SlideShare a Scribd company logo
Winning in the age of the customer: 
Transforming Customer Engagement 
Marc Englaro, 
Director of Customer Insights, Squiz Australia 
@Marc_Englaro au.linkedin.com/in/marcenglaro/ 
marc.englaro@squiz.net
“The future is already here, 
William Gibson 
3 
it's just not very evenly 
distributed.”
THREE TRENDS IN CX 
• Contextualisation 
• Cross Channel Continuity 
• Orchestration 
4 SQUIZ
SAM’S STORY WITH SQUIZ-AIR
SAM’S JOURNEY
SAM’S JOURNEY
SAM’S JOURNEY 
Hi 
Sam, 
Exit 
Row 
Special 
Offer!
SAM’S JOURNEY 
Exit 
row 
for 
just 
£10!
SAM’S JOURNEY 
air
SAM’S JOURNEY
THREE TRENDS IN CX 
• Contextualisation 
• Cross Channel Continuity 
• Orchestration 
12 SQUIZ
UNIVERSITY OF AUSTRALIA
o
30
31
THREE TRENDS IN CX 
• Contextualisation 
• Cross Channel Continuity 
• Orchestration 
32 SQUIZ
CUSTOMER EXPERIENCE PLATFORM 
Customer 
Experience 
Platform 
33 SQUIZ
Customer Journey Mapping 
PR 
SEO/SEM 
Events 
Marketing 
Email 
Website 
Social 
Media 
Sales 
Team 
Account 
Mgt 
Finance 
Team 
Project 
Mgt 
Services 
Team 
Support 
Team 
Evaluating Negotiating Implementing Using 
Experiencing 
Problems 
Staying 
Informed 
Actively 
Researching Shortlisting 
34 SQUIZ
Silos are the natural enemy of good 
customer experience.
36
37
THINGS TO DO
THINGS TO DO 
• Research your customer journeys 
• Evaluate the customer’s experience 
• Pick one facet that needs attention 
• Set clear objectives and metrics 
• Map onto the solution landscape 
• Demonstrate results 
• Rinse and repeat 
39 SQUIZ
THANK YOU

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