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
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
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!