There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
customer experience evaluation and modeling - opiniacZbigniew Nowicki
How to plan, implement, and develop customer experience evaluation project. Research methods. Opiniac.com platform key information. Main advantages of implementing CX solution.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
customer experience evaluation and modeling - opiniacZbigniew Nowicki
How to plan, implement, and develop customer experience evaluation project. Research methods. Opiniac.com platform key information. Main advantages of implementing CX solution.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
How do you know you're ready for a Design Sprint?Highland
For leaders who want their teams to embrace human-centered approaches and collaborate in new ways, Sprints are a fantastic way to start.
Join Highland’s CX Practice Director David Whited and Lead Experience Designer Amrita Kulkarni as they share how Research Sprints and Design Sprints make Design Thinking—a reliable methodology to address complex, ambiguous problems—accessible in a way they have never been before. David and Amrita will introduce the purpose and philosophy of Sprints, talk through the differences between Research and Design Sprints, and what kind of issues, problems, or opportunities are the right fit for each.
We’ll be joined by Jennifer Severns, CXO, and Jennifer O’Brien, Innovation and Insights Manager, from the American Marketing Association, who will share how their organization has used Sprints to catalyze a culture of Design Thinking at the AMA. They will reflect on the realities of introducing Sprints and Design Thinking into an established organization, sharing advice for helping others think and work in new ways.
Attendees will learn:
- How are Research Sprints different from Design Sprints
- When is the right time or moment to conduct a Sprint
- What it takes for Sprints to be successful
- How to amplify Sprint outcomes for change in your organization
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
One of the most common mistakes businesses make is that they forget to align their business goals with their customer experience goals. How does this manifest most frequently? They are not tracking the right KPIs. This presentation will share with you what KPIs to track for the 4 primary business goal buckets.
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
Putting the Person into Personalization: Identifying audiences and their reac...Optimizely
Before you personalize any given digital experience, you obviously need to know who you’re personalizing it for. Effective personalization means defining, creating and developing the right kinds of audience groups. The ultimate goal? Providing the feel of a genuine one-to-one experience.
Join our webinar to discover the ingredients of a good audience. How to identify and reach them with relevant experiences. And why experimentation is the key to optimizing every different experience for each separate group.
What you’ll learn:
- Why you should only focus on ‘actionable’ audiences with high reach - and what that actually means.
- Key personalization use cases to target audiences across verticals.
- How experimentation helps to provide the best possible personalized experiences.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
Digital Personalization 101: The building blocks for a powerful strategyOptimizely
We’ve heard a lot about personalization over the last few years. Personalized digital experiences help you to keep your customers interested, keep them loyal and, ultimately, keep them profitable. Yet too many organizations are only scratching the surface of the limitless potential on offer or those that have gotten started are losing their momentum. What about you?
Join our webinar to discover the building blocks of a powerful personalization strategy. The importance of segmenting your audiences. And why experimentation kicks in to transform a good experience into a great experience – for everyone.
What you’ll learn:
- What personalization involves, what it means for you, and how to get started.
- How to put in place building blocks of personalization - and why more experimentation equals higher engagement.
- Why validating your experiences unleashes the full power of a personalized digital journey.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
Excellent isn't good enough anymore - now you need to deliver the experience,...Chris Parker
CIO's of today and tomorrow need to connect directly to the customer journey if they want to avoid being commoditised by the consumerisation and commercialisation of IT.
This presentation was given during the 2010 CIO Day in the Netherlands (www.cioday.nl) and was a call to action for the audience to choose where they will be positioned in the future: supporting, inspiring or leading the customer journey.
Mastering the Customer Experience: VoC Techniques that Keep JetBlue SoaringQualtrics
Join us as Kyle Groff, Customer Insights Manager at JetBlue Airways, shares how the company lives up to its slogan: "You above all." You'll leave this webinar with key takeaways that will help you collect, analyze and act on customer insights in a smart, new way.
As you know, the difference is often in the details. Learn what ones are often overlooked and the ones that make the biggest difference of all.
An Integrated CX Approach – Empowering CX at Blue Shield of CaliforniaPrecisely
Findings from a 2019 CMO Council study of over 2,000 global consumers, found that when it comes to selecting a channel of choice, everyone agrees: Omnichannel IS the Critical Channel of Choice.
So how are brands meeting this expectation? Are marketers, customer experience and service professionals truly delivering on omnichannel experiences? Are the tools we are using actually reaching our customers where and when THEY prefer.
Join us as Blue Shield of California’s’ Elizabeth Scarborough, Employer Marketing's Lori Mazurek, and Precisely's Lisa Sutrick and Sarah Warren talk to us about the customer experience challenges they faced… and how by using personalized videos and chatbot technologies they are able to not only enhance their customer’s experience, but truly change the dynamic of the relationship they share with their customers whilst achieving crucial KPI’s.
In addition we will explore the key channel preferences that customers want - web, mobile, print, email, SMS, chat and video, to ensure that as a customer-obsessed organization YOU can embrace new market opportunities and exceed expectations.
Key takeaways:
- Increase customer satisfaction and service
- Anticipate customer needs
- Acquire, grow and retain customers
- Improve your bottom line
Let us help you add impact where it counts.
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEClearAction
The Annual ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.
This is a study of the journey to world-class performance in how business-to-business firms:
(1) listen to customers,
(2) view customers,
(3) center employees on customers, and
(4) center business on customers.
It explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.
THIS IS A SAMPLE OF SELECTED PAGES FROM THE REPORT
See http://ClearActionCX.com
Acquisition retention loyalty in proper proportion to maximize profitabilitysuitecx
To extend the profit stream beyond its expected pattern, a company must develop and implement strategies that:
Rebalance from the singular focus on acquisition to retention/growth
Drive customer retention (for incremental profits regardless of achieving loyalty)
Improve customer loyalty (for long-term referrals and growth)
Use a combination of both (leveraging the response and revenue lift from different sets of customers).
Acquire strategically to grow most profitably
'Wow' versus 'Ow' Service: anticipating customer expectations, checking assumptions, and preventing hassles for customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
In the digital world, any successful product feature will be copied swiftly by competitors. The only way to maintain a competitive advantage is through the customer experience you provide.
Putting the Person into Personalization: Identifying audiences and their reac...Optimizely
Before you personalize any given digital experience, you obviously need to know who you’re personalizing it for. Effective personalization means defining, creating and developing the right kinds of audience groups. The ultimate goal? Providing the feel of a genuine one-to-one experience.
Join our webinar to discover the ingredients of a good audience. How to identify and reach them with relevant experiences. And why experimentation is the key to optimizing every different experience for each separate group.
What you’ll learn:
- Why you should only focus on ‘actionable’ audiences with high reach - and what that actually means.
- Key personalization use cases to target audiences across verticals.
- How experimentation helps to provide the best possible personalized experiences.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
Digital Personalization 101: The building blocks for a powerful strategyOptimizely
We’ve heard a lot about personalization over the last few years. Personalized digital experiences help you to keep your customers interested, keep them loyal and, ultimately, keep them profitable. Yet too many organizations are only scratching the surface of the limitless potential on offer or those that have gotten started are losing their momentum. What about you?
Join our webinar to discover the building blocks of a powerful personalization strategy. The importance of segmenting your audiences. And why experimentation kicks in to transform a good experience into a great experience – for everyone.
What you’ll learn:
- What personalization involves, what it means for you, and how to get started.
- How to put in place building blocks of personalization - and why more experimentation equals higher engagement.
- Why validating your experiences unleashes the full power of a personalized digital journey.
Learn more about creating impactful digital experiences in the Power of Personalization: https://www.optimizely.com/optimindset-personalization
Excellent isn't good enough anymore - now you need to deliver the experience,...Chris Parker
CIO's of today and tomorrow need to connect directly to the customer journey if they want to avoid being commoditised by the consumerisation and commercialisation of IT.
This presentation was given during the 2010 CIO Day in the Netherlands (www.cioday.nl) and was a call to action for the audience to choose where they will be positioned in the future: supporting, inspiring or leading the customer journey.
Mastering the Customer Experience: VoC Techniques that Keep JetBlue SoaringQualtrics
Join us as Kyle Groff, Customer Insights Manager at JetBlue Airways, shares how the company lives up to its slogan: "You above all." You'll leave this webinar with key takeaways that will help you collect, analyze and act on customer insights in a smart, new way.
As you know, the difference is often in the details. Learn what ones are often overlooked and the ones that make the biggest difference of all.
An Integrated CX Approach – Empowering CX at Blue Shield of CaliforniaPrecisely
Findings from a 2019 CMO Council study of over 2,000 global consumers, found that when it comes to selecting a channel of choice, everyone agrees: Omnichannel IS the Critical Channel of Choice.
So how are brands meeting this expectation? Are marketers, customer experience and service professionals truly delivering on omnichannel experiences? Are the tools we are using actually reaching our customers where and when THEY prefer.
Join us as Blue Shield of California’s’ Elizabeth Scarborough, Employer Marketing's Lori Mazurek, and Precisely's Lisa Sutrick and Sarah Warren talk to us about the customer experience challenges they faced… and how by using personalized videos and chatbot technologies they are able to not only enhance their customer’s experience, but truly change the dynamic of the relationship they share with their customers whilst achieving crucial KPI’s.
In addition we will explore the key channel preferences that customers want - web, mobile, print, email, SMS, chat and video, to ensure that as a customer-obsessed organization YOU can embrace new market opportunities and exceed expectations.
Key takeaways:
- Increase customer satisfaction and service
- Anticipate customer needs
- Acquire, grow and retain customers
- Improve your bottom line
Let us help you add impact where it counts.
B2B Customer Experience Management Best Practice Study PREVIEW SAMPLEClearAction
The Annual ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability.
This is a study of the journey to world-class performance in how business-to-business firms:
(1) listen to customers,
(2) view customers,
(3) center employees on customers, and
(4) center business on customers.
It explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results.
THIS IS A SAMPLE OF SELECTED PAGES FROM THE REPORT
See http://ClearActionCX.com
Acquisition retention loyalty in proper proportion to maximize profitabilitysuitecx
To extend the profit stream beyond its expected pattern, a company must develop and implement strategies that:
Rebalance from the singular focus on acquisition to retention/growth
Drive customer retention (for incremental profits regardless of achieving loyalty)
Improve customer loyalty (for long-term referrals and growth)
Use a combination of both (leveraging the response and revenue lift from different sets of customers).
Acquire strategically to grow most profitably
'Wow' versus 'Ow' Service: anticipating customer expectations, checking assumptions, and preventing hassles for customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
In this half day session, conducted and facilitated by Communications Coach Nicolas Llovet, we will:
1. Add an urgency to your value proposition
2. Frame your sales pitches in the most compelling, engaging style
3. Handle the needs of different stakeholders, leading to win-win outcomes
In this half day session, conducted and facilitated by Communications Coaches Nick Blake and Michael Wahab, we learn:
1. To sell at a premium price
2. Build value into a sale
3. Uncover ways to build long term valuable selling relationships
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
A whitepaper prepared by CMA’s Integrated Marketing and Customer Experience Council discusses the core aspects of a customer experience program and how they interconnect with corporate strategies.
Brand strategy- Customer experience re-design for a financial services firmLeapFrogStrategy
We first developed an inspiring and differentiated (v/s competition) experience vision. Its definitions across the different service dimensions reflected the elements that would be central to on ground delivery and the key aspects that would guide customer interaction.
Deepening Client Relationships in Financial ServicesNexJ Systems Inc.
The financial services industry has radically changed due to product homogenization and customers empowered to obtain information and make decisions on their own. To retain clients and grow assets, advisors need to deepen client relationships to differentiate their service offering and improve the customer experience.
In this session, Bryan Sachdeva, Director of Products at NexJ Systems, discusses how firms can:
- Better understand customers with a comprehensive customer view
- Provide superior service across the entire client lifecycle
- Improve advisor productivity so they can focus on building trusting client relationships
Using Mobile as a Marketing Strategy: Digitizing the customer experienceMediaPost
There are many pieces to a mobile campaign, from content to search to display advertising. The combination allows Hilton Worldwide to find success to connect with highly targeted consumer segments. Join Peter Norris, digital marketing director at Hilton Worldwide, as he walks through this cross-channel mobile marketing approach. Discover how Hilton uses the latest advances in mobile marketing to identify and drive mobile traffic, as well as connect guests' experiences.
Praxishandbuch Service Excellence 2-2016 Rainer Kolm
Das Service Excellence Cockpit hat bei vielen Unternehmen Einzug gehalten. Und das völlig zu Recht. Stellt es doch ein hervorragendes Instrument dar, die eigenen Serviceaktivitäten übersichtlich aufbereiten zu können und zusätzlich noch aus dem Benchmarking mit anderen Unternehmen zu lernen.
Längst haben erfolgreiche Unternehmen die strategische Positionierung ihrer Customer Service Einheiten erkannt. An welchen Stellen der Customer Journey können sie wertvolle Unterstützer sein? Wie in der Vernetzung der Touchpoints entscheidende Impulse setzen und Kaufentscheidungen herbeiführen? Wo für den Kunden da sein, wenn er doch einmal den persönlichen Kontakt sucht?
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
Leveraging CRM for Customer Experience ManagementAvtex
Learn about how Avtex thinks about CRM. Why is it our choice as a repository of all customer data? What kinds of capabilities has Microsoft built into their version of CRM that help it become the hub of your Customer Experience strategy? How does big data fit? How can you make it fun? Join Bart Sneary, VP of Microsoft Business Solutions, for a session outlining the core business value of Dynamics CRM as an optimal customer experience enabler.
apidays London 2022 - Maximising the Commercial Outcomes of your Investment, ...apidays
apidays London 2022 - The Path from Open Banking to Embedded Finance
October 26 & 27, 2022
Maximising the Commercial Outcomes of your Investment
Kevin Guest, Independent Commercial Advisor at MKG Procurement Ltd
------
Check out our conferences at https://www.apidays.global/
Do you want to sponsor or talk at one of our conferences?
https://apidays.typeform.com/to/ILJeAaV8
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https://apilandscape.apiscene.io/
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Client experience Workshop for Accounting FirmsCX Pilots
A simple, how-to manual for client success leaders in the accounting profession. A pragmatic strategy, program implementation, measurement and governance approach.
Speaker: Don Duval, Vice President, Business Services, MaRS
Using a case study example, Don discusses the importance of understanding and refining your business model in order to grow your business and maintain a sustainable competitive advantage in the marketplace.
Part of the MaRS CIBC Presents Entrepeneurship 101 lecture series: http://www.marsdd.com/ent101
Accenture & Genuine Parts: Jay Dettling and Thomas CookGamePlanConference
The need to provide an omni-channel buying experience touches all industries, and the auto-parts business is no exception. In this session, hear how auto parts industry leader Genuine Parts is leveraging hybris to pivot their business into a digitally oriented commerce engine that drives higher levels of value and service to B2B customers, and more revenue for the company.
Big Digital Advisory Services - Customer-Centric Digital ConsultingFirestring
This presentation highlights aspects of Firestrings unique consulting methodology to successfully help organizations shift towards a customer-centric positioning. The methodology addresses all factors integral to the process including digitisation, governance, strategic and technology alignment and organisational maturity.
For more information, contact us at sales@firestring.com
MavenVista is a one-stop solution for procurement management software and system. We deliver intuitive software solutions to control your procurement process with the experience of industry experts.
OMG 2014 Business Architecture Innovation Summit - Aligning design with Busin...Mike Clark
Aligning design with Business Architecture, enabling the creation of a 360 model of the business. The core focus of any business should be customers, and outcomes. These are key components of any business model. This presentation demonstrates how this is possible by combining design and business architecture. These combination of disciplines helps to create the elusive 360 model, and almost leads to a co-evolution of the customer, and the business.
This is a full explanation of the Customer-Centricity Maturity Audit delivered by Paul Rouke and Paul Postance of Become Customer-Centric. It explains how the audit was developed, what it covers, how the audit is carried out, what the deliverables are and what investment options there are
As a company leader, you are responsible for the strategic direction and tactical execution of your business. Knowing your customers, both the “squeaky wheels” and the “silent majority”, is key. You need facts.
Your customers will love you - your competition will hate us.
Discover how Ideas2it as financial services leader can navigate the digital transformation landscape with cutting-edge technology solutions. Explore the comprehensive offerings by Ideas2IT, empowering institutions to optimize infrastructure, enhance digital experiences, and ensure regulatory compliance. Learn from real impact stories and embrace the future of finance. Contact us to unlock the potential of Financial Technology Solutions today.
Similar to Selling the Value of a Customer Experience Strategy (20)
Today’s customers are more informed and getting their information in new ways from new sources. Decisions are influenced by discussions online and user reviews. The old ways of doing business are changing. And that means companies must change as well. As with all changes, those companies that successfully adapt to the reality of the market will succeed while those which don’t will fall behind. While this shift creates new challenges, it also creates a huge opportunity for businesses to reach customers in ways never before possible.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
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Selling the Value of a Customer Experience Strategy
1. Selling the Value of a Customer
Experience Strategy
Mark Gavin
Vice President – Strategic Consulting
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
2. Agenda
• Customer Experience Basics
• Selling the Value
• Getting Started
• Customer Story – CPP North America
• Wrap Up – Q&A
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
3. Customer Experience Basics
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
4. Customer Experience Basics
What it is… What it isn’t…
• CX = customer’s perception • New slogan and fresh
of your coat of paint
company, products, service • An approach to satisfy all
s (branding, marketing, pre-sales to customer personas
fulfillment, delivery, support)
• One-off Project
• Excellent CX creates
competitive differentiation • Easy to implement and
manage
• Customer Experience is
Profitable!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
5. Customer Experience Basics
“Ecosystem” - understand the elements that influence experience
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
6. Selling the Value of Customer
Experience Programs
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
7. Treat CX as a Business Discipline
1). Build a strong business case.
2). Demonstrate how CX is profitable!
Make it easy for CFO to compare
– Good CX increases
CX w/competing projects loyalty Revenue (Outside In – pg 30-31)
• Retained revenue via lower customer churn
• Incremental purchases from current customers
• New sales resulting from word of mouth
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
8. Does Good CX Really Payoff?
Let me count the ways…
1) Retained Revenue 2) Incremental Purchases
???
3) Word-of-Mouth Revenue
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
9. Treat CX as a Business Discipline
Customer experience is profitable!
– Good CX increases loyalty Revenue (Outside In – pg 30-31)
• Retained revenue via lower customer churn
• Incremental purchases from current customers
• New sales resulting from word of mouth
– Customer experience drives cost savings
• CX assessment identifies inefficiencies within the
customer journey
• Identify the problem Fix Measure the result
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
10. Customer Experience Strategy
– Getting Started
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
11. CX Strategy Fundamentals
Do your homework
1). Understand your CX ecosystem! (…Breakout Session #2!)
2). Great customer experiences don’t happen by accident
(Source: Outside In)
3). Your CX strategy must support your corporate strategy
(Source: Outside In)
4). Your CX strategy must align with your brand
(Source: Outside In)
5). Your CX strategy must be specific, clear & memorable
(Source: Outside In)
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
12. Customer Story – CPP North
America
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
13. CPP North America
Introduction
• Jeannine Peterson – SVP, Consumer Experience
• CPP Group – UK HQ;16 locations world-wide
• 200+ Business Partners; B-B-C business model
• CPPNA partners primarily with major financial
institutions to sell life assistance products
• Identity Theft Protection
• Purchase Protection
• Concierge line
• Primary consumer channel is telemarketing
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
14. CPP North America
What We Know About Our Customer Experience…
• CPP has core competency in go-to-market
strategies and telemarketing channels
• Constantly in pursuit of superior consumer
experience
• Consistently adhere to telemarketing sales rules
and regulations and offer is truly compelling
• Consumers very interested in life assistance
products and service
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
15. CPP North America
Where We Want To Go…
• Desire to take consumer experience to next-level
• CPP Group has core belief and aspiration to put customers at
the heart of all we do - across all countries and regions
• We know we have some opportunities from a technology
perspective and the customer journey and touch points need
to be more seamless.
• We are also in transition from an innovation perspective and
we are reinventing our products and place in the market
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
16. CPP North America
Where We Want To Go…
• Need to manage the experience holistically, integrating all
points
• Belief that to set ourselves apart and create a new and lasting
source of competitive advantage, we must manage the
customer experience
– how customers experience brand at every interaction and
in every channel
• Objective to serve customers intelligently and profitably.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
17. CPP North America
Progress To Date:
• Commissioned Avtex to define Consumer Experience Strategic
Roadmap
• Developed Consumer Experience Metrics and Dashboard
• Convened Customer Advocacy Council
• Launched customer satisfaction survey and feedback loop and
gather net-promoter score
• Integration of technology touch points is a work in progress
• Product enhancements underway to capitalize on consumer
experience findings and analysis
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
18. CPP North America
Recommendations and Lessons Learned (…so far):
• Best place to start is to define the customer experience roadmap and
define strategy and milestones
– Avtex Consumer Experience Strategic Roadmap Offering is top flight way to start
• Ensure the process includes marketing, sales and services
• Define clear responsibilities and objectives
• Treat Consumer Experience as part of the company, not as a project
– Create a service culture
• Establish stakeholder management
• Do not underestimate change management requirements
• Keep the project simple and small, then roll it out
• Build a solid business case
• Define short term ROI objectives
– Understand how longer term value with be created and then track
• Keep customer retention and profit as central objectives
– CEM initiatives must be designed to encourage lifetime value and systems should be put
in place with improved customer insight and management in mind
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
19. Call to Action!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
20. Call to Action
Putting this information to work…
• Does your organization have a CX vision & strategy?
• Learn More – Conference Call / Meeting
• Avtex can help!
1)Customer Experience Assessment Considerations
– CEO Macro level; End-to-End Journey
– iCEO Macro baseline; micro focus
– Hybrid
2)IT Assessment – “…do we have the IT foundation?”
3)Customized Approach
• Contact your Account Executive or mgavin@avtex.com
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
22. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Editor's Notes
Welcome everyone to Avtex Customer Conference 2012. Thank you for taking time from your busy schedules to be with us today. I’m Mark Gavin, VP of Strategic Consulting at Avtex. For over 13 years I’ve teamed up with a number of talented employees to successfully design, implement and facilitate a variety of business and technical assessments. “Selling the Value of a Customer Experience Strategy” is the first of four customer focused sessions that will address the intersection of Technology and Customer Experience!
We have a full agenda today with a lot of information to cover. I’m especially excited about having Jeannine Peterson from CPP North America with us today to talk about their customer experience initiative.
Let’s begin by setting a foundation for what Customer Experience is, and maybe just important, what customer experience isn’t
It’s important to level-set on what customer experience is, and maybe just as importantly, what it isn’t.WHAT IT ISPerception is reality – this is significant because we really need to understand customer perception if we’re going to effectively manage the experience going forward. Their perception could change depending upon where they are in their journey with your organization.Technical advances, access to tons of online information, ability to quickly assimilate new product and service offerings has significantly reduced the barriers to entrywe need to constantly be on the lookout for points of differentiation.Customer experience is profitable – loyalty, retention, and referrals generate revenue; examination of the customer experience journey, corresponding touch points, and underlying processes will reveal cost savings opportunities. Outside In provides some great supporting facts and figures.WHAT IT ISN’TSlogan and paint – if cx initiatives are going to be successful in your organization then they must be treated as a business discipline. Success will be limited at best if your CX efforts are not tied into the overall company vision, don’t have executive support, and you can’t demonstrate a meaningful return on investment.You can’t satisfy everyone – some customer types, or personas, may not be profitable for your product or service offering…. so don’t spend resources catering to them! Focus your time and resources on those customers that are profitable. Begs the question… do you know your customers?Successful customer experiences result from a culture of CX dedication; make a commitment!Designing, implementing, and managing customer experience programs can be challenging… not to mention overwhelming if you haven’t gone through the experience in the past. Have a plan; create a strategy! Get support from all business units. Be incremental.
Before you can effectively move forward with any CX initiative it’s imperative that you understand the “ecosystem” in which your customer exists.A variety of ecosystem definitions exist but the core participants typically include:1). Customers – can be many customer types!2). Partners – inward facing and outward facing3). Employees – inward facing and outward facingDuring the CX Session track we will be exploring a couple topics that are receiving a lot of attention lately.
How many of you in attendance have had to sell an idea, project, or significant purchase to your CEO or CFO?Its not easy…Selling the value of a customer experience program can be especially challenging because the customer experience topic feels squishy. Its not as tangible as an equipment purchase for example.Because of this squishiness its critical that we start by building a viable business case.
Selling the value of a customer experience program is becoming easier. Recent publications like the Outside In, continue to provide real-world proof that customer experience excellence is paying off. With that said, you’re not Fedex, Bank of America, or US Cellular. You need to build a your own case for CX.Would we ever pitch a new product launch without quantifying the financial impact; what is the cost? What is the expected ROI? Is it a complimentary product offering or do we risk cannibalism; etc..? NO! Customer experience initiatives must be treated the same way!Build a sound business case with predefined objectives and time frames.ProfitableLoyalty incremental purchases from current customers; retained revenue via lower churn; new sales resulting from word of mouthDepending on the industry this loyalty metric can result in billions of dollars!Speak the “Financial” language - we need to present our CX initiatives using investment terminology familiar to our CEO/CFO
We need to treat CX as a business discipline.Building a strong business case in terms that a CFO can interpret is critical. Speak the “Financial” language - we need to present our CX initiatives using investment terminology familiar to our CEO/CFODemonstrate how CX is ProfitableLoyalty incremental purchases from current customers; retained revenue via lower churn; new sales resulting from word of mouthDepending on the industry this loyalty metric can result in billions of dollars!
Selling the value of a customer experience program is becoming easier. Recent publications like the Outside In, continue to provide real-world proof that customer experience excellence is paying off. With that said, you’re not Fedex, Bank of America, or US Cellular. You need to build a your own case for CX.Would we ever pitch a new product launch without quantifying the financial impact; what is the cost? What is the expected ROI? Is it a complimentary product offering or do we risk cannibalism; etc..? NO! Customer experience initiatives must be treated the same way!Build a sound business case with predefined objectives and time frames.ProfitableLoyalty incremental purchases from current customers; retained revenue via lower churn; new sales resulting from word of mouthDepending on the industry this loyalty metric can result in billions of dollars!Speak the “Financial” language - we need to present our CX initiatives using investment terminology familiar to our CEO/CFO
The importance of strategy within
I’m not here to talk about the importance of strategy. I trust that everyone here understands the role that strategy plays in the world around us. We see strategies unfold right before our eyes every day. Professional sports teams, presidential debates, When sound strategies are not applied we seeStrategies allow us manage, analyze, measure, and then respond/modify to meet the changes within the ecosystem.By systematically analyzing and measuring we’re able to respond quicker to strategies that aren’t always obvious unlike these classic product snafus..Strategy, or lack thereof, shapes the perception of our employees, partners, and ultimately our customers.
I’m not here to talk about the importance of strategy. I trust that everyone here understands the role that strategy plays in the world around us. We see strategies unfold right before our eyes every day. Professional sports teams, presidential debates, energy independenceWhen sound strategies are not applied we seeStrategies allow us manage, analyze, measure, and then respond/modify to meet the changes within the ecosystem.By systematically analyzing and measuring we’re able to respond quicker to strategies that aren’t always obvious unlike these classic product snafus..Strategy, or lack thereof, shapes the perception of our employees, partners, and ultimately our customers.
I’m not here to talk about the importance of strategy. I trust that everyone here understands the role that strategy plays in the world around us. We see strategies unfold right before our eyes every day. Professional sports teams, presidential debates, energy independenceWhen sound strategies are not applied we seeStrategies allow us manage, analyze, measure, and then respond/modify to meet the changes within the ecosystem.By systematically analyzing and measuring we’re able to respond quicker to strategies that aren’t always obvious unlike these classic product snafus..Strategy, or lack thereof, shapes the perception of our employees, partners, and ultimately our customers.
1). If you don’t have a detailed understanding of your CX ecosystem your chance for sustained customer experience success is slim. At best you can expect to make small CX improvements.2). Great customer experience is well thought out and orchestrated among employees and partners.3). If your CX strategy is not aligned with the corporate strategy you’re likely going to confuse employees, partners, and customers!4). Your organization may have brand messaging that has a direct impact on customer experience. Be sure you’re aware of the specifics!5). Don’t leave your CX strategy up for interpretation! Make sure it’s tangible. Squishy isn’t good.
Keep in mind you’re trying to create differentiation! Your CX strategy shouldn’t emulate another organization’s customer experience.
Now… since many of you in the room are technologists we should point out that although technology is instrumental
How many of you have platform or channel responsibility?How many of your organizations have distributed platform or channel ownership? Distributed ownership can create challenges for CX programs if they’re not properly managed.When creating your CX strategy there are three “rules of thumb” to keep in mind.This last “rule of thumb” provides a nice segue into a real-life example of an Avtex customer that is currently in the process of formulating their customer experience vision and strategy.