The document highlights the importance of leveraging technology, data, and analytics to enhance customer experience, positioning the company as a customer-centric organization. It emphasizes the necessity for brands to understand and personalize services for customers while acting quickly on insights to gain a competitive edge. Key metrics indicate that consumers expect improved response times and cohesive experiences from organizations.

1. USING
Technology, Data and Analytics
EVAN CARROLL
@evancarroll
TO CREATE A
World-Class Customer Experience
@kanetixltd
#kanetixinsights

7. Our vision is to be
Earth's most customer
centric company.

13. Hospital Costs
30%
Lower

14. Hospital Costs
30%
Lower
Members Live
13-21Years Longer

15. Even stupid brands are
collecting consumer data.
Only smart brands have a SIXTH SENSE for it.

16. Infosense
The ability to use data to
understand customers as
individual people and
personalize their service.

17. COMPETITIVE ADVANTAGE

18. COMPETITIVE ADVANTAGE
1. Learn about your customers
faster than your competition

19. COMPETITIVE ADVANTAGE
1. Learn about your customers
faster than your competition
2. Turn those insights into action
faster than your competition

20. PEOPLE TECH

21. PEOPLE TECH

23. Relationship
Expect organizations to
understand their
individual needs.
76%

24. Relationship
Responsiveness
Expect organizations to
understand their
individual needs.
76%
Of consumers demand
improved response time
81%

25. Relationship
Responsiveness
Readiness
Expect organizations to
understand their
individual needs.
76%
Of consumers demand
improved response time
81%
Anticipate organizations
will harmonize customer
experiences
68%

26. Relationship
Responsiveness
Readiness
Expect organizations to
understand their
individual needs.
76%
Of consumers demand
improved response time
81%
Anticipate organizations
will harmonize customer
experiences
68%
THREE R’S

27. RELATIONSHIP

29. Over 100 million
transactions
per month

34. Converting
40%
of all NBO’s

35. Converting
40%
of all NBO’s
Resulting in
22MM
of revenue

36. RESPONSIVENESS

38. Processing Time
-90%

39. Processing Time
-90%
Savings
$2.5MM

40. READINESS

43. Relationship
Responsiveness
Readiness
THREE R’S

44. Relationship
Responsiveness
Readiness
THREE R’S
Re-

45. bit.ly/BlueGoldfish

52. Relationship
Responsiveness
Readiness
THREE R’S
Re-

53. EVAN CARROLL
@evancarroll
evan@evancarroll.net
@kanetixltd
#kanetixinsights
www.evancarroll.net
facebook.com/evancarrollspeaks