The document discusses enterprise customer experience and the importance of listening to customers, engaging with them across physical and digital worlds, and providing experiences that reflect your company's culture. It emphasizes that customer experience results from how customers perceive their interactions with a company, not just what a company designs. Creating a positive customer experience requires coordination across departments along with social media initiatives, digital communication programs, and social CRM that leads to insights about customers.
7. Experience is not a Process
an experience is visceral, a highly individual
response to stimulus (or lack of)
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8. Mirror Image
a customer’s experience with your products or
services is a reflection of your culture
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9. Enterprise Customer Experience:
The people, internal processes and
technology required to listen, guide
and engage your customers in the
digital world
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10. Rivers of Data
volume and velocity of data is both a blessing
and curse, the value is information and insight
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11. Listening and Hearing
Filtering
image
filtering and prioritizing are the starting point
table stakes, acting and engaging are next 11
12. Context Transforms Data
data without context, such as time, location,
emotion or customer details lacks value 12
13. The Objective is Insight
through the fog of data, it is that critical piece
of information can make all the difference
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14. Too Much Data
act on what is heard and measured, or do not
waste time listening and reporting
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15. Time is Precious
Insert
Watch
Picture
time needs to be respected, though it feels
infinite, it is a finite commodity
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16. Do I have your Attention?
seven seconds, 140 characters, above the
fold, that is your perspective, what about the
customer, the individual, the person
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31. Social Media Initiatives Mature
• Beyond Departments
• Beyond ‘Likes’ and ‘Follows’
• Beyond ‘shooting from the hip’
• Beyond Uncoordinated efforts
Towards Digital Programs
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32. Digital Communication Programs
• With Coordination Across Depts.
• With Defined Success Metrics
• With Emergent Analytics
• With Modest Governance
Teeing up Social CRM
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34. The Value of Social CRM
• Coordinated Customer Facing Programs
• Technical and Business Integration
• Advanced Analytics Leading to Insights
• Personal Interactions and Engagement
Is Social CRM Part of CRM?
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36. The Evolution of CRM
• Social CRM is Absorbed by CRM
• Front to Back Office Coordination
• Repeatable Process, Governance
• Community, Content, Collaboration
• Universal Access to Information
You are now Ready
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37. A Completed Enterprise Customer
Experience Vision includes:
• Customer Insights,
• Directed, Personalized Interactions
• Predictive Analytics
• Conversational Communications
• A Collaborative Organization
• Social Business Maturity
• Thriving Communities
• Consistent Content, all Channels
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