hello.. building highly successful digital customer journeys break out session: 28-05-2015

Hello.

Building highly successful digital customer journeysBreak out session: 28-05-2015

Monique BulthuisManaging Director Benelux+31 6 34 73 88 03Monique.bulthuis@cxcompany.com

TODAY’S TEAM

Stijn van SoestConsultant+31 6 48 15 70 86Stijn.van.soest@cxcompany.com

Personal engagement.Across any channel. With every customer. Every time.

Scaling a very old business model

BUILDING SUCCESSFUL DIGITAL CUSTOMER JOURNEY’S

Goal

Approach

Result

Analyse an important customer journey

Data collection

Gain insights into specific journey

- Log analytics- Journey analytics- BI

Gap analysis

Find areas for improvement and subjects for deep dive

Deep dive

Use question bar on the website. Survey in contact center

Discover insights into why drop-offs occur

Workshop- Journey mapping- Comparison with data

Design of the customer journey while using available context

Customer journey design

Workshop to decide on touch points for intervention

Overview of interactions throughout customer journeys

Define and implement KPIs

Implementation

Project realisation

Customised customer journey

Determine the gap between client intention and actual behaviour

Find our why clients are not succesful in their journey

CONTINUOUS IMPROVEMENT

Let’s try together!

Idea Orientation Registration Payment Shipping Delivery Installation BBQ Time!

Idea Orientation Registration Payment Shipping Delivery Installation BBQ Time!

SocialCommunityOnline

Digitalengagement& Assistance

Paymentoptions

Push notifications

Digital,Social or Liveengagement

InstructionVideo via app

Thank you.

CX Company

Schiehavenkade 603024 EZ RotterdamThe Netherlands

T +31 88 345 03 45E info@cxcompany.com

www.cxcompany.com