cards Deposits
CX-transformation
2006 2008 2008 20082006 2006
192% 147%
84%
Consumer credit SME Deposits
b e h a v i o r a l u n i t . r u
6. TARGET POINT
Increase:
- to 70% LTV customer
- to 20% business profitability
- to 55% firmness toward price increase
- in 2 times repurchase
- in 4 times positive recommendations
https://www.mckinsey.com/industries/retail/our-insights/the-three-cs-of-customer-satisfaction-consistency-consistency-consistency
ORACLE, report https://drive.google.com/drive/folders/1Q_zkuTwrVUMLu2r1oL7TWvJ-B1Xqu-gZ
https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
From reports:
The victory in platform competition at
the expense of “affectionate”
Customer Experience!
b e h a v i o r a l u n i t . r u
7. WHY DO WE REACH THE RESULTS
3 principles:
1. Integrity. CX – it is not broken to pieces.
2. Management. CX is a management tool.
3. Irrationality. СХ is an individual’s micro-life
Customer experience [CX] is becoming
an integrated asset of a company, that
is reproduced and managed according
to applied methodology of CX-design
and СEM
b e h a v i o r a l u n i t . r u
CX
management model
market strategy
CX
staff
* increased by behavioral economics
9. 9
BECX* - the methodology of increasing
the effectiveness of business results during
the whole CJM
BECX is based on:
behavioral economics, JTBD, Desing
Thinking, Decision making, CJM.
*Behavioral economics + Customer Experience
Scientific approach to micro-
interaction with a customer
UNIQUE DEVELOPMENTS:
1. THE METHODOLOGY OF CX- DESIGN
b e h a v i o r a l u n i t . r u
The main expert evaluation.
analysis and modeling the decision
making process by means of Behavioral
Economics (BE)BE
Touch points
beyond economic
relations
Touch points
beyond rationality
Micro-moments
Adjusting the
brand to
experience
CX-creative
The decision-making
map
Segments:
behavioral profiling
11. Decision-making process
Presale Search/choice Bargain Operation Opinion/comment
1. Behavioral research
2. The search for
micro-moments
1. Struggle against empty
«baskets» and postponed
decisions by means of «pleasure
principle»
2. Scripts to salesmen based on
profiling
3. Behavioral sales scenarios
4. Nudging in POS: interior
and merchandising
5. The choice of product group
and pricing
1. Motivation through
storytelling
2. Viral mechanics of
promo actions
3. Inbound
communications in
trade-marketing
4. Developing
salesmen’s empathy
1. Apsale, cross-sale
through gamification.
2. Lifetime growth
through habitualization
3. Formation of
perceived quality
through micro-
moments design
1. Stimulating positive
comments on the Web
through social benefits.
3. The factors, defining
expected quality
4. Increase in conversion
at the expense of
behavioral profiling
5. Influential
advertisement
New customers capture Activity in product usage
Reduction in
customer outflow
LTV growth
BUSINESS CHALLENGES
b e h a v i o r a l u n i t . r u
13. KPI AND METRICS
12
ARSENDALLAN.COM
ARSENDALLAN.COM
CX activities have an impact on financial
figures and can be quantitatively estimated.
3. MEANS OF PRODUCTION
• Customer LTV
• Customer life cycle
• Customer profitability
• Share of Wallet
• Cross-sales
• Repurchases
• The cost of customer service
4. CULTURE
• The customer-centricity of
corporate environment
• Involvement
1. OFFER
• Positive comments on the Web
• EPSI index
• Satisfaction on every CJM stage
• Market share
• Sales volume
2. PROCESS OF PRODUCTION
• Conversion in touch point
• The cost of behavioral profile cycle
15. THEN 2013:
Product approach
The company sold insurances
according to the sociodemographic
segmentation.
Negative profit
-6 billion rubles.
NOW 2015:
CX Value Stream
The company sells experience - «non
stress».
For behavioral segment, arranged
according to «escaping the fear at the
wheel» purchase motive.
Negative profit 1.3 billion rubles.
Increase in profit to 4.7 billion rubles
in 1.5 years
15
Insurance company Тоp-10 in RF
About the company: it was founded 1993,
Systemic Russian insurance company, made the top 10 in
russian insurance market (10th place in 2012, 9th place in
2011, 11th place in 2010). The company took the 10th place in
2013. Its registered capital as of 2014 amounted to
16,1 billion rubles (the 1st place among insurance
companies). Wikipedia.
- about 5000 members of staff, 2013.
- 89 regions
Transformation project: 1.5 years
Price: 250 million rubles
CASE
b e h a v i o r a l u n i t . r u
16. Actions
16
1. Behavioral profiling.
Searching for break-even segments.
After adding purchase motive to a set
of criteria, new homogeneous profiles
are found, such as:
«Loaded» – individual, who bought
insurance with credit.
«One’s own underwriter» - individual,
who buys insurance in case his
expenses for car repair after RTI are
more than the cost of insurance.
There are 7 profiles, including
profitable ones:
«Complimentary» - when the
insurance is given as a gift together
with a car.
«The true insurant» - individuals, who
buy comprehensive insurance not
only to evade a problem during RTI,
but to overcome fear when driving a
car.
2. Measuring
individual experience, CJM.
Analysis of target segment
experience. Defining the
characteristics for identifying the
right user. Revealing of purchase
scenarios.
3. Designing the new experience,
СX
Revealing the Value for this segment
and adaptation products, processes,
communications to Customer
Experience.
For example, it was revealed, that it is
very important to feel insurance
protection for this segment.
That’s why the company increased the
number of communications with clients
from 5 contact points to 25. But the
design of such touch points meant only
contextual communication, which can’t
be perceived as intrusion or worrying
by the customer.
4. Transformation of the whole
corporate environment
The audit of all processes is performed.
It includes all the services of the
company: underwriting, settlement of
losses, sales, Web site, call-center and
many others. Every department
adapted its processes to display the
“non-stress” of customer experience.
More than 80 CX-projects
in 1.5 years.
The projects include:
- positioning
- branding
- advertisement communications
- internal communications
- products
- sales channels
- customer service channels
- Customer interaction processes
- compliance
- settlement of losses
- Web site
- sales offices
- pricing and others
b e h a v i o r a l u n i t . r u
18. 11%
The results of СХ-transformation
40 thousand rub.
32nd place
78% the
lowest price
18
Then 2013 Now 2015
The reason of purchase
61% friend’s advice
Cost of services,
comprehensive insurance
The share of target segment 40%
Reputation, national rating
3rd place
67 thousand rub.
+70%
Staff
Unprofitability,
comprehensive insurance
Revenue
№159th placePositive comments on the Web
21 billion rub. 15 billion rub.
120 % 98%
Profit -6 billion rub. - 1.3 billion rub. increase to 4.7 billion rub.
5000 people 3700 people
Transformation project: 1.5 years
Price: 250 million rubles
Repurchase
Cross-sales
+ 12%
+ 9%
b e h a v i o r a l u n i t . r u
20. DO YOU WANT TO KNOW MORE ABOUT US?
20
b e h a v i o r a l u n i t . r u
21. Who are we?
Russian Behavioral Unit –
consulting company engaging in CX
and Digital transformation.
• 12 years of experience in
financial sector
• >200 CX-projects in 7 countries
• scientific recognition in
behavioral science all over the world
b e h a v i o r a l u n i t . r u
society
business
science
government
Analysis and
design of
behavior:
Individual
• Citizens
• Small business
• Customers
• Staff
• Companies in
the market
22. CHALLENGE
In 2018-2020 8 out of 10 major
companies are going to make digital
and agile transformation. All the
companies will be digital and flexible.
What means are you planning to
compete by*?
b e h a v i o r a l u n i t . r u
Fighting against
ineffective model of
digital transformation!
* If you don’t have an answer to this question, we recommend you to order the session Intro to Humancentic business model
25. Leading to a healthy
lifestyle and ECO
behavior
Road safety and emotional urban
environment
Softskills
bureaucrats
Government
Breaking down
the behavioral
barriers for
Digital
economics
Civil security
Experience
designG2P
Experience
designG2B
OTHER TYPES OF ACTIVITIES IN RBU
b e h a v i o r a l u n i t . r u
26. PRODUCT TARGET AUDIENCE
1. Making the design of the daily interaction “resident – environment”
leading to anti-terrorist behavior.
Research and advice services.
2. Elaboration of measures against occupational hazard in the power-
wielding agencies
Research and advice services.
The Federal Security Service, National
Counterterrorism Committee, Federal Emergency
Operating Center, Ministry of Emergency Situations
Individuals, making decisions about cooperation:
Ministry of Internal Affairs, Federal National Guard
Troops Service
Target audience: «young» officers with 3 years of
service, for example «neighborhood police inspector»
Elaboration of prototypes to optimize the services Digital
Economics corresponding to user’s real behavior:
- CX, UX, UI government portal
- CX-rating of government portals
Research and advice services
- Managers of “Digital Economics” program, Ministry of
Communication and Mass Media, Moscow City
Government
- Individuals responsible for government portals,
- regional portals
Developing overfunctional skills of government employees: the
theory of decision making, theory of games, emotional intelligence
and etc.
Training course
Individuals, making decisions about cooperation: heads of
departments
Trainees: deputy heads of departments
SECURITY
DIGITAL ECONOMICS
(DE)
MANAGEMENT
EFFICIENCY
TRANSPORT AND
URBAN ENVIRONMENT
1. Research into the behavioral and neuophysiological factors of decreasing
crush rates and traffic load
Research and advice services
2. Making the prototypes of emotional urban environment to increase the
assessment of living standards made by citizens, without changing
economic components.
Research and advice services.
The head of transport department,
Federal Authority for Road Traffic Safety,
Centre of the traffic organization
The head of health service department,
The head of ecology department
HEALTH AND
ECOLOGY
Making the design of environment, leading citizens to a healthy lifestyle and
ecological behavior.
Research and advice services.
The head of health service department,
The head of ecology department
b e h a v i o r a l u n i t . r u
THE LIST OF PRODUCTS
FOR GOVERNMENT
27. TEAM AND PARTNERS
Corporate transformation
Technological
CX-platform
Big Data, ML
27
Behavioral researches
15 leading Russian and international
consultants with working experience at
such companies as Alfa-bank, Raiffeisen
bank,Mail.ru and etc. Experts in СX, UX,
business transformation and behavioral
economics.
.
b e h a v i o r a l u n i t . r u
28. 28
b e h a v i o r a l u n i t . r u
Arsen Dallan
The main expert on studying and modeling the behavior
Professor executive МBA
Antwerp Management School
Candidate of philosophical sciences
«National identity in globalization»
Strategy manager
behavioral science
unit affiliated to the government of Russian Federation
Author of international books about behavioral economics in
business and social development
FOUNDER
biography
29. ** Behavioral economics, BE – interdisciplinary
science about making decisions in a context of
uncertainty, it combines neurobiology,
economics, psychology, sociology, philosophy.
b e h a v i o r a l u n i t . r u
* CX, customer experience – a complex of all
micro-interactions between a client and a
company from the very moment when the
client hears about the company for the first
time.
a@arsendallan.com
fb:arsen.dallan
+7 985 361 85 31
HUMANIZE
DIGITALIZATION!
STAY #1!