Customer centricity is not just a matter of making vague commitments to “put the customer first.” It’s about literally building your customer relationships, conversations and service around the needs, preferences and actions of your individual customers on an ongoing basis. To do this, you must truly understand each customer at the individual level – and quickly take action on those insights.
Cindy Vandecasteele, NGDATA’s VP of Product Strategy, discusses what every business needs to do to fully embrace customer centricity.
Key topics include:
The time is now to make the shift from business-to-consumer (B2C) to consumer-to-business (C2B)
The need to get your entire organization aligned around customer centricity
Tips on how to achieve customer centricity
The importance of your customer data and how to use it effectively
How to start to implement a powerful customer experience with right technology
Chris is the Director of Consultancy for Aquila Insight, focussing on driving business growth through strategy development and alignment of Big Data, Analysis, Tech and Customer Experience.
Before Aquila, Chris spent 18 years working for Boots, Egg, Capital One, National Express, and most recently, as the Global Director of CLTV (Customer Lifetime Value) Strategy & Planning for Sony Mobile.
Starting life initially as an analyst of customer behavioural data, before ultimately moving to lead major CRM teams, Chris’ focus has always been on understanding both the business and customer need, and delivering an approach that blends these to create commercial growth.
Within his most recent role at Sony, Chris and his team led a joined up cross channel customer life stage programme, supported the development of a big data architecture, implemented commercialised customer satisfaction modelling and focus area development, and integrated a full end of end analytics unit. He was also responsible for One Sony Europe, looking to create a more joined up customer experience across the Sony group.
It’s time to embrace the future of customer engagement. You need a customer-centric approach in order to build your business around the needs, preferences and intents of your customers on an ongoing basis. But do you know how to create the optimal customer insight platform to get you there?
Our guest Brandon Purcell, Senior Analyst at Forrester Research, and Steven Noels, CTO and Co-Founder of NGDATA, defines what the customer insight platform is, and how it can be used to engage in a relevant way with your customers, transform your business, optimize costs and achieve new growth.
Key takeaways include:
How to stay ahead of evolving customer demands, and how data and analytics play an essential part
Understanding all the components necessary to transform customer data into insights to meet and exceed your customers’ expectations
How to operationalize customer insights to optimize every customer interaction
Building Outstanding Customer RelationshipsAmy Cross
Next best action marketing is a tactic that has been around for a while, but few marketers have been able to fully take part in this powerful marketing strategy – especially in financial services, where customer data is abundant but hard to act on for marketing use. It’s a concept that the whole organization needs to align on because it impacts the entire customer experience. With next best action marketing, each customer becomes a “segment of one” versus a “segment of many,” improving marketing action precision and relevancy.
To implement next best action marketing, you need to have the right technology in place. It should be able to give you a complete understanding of each and every customer, and also be able to decide on – and recommend – the right actions to take, at the right time, based on the complete and actionable view of each individual customer.
James Taylor, CEO of Decision Management Solutions, and Steven Noels, CTO and Co-Founder of NGDATA, delve into next best action marketing, how you can use it to empower the customer experience, and the right technologies to get you there.
Key takeaways include:
Key concepts of next best action marketing
The importance of understanding your customers in an omni-channel environment
How to get your organization aligned around the strategy
How to get on the road to success with the right technology in place
An Interaction Design Approach to Choice ModelingSKIM
Conjoint analysis and similar methods are excellent ways to model consumer choice processes and to support scenario planning by answering “what if” questions. Typically, the predictive validity of conjoint analysis study is high and the experimental nature delivers great freedom, turning it into a widely accepted market standard. However, rightful questions are asked about the external validity – the ability to describe actual consumer choice behavior – and the richness of information – does it deliver information the brand can really act upon?
Choice modeling approaches can bear resemblance to online purchase environments, although there are key differences. The way we design the online environment and optimize the customer experience impacts what customers choose and how they make their choices. The premise is that the interaction design of an exercise impacts the way people take the exercise, form their opinions thus the outcome of the exercise; the preferences formed. Interaction design is aimed at impacting the experience of the exercise at hand, evoking a positive emotional response toward the exercise, thereby driving the quality and accuracy of the outcomes of the exercise.
Gerard and Willem took the audience through an overview of interaction design principles in designing choice processes. Translating these fundamentals to conjoint analysis and online sales environments, they shared hypotheses and tested examples of the impact of different visual designs on consumer choices.
Find out more at http://www.skimgroup.com/iiex-na-2014.
Zensar's complete customer engagement solution is a big
data analytics solution that produces intelligence for
consumption by various business functions to take 'next
best action' at the point of decision.
Delivering Customer Success with a Single Source of Truth - A SendGrid Case S...GoodData
SendGrid, a cloud-based email delivery service for transactional email management, needed a better way to support their top organizational goal of promoting customer success. Critical information was being stored in more than 5 different systems, creating up to 8 hours a month in manual Excel labor. The team realized that it was critical to integrate these data sources in order to create a single source of truth for customer insights.
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
Chris is the Director of Consultancy for Aquila Insight, focussing on driving business growth through strategy development and alignment of Big Data, Analysis, Tech and Customer Experience.
Before Aquila, Chris spent 18 years working for Boots, Egg, Capital One, National Express, and most recently, as the Global Director of CLTV (Customer Lifetime Value) Strategy & Planning for Sony Mobile.
Starting life initially as an analyst of customer behavioural data, before ultimately moving to lead major CRM teams, Chris’ focus has always been on understanding both the business and customer need, and delivering an approach that blends these to create commercial growth.
Within his most recent role at Sony, Chris and his team led a joined up cross channel customer life stage programme, supported the development of a big data architecture, implemented commercialised customer satisfaction modelling and focus area development, and integrated a full end of end analytics unit. He was also responsible for One Sony Europe, looking to create a more joined up customer experience across the Sony group.
It’s time to embrace the future of customer engagement. You need a customer-centric approach in order to build your business around the needs, preferences and intents of your customers on an ongoing basis. But do you know how to create the optimal customer insight platform to get you there?
Our guest Brandon Purcell, Senior Analyst at Forrester Research, and Steven Noels, CTO and Co-Founder of NGDATA, defines what the customer insight platform is, and how it can be used to engage in a relevant way with your customers, transform your business, optimize costs and achieve new growth.
Key takeaways include:
How to stay ahead of evolving customer demands, and how data and analytics play an essential part
Understanding all the components necessary to transform customer data into insights to meet and exceed your customers’ expectations
How to operationalize customer insights to optimize every customer interaction
Building Outstanding Customer RelationshipsAmy Cross
Next best action marketing is a tactic that has been around for a while, but few marketers have been able to fully take part in this powerful marketing strategy – especially in financial services, where customer data is abundant but hard to act on for marketing use. It’s a concept that the whole organization needs to align on because it impacts the entire customer experience. With next best action marketing, each customer becomes a “segment of one” versus a “segment of many,” improving marketing action precision and relevancy.
To implement next best action marketing, you need to have the right technology in place. It should be able to give you a complete understanding of each and every customer, and also be able to decide on – and recommend – the right actions to take, at the right time, based on the complete and actionable view of each individual customer.
James Taylor, CEO of Decision Management Solutions, and Steven Noels, CTO and Co-Founder of NGDATA, delve into next best action marketing, how you can use it to empower the customer experience, and the right technologies to get you there.
Key takeaways include:
Key concepts of next best action marketing
The importance of understanding your customers in an omni-channel environment
How to get your organization aligned around the strategy
How to get on the road to success with the right technology in place
An Interaction Design Approach to Choice ModelingSKIM
Conjoint analysis and similar methods are excellent ways to model consumer choice processes and to support scenario planning by answering “what if” questions. Typically, the predictive validity of conjoint analysis study is high and the experimental nature delivers great freedom, turning it into a widely accepted market standard. However, rightful questions are asked about the external validity – the ability to describe actual consumer choice behavior – and the richness of information – does it deliver information the brand can really act upon?
Choice modeling approaches can bear resemblance to online purchase environments, although there are key differences. The way we design the online environment and optimize the customer experience impacts what customers choose and how they make their choices. The premise is that the interaction design of an exercise impacts the way people take the exercise, form their opinions thus the outcome of the exercise; the preferences formed. Interaction design is aimed at impacting the experience of the exercise at hand, evoking a positive emotional response toward the exercise, thereby driving the quality and accuracy of the outcomes of the exercise.
Gerard and Willem took the audience through an overview of interaction design principles in designing choice processes. Translating these fundamentals to conjoint analysis and online sales environments, they shared hypotheses and tested examples of the impact of different visual designs on consumer choices.
Find out more at http://www.skimgroup.com/iiex-na-2014.
Zensar's complete customer engagement solution is a big
data analytics solution that produces intelligence for
consumption by various business functions to take 'next
best action' at the point of decision.
Delivering Customer Success with a Single Source of Truth - A SendGrid Case S...GoodData
SendGrid, a cloud-based email delivery service for transactional email management, needed a better way to support their top organizational goal of promoting customer success. Critical information was being stored in more than 5 different systems, creating up to 8 hours a month in manual Excel labor. The team realized that it was critical to integrate these data sources in order to create a single source of truth for customer insights.
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
Consumers want "good" data rather than "big" data. Good data involves putting the customer first, ensuring high quality data is collected, and providing insights that are actionable and allow brands to analyze meaningful customer behavior patterns. It focuses on managing various customer information sources, like social media, to deliver timely and helpful recommendations that improve the customer experience and increase loyalty.
Brand Integrity: Motivating Employees to Deliver to Brand ExpectationsGoodData
Brand Integrity helps clients improve business results by motivating employees to uphold brand expectations. They measure engagement through surveys and use the data to identify issues impacting the bottom line. Brand Integrity previously lacked reporting capabilities but partnering with GoodData provided advanced analytics and customizable reports. This enables Brand Integrity to better analyze engagement data, improve decision making for clients, and increase visibility into brand performance across large organizations.
Joining Publicis Sapient means while joining a single, global team that is dedicated to making an impact in the world, together.
Hear from members of our global executive leadership team about why they chose a career at Publicis Sapient and what keeps them here.
Consider a career at Publicis Sapient and start your journey to NEXT.
DarrelKammeyer Creating Value with BI in HospitalityDarrel Kammeyer
This document summarizes a presentation by MicroStrategy on how their business intelligence software can help companies in the hospitality industry. The presentation discusses how MicroStrategy integrates with core hospitality processes, provides examples of how it has helped customers with operations, financial analysis, and marketing. It also presents the value proposition of using MicroStrategy to maximize revenue, enhance efficiency, increase customer profitability, and improve satisfaction.
This document discusses how business intelligence (BI) can help hospitality companies by integrating information. BI involves analyzing data that companies already collect on customers, operations, and competitors to provide insights. It allows companies to quickly address problems, take advantage of opportunities, and improve operations. While BI can boost profits and efficiency, hospitality companies face challenges in implementing it like dispersed data sources and a need to integrate systems. The document describes how one hotel franchise works with Cognizant to develop data cleansing processes to ensure accurate information for effective BI.
New ibm digital experience e book grow your business with ibm digital exper...Roberto Candida
This document discusses how becoming an IBM Business Partner can help grow your business by providing digital experience solutions to clients. Some key points:
1. The digital experience market is growing rapidly as customers expect engaging experiences across channels. IBM solutions can help companies meet these expectations.
2. Case studies found organizations using IBM solutions reduced IT costs by 52-57% on average and saw productivity increases of 11-13%.
3. As an IBM Partner, you can provide solutions like mobile/social/analytics to help clients deliver exceptional customer experiences and see benefits like the 500%+ ROI found in case studies.
Location Intelligence Drives Competitive Edge in the Digital AgeLauren Fellure
Digital transformation is affecting how organizations engage with their customers across the entire customer life cycle, from marketing and commerce to products, services, support, and ongoing customer engagement. To ensure they survive and thrive in the digital age, organizations must know and understand their customers’ unique context and location.
While location intelligence is rising in importance across both customer- facing areas and back-end systems and processes, organizations face challenges with data quality, technology, and compliance issues. These challenges are ultimately worth overcoming, as customers are increasingly interested in personalized experiences based on their location. By enhancing location intelligence capabilities, firms can deliver more of these personalized experiences to better engage customers, improve loyalty, and drive business growth.
CPA BC 2017 Pacific Summit: Applying technology strategically as your grow yo...Laurie Desautels
This document summarizes a presentation about applying technology strategically as businesses grow. It discusses how companies can use emerging technologies like cloud computing, blockchain, artificial intelligence, robotics, and more either as enablers or disruptors. It provides strategies for technology adoption including focusing on customers, mobile-first approaches, cloud-first mindsets, using social media, and addressing digital skills gaps. Finally, it shares case studies of how different organizations have successfully leveraged strategic technology investments.
Demonstrating the benefits of a Customer Experience strategy & the ROI of cus...Darren Choo SlideShare
This document discusses how StarHub, a telecommunications company in Singapore, demonstrated the benefits of adopting a customer-centric strategy through their social customer relationship management (SCRM) initiatives. It provides examples of how StarHub used social listening, community engagement, idea crowdsourcing, and customer advocacy to improve customer loyalty, reduce costs, and increase brand perception. Metrics are presented showing the return on investment achieved through these SCRM programs in areas like call volume reduction and self-service adoption.
This document provides a guide for digital lead generation for businesses in the service area. It begins with an introduction that discusses how consumer research habits have changed and the importance of content marketing and digital lead generation. It then discusses the goals and methodology of the report. The document analyzes digital lead generation practices such as content strategy, design, promotion, and performance monitoring. It concludes by providing a proposed solution for a digital lead generation platform and discusses future perspectives.
The Big Data Customer Intelligence ChallengeSAS FRANCE
Présentation de Nicolas Terrasse, Business Solution Manager CI, SAS France lors de la conférence EBG L’analyse visuelle des Big Data : une opportunité gagnante pour le marketing
Unlocking the value of customer (or citizen) experience (Cx)Laurie Desautels
This document summarizes a presentation given by PwC on unlocking the value of customer experience. Some key points:
1) Digital transformation is about improving the experience for customers and employees to generate new value. Public sector organizations must respond to increasing citizen expectations driven by digital experiences in daily life.
2) Customer experience is the sum of interactions across all touchpoints in an end-to-end customer journey. It impacts what customers feel, say and do.
3) Focusing on customer experience early in a digital transformation allows an organization to understand key customer segments, identify high impact areas for improvement, and select initiatives that will see the best returns.
4) Measuring customer experience metrics
Business leaders must find new ways to maintain customer bases in today's competitive marketplace while reducing costs without compromising quality. An effective approach is to focus on the total customer experience through supply chain and operations management. Customer experience management requires integrating marketing, sales, technology, supply chain, and social media to create a consistent brand and be responsive to customers. Companies must listen to customer feedback through various channels to continuously improve processes and better satisfy customers. Maintaining loyal customers is important for generating repeat business and revenue growth.
Presentation by Charlene Li at Adobe Summit, March 7, 2013 in Salt Lake City, UT. Description; New technologies pop up every day that allow us to now connect and communicate with each other in real time. Yet marketing organizations are wired for a by-gone era when there was the luxury of time. These new dynamic customer relationships require not only a new mindset, but also new skills, capabilities, and organizations.
Moment Mapping - a process for developing a data strategy by DADIChristopher Mair
Spurred by the ever increasing usage of multiple-devices & platforms, today’s battle for hearts, minds, and dollars is fought in a new battleground. Intent-driven moments of decision making and preference shaping that occur throughout the entire consumer journey.
Successful brands of the future will be those that have a plan for understanding and meeting consumers’ needs in the moments that matter to them.
We have developed a process called Moment Mapping to help brands understand where their brand sits with the new market landscape, ensuring they:
Know when to be there
Anticipate the ‘micro-moments’ for users in your industry and then commit to being there to help when those moments occur.
Know how to be smart
Being relevant to consumers’ needs in the moment and connect people to the answers they’re looking for, ensuring the mobile experience is fast and frictionless.
Get in touch to find out more at cm@dadi.co
More and more, data is becoming one of your greatest corporate assets. How you collect, manage and then leverage it can make or break your success now and in the future. Publicis Sapient’s client, H&R Block, understands this first hand. In the highly regulated world of financial services, a forward-looking data strategy and a solid grounding in privacy and governance, is a vital component of this leading brand’s strategy.
Business success through data driven insightsJeffrey Evans
This document discusses how businesses can leverage customer data to gain insights and succeed. It provides the following key points:
1. Businesses need a clearly defined data strategy aligned with business objectives to effectively use customer data. This includes having analytical skills both internally and accessing external expertise.
2. Data has become a primary tool for understanding customers, their needs, and predicting demand. However, many businesses have not optimized their data strategy and implementation.
3. Successful data-driven businesses have the right mix of internal and external resources, including data analysts with commercial and analytical skills connected to business goals. Leadership influences the organization to effectively infuse data-driven insights.
Digital Thinking to unite sales and operations - LIMRA Bangkok 2015The Digital Insurer
Hugh Terry presented at the LIMRA conference on operating strategies in Bangkok on November 23-24, 2015. He discussed how digital thinking can unite sales and operations by making the customer the central focus. Customers now have digital expectations of always being connected, having access to information and each other through various devices. This multi-channel experience means customers use multiple touchpoints for both sales and service. Digital is transforming the insurance industry and how customers research and purchase policies across online and offline channels.
Engagement strategies for law firms to compete in the age of the customeredynamic
Today’s business relationships can be initiated online using personalized thought leadership content to attract prospects to your firm, engage with your attorneys, and transport them along a buying journey to becoming a client. Your digital platform is now the tool that builds trust and relationships with your clients.
Presentacion de problema y campaña ecológica.Sallydeaqui
Este documento presenta un proyecto de estudiantes sobre cigarrillos sostenibles. Propone que los cigarrillos contengan semillas para que, al desecharse, puedan germinar plantas que ayuden al medio ambiente. El proyecto incluye una campaña informativa, recolección de datos, e informe a compañías tabacaleras para promover esta idea.
El documento habla sobre Windows 10, incluyendo sus novedades como un panel de control rediseñado y el regreso del menú inicio. También detalla los requisitos técnicos para Windows 10 como tener Windows 7 SP1 o Windows 8 actualizado, un procesador de al menos 1GHz, 1GB de RAM para 32 bits o 2GB para 64 bits, y almacenamiento de 16GB o 20GB dependiendo del sistema.
Consumers want "good" data rather than "big" data. Good data involves putting the customer first, ensuring high quality data is collected, and providing insights that are actionable and allow brands to analyze meaningful customer behavior patterns. It focuses on managing various customer information sources, like social media, to deliver timely and helpful recommendations that improve the customer experience and increase loyalty.
Brand Integrity: Motivating Employees to Deliver to Brand ExpectationsGoodData
Brand Integrity helps clients improve business results by motivating employees to uphold brand expectations. They measure engagement through surveys and use the data to identify issues impacting the bottom line. Brand Integrity previously lacked reporting capabilities but partnering with GoodData provided advanced analytics and customizable reports. This enables Brand Integrity to better analyze engagement data, improve decision making for clients, and increase visibility into brand performance across large organizations.
Joining Publicis Sapient means while joining a single, global team that is dedicated to making an impact in the world, together.
Hear from members of our global executive leadership team about why they chose a career at Publicis Sapient and what keeps them here.
Consider a career at Publicis Sapient and start your journey to NEXT.
DarrelKammeyer Creating Value with BI in HospitalityDarrel Kammeyer
This document summarizes a presentation by MicroStrategy on how their business intelligence software can help companies in the hospitality industry. The presentation discusses how MicroStrategy integrates with core hospitality processes, provides examples of how it has helped customers with operations, financial analysis, and marketing. It also presents the value proposition of using MicroStrategy to maximize revenue, enhance efficiency, increase customer profitability, and improve satisfaction.
This document discusses how business intelligence (BI) can help hospitality companies by integrating information. BI involves analyzing data that companies already collect on customers, operations, and competitors to provide insights. It allows companies to quickly address problems, take advantage of opportunities, and improve operations. While BI can boost profits and efficiency, hospitality companies face challenges in implementing it like dispersed data sources and a need to integrate systems. The document describes how one hotel franchise works with Cognizant to develop data cleansing processes to ensure accurate information for effective BI.
New ibm digital experience e book grow your business with ibm digital exper...Roberto Candida
This document discusses how becoming an IBM Business Partner can help grow your business by providing digital experience solutions to clients. Some key points:
1. The digital experience market is growing rapidly as customers expect engaging experiences across channels. IBM solutions can help companies meet these expectations.
2. Case studies found organizations using IBM solutions reduced IT costs by 52-57% on average and saw productivity increases of 11-13%.
3. As an IBM Partner, you can provide solutions like mobile/social/analytics to help clients deliver exceptional customer experiences and see benefits like the 500%+ ROI found in case studies.
Location Intelligence Drives Competitive Edge in the Digital AgeLauren Fellure
Digital transformation is affecting how organizations engage with their customers across the entire customer life cycle, from marketing and commerce to products, services, support, and ongoing customer engagement. To ensure they survive and thrive in the digital age, organizations must know and understand their customers’ unique context and location.
While location intelligence is rising in importance across both customer- facing areas and back-end systems and processes, organizations face challenges with data quality, technology, and compliance issues. These challenges are ultimately worth overcoming, as customers are increasingly interested in personalized experiences based on their location. By enhancing location intelligence capabilities, firms can deliver more of these personalized experiences to better engage customers, improve loyalty, and drive business growth.
CPA BC 2017 Pacific Summit: Applying technology strategically as your grow yo...Laurie Desautels
This document summarizes a presentation about applying technology strategically as businesses grow. It discusses how companies can use emerging technologies like cloud computing, blockchain, artificial intelligence, robotics, and more either as enablers or disruptors. It provides strategies for technology adoption including focusing on customers, mobile-first approaches, cloud-first mindsets, using social media, and addressing digital skills gaps. Finally, it shares case studies of how different organizations have successfully leveraged strategic technology investments.
Demonstrating the benefits of a Customer Experience strategy & the ROI of cus...Darren Choo SlideShare
This document discusses how StarHub, a telecommunications company in Singapore, demonstrated the benefits of adopting a customer-centric strategy through their social customer relationship management (SCRM) initiatives. It provides examples of how StarHub used social listening, community engagement, idea crowdsourcing, and customer advocacy to improve customer loyalty, reduce costs, and increase brand perception. Metrics are presented showing the return on investment achieved through these SCRM programs in areas like call volume reduction and self-service adoption.
This document provides a guide for digital lead generation for businesses in the service area. It begins with an introduction that discusses how consumer research habits have changed and the importance of content marketing and digital lead generation. It then discusses the goals and methodology of the report. The document analyzes digital lead generation practices such as content strategy, design, promotion, and performance monitoring. It concludes by providing a proposed solution for a digital lead generation platform and discusses future perspectives.
The Big Data Customer Intelligence ChallengeSAS FRANCE
Présentation de Nicolas Terrasse, Business Solution Manager CI, SAS France lors de la conférence EBG L’analyse visuelle des Big Data : une opportunité gagnante pour le marketing
Unlocking the value of customer (or citizen) experience (Cx)Laurie Desautels
This document summarizes a presentation given by PwC on unlocking the value of customer experience. Some key points:
1) Digital transformation is about improving the experience for customers and employees to generate new value. Public sector organizations must respond to increasing citizen expectations driven by digital experiences in daily life.
2) Customer experience is the sum of interactions across all touchpoints in an end-to-end customer journey. It impacts what customers feel, say and do.
3) Focusing on customer experience early in a digital transformation allows an organization to understand key customer segments, identify high impact areas for improvement, and select initiatives that will see the best returns.
4) Measuring customer experience metrics
Business leaders must find new ways to maintain customer bases in today's competitive marketplace while reducing costs without compromising quality. An effective approach is to focus on the total customer experience through supply chain and operations management. Customer experience management requires integrating marketing, sales, technology, supply chain, and social media to create a consistent brand and be responsive to customers. Companies must listen to customer feedback through various channels to continuously improve processes and better satisfy customers. Maintaining loyal customers is important for generating repeat business and revenue growth.
Presentation by Charlene Li at Adobe Summit, March 7, 2013 in Salt Lake City, UT. Description; New technologies pop up every day that allow us to now connect and communicate with each other in real time. Yet marketing organizations are wired for a by-gone era when there was the luxury of time. These new dynamic customer relationships require not only a new mindset, but also new skills, capabilities, and organizations.
Moment Mapping - a process for developing a data strategy by DADIChristopher Mair
Spurred by the ever increasing usage of multiple-devices & platforms, today’s battle for hearts, minds, and dollars is fought in a new battleground. Intent-driven moments of decision making and preference shaping that occur throughout the entire consumer journey.
Successful brands of the future will be those that have a plan for understanding and meeting consumers’ needs in the moments that matter to them.
We have developed a process called Moment Mapping to help brands understand where their brand sits with the new market landscape, ensuring they:
Know when to be there
Anticipate the ‘micro-moments’ for users in your industry and then commit to being there to help when those moments occur.
Know how to be smart
Being relevant to consumers’ needs in the moment and connect people to the answers they’re looking for, ensuring the mobile experience is fast and frictionless.
Get in touch to find out more at cm@dadi.co
More and more, data is becoming one of your greatest corporate assets. How you collect, manage and then leverage it can make or break your success now and in the future. Publicis Sapient’s client, H&R Block, understands this first hand. In the highly regulated world of financial services, a forward-looking data strategy and a solid grounding in privacy and governance, is a vital component of this leading brand’s strategy.
Business success through data driven insightsJeffrey Evans
This document discusses how businesses can leverage customer data to gain insights and succeed. It provides the following key points:
1. Businesses need a clearly defined data strategy aligned with business objectives to effectively use customer data. This includes having analytical skills both internally and accessing external expertise.
2. Data has become a primary tool for understanding customers, their needs, and predicting demand. However, many businesses have not optimized their data strategy and implementation.
3. Successful data-driven businesses have the right mix of internal and external resources, including data analysts with commercial and analytical skills connected to business goals. Leadership influences the organization to effectively infuse data-driven insights.
Digital Thinking to unite sales and operations - LIMRA Bangkok 2015The Digital Insurer
Hugh Terry presented at the LIMRA conference on operating strategies in Bangkok on November 23-24, 2015. He discussed how digital thinking can unite sales and operations by making the customer the central focus. Customers now have digital expectations of always being connected, having access to information and each other through various devices. This multi-channel experience means customers use multiple touchpoints for both sales and service. Digital is transforming the insurance industry and how customers research and purchase policies across online and offline channels.
Engagement strategies for law firms to compete in the age of the customeredynamic
Today’s business relationships can be initiated online using personalized thought leadership content to attract prospects to your firm, engage with your attorneys, and transport them along a buying journey to becoming a client. Your digital platform is now the tool that builds trust and relationships with your clients.
Presentacion de problema y campaña ecológica.Sallydeaqui
Este documento presenta un proyecto de estudiantes sobre cigarrillos sostenibles. Propone que los cigarrillos contengan semillas para que, al desecharse, puedan germinar plantas que ayuden al medio ambiente. El proyecto incluye una campaña informativa, recolección de datos, e informe a compañías tabacaleras para promover esta idea.
El documento habla sobre Windows 10, incluyendo sus novedades como un panel de control rediseñado y el regreso del menú inicio. También detalla los requisitos técnicos para Windows 10 como tener Windows 7 SP1 o Windows 8 actualizado, un procesador de al menos 1GHz, 1GB de RAM para 32 bits o 2GB para 64 bits, y almacenamiento de 16GB o 20GB dependiendo del sistema.
The document summarizes the purpose and scope of the automatic stay provision in the US Bankruptcy Code (Section 362). It discusses how the automatic stay gives debtors breathing room from creditors, prevents unequal treatment of creditors, and allows for orderly reorganization or liquidation proceedings. The stay prohibits collection efforts, harassment, foreclosure actions, and generally fixes creditors' rights and priorities as of the petition date.
The document outlines a professional development program developed by Southbank Institute of Technology to improve teachers' eLearning capacities. It discusses research showing that effective professional development must have institutional support, be continuous, related to the classroom, individualized, include follow-up support and mentoring, and provide opportunities for collegiality. Southbank developed a program based on this research that offered scholarships for teachers to spend one day per week developing online courses and skills with mentoring support over a semester. The program achieved positive outcomes, with teachers creating new online courses and increasing their institutions' overall eLearning capacities.
Justin Bieber was born on March 1st, 1994 at St Judes Hopsital in room 126. He weighed 7 pounds 11 ounces and his blood type was AB. Bieber was discovered via YouTube where he gained popularity and was discovered by Usher and Scooter Braun. Bieber has released several successful albums and has won numerous awards from organizations such as the Grammys, American Music Awards, and Billboard Music Awards.
Ser uniatlanticense significa sentirse parte de la universidad, compartir e involucrarse en ella, cuidar sus espacios y ofrecer soluciones a sus problemas. La autora sueña con una Universidad del Atlántico donde haya igualdad, amistad en lugar de rivalidad, sin abuso de poder y donde todos trabajen juntos por el medio ambiente y puedan acceder a los recursos, además de organizar actividades que involucren a toda la comunidad universitaria y sirva de ejemplo a nivel social.
The document discusses similarities and differences between the filmmakers' horror sequence and other films in the genre. It notes that the opening sequence uses POV camera angles similarly to The Blair Witch Project to create realism and fear. The sequence also takes place in the woods, uses a dark filter, and features a villain whose face is obscured - all conventions seen in The Blair Witch Project and Alien. However, the film focuses more on gender stereotypes than religious themes seen in The Exorcist. It keeps to conventions like isolated settings and the early death of innocent characters, but avoids including a promiscuous character or weapons typically seen in horror films to create a more realistic and gritty sequence.
El documento define el mobbing o acoso laboral como una violencia psicológica sistemática ejercida sobre una persona en el lugar de trabajo con el objetivo de que abandone su puesto. Explica que existen tres tipos de mobbing: horizontal entre compañeros, descendente de un superior sobre un subordinado, y ascendente cuando se rechaza a un nuevo jefe. Finalmente, recomienda detectar los primeros síntomas, solicitar ayuda a superiores o sindicatos, comunicarse con compañeros, y mantener un ambiente de trabajo agradable para evitar el mobbing
The document describes various weight lifting and bodyweight exercises that can be done on different days using weights or ankle weights. It provides instructions for exercises targeting biceps, triceps, shoulders, sides, core, legs, calves, shins, hamstrings, hips, and back. The exercises include bicep curls, tricep extensions, shoulder presses, side dips, forward and backward leans with weights at the chest, leg extensions, calf raises, shin scratches, hamstring curls, hip abductions, and back leg slides.
The document is the March 2016 newsletter of the RNZAFA Canterbury Branch which provides updates on upcoming branch events and activities, obituaries of deceased members, a report on a branch visit to a local Air Training Corps squadron, and historical information on the Airspeed Oxford aircraft used by the RNZAF. It also includes letters to the editor, advertisements, and lists the branch committee members and their roles.
The U.S. Trustee plays a major role in monitoring Chapter 11 cases by overseeing the debtor's operations and financial reporting. The U.S. Trustee conducts creditor meetings, ensures compliance with reporting requirements, and can seek to convert a case or have a trustee appointed for noncompliance. A trustee can be appointed if the debtor is dishonest or mismanaging the business, or a party requests it. The trustee then takes over management of the business from the debtor in possession and must file a reorganization plan.
Humanizing the Digital Customer ExperienceAmy Cross
Your success in the Age of the Customer hinges on a major mind shift in your marketing. You must move beyond a product-centric approach to a customer-centric one, and build your business around the wants and needs of your customers.
Your customers are the lifeblood of your organization, and they give you a lot of value in the form of their data – and ultimately their ongoing business. Now is the time to put their data to action. Use it to market to the customer – the person – holistically and individually, with relevance and timeliness.
Cindy Vandecasteele, NGDATA’s VP of Product Strategy, gives an interactive conversation on how to humanize the digital customer experience.
Key takeaways include:
How to make the fundamental shift from business to consumer (B2C) to consumer to business (C2B)
How to harness and make use of your customer data for smarter engagements
The technology needed to stay ahead of your competition in the Age of the Customer
The five keys needed to humanize the overall experience for your customers
Personalized Video in the Customer JourneyAmy Cross
Customer attention is more fragmented than ever before, with mobile and cross-device traffic growing every day. Because of this, organizations must be more creative in their customer interactions to ensure their messages are being heard. Delivering relevant experiences throughout the entire customer journey is much more effective if they are easy to digest and very personal, valuable, content-rich and connected.
With the shift from B2C to C2B, there’s been an incredible growth in the use of video content, as personalized videos can make a significant difference in every stage of the customer journey. You want to use all of your data points to personalize the video beyond just the customer’s name to include context, relevance and timeliness.
The document discusses how Lily Enterprise helps companies transform customer experience in financial services and communications. It does this by capturing customer behavioral data from various sources and translating it into metrics and preferences in real time. These are then used to deliver personalized communications to customers through the most relevant channels at optimal times. The system aims to offer customers the right message through the right channel at the right time by continuously monitoring thousands of customer metrics and signals. It claims to increase targeting precision by 10 times compared to traditional BI and segmentation approaches.
MAGNE Consulting presents their Customer Connect Program, which aims to bridge the gap between brands and customers. The program consists of three main components: Customer Data Management, Online and Offline Marketing Activities, and Analytics. Customer Data Management involves collecting and analyzing customer data to better understand demographics. Marketing Activities work to engage customers through both digital and offline channels based on their interests. Analytics provides insights into marketing performance, trends, and customer preferences to refine business strategies. The presentation outlines the program's benefits and shares examples of its implementation for retailers.
Accelerate Revenue with a Customer Data PlatformLattice Engines
This webinar covers two things:
1. Steve Casey of Forrester Research walks through what a CDP is and key use-cases
2. Steve Scotkin, Senior Director of Marketing Technology at Thomson Reuters gives an inside look at how a Customer Data Platform is enabling Thomson Reuters transform into a customer-centric company.
The pandemic and the associated financial turmoil has accelerated the need for change in the insights process. Research needs to be agile, reliable and affordable. The best solution to these needs is communities, but to fully meet the challenge of 2021, we need to take communities to the next level. On 24 February 2021, we hosted a webinar presented by Ray Poynter, Chief Reserch Officer at Potentiate and Ysaline Lannoy, responsible for the Consumer & Shopper Insights at Nestlé.
CWIN17 New-York / real time customer experience for todays right now economyCapgemini
The document discusses how DataStax provides a data platform to support real-time customer experience (CX) initiatives for globally distributed applications. It highlights Capgemini's alliance with DataStax, describes how DataStax helps deliver a contextual, real-time view of customers to power CX use cases and applications, and provides examples of banks like Capital One, Macquarie, and TCF Bank using DataStax to improve their CX.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
MEBIS 2017: Next Generation Banking AnalyticsMDS ap
Today's digital empowered customers are challenging the business world. They become increasing savvy in their search for the best offers; their expectations continue to rise; their choices are growing too. Effectively customers engagement based on Real-Time Insight is the new imperative for all banks today.
In this presentation, MDS ap demonstrates how the next generation marketing technology leverages real-time customer context to deliver the optimum customer experience.
Building Deeper Advisory Relationships with DataNICSA
An exploration into how asset managers are addressing today’s marketplace challenges and leveraging new tools and technologies to create more fruitful relationships with financial advisors.
The asset management industry is confronted with several challenges to growth. Increased transparency via technology, competitive fee pressure, product commoditization, regulatory change and demographic shifts are contributing to increased margin pressure. One possible solve is to deepen relationships by turning existing client data into an asset. While leveraging analytics to inform client segmentation, client journey mapping and brand enhancement is not a novel exercise in the business world, it has perhaps not been fully adopted and implemented within intermediary distributed asset management.
While many Digital Transformation initiatives are focused on improving the customer experience, often too little attention is paid to the customer-facing operational decisions that impact customers every day. To get the most from your Digital Transformation efforts, your customers’ experience and the decisions that impact it cannot be ignored.
Data & Marketing Analytics Theatre; Putting customers at the heart of your an...TFM&A
This document discusses how marketing is moving towards customer engagement management and putting customers at the heart of analytics strategies. It outlines how successful companies are understanding customers through analytics, orchestrating cross-channel communications, engaging customers with relevant offers, and treating each customer as a unique individual. The document provides examples of companies like Britannia, Eurostar, Cisco, Best Western, and PepsiCo that have implemented successful customer analytics strategies, and discusses metrics for measuring the success of such strategies. It also outlines potential pitfalls if a company gets its customer analytics strategy wrong.
To Compete, Scale Personalization with Digital IntelligenceOptimizely
Firms know that to compete in the age of the customer they must delight customers with personalized experience during precious yet fleeting moment of engagement. But how do you continually provide the best personalization at scale to really compete? Hear this on-demand session to learn more!
Smarter Banking Webinar - Transform the Customer Relationship into your Most ...DXC Eclipse
This document discusses how digital transformation can help banks adapt to changing customer expectations and industry forces. It outlines DXC's digital transformation offerings focused on customer experience, digital workplace, business optimization, and systems of insight. The presentation demonstrates capabilities like customer 360 views, business process optimization, financial insights, and bot automation. It also discusses DXC's agile delivery approach and partnership with startups to bring new offerings to market. DXC positions itself as the largest independent Microsoft Dynamics partner with deep industry expertise to help banks transform digitally.
This document discusses the need for B2B manufacturers to undergo digital transformations to keep up with changing customer preferences and the growth of e-commerce. It notes that digital transformations require overhauling IT systems and processes and can be complex, costly projects that take years and millions of dollars. However, market leaders have invested heavily in transformations to gain competitive advantages. The document advocates that manufacturers focus on improving their total digital product experiences and use product information management systems and analytics to better understand customers and optimize their experiences online.
The New Requirements for Building a Modern B2B Customer ExperienceAcquia
People are picky. They are hard to please. They can be indifferent to your brand. It's your job to make sure they aren't.
To compete, all marketers know they need to deliver the right content, at the right time, on the right channel. But unifying data across sources and delivering personalized experiences across multiple channels is far easier said than done. Meanwhile, the marketers that do manage to collect actionable data for personlization run the risk of scaring away prospects when “personalized” misses the mark, or worse, turns into “creepy.”
Join our webinar on Wednesday, 8/28 @ 10:00AM ET to hear how Acquia, Mautic & Sirius Decisions define personalization and detail what it takes to successfully execute campaigns that actually deliver business results.
In this webinar, we'll cover:
-The essential elements of B2B personalization
-Best practices for building programs that map to the buyer's journey
-Why a strong digital foundation is critical for scaling customized experiences with prospects and customers
-How you can leverage technology to meet your personalization and multichannel marketing demands
This document discusses how predictive intelligence can help increase ROI for B2B digital marketing. It begins with an introduction of the author and overview of topics to be covered, which include why predictive intelligence is important and how to apply it to B2B tactics. The document then explains how predictive intelligence uses multiple data sources to identify prospects most ready to purchase, when they are in their buying cycle. This eliminates wasted marketing and gives sales an advantage by targeting the right prospects at the right time.
Similar to Stop Talking Customer-Centric, Start Being Customer-Centric (20)
In the face of the news of Google beginning to remove cookies from Chrome (30m users at the time of writing), there’s no longer time for marketers to throw their hands up and say “I didn’t know” or “They won’t go through with it”. Reality check - it has already begun - the time to take action is now. The good news is that there are solutions available and ready for adoption… but for many the race to catch up to the modern internet risks being a messy, confusing scramble to get back to "normal"
Advanced Storytelling Concepts for MarketersEd Shimp
Every marketer knows you’re supposed to tell a story, but do you know how to tell a story? Do you know why you’re supposed to tell a story? Do you even truly know what a story is? While many marketing presentations emphasize the value of mythic storytelling, the nuts and bolts of actually constructing a story are never explored.
The goal of marketing may be to achieve specific KPIs that drive sales, which is very objective, but the top of the marketing funnel requires a softer approach. In our data-driven results-oriented fast-paced world, marketers must quantify results, but those results will never be achieved unless prospects are first approached with humanity.
There is a common misunderstanding that the so-called “soft skills” of marketing such as language and art are unmeasurable and subjective, but while the objective measures of market research are merely 100 years old, the rules of aesthetics have been perfected over the last 2,500 years.
Great story construction is a skill that requires significant knowledge and practice. This presentation will be a review of the ancient art of story construction.
We will discuss:
• Rhetoric – The art of effective communication
• The Socratic Method – You cannot teach, but you can persuade people to learn
• Plato’s Cave – You sell products, but you market ideas
• Aristotle’s Six Dramatic Elements – The secret recipe for marketing stories
This is for senior marketers who are tasked with creating effective narratives or guiding others in the process. By the end of the session, attendees will have gained the knowledge needed to work storytelling into all phases of the buyer’s journey.
Mastering Local SEO for Service Businesses in the AI Era"" is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Unlock the secrets to creating a standout trade show booth with our comprehensive guide from Blue Atlas Marketing! This presentation is packed with essential tips and innovative strategies to ensure your booth attracts attention, engages visitors, and drives business success. Whether you're a seasoned exhibitor or a first-timer, these expert insights will help you maximize your impact and make a memorable impression in a crowded exhibition hall. Learn how to:
Design an eye-catching and inviting booth
Incorporate interactive elements that engage visitors
Use effective branding and visuals to reinforce your message
Plan your booth layout for maximum traffic flow
Implement technology to enhance the visitor experience
Create memorable experiences that leave a lasting impression
Transform your trade show presence with these proven tactics and ensure your booth stands out from the competition. Download the PDF now and start planning your next successful exhibit!
Empowering Influencers: The New Center of Brand-Consumer Dynamics
In the current market landscape, establishing genuine connections with consumers is crucial. This presentation, "Empowering Influencers: The New Center of Brand-Consumer Dynamics," explores how influencers have become pivotal in shaping brand-consumer relationships. We will examine the strategic use of influencers to create authentic, engaging narratives that resonate deeply with target audiences, driving success in the evolved purchase funnel.
Evaluating the Effectiveness of Women-Focused MarketingHighViz PR
Women centric marketing is a vital part in reaching one of the most influential groups of consumers. Here is a guide to know and measure the impact of women-centric marketing efforts-
Mindfulness Techniques Cultivating Calm in a Chaotic World.pptxelizabethella096
In today’s fast-paced world, stress and anxiety have become common companions for many. With constant connectivity and an unending stream of information, finding moments of peace can seem like an insurmountable challenge. However, mindfulness techniques offer a beacon of calm amidst the chaos, helping individuals to center themselves and find balance. These practices, rooted in ancient traditions and supported by modern science, are accessible to everyone and can profoundly impact mental and emotional well-being.
Build marketing products across the customer journey to grow your business and build a relationship with your customer. For example you can build graders, calculators, quizzes, recommendations, chatbots or AR apps. Things like Hubspot's free marketing grader, Moz's site analyzer, VenturePact's mobile app cost calculator, new york times's dialect quiz, Ikea's AR app, L'Oreal's AR app and Nike's fitness apps. All of these examples are free tools that help drive engagement with your brand, build an audience and generate leads for your core business by adding value to a customer during a micro-moment.
Key Takeaways:
Learn how to use specific GPTs to help you Learn how to build your own marketing tools
Generate marketing ideas for your business How to think through and use AI in marketing
How AI changes the marketing game
Basic Management Concepts., “Management is the art of getting things done thr...DilanThennakoon
The managers achieve organizational objectives by getting work from
others and not performing in the tasks themselves.
Management is an art and science of getting work done through people.
It is the process of giving direction and controlling the various activities
of the people to achieve the objectives of an organization Management is a universal process in all organized, social and economic activities. Wherever
there is human activity there is management.
Management is a vital aspect of the economic life of man, which is an organized group activity. A
central directing and controlling agency is indispensable for a business concern. The productive
resources –material, labour, capital etc. are entrusted to the organizing skill, administrative ability
and enterprising initiative of the management. Thus, management provides leadership to a
business enterprise. Without able managers and effective managerial leadership the resources of
production remain merely resources and never become production. Management occupies such an
important place in the modern world that the welfare of the people and the destiny of the country
are very much influenced by it.
1.2 MEANING OF MANAGEMENT
Management is a technique of extracting work from others in an integrated and co-ordinated
manner for realizing the specific objectives through productive use of material resources.
Mobilising the physical, human and financial resources and planning their utilization for business
operations in such a manner as to reach the defined goals can be benefited to as management.
1.3 DEFINITION OF MANAGEMENT
Management may be defined in many different ways. Many eminent authors on the subject have
defined the term "management". Some of these definitions are reproduced below:
In the words of George R Terry - "Management is a distinct process consisting of planning,
organising, actuating and controlling performed to determine and accomplish the objectives by the
use of people and resources".
According to James L Lundy - "Management is principally the task of planning, co¬ordinating,
motivating and controlling the efforts of others towards a specific objective",
In the words of Henry Fayol - "To manage is to forecast and to plan, to organise, to command, to
co-ordinate and to control".
According to Peter F Drucker - "Management is a multipurpose organ that manages a business and
manages managers and manages worker and work".
In the words of J.N. Schulze - "Management is the force which leads, guides and directs an
organisation in the accomplishment of a pre-determined object".
In the words of Koontz and O'Donnel - "Management is defined as the creation and maintenance
of an internal environment in an enterprise where individuals working together in groups can
perform efficiently and effectively towards the attainment of group goals".
According to Ordway Tead - "Management is the process and agency which directs and guides the
operations of an organisation in realising of established aim
Capstone Project: Luxury Handloom Saree Brand
As part of my college project, I applied my learning in brand strategy to create a comprehensive project for a luxury handloom saree brand. Key aspects of this project included:
- *Competitor Analysis:* Conducted in-depth competitor analysis to identify market position and differentiation opportunities.
- *Target Audience:* Defined and segmented the target audience to tailor brand messages effectively.
- *Brand Strategy:* Developed a detailed brand strategy to enhance market presence and appeal.
- *Brand Perception:* Analyzed and shaped the brand perception to align with luxury and heritage values.
- *Brand Ladder:* Created a brand ladder to outline the brand's core values, benefits, and attributes.
- *Brand Architecture:* Established a cohesive brand architecture to ensure consistency across all brand touchpoints.
This project helped me gain practical experience in brand strategy, from research and analysis to strategic planning and implementation.
How to Start Affiliate Marketing with ChatGPT- A Step-by-Step Guide (1).pdfSimpleMoneyMaker
Discover the power of affiliate marketing with ChatGPT! This comprehensive guide takes you through the process of starting and scaling your affiliate marketing business using the latest AI technology. Learn how to leverage ChatGPT to generate content ideas, create engaging articles, and connect with your audience through personalized interactions. From building your strategy and optimizing conversions to analyzing performance and staying updated with industry trends, this eBook provides everything you need to know to succeed in affiliate marketing. Whether you're a beginner looking to start your online business or an experienced marketer wanting to take your efforts to the next level, this guide is your roadmap to success in the world of affiliate marketing.
Boost Your Instagram Views Instantly Proven Free Strategies.pptxInstBlast Marketing
Join Performance Car Exclusive to drive the finest supercars, engineered with advanced materials and cutting-edge technology for peak performance.
https://instblast.com/instagram/free-instagram-views
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Efficient Website Management for Digital Marketing ProsLauren Polinsky
Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
- Streamlined Website Management: Discover techniques to streamline website development, manage day-to-day operations efficiently, and ensure smooth project execution.
- Effective SEO Practices: Gain valuable insights into optimizing your website for search engines, improving visibility, and driving organic traffic to your digital assets.
- Leverage Product-Led Marketing: Explore strategies for incorporating product-led marketing principles into your digital marketing efforts, enhancing user engagement and driving conversions.
Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
Boost Your Instagram Views Instantly Proven Free Strategies.InstBlast Marketing
Supercars use advanced materials and tech for top-speed performance. Join Performance Car Exclusive to experience driving excellence.
https://instblast.com/instagram/free-instagram-views
Embark on style journeys Indian clothing store denver guide.pptxOmnama Fashions
Finding the perfect "Indian Clothing Store Denver" is essential for those seeking vibrant, authentic, and culturally rich attire in the heart of Colorado. Denver, a city known for its diverse culture and eclectic fashion scene, offers a variety of options for those in search of traditional and contemporary Indian clothing. Whether you're preparing for a wedding, festival, or cultural event, or simply wish to incorporate the elegance and beauty of Indian fashion into your wardrobe, discovering the right store can make all the difference.
Embark on style journeys Indian clothing store denver guide.pptx
Stop Talking Customer-Centric, Start Being Customer-Centric
1. Stop Talking Customer-Centric, Start Being Customer-Centric
What Every Business Needs to Know to Achieve Customer Centricity
WEBINAR
Cindy Vandecasteele
VP, Product Strategy
NGDATA
2. 2 Copyright 2017 NGDATA
®, Inc.
Customers are in the Driver’s Seat
Your customers are now in
the driver’s seat.
3. 3 Copyright 2017 NGDATA
®, Inc.
The need to meet and exceed increasing customer expectations
Simple &
Intuitive
Dynamic
Customization
Easy for Any
Device
Customer
Empowerment
Data-
Driven
Digital Innovators are constantly raising
the bar for customer experience and
channel preference
Simple and
Streamlined
Empowering
Opportunities
to Connect
Anytime,
Anywhere
Continuously
Improving
Adding
Value
4. 4 Copyright 2017 NGDATA
®, Inc.
• It’s easy for customers to switch providers
• Customer loyalty has decreased
• Customer trust is a an all time low
“If Google, Amazon, Facebook or PayPal offered banking services, 40% of 18-34 year
olds would be likely to bank with them.”
- Accenture
5. 5 Copyright 2017 NGDATA
®, Inc.
BUSINESS to CONSUMER CONSUMER to BUSINESS
• Product-centric
• Few channels, one-way
communication
• Mass-segmentation
• Limited customer feedback
• Decisions based on experience
• Reactively respond to customer
needs
• Customer-centric, driving
customer advocacy
• Bi-directional communication via
customer channel of choice
• Segment-of-one
• Rich, real-time customer learning
• Decisions based on data
• Proactively respond to anticipate
customer needs
6. 6 Copyright 2017 NGDATA
®, Inc.
Imagine a world where businesses could identify opportunities and concerns
associated with each of their customers before they happen—and then take action by
delivering relevant, valued messages and offers to them in real-time.
That’s the promise of customer centricity.
7. 7 Copyright 2017 NGDATA
®, Inc.
“Empowered customers are shaping business
strategy. Simply put, customers expect
consistent and high-value in-person and digital
experiences. They don’t care if building these
experiences is hard or requires a complex,
multifunction approach from across your
business. They want immediate value and will
go elsewhere if you can’t provide it.”
- Forrester Research
8. 8 Copyright 2017 NGDATA
®, Inc.
9 Tips to Achieve Customer Centricity
OFFER
THE RIGHT
PERSON
THE RIGHT TIME
THE RIGHT
CHANNEL
THE RIGHT
LOCATION
THE RIGHT
10. 10 Copyright 2017 NGDATA
®, Inc.
• Vision and leadership are keys for success
• Customer centricity requires that everyone be on board
• “Movers & shakers” can start building “islands of customer centricity”
• Departments are dependent on others to provide an exceptional customer experience
11. 11 Copyright 2017 NGDATA
®, Inc.
It’s a Value and a Mindset -
Ensure Employee Buy-In
TIP #2
12. 12 Copyright 2017 NGDATA
®, Inc.
Customer experience:
“The customer's perceptions and related
feelings caused by the one-off and cumulative
effect of interactions with a business'
employees, channels, systems or products."
Customer experience management:
“The practice of designing and reacting to
customer interactions in order to meet or
exceed customer expectations and to increase
customer satisfaction, loyalty and advocacy.”
- Gartner
13. 13 Copyright 2017 NGDATA
®, Inc.
• All employees are part of a larger system: the organization
• Achieving customer centricity requires the right system and removal of barriers
• Remuneration
• Information
• Empowerment
14. 14 Copyright 2017 NGDATA
®, Inc.
Customer-Centric by Design
NGDATA’s Lily Enterprise:
One Solution Powering a Smarter Customer Experience
17. 17 Copyright 2017 NGDATA
®, Inc.
Don’t Forget the Wider Eco-System
TIP #4
18. 18 Copyright 2017 NGDATA
®, Inc.
Make your suppliers your partners:
• Let them in on your customer-centric vision
• Have your customer KPIs translated into their contracts
• Empower and reward them to improve the customer experience
19. 19 Copyright 2017 NGDATA
®, Inc.
Fortune 50 US Retail Bank
Merchant Funded Offers
• Client Objective:
o Increase credit card transactions, targeting 10M mobile users
o Enhance relationship with bank merchants, hoping to increase uptake on
offers from more than 10K merchant ecosystem
• NGDATA Solution:
o Used Lily Enterprise to make offers based on preferences, propensities,
behavior and location
Knowledge of customer preferences based on internal (card transactions,
merchant information, mobile device logs (location)), and a variety of external
sources, including social data
Recommendations made were relevant to the individual, at the right time and
location
Realized LIFT between
50% - 100%
Significantly increased
redemption rates
20. 20 Copyright 2017 NGDATA
®, Inc.
TIP #5
Collaborate Cross-Functionally -
Organize Around the Customer
21. 21 Copyright 2017 NGDATA
®, Inc.
“By 2020 you won’t call your bank accounts “checking” accounts. By
2022 banks won’t have a head of cards or a cards division. You won’t
differentiate between small business bank accounts and retail
banking — customer behavior is what will differentiate the use of a
value store. A mortgage will be part of a home buying experience,
not a separate experience. If you choose to own a car, you’ll order a
car with or without financing, but you won’t ever sign a piece of
paper — the only thing you’ll need to do is nominate how much you
want to pay each month and where the money for those payments
will come from.
This is going to take a complete, from the ground up, rethink of every
product in the business as we re-task it for real-time engagement,
and it has already started. 2017 is the year where bankers start to
have to deal with it in earnest.
This is what disruption in banking really looks like…”
- Brett King, “Bank Products Are Dead. Long Live Experiences!”
22. 22 Copyright 2017 NGDATA
®, Inc.
CMO/CXO, CIO and CDO All Benefit From Lily Enterprise
Lily Enterprise Enables the C-Suite in Today’s Perfect Storm
CMO/CXO CDO
CIO
Maximize Value
From the Customer
Relationship
Maximize Value
From Data &
Analytics
Realize Value From Big Data Lake
Investments
23. 23 Copyright 2017 NGDATA
®, Inc.
TIP #6
Make Every Interaction
a Connection
24. 24 Copyright 2017 NGDATA
®, Inc.
The customer journey is no longer a linear process, but rather a more complex and convoluted
experience with multiple channels and devices involved.
Every interaction with a customer should be seen as a “moment of truth.”
25. 25 Copyright 2017 NGDATA
®, Inc.
Value Delivered from Customer Lifecycle Optimization
Lily Enterprise: Delivering Value Throughout the Entire Journey
Customer Loyalty
Churn reduction 16%
Overall Journey
Satisfaction
NPS +15 pts
Margin +4-5%
Advisor Support
Customer Satisfaction +30%
Support Cost -30%
Ad Targeting/Personalized Ads
Precision +65%
Ad waste -58%
NBO/NBA
Conversions x4-5
Experience
Support, Service
BUY
Market, Sell, Renew
Driver = Revenue
Driver = C-Sat/Advocacy,
Efficiency
Personalization/Communication
Upsell +25%
26. 26 Copyright 2017 NGDATA
®, Inc.
TIP #7
Provide Opti-Channel
Engagement
27. 27 Copyright 2017 NGDATA
®, Inc.
Truly customer-centric organizations are opti-channel – they offer their
customers a “beyond channel” customer experience: consistent, integrated
and seamless, no matter which channel your customers choose to use along
their journeys.
That’s opti-channel. That’s customer-centric.
Lily Enterprise’s Living Customer DNA:
Real-Time, Atomic Customer Profiles
28. 28 Copyright 2017 NGDATA
®, Inc.
TIP #8
Use Your Data to Build
Living Customer Profiles
29. 29 Copyright 2017 NGDATA
®, Inc.
Data Silos
The Big Enterprise Challenge
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Lily Enterprise’s Living Customer DNA
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…Available for ALL of Your Customers
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Resulting in More Efficient & Effective Data-Driven Marketing Actions
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TIP #9
Learn From Customer Feedback
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Plan-Do-Check-Act
Aim for continuous learning,
continuous improvement
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Interactions Decisions
Feedback
Alerts
Lily Enterprise: Closed Feedback Loop
Continuous
Monitoring
Customer DNA
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Ready to Start Your
Journey to Data-
Driven Customer
Centricity?
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Build Your Roadmap to Customer Centricity with NGDATA
The Use Case Roadmap
is Underpinned by an Evolution
Use Case 1:
ACQUISITION &
CROSS-SELL
“Personalized Banners”
Web
Inbound Targeting
Use Case 2:
CROSS-SELL &
SERVICING
“Personalized
Communication”
Online/Mobile Banking
Inbound Targeting
Use Case 3:
RETENTION
“At Risk Customer
Calling”
Web
Inbound Targeting
Use Case 4:
UP-SELL
“Personalized Offering
Video”
Email
Outbound Targeting
Determine “Impact” vs. “Effort”
Start with ”Quick Win”
Gradually Bring in Complexity
USE CASE
PRIORITIZATION:
1
2
3
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Become Truly Customer-Centric
Marketer View (ROI & Customers) Through Lily Enterprise
Get Single View of the Customer with Living Customer DNA
Get Insights to Trust with Smart Messaging
Get Dynamic, Actionable Segments with Real-Time Data
Get Precision-Targeting with Sets
Get Opti-Channel Customer Experience with Alerts & Triggers
Get Customer Journey Optimization with Multi-Channel Integration
Get Personalization with Multiple Use Cases
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®, Inc.
Thank you. Any questions?
NGDATA’s customer experience operating
system (CX-OS), Lily Enterprise, is the
central nervous system of the customer-
centric organization, and a single solution
to power your customer experience.
Connect With Us.
cindyv@NGDATA.com
www.NGDATA.com
Editor's Notes
Customer is in the driver’s seat
User Reviews
Likes/Shares/Tweets
-> The power in the relationship has shifted to the customer.
Nowadays, thanks to the internet (customer reviews) and social media (likes, shares, tweets), customers are networked and connected, and their influence is continuously increasing. A “bad customer experience” can quickly go viral on Twitter or Facebook and can cause the bank a lot of damage (brand, reputation).
Exceptional customer experiences
Relevant offers and consistent messaging
High quality customer service
Personalized omni-channel experience
Needs anticipated and exceeded
Google, Facebook etc…
Key Messages:
Customer Expectations are increasing rapidly
The bar on Customer Expectations is being raised by Digital Technology Companies
Companies can no longer just compete within their sector, but need to meet and exceed increasing customer expectations or risk disruption
GAFA: why!
Without Lily.
Switching banks is becoming easier, while trust and loyalty are at an all-time low. At the same time, customers are expecting banks to deliver experiences in line with Google, Apple, Facebook and Amazon. Banks have a lot of data from customers, which customers quite willingly provide as banking is traditionally viewed as a “safe” and “trustworthy” industry. In return, customers expect their bank to “know” them. These evolutions have seen the “power” in the relationship between banks and their customers shift from B2C to C2B.
Shift from B2C to C2B
C2B (or Consumer-to-Business), is a business model in which consumers create value (provide customer data, being advocates that influence their network) and businesses consume that value.
The implication for banks as C2B companies is that they need to intimately know their customers as a “segment-of-one”. They need to be able to communicate with the customer via the customer’s channel of choice, and communication is more likely to be bi-directional. It means (insight) processes need to be real-time, connected and automated so that decisions are data-driven and the bank can proactively respond to and anticipate customers’ needs. Customer satisfaction needs to be as important as revenue and cost. Driving customer advocacy needs to galvanize the bank’s actions. Banks need to BE customer-cent
ric.
Customer-centric: talking for a long time. Not really made a lot of progress. Why is that?
Not easy. If not all organizations would be customer-centric.
What prevents organizations from getting there?
ROADBLOCKS: disconnected analytics, persistent silos everywhere, not optimized for innovation and collaboration, incumbent vendor protectionism, capability gaps in technology and data science.
Today we will be discussing a number of things organizations can do overcome them and become truly customer-centric.
Customer-centricity has been around for a while. First popular in the age of CRM systems. Now back again with a vengeance.
We say we are customer-centric. But really, we aren’t
we might know what they are doing on digital channels. but not holistically
teams and tools are in it for themselves!
Most companies use 20+ vendors: how are they synching/working together?
But our organizations haven’t overcome the silos that prevent true customer-centricity!
Customer-centricity is not just a matter of making vague commitments to “put the customer first.” It’s about literally building your customer relationships, conversations and service around the needs, preferences and actions of your individual customers on an ongoing basis.
This can include:
Interacting with customers via the channels they prefer, when they prefer it
Tailoring product and service offerings to each customer according to individual needs and preferences
Anticipating—and fulfilling—customer needs at the right time and place
Winners in the age of the customer will embed digital into all parts of the business, harmonize virtual and in-store experiences, and be able to rapidly shift to meet the hyperadoption/hyperabandonment behavior of customers. - Forrester
Tip 1: It starts from the top (the vision, the leadership)
Every organization that wants to be truly customer-centric needs commitment to customer-centricity from its executive team. A customer-centric vision and leadership are required to succeed in what for most companies will be a cultural transformation.
Why? Customer-centricity requires everyone to be on board, not just customer-facing teams.
That being said, movers & shakers can start “islands of customer-centricity” and demonstrate the benefits (sometimes in call centers, even more unlikely places like fraud department or collections).
Link with NGDATA? TBD
Customer Experience = Gartner defines customer experience as "the customer's perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier's employees, channels, systems or products." And we further define customer experience management as "the practice of designing and reacting to customer interactions in order to meet or exceed customer expectations and to increase customer satisfaction, loyalty and advocacy."
This means that every interaction with your brand counts. Call, Letter, Availability of IT system, Consistency of Brand Marketing, etc.
To get there every employee needs to have a customer-centric mind-set, “customer-centricity” as a value.
Design systems, policies, risk management, etc. from customer POV
Most employees want to do the right thing for the customer. Especially those in Customer-facing roles. They know when they are offering a bad or a mediocre experience. They are the face or the voice of the company. When delivering a bad experience (outside of their control), they have to bear the frustration and anger of a customer. Opposite: great experience fulfils them with a lot of satisfaction.
Non-customer facing departments, also want to do the right thing for the customers. Often not sure how their actions impact because of the siloed nature of how large organizations operate.
Employees are part of a larger system, the organization.
Ensure to remove barriers that are in the way of employees “doing the right thing” for the customers, and acing on the customer value or mindset.
Incentives: You want me to be customer-centric, but you’ll pay my bonus based on sales number or productivity target?
Information: You want me to be customer-centric, but I have no idee how my actions impact the customer. (Share customer-feedback, make connections between different departments along the value chain, invite a customer. Customer Immersion Programs).
Empowerment: Many rules and procedures prevent employees from doing the right thing for customers. e.g. Risk Management.
Winners in the age of the customer will embed digital into all parts of the business, harmonize virtual and in-store experiences, and be able to rapidly shift to meet the hyperadoption/hyperabandonment behavior of customers. - Forrester
Customer-Centricity will only be achieved if customer-metrics are part of the company’s key KPIs. Without those metrics, financial or risk trade-offs will always trump customer-impact. And then every department or cross-departmental committee will start using customer KPI’s too
Example: Investment Committee: Business Case KPI Impact expanded
from Financial & Risk to include Customer.
Which measure is not necessarily that important. Start measuring, refine along the way if required. It’s the delta improvement (or not) that counts.
It is also very important that there is a single metric across the company.
>>> NGDATA Metrics available for every individual customer, for every dynamic group of customers or for all customers. Lily Enterprise core Customer Data Platform and used by multiple departments. Can easily used for building Customer Dashboard. Key KPI’s (lag) and their lead KPIs.
>>> NGDATA Metrics available for every individual customer, for every dynamic group of customers or for all customers. Lily Enterprise core Customer Data Platform and used by multiple departments. Can easily used for building Customer Dashboard. Key KPI’s (lag) and their lead KPIs.
Map customer experience from the customer’s POV, from the outside in. There are others in your eco-system: you might have outsourced part of the process for efficiency reasons (which has created extra hand-overs, always a chance for it to go wrong), you might be working with technology vendors who can impact your customer experience and damage your reputation if something goes wrong.
Make BPO Providers and Technology Vendors your partners. Make sure they understand your customer-centric vision, your KPIs, etc.
Empower them and reward them to improve the customer experience and the experience will become exponentially better.
This becomes increasingly more important as companies’ eco-system complexity rises.
The customer doesn’t care how you are organized, they see your organization as one, and don’t want to hear about how hard it may be to work across departments.
Cross-functional collaboration becomes a must.
No longer the era of pushing products to customers, but fulfilling their needs, ensuring a friction-less customer experience.
Organize around the Customer
No longer the era of pushing products to customers, but fulfilling their needs, ensuring a friction-less customer experience.
“Uberization” of almost every industry > not product, but Experience/Relationship
Example Retail Banking.
Brett King: Banking Products are dead, long live experiences.
By 2020 you won’t call your bank accounts ‘checking’ accounts. By 2022 banks won’t have a head of cards or a cards division. You won’t differentiate between small business bank accounts and retail banking — customer behavior is what will differentiate the use of a value store. A mortgage will be part of a home buying experience, not a separate experience. If you choose to own a car, you’ll order a car with or without financing, but you won’t ever sign a piece of paper — the only thing you’ll need to do is nominate how much you want to pay each month and where the money for those payments will come from.
This is going to take a complete, from the ground up, rethink of every product in the business as we re-task it for real-time engagement, and it has already started. 2017 is the year where bankers start to have to deal with it in earnest.
This is what disruption in banking really looks like…
Winners in the age of the customer will embed digital into all parts of the business, harmonize virtual and in-store experiences, and be able to rapidly shift to meet the hyperadoption/hyperabandonment behavior of customers. - Forrester
CMO/CXO Benefits:
Campaign ROI x 10
Real-Time Marketing
Agile Marketing
Integrated Marketing
Customer-Centric Marketing
Campaign Efficiency
Brand Reputation
Brand Advocacy
CDO Benefits:
‘Action & Value’ vs. ’Insight’
Model Effectiveness +75%
Model Efficiency +60%
Capacity for Value Add Activity: Sophisticated Modelling
Respecting Data Privacy
CIO Benefits:
Integration, no Replacement
Low Upfront Investment
Sustainable Reduction of Architectural Complexity
Open Eco-System
Future-proof solution: metrics, not rules
Respecting Security
Customer Journey is no longer a linear process, but rather a convoluted non-linear experience (Quote from McKinsey Article).
This means that the lines between marketing, sales and servicing are being diluted.
This also means that every interaction with a customer is a moment of truth, and has to be as relevant and personalized as possible to maximize CLV, NPS. Also during the servicing experience (= the next sales).
>>> Lily Enterprise supports your CX along the entire customer journey. Most of our clients start their journey to customer-centricity with a single Use Case, but can be expanded very quickly. All based on same central Customer DNA>
We went from one channels to a few channels to multi-channel to omni-channel. But it’s one thing to offer a lot of channels. That doesn’t guarantee anything. What you need to be is “opti-channel”: offer the channels your customer want, and expect them to want to continue their customer journey by jumping from one channel to another. The experience needs to be consistent, integrated and seamless.
Amount of data can be overwhelming.
First, Second, Third Party Data
Algorithms/Data Science rare & expensive.
Data-driven customer-centricity. Start with small steps and expand.
Start with first-party data. Connect across traditional silos. >>> Insights come from the amount of data. Get to know your data across silos.
Start with CX & Marketing… slowly expand.
You will be amazed how much you know about your customers.
connect the dots and the data of what our customer are and need
Data is the language of customer relationships.
Your customer is so much more than their socio-demographic. Preferences, behaviors, … You want your next interaction be a connection >relevancy!
And it’s dynamic.
The same goes for “traditional segments”. Once you move beyond socio-demographic data.
>>> NGDATA: ingest data from all sources (then insight>action>value). Data Sources can be added with new Use Cases. E.g. Digital Channels, then Call Centre. Living Customer DNA, updated with every interaction. Dynamic segments (Sets).
Gather customer feedback, make it available to employees, and act upon it.
PDCA (plan-do-check-act, sometimes seen as plan-do-check-adjust) is a repetitive four-stage model for continuous improvement (CI) in business process management.
when designing marketing campaigns, when designing systems, experiences.
The aim is “continuous learning”, continuous improvement.
>>> NGDATA Lily Closed-Feedback Loop, Deep Learning from Big Data, even the simplest model will teach you lots
Defining the priority weight:
Simple approach
Priority weight for rule is max(probOfferA, probOfferB, probOfferC, …)
Smarter approach
Combine probability to accept offer with expected customer KPI performance progress
A Single View of the Customer : Customer DNA (vs. many partial views)
Insight I can trust/use today : DNA is continuously updated (vs. “always out-of-date”)
Dynamic, actionable customer segments : Sets (vs. static socio-demographic segments)
Precision-targeting: Alerts/Triggers (vs. spray & pray)
Opti-channel customer experience: multi-channel integration (vs One Size Fits All - Channel)
Optimize entire customer journey: multi-use case (vs One Size Fits all – Journey Stage)
Personalized messaging: smart message content (vs. One Size Fits All – Message)
Campaign ROI: Ability to drive more, smaller, and more targeted campaigns based on data (vs. “gut feel”) leading to (1) Increased Campaign Efficiency and (2) Increased Campaign Success rate.