The 6 strategies for Customer Experience 1. Focus on customer centricity 2. Engage customers all along the journey 3. Provide a frictionless omni-channel experience 4. Embrace Mobile-First as a strategy 5. Use non-transactional touch points to delight customers 6. Invest in co-creation

1. STRATEGIES TO ENHANCECUSTOMER EXPERIENCE6
MURALI M RAGHURAM
PRACTICELEAD,DIGITALCONSULTING

2. THE POWER OF ANIDEA
OLD DISRUPTION
Few people had access to
capital and tools, hence
generating few disruptive
ideas
DIGITAL DISRUPTION
Many people have access to
digital tools and the cost of
experimentation is
significantly low.. Hence bring
more ideas to the market
POWEROF AN IDEA
=
100 x OLD DISRUPTION
Source: ForresterResearch

3. UBER
• 3 examples of Mobile-First stories that have
disrupted traditional business models
– Uber
– Lose it
– Waze
A technology-powered car services which passengers beckon by mobile
application, have become leading emissaries of Silicon Valley’s ethos of
disruption, as they attempt to bypass, upend, or destroy traditional taxi
services and the regulations that govern them.

4. A mobile first banking service for the millennials. Designed from the
ground up to be true mobile-first banking experience, GoBank brings
everything that consumers always wanted in a banks and remove
everything consumers hated about a bank.
SIMPLE BANK

5. Lose-it was built with a simple idea that the iPhone was the ideal calorie-
tracking platform. Users always have it with them, its apps are a few finger
motions away, and it gives customers remote access to nutrition and
personal history databases stored in the cloud.

6. STRATEGIES TO ENHANCECUSTOMER EXPERIENCE6

7. 1 CUSTOMER CENTRICITY
PRODUCT CENTRIC
AN INSIDE-OUT PERSPECTIVE
CUSTOMER CENTRIC
AN OUTSIDE-IN PERSPECTIVE

9. BRAND
AWARENESS
MOMENT OF
PURCHASE
SOCIAL
DISCOVERY
BRAND
EXPERIENCE
LOYALTY
ENGAGECUSTOMERS ALLALONGTHE JOURNEY2

10. v
RETAIL WEB MOBILE SOCIAL
PROVIDE A FRICTIONLESSOMNI-CHANNELEXPERIENCE3

11. ALWAYS ON
LOCATION AWARE
SOCIALLY CONNECTED
POWERFUL SENSORS
PERSONAL
EMBRACE MOBILE-FIRSTAS A STRATEGY4

12. VIDEOS
PROFESSIONAL
ADVICE
SOCIAL
ENGAGEMENT
CALLCENTER
VIDEO
CONFERENCING
USE NON-TRANSACTIONALTOUCHPOINTSTO DELIGHTCUSTOMERS5

13. INVESTIN CO-CREATION6

15. IN SUMMARY
ENGAGEMENT TRUST LOYALTY ADVOCACY

16. THANK YOU
MURALIM RAGHURAM
PRACTICELEAD,DIGITALCONSULTING