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Using a culture of creativity to deliver brilliant customer experiences

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Using a culture of creativity to deliver brilliant customer experiences

  1. 1. Using a Culture of Creativity to Deliver Brilliant Customer Experiences 1 PROPRIETARY & CONFIDENTIAL #YourCXisBroken
  2. 2. Proprietary & confidential Global 100 Consultancy Firm of the Year 2018 Fast Track Tech Track 100, 2015 Crain’s Top 100 Best Places to Work, 2018 Best Use of Search, UK Search Awards, 2018 PM Society Digital Awards 2017 Econsultancy Top 100 Digital Agencies, 2018 CORPORATE AND MARKETING STRATEGY PRODUCT AND SERVICE DEVELOPMENT ACQUISITION, COMMERCE, AND RETENTION Your specialist problems need specialist minds. Our 1,500 technologists, strategists, and creatives work in award-winning specialist tribes within the Connective, where specialist minds bring global mindsets direct to you. TRIBAL SPARK, GLOBAL FIRE. AURA Agency of the Year 2018 “This is compelling for us. Not just the Solstice piece. But this worldview.” -Herman Miller
  3. 3. PROPRIETARY & CONFIDENTIAL
  4. 4. PROPRIETARY & CONFIDENTIAL
  5. 5. PROPRIETARY & CONFIDENTIAL
  6. 6. PROPRIETARY & CONFIDENTIAL
  7. 7. PROPRIETARY & CONFIDENTIAL
  8. 8. PROPRIETARY & CONFIDENTIAL Elizabeth Docel Global Curriculum Manager Google EACH PIECE OF THE PUZZLE
  9. 9. PROPRIETARY & CONFIDENTIAL Chris Barnes Director of Customer Experience AmazeRealise YOUR CX IS BROKEN: 5 WAYS TO ACCELERATE YOUR CX
  10. 10. ACCELERATE 
 YOUR CX
  11. 11. You are set up to fail
  12. 12. ATTRACT CX is not just about making acquisition simple RETAIN
  13. 13. WIN 5 % - 10% increase in revenue* 15% - 25% - decrease in costs* 64% more likely to recommend 55% willing to pay more Source: Forbes, “The Year of the Empowered Customer” * within 2-3 years
  14. 14. Five steps to accelerate your CX and put customers first
  15. 15. Align your organisation around 
 a consistent vision 1
  16. 16. Identify moments to own & turn pain point into opportunities 2
  17. 17. EXPERIENCE 1 2 3
  18. 18. Agree what to measure & what 
 success means to the business 3
  19. 19. Intelligence WHAT SHOULD WE BE CAPTURING
  20. 20. Create a unified view across the customer journey & business 4
  21. 21. Plan to pivot to ensure you are 
 always ahead of the competition 5
  22. 22. CUSTOMER EXPERIENCE OPTIMISATION
  23. 23. 1. ALIGN YOUR ORGANISATION 2. IDENTIFY MOMENTS TO OWN 3. AGREE WHAT TO MEASURE 4. CREATE A UNIFIED VIEW 5. PLAN TO PIVOT Five steps to accelerate your CX and put customers first
  24. 24. THINK HUMAN THINK HUMAN THINK HUMAN
  25. 25. START 
 SMALL
  26. 26. DON’T GET 
 SCARED
  27. 27. PROPRIETARY & CONFIDENTIAL Vivek Bedi VP of Digital Product Northwestern Mutual DISRUPTING THE CUSTOMER EXPERIENCE 
 OF A 160-YEAR-OLD COMPANY
  28. 28. PROPRIETARY & CONFIDENTIAL Paul Heckel
 VP of Customer 
 Experience
 Solstice Juliane Pearson
 Director of Customer Experience
 HCSC Steven Inman
 VP of Technology
 Chicago Cubs Robert Reilly
 VP of Customer 
 Experience
 SpotHero IS CX GETTING BETTER OR WORSE?
  29. 29. PROPRIETARY & CONFIDENTIAL

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