Customer Success Summit 2016 General Session Presented by: Leyla Seka, SVP and GM, Desk.com

1. What
B2B
Companies
Can
Learn
from
the
DIFM
Economy
Leyla Seka
SVP
and
GM,
Desk.com
@leylaseka

2. Remember
when
Yellow
Cab
was
the
only
option?

3. Now
there’s
an
app
(or
5)
for
that

4. The
“Do
it
for
Me”
economy
has
taken
over
our
lives

5. DIFM
companies
win
on
customer
experience

6. What
B2B
Companies
Can
Learn
from
the
DIFM
Economy

7. 1.
Connect
your
data

8. Give
everyone
a
full
customer
view

9. 2.
Empower
support
to
deliver
personalized
experiences

10. One-­‐size-­‐fits-­‐all
customer
service
doesn’t
cut
it

11. 3.
Use
support
to
build
your
roadmap

12. Build
what
customers
want
using
support
data

13. Source:
Customers
2020
Report
The
Future
of
Customer
Service
is
the
Customer
Experience
“Customer
experience
has
overtaken
price
and
product
as
the
key
brand
differentiator.”
Price Product
Customer
Experience
#1

14. thank
y
u