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The data driven customer experience
Building Blocks
2
The data driven customer experience
Different consumers, different expectations
3
The data driven customer experience
Different consumers, different expectations
Availability of information Born digital Different Drivers
▪ Always available
▪ Different sources can
help me
▪ Reviewed by peers to
create thrust
▪ Paperwork?
▪ Everything from one
device – mobile
▪ Everything connected
▪ To be or not to be – self
determining
▪ Security
▪ privacy
4
The data driven customer experience
Ability to change will be the gamechanger
5
The data driven customer experience
6
The data driven customer experience
Become customer centric. Again!
Know context Understand
behavior
Predict possibilities Time the
message
Be trustworthy
over time
7
The data driven customer experience
Therefore, a shift of business focus is needed
Product centric
“What do I want to sell?”
‘What do I offer?’
Push strategy
Customer centric
“What does my customer need?”
‘what should I offer?’
Pull strategy
Risk
Pricing
Actuarial
Loyalty
Competitor
Pricing
Marketing
Fraud
Service
Claim handling
Promotion
LoyaltyRisk FraudCompetition
Pricing Service
Customer journey
8
The data driven customer experience
Examples: Retail
9
The data driven customer experience
Examples: Insurance
10
The data driven customer experience
Examples: Travel
11
The data driven customer experience
sa
12
The data driven customer experience
Is it so different?
Add context Controllable by
the consumer
Stay within a
moral framework
13
The data driven customer experience
Start doing this yourself
Powerpoint is not the endpoint
Broad perspective Small project Production
14
The data driven customer experience
Start doing this yourself
15
Sint Josephstraat 139
5017 GG Tilburg
www.building-blocks.nl
Come visit us...
The data driven customer experience
Questions?
Barbara Strozzilaan 101
1083 HN Amsterdam
Stand 10
And check our new website!

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Building Blocks Big Data Expo

  • 1. The data driven customer experience Building Blocks
  • 2. 2 The data driven customer experience Different consumers, different expectations
  • 3. 3 The data driven customer experience Different consumers, different expectations Availability of information Born digital Different Drivers ▪ Always available ▪ Different sources can help me ▪ Reviewed by peers to create thrust ▪ Paperwork? ▪ Everything from one device – mobile ▪ Everything connected ▪ To be or not to be – self determining ▪ Security ▪ privacy
  • 4. 4 The data driven customer experience Ability to change will be the gamechanger
  • 5. 5 The data driven customer experience
  • 6. 6 The data driven customer experience Become customer centric. Again! Know context Understand behavior Predict possibilities Time the message Be trustworthy over time
  • 7. 7 The data driven customer experience Therefore, a shift of business focus is needed Product centric “What do I want to sell?” ‘What do I offer?’ Push strategy Customer centric “What does my customer need?” ‘what should I offer?’ Pull strategy Risk Pricing Actuarial Loyalty Competitor Pricing Marketing Fraud Service Claim handling Promotion LoyaltyRisk FraudCompetition Pricing Service Customer journey
  • 8. 8 The data driven customer experience Examples: Retail
  • 9. 9 The data driven customer experience Examples: Insurance
  • 10. 10 The data driven customer experience Examples: Travel
  • 11. 11 The data driven customer experience sa
  • 12. 12 The data driven customer experience Is it so different? Add context Controllable by the consumer Stay within a moral framework
  • 13. 13 The data driven customer experience Start doing this yourself Powerpoint is not the endpoint Broad perspective Small project Production
  • 14. 14 The data driven customer experience Start doing this yourself
  • 15. 15 Sint Josephstraat 139 5017 GG Tilburg www.building-blocks.nl Come visit us... The data driven customer experience Questions? Barbara Strozzilaan 101 1083 HN Amsterdam Stand 10 And check our new website!