hello.. building highly successful digital customer journeys break out session: 28-05-2015
TRANSCRIPT
Hello.
Building highly successful digital customer journeysBreak out session: 28-05-2015
Monique BulthuisManaging Director Benelux+31 6 34 73 88 [email protected]
TODAY’S TEAM
Stijn van SoestConsultant+31 6 48 15 70 [email protected]
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 [email protected]
www.cxcompany.com