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The CX-Factor
Unraveling customer experience leadership
1
@milla.eckerdal @st_moritz
What is your context and background?
THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP
2
CX Factor Hamburg
10 1.000 10.000
Why Customer Experience?
3
4
The world is more connected
and complex than ever.
Customer Experience is the next frontier for
differentiation, value c...
Customers are more connected, smart and demanding than ever
THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP
5
Future CX...
Source of dominance and differentiation
THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP
6
Customer Experience
AGE OF
MA...
7
89% of companies expect to
compete mostly on the basis of
customer experience in 2016,
versus 36% four years ago.
Gartne...
8
What is your
biggest challenge?
CX – Our journey
Customer Experience
THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP
9
Awakening Understanding the cust...
Together we create a customer obsessed Telia
Customer Experience
THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP
10
Fol...
11
Becoming proactive will generate the most profitable customers
Customer Experience
Sweden’s most
satisfied and loyal
cu...
12
Start small
Think BIG
Collaboration
is key
Combine bottom-up
and top-down
It’s all about real impact
(not powerpoint)
Q...
Reflection
What inspired you the most?
How can you leverage this in your organization?
Anything concrete you can do differ...
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THE CX-FACTOR: UNRAVELLING CUSTOMER EXPERIENCE LEADERSHIP

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Customer expectations are increasing and crossing sector boundaries. Knowing your customers’ needs is key for differentiation and loyalty for most organizations. Employees need to be empowered, new business models developed and new partnerships forged. But where does CX belong in a company? How do we measure it? And more importantly, what does it take to deliver great customer experience across the entire organization?

Camilla Eckerdal is Head of CX Design at one of the world’s leading Telco’s – Telia and Stefan Moritz is VP Customer Experience at one of the world’s top-ranking design and innovation consultancies – Veryday.

Veröffentlicht in: Business
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THE CX-FACTOR: UNRAVELLING CUSTOMER EXPERIENCE LEADERSHIP

  1. 1. The CX-Factor Unraveling customer experience leadership 1 @milla.eckerdal @st_moritz
  2. 2. What is your context and background? THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 2 CX Factor Hamburg 10 1.000 10.000
  3. 3. Why Customer Experience? 3
  4. 4. 4 The world is more connected and complex than ever. Customer Experience is the next frontier for differentiation, value creation and growth.
  5. 5. Customers are more connected, smart and demanding than ever THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 5 Future CXpectations
  6. 6. Source of dominance and differentiation THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 6 Customer Experience AGE OF MANUFACTURING AGE OF DISTRIBUTION AGE OF INFORMATION AGE OF CUSTOMER 1900–1960 Mass manufacturing boosts industrial powerhouses. Global connections make distribution key. Connected PCs benefit those who control information. Empowered buyers demand a customer focus. 1960–1990 1990–2010 2010 – ? Forrester. Outside In: The Power of Putting Customers at the Center of Your Business
  7. 7. 7 89% of companies expect to compete mostly on the basis of customer experience in 2016, versus 36% four years ago. Gartner Research THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 89%
  8. 8. 8 What is your biggest challenge?
  9. 9. CX – Our journey Customer Experience THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 9 Awakening Understanding the customer Spreading the message Customer Obsession! We need to be more Customer focused
  10. 10. Together we create a customer obsessed Telia Customer Experience THECXFACTOR-UNRAVELINGCUSTOMEREXPERIENCELEADERSHIP 10 Follow up and reward Offer E2E customer experience Live and breathe customer 24/7 Listen and act on real customer insight Customer Obsession
  11. 11. 11 Becoming proactive will generate the most profitable customers Customer Experience Sweden’s most satisfied and loyal customers! Work and delivery is customer driven within Telia Create the right conditions for a customer driven Telia Exceed expectations every time Repare poor experiences Customer obsession common goal in Sweden Reactive Proactive
  12. 12. 12 Start small Think BIG Collaboration is key Combine bottom-up and top-down It’s all about real impact (not powerpoint) Quick wins are great but buckle up for the long ride Focus energy by supporting the convinced – not convincing the supporters… Six mantras to fuel and spread your passion for customer experience
  13. 13. Reflection What inspired you the most? How can you leverage this in your organization? Anything concrete you can do different next week? @milla.eckerdal @st_moritz

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