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5 menestyksen pilaria AI-johtoiseen asiakaskokemukseen

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5 menestyksen pilaria AI-johtoiseen asiakaskokemukseen

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5 menestyksen pilaria AI-johtoiseen asiakaskokemukseen

  1. 1. Copyright © Dagmar Oy 5 PILARS OF SUCCESS IN AI POWERED CUSTOMER EXPERIENCE #AIpoweredCX #markkinoinninviikko2018
  2. 2. Copyright © Dagmar Oy HEINI NUUTINEN DIGITAL STRATEGIST MARTECH | CUSTOMER JOURNEYS “Automate or Die” SAMI AITTOVAARA DIRECTOR OF CONTENT EXPERIENCE MARKETING STRATEGIST “Think Big, but Take Baby Steps”
  3. 3. Copyright © Dagmar Oy CX AI
  4. 4. ORCHESTRATION & AUTOMATION BUSINESS GOALS INTACTDATA 5 PILARS OF SUCCESS IN AI POWERED CUSTOMER EXPERIENCE CUSTOMER-CENTRICITY TECHNOLOGYAS ARAILWAY SMARTCONTENT ORGANISATIONAS THEBRAIN
  5. 5. DYNAMIC CUSTOMER PROFILE VALUE NEEDS SEGMENTS INTERESTS SATIS- FACTION LOYALTY INDENTITY 1INTACT DATA • DATA UNIFICATION & TAXONOMY MUST BE IN PLACE • ENSURE YOUR DATA RETRIVEMENT • AIM TO USE CUSTOMER JOURNEY ANALYTICS • DYNAMIC CUSTOMER PROFILES INTACT HISTORICAL DATA WILL NOT BE COLLECTED IN MONTHS PREFE- RENCES
  6. 6. 2 CUSTOMER- CENTRICITY • MAKE SURE YOU UNDERSTAND CUSTOMER JOURNEYS • REAL-TIME CUSTOMER INSIGHT • CUSTOMER-CENTRIC METRICS CUSTOMERS ARE ALL ABOUT CHANGE, SO YOU NEED TO BE ALL ABOUT TESTING IT IS CRUSIAL TO UNDERSTAND THE CORE CUSTOMER NEEDS
  7. 7. Copyright © Dagmar Oy 3 TECHNOLOGY AS A RAILWAY DMP CDP DAM CRM MRM Customer Data Management Ad Data Management Content Management TECHNOLOGY THAT CATERS BUSINESS NEEDS
  8. 8. 4 SMART CONTENT • DYNAMIC CONTENT • PREDICTIVE PERSONALIZATION • CONTENT TAXONOMY CONTENT NEEDS TO NURTURE CUSTOMER’S BRAIN & SOUL YOUR CONTENT NEEDS TO ACT LIKE A CHAMELEON CONTENT + TOUCHPOINTS = CX
  9. 9. 5 ORGANISATION AS THE BRAIN • CUSTOMER EXPERIENCE STRATEGY • SHARED GOALS • C-LEVEL SUPPORT • USING AGILE HUBS TO BREAK THE SILOS THE EMPLOYEES SHOULD ACT LIKE A SCHOOL OF FISH, UNITE TO REACH COMMON GOALS
  10. 10. Copyright © Dagmar Oy ORCHESTRATION & AUTOMATION ENABLE ENGAGEMENT
  11. 11. ORCHESTRATION & AUTOMATION BUSINESS GOALS INTACTDATA 5 PILARS OF SUCCESS IN AI POWERED CUSTOMER EXPERIENCE CUSTOMER-CENTRICITY TECHNOLOGYAS ARAILWAY SMARTCONTENT ORGANISATIONAS THEBRAIN
  12. 12. Copyright © Dagmar Oy AI NEEDS DATA TO GAIN A PULSE So get your data collection game on!
  13. 13. Copyright © Dagmar Oy KIITOS!

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