Enviar pesquisa
Carregar
Improving Customer Experience using Analytics - Digital Data Tips Tuesday #6
•
5 gostaram
•
3,705 visualizações
Kevin Anderson
Seguir
Digital Data Tips Tuesday #6: 9 february 2016
Leia menos
Leia mais
Dados e análise
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 40
Baixar agora
Baixar para ler offline
Recomendados
Improving Customer Experience using Analytics | WUC 2015 Berlin
Improving Customer Experience using Analytics | WUC 2015 Berlin
Kevin Anderson
MIE: Impactvolle Data Analist
MIE: Impactvolle Data Analist
Kevin Anderson
De Impactvolle Data Analist
De Impactvolle Data Analist
Kevin Anderson
Unlocking the 4 Gateways of Growth
Unlocking the 4 Gateways of Growth
Kissmetrics on SlideShare
Customer experience trends 2016
Customer experience trends 2016
Feedbackly
E-commerce Berlin Expo 2018 - Multi-Channel Works
E-commerce Berlin Expo 2018 - Multi-Channel Works
E-Commerce Berlin EXPO
Measuring Roi etourism forum
Measuring Roi etourism forum
Patrick Heuchenne
Digital EDGEucation autumn - game of phones
Digital EDGEucation autumn - game of phones
4Ps Marketing
Recomendados
Improving Customer Experience using Analytics | WUC 2015 Berlin
Improving Customer Experience using Analytics | WUC 2015 Berlin
Kevin Anderson
MIE: Impactvolle Data Analist
MIE: Impactvolle Data Analist
Kevin Anderson
De Impactvolle Data Analist
De Impactvolle Data Analist
Kevin Anderson
Unlocking the 4 Gateways of Growth
Unlocking the 4 Gateways of Growth
Kissmetrics on SlideShare
Customer experience trends 2016
Customer experience trends 2016
Feedbackly
E-commerce Berlin Expo 2018 - Multi-Channel Works
E-commerce Berlin Expo 2018 - Multi-Channel Works
E-Commerce Berlin EXPO
Measuring Roi etourism forum
Measuring Roi etourism forum
Patrick Heuchenne
Digital EDGEucation autumn - game of phones
Digital EDGEucation autumn - game of phones
4Ps Marketing
SM4B (Nov 2015)
SM4B (Nov 2015)
Brent Chudoba
The true meaning of data
The true meaning of data
mdabrowski
The true meaning of data by Maciej Dabrowski
The true meaning of data by Maciej Dabrowski
Altocloud
Feefo - The Power of Customer Reviews
Feefo - The Power of Customer Reviews
Sagittarius
Customer Experience in retail
Customer Experience in retail
Jaakko Männistö
Boobook presentation Oct27_2016 event - data driven innovation
Boobook presentation Oct27_2016 event - data driven innovation
Nicole Huyghe
2015 Predictive Marketing Survey
2015 Predictive Marketing Survey
AgilOne
2014 data driven marketing predictions
2014 data driven marketing predictions
AgilOne
Wi-Fi Offload Summit - Monetise Thyself
Wi-Fi Offload Summit - Monetise Thyself
AirTight Networks
Amplifying testing and optimization strategy
Amplifying testing and optimization strategy
AT Internet
How Analytics drives better Campaigns and a more profitable customer experience
How Analytics drives better Campaigns and a more profitable customer experience
Roger Luxton
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
AirTight Networks
12 steps that will lead you to data driven mobile app development
12 steps that will lead you to data driven mobile app development
Innopplinc
Product Management Top 10 metrices
Product Management Top 10 metrices
Harsh Vardhan
Social media analytics in black and white
Social media analytics in black and white
Danny Whatmough
A Predictive Analytics Primer
A Predictive Analytics Primer
Abhi Rana
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
E-Commerce Berlin EXPO
Google Analytics Workshop - Steps To Better Measurement
Google Analytics Workshop - Steps To Better Measurement
Barry Hand
Bridging The Gap Between Online and Offline
Bridging The Gap Between Online and Offline
AgilOne
Sitecore - Context Marketing
Sitecore - Context Marketing
Sagittarius
Infocus Research : Mobile trends on M2 Esomar Vietnam
Infocus Research : Mobile trends on M2 Esomar Vietnam
Ifm research
The future of analytics & the results of the Web Analytics Survey Study 2014
The future of analytics & the results of the Web Analytics Survey Study 2014
Fred Pellenaars
Mais conteúdo relacionado
Mais procurados
SM4B (Nov 2015)
SM4B (Nov 2015)
Brent Chudoba
The true meaning of data
The true meaning of data
mdabrowski
The true meaning of data by Maciej Dabrowski
The true meaning of data by Maciej Dabrowski
Altocloud
Feefo - The Power of Customer Reviews
Feefo - The Power of Customer Reviews
Sagittarius
Customer Experience in retail
Customer Experience in retail
Jaakko Männistö
Boobook presentation Oct27_2016 event - data driven innovation
Boobook presentation Oct27_2016 event - data driven innovation
Nicole Huyghe
2015 Predictive Marketing Survey
2015 Predictive Marketing Survey
AgilOne
2014 data driven marketing predictions
2014 data driven marketing predictions
AgilOne
Wi-Fi Offload Summit - Monetise Thyself
Wi-Fi Offload Summit - Monetise Thyself
AirTight Networks
Amplifying testing and optimization strategy
Amplifying testing and optimization strategy
AT Internet
How Analytics drives better Campaigns and a more profitable customer experience
How Analytics drives better Campaigns and a more profitable customer experience
Roger Luxton
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
AirTight Networks
12 steps that will lead you to data driven mobile app development
12 steps that will lead you to data driven mobile app development
Innopplinc
Product Management Top 10 metrices
Product Management Top 10 metrices
Harsh Vardhan
Social media analytics in black and white
Social media analytics in black and white
Danny Whatmough
A Predictive Analytics Primer
A Predictive Analytics Primer
Abhi Rana
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
E-Commerce Berlin EXPO
Google Analytics Workshop - Steps To Better Measurement
Google Analytics Workshop - Steps To Better Measurement
Barry Hand
Bridging The Gap Between Online and Offline
Bridging The Gap Between Online and Offline
AgilOne
Sitecore - Context Marketing
Sitecore - Context Marketing
Sagittarius
Mais procurados
(20)
SM4B (Nov 2015)
SM4B (Nov 2015)
The true meaning of data
The true meaning of data
The true meaning of data by Maciej Dabrowski
The true meaning of data by Maciej Dabrowski
Feefo - The Power of Customer Reviews
Feefo - The Power of Customer Reviews
Customer Experience in retail
Customer Experience in retail
Boobook presentation Oct27_2016 event - data driven innovation
Boobook presentation Oct27_2016 event - data driven innovation
2015 Predictive Marketing Survey
2015 Predictive Marketing Survey
2014 data driven marketing predictions
2014 data driven marketing predictions
Wi-Fi Offload Summit - Monetise Thyself
Wi-Fi Offload Summit - Monetise Thyself
Amplifying testing and optimization strategy
Amplifying testing and optimization strategy
How Analytics drives better Campaigns and a more profitable customer experience
How Analytics drives better Campaigns and a more profitable customer experience
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
Restaurant Wi-Fi Primer: Retail Analytics and Social Integration
12 steps that will lead you to data driven mobile app development
12 steps that will lead you to data driven mobile app development
Product Management Top 10 metrices
Product Management Top 10 metrices
Social media analytics in black and white
Social media analytics in black and white
A Predictive Analytics Primer
A Predictive Analytics Primer
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
E-commerce Berlin Expo 2017 - Scaling Facebook Advertising in E-Commerce
Google Analytics Workshop - Steps To Better Measurement
Google Analytics Workshop - Steps To Better Measurement
Bridging The Gap Between Online and Offline
Bridging The Gap Between Online and Offline
Sitecore - Context Marketing
Sitecore - Context Marketing
Semelhante a Improving Customer Experience using Analytics - Digital Data Tips Tuesday #6
Infocus Research : Mobile trends on M2 Esomar Vietnam
Infocus Research : Mobile trends on M2 Esomar Vietnam
Ifm research
The future of analytics & the results of the Web Analytics Survey Study 2014
The future of analytics & the results of the Web Analytics Survey Study 2014
Fred Pellenaars
Credit Marketing Strategies to Capture Today's Digital Consumer
Credit Marketing Strategies to Capture Today's Digital Consumer
Experian
Changing the world through digital experiences, Adobe
Changing the world through digital experiences, Adobe
Avaus
The Next Generation of Digital Experiences
The Next Generation of Digital Experiences
Progress® Sitefinity™
Osudio | Webinar Digital Disruption in Retail; how to stay ahead of competition?
Osudio | Webinar Digital Disruption in Retail; how to stay ahead of competition?
Robin van den Driesschen
Google ThinkFinance 2012 - Digital banking: How to capture the opportunity?
Google ThinkFinance 2012 - Digital banking: How to capture the opportunity?
Pierre Poignant
From Analytics to Intelligence
From Analytics to Intelligence
Catherine Mylinh
Mobile's Impact on Moments of Truth
Mobile's Impact on Moments of Truth
Esendex
Dan McKinney - Putting the Focus on the Customer in Digital Journey Management
Dan McKinney - Putting the Focus on the Customer in Digital Journey Management
Julia Grosman
Digital Banking beyond Gen Z - Engaging other customer segments
Digital Banking beyond Gen Z - Engaging other customer segments
Misys
Omnichannel CX and Digital Transformation
Omnichannel CX and Digital Transformation
Contact Centre Management Group
Outside-In Digital Disruption infographic
Outside-In Digital Disruption infographic
Misys
Digital Innovations in Banking
Digital Innovations in Banking
MDS ap
Data analytics in_digitalmarketing
Data analytics in_digitalmarketing
Manoj K G
"Ready or Not, Here Comes 2015: Marketing Trends to Master" TrendLab Webinar
"Ready or Not, Here Comes 2015: Marketing Trends to Master" TrendLab Webinar
Bluespire Marketing
Symposium Data-Driven Marketing: Rogier van Nieuwenhuizen - Powering growth w...
Symposium Data-Driven Marketing: Rogier van Nieuwenhuizen - Powering growth w...
Marian Dragt
5 Steps To Impletmenting Endless Aisle Technology
5 Steps To Impletmenting Endless Aisle Technology
G3 Communications
eMarketer Webinar: Seven Ecommerce Trends You Need to Understand Now
eMarketer Webinar: Seven Ecommerce Trends You Need to Understand Now
eMarketer
Tourism in an exponential world. How bigdata, artificial intelligence and blo...
Tourism in an exponential world. How bigdata, artificial intelligence and blo...
Data Driven Innovation
Semelhante a Improving Customer Experience using Analytics - Digital Data Tips Tuesday #6
(20)
Infocus Research : Mobile trends on M2 Esomar Vietnam
Infocus Research : Mobile trends on M2 Esomar Vietnam
The future of analytics & the results of the Web Analytics Survey Study 2014
The future of analytics & the results of the Web Analytics Survey Study 2014
Credit Marketing Strategies to Capture Today's Digital Consumer
Credit Marketing Strategies to Capture Today's Digital Consumer
Changing the world through digital experiences, Adobe
Changing the world through digital experiences, Adobe
The Next Generation of Digital Experiences
The Next Generation of Digital Experiences
Osudio | Webinar Digital Disruption in Retail; how to stay ahead of competition?
Osudio | Webinar Digital Disruption in Retail; how to stay ahead of competition?
Google ThinkFinance 2012 - Digital banking: How to capture the opportunity?
Google ThinkFinance 2012 - Digital banking: How to capture the opportunity?
From Analytics to Intelligence
From Analytics to Intelligence
Mobile's Impact on Moments of Truth
Mobile's Impact on Moments of Truth
Dan McKinney - Putting the Focus on the Customer in Digital Journey Management
Dan McKinney - Putting the Focus on the Customer in Digital Journey Management
Digital Banking beyond Gen Z - Engaging other customer segments
Digital Banking beyond Gen Z - Engaging other customer segments
Omnichannel CX and Digital Transformation
Omnichannel CX and Digital Transformation
Outside-In Digital Disruption infographic
Outside-In Digital Disruption infographic
Digital Innovations in Banking
Digital Innovations in Banking
Data analytics in_digitalmarketing
Data analytics in_digitalmarketing
"Ready or Not, Here Comes 2015: Marketing Trends to Master" TrendLab Webinar
"Ready or Not, Here Comes 2015: Marketing Trends to Master" TrendLab Webinar
Symposium Data-Driven Marketing: Rogier van Nieuwenhuizen - Powering growth w...
Symposium Data-Driven Marketing: Rogier van Nieuwenhuizen - Powering growth w...
5 Steps To Impletmenting Endless Aisle Technology
5 Steps To Impletmenting Endless Aisle Technology
eMarketer Webinar: Seven Ecommerce Trends You Need to Understand Now
eMarketer Webinar: Seven Ecommerce Trends You Need to Understand Now
Tourism in an exponential world. How bigdata, artificial intelligence and blo...
Tourism in an exponential world. How bigdata, artificial intelligence and blo...
Último
ASML's Taxonomy Adventure by Daniel Canter
ASML's Taxonomy Adventure by Daniel Canter
voginip
Predictive Analysis for Loan Default Presentation : Data Analysis Project PPT
Predictive Analysis for Loan Default Presentation : Data Analysis Project PPT
Boston Institute of Analytics
Effects of Smartphone Addiction on the Academic Performances of Grades 9 to 1...
Effects of Smartphone Addiction on the Academic Performances of Grades 9 to 1...
limedy534
Call Us ➥97111√47426🤳Call Girls in Aerocity (Delhi NCR)
Call Us ➥97111√47426🤳Call Girls in Aerocity (Delhi NCR)
jennyeacort
IMA MSN - Medical Students Network (2).pptx
IMA MSN - Medical Students Network (2).pptx
dolaknnilon
NLP Data Science Project Presentation:Predicting Heart Disease with NLP Data ...
NLP Data Science Project Presentation:Predicting Heart Disease with NLP Data ...
Boston Institute of Analytics
Multiple time frame trading analysis -brianshannon.pdf
Multiple time frame trading analysis -brianshannon.pdf
chwongval
Deep Generative Learning for All - The Gen AI Hype (Spring 2024)
Deep Generative Learning for All - The Gen AI Hype (Spring 2024)
Universitat Politècnica de Catalunya
EMERCE - 2024 - AMSTERDAM - CROSS-PLATFORM TRACKING WITH GOOGLE ANALYTICS.pptx
EMERCE - 2024 - AMSTERDAM - CROSS-PLATFORM TRACKING WITH GOOGLE ANALYTICS.pptx
thyngster
Kantar AI Summit- Under Embargo till Wednesday, 24th April 2024, 4 PM, IST.pdf
Kantar AI Summit- Under Embargo till Wednesday, 24th April 2024, 4 PM, IST.pdf
Social Samosa
RS 9000 Call In girls Dwarka Mor (DELHI)⇛9711147426🔝Delhi
RS 9000 Call In girls Dwarka Mor (DELHI)⇛9711147426🔝Delhi
jennyeacort
Consent & Privacy Signals on Google *Pixels* - MeasureCamp Amsterdam 2024
Consent & Privacy Signals on Google *Pixels* - MeasureCamp Amsterdam 2024
thyngster
Customer Service Analytics - Make Sense of All Your Data.pptx
Customer Service Analytics - Make Sense of All Your Data.pptx
Emmanuel Dauda
Top 5 Best Data Analytics Courses In Queens
Top 5 Best Data Analytics Courses In Queens
dataanalyticsqueen03
Call Girls in Saket 99530🔝 56974 Escort Service
Call Girls in Saket 99530🔝 56974 Escort Service
9953056974 Low Rate Call Girls In Saket, Delhi NCR
RABBIT: A CLI tool for identifying bots based on their GitHub events.
RABBIT: A CLI tool for identifying bots based on their GitHub events.
natarajan8993
原版1:1定制南十字星大学毕业证(SCU毕业证)#文凭成绩单#真实留信学历认证永久存档
原版1:1定制南十字星大学毕业证(SCU毕业证)#文凭成绩单#真实留信学历认证永久存档
208367051
Defining Constituents, Data Vizzes and Telling a Data Story
Defining Constituents, Data Vizzes and Telling a Data Story
Jeremy Anderson
Generative AI for Social Good at Open Data Science East 2024
Generative AI for Social Good at Open Data Science East 2024
Colleen Farrelly
专业一比一美国俄亥俄大学毕业证成绩单pdf电子版制作修改
专业一比一美国俄亥俄大学毕业证成绩单pdf电子版制作修改
yuu sss
Último
(20)
ASML's Taxonomy Adventure by Daniel Canter
ASML's Taxonomy Adventure by Daniel Canter
Predictive Analysis for Loan Default Presentation : Data Analysis Project PPT
Predictive Analysis for Loan Default Presentation : Data Analysis Project PPT
Effects of Smartphone Addiction on the Academic Performances of Grades 9 to 1...
Effects of Smartphone Addiction on the Academic Performances of Grades 9 to 1...
Call Us ➥97111√47426🤳Call Girls in Aerocity (Delhi NCR)
Call Us ➥97111√47426🤳Call Girls in Aerocity (Delhi NCR)
IMA MSN - Medical Students Network (2).pptx
IMA MSN - Medical Students Network (2).pptx
NLP Data Science Project Presentation:Predicting Heart Disease with NLP Data ...
NLP Data Science Project Presentation:Predicting Heart Disease with NLP Data ...
Multiple time frame trading analysis -brianshannon.pdf
Multiple time frame trading analysis -brianshannon.pdf
Deep Generative Learning for All - The Gen AI Hype (Spring 2024)
Deep Generative Learning for All - The Gen AI Hype (Spring 2024)
EMERCE - 2024 - AMSTERDAM - CROSS-PLATFORM TRACKING WITH GOOGLE ANALYTICS.pptx
EMERCE - 2024 - AMSTERDAM - CROSS-PLATFORM TRACKING WITH GOOGLE ANALYTICS.pptx
Kantar AI Summit- Under Embargo till Wednesday, 24th April 2024, 4 PM, IST.pdf
Kantar AI Summit- Under Embargo till Wednesday, 24th April 2024, 4 PM, IST.pdf
RS 9000 Call In girls Dwarka Mor (DELHI)⇛9711147426🔝Delhi
RS 9000 Call In girls Dwarka Mor (DELHI)⇛9711147426🔝Delhi
Consent & Privacy Signals on Google *Pixels* - MeasureCamp Amsterdam 2024
Consent & Privacy Signals on Google *Pixels* - MeasureCamp Amsterdam 2024
Customer Service Analytics - Make Sense of All Your Data.pptx
Customer Service Analytics - Make Sense of All Your Data.pptx
Top 5 Best Data Analytics Courses In Queens
Top 5 Best Data Analytics Courses In Queens
Call Girls in Saket 99530🔝 56974 Escort Service
Call Girls in Saket 99530🔝 56974 Escort Service
RABBIT: A CLI tool for identifying bots based on their GitHub events.
RABBIT: A CLI tool for identifying bots based on their GitHub events.
原版1:1定制南十字星大学毕业证(SCU毕业证)#文凭成绩单#真实留信学历认证永久存档
原版1:1定制南十字星大学毕业证(SCU毕业证)#文凭成绩单#真实留信学历认证永久存档
Defining Constituents, Data Vizzes and Telling a Data Story
Defining Constituents, Data Vizzes and Telling a Data Story
Generative AI for Social Good at Open Data Science East 2024
Generative AI for Social Good at Open Data Science East 2024
专业一比一美国俄亥俄大学毕业证成绩单pdf电子版制作修改
专业一比一美国俄亥俄大学毕业证成绩单pdf电子版制作修改
Improving Customer Experience using Analytics - Digital Data Tips Tuesday #6
1.
Improving Customer Experience using Analytics Kevin
Anderson, ING Netherlands Digital Data Tips Tuesday • Amsterdam 9 February 2016
2.
ING’s digital touchpoints 2
3.
Internet banking penetration
high 3 83% 91% 49% data: Eurostat ‘Individuals using the internet for internet banking’ - updated 22 May 2015
4.
Many different kinds
of customer contacts 4
5.
Mobile phone penetration
from 1% to 73% … and 40% is a smartphone 5source: Mary Meeker Internet Trends 2015 www.kpcb.com/internet-trends
6.
Let’s go back to 1995 6
7.
7 https://www.youtube.com/watch?v=0u0RQk2Z1-o Click!
8.
Big changes 8 app browser
9.
9 Ralph Hamers CEO ING
Group
10.
Purpose 10
11.
Purpose 11
12.
12 http://vimeo.com/108232425 Click!
13.
13 bit.ly / INGsquads
14.
What is ‘Customer
Experience’? 14 best possible experience across all customer contacts
15.
CEIC: Customer Experience
Improvement Cycle 15
16.
How do you
measure that? 16 best possible experience across all customer contacts CES Customer Effort Score NPS Net Promotor Score
17.
17 Toolkit Data Analysts (A/B
testing) (Digital Analytics) (Tagmanagement) (Dashboarding) (SQL querying) (models) (1:1 communication)
18.
18 55 Data Analysts
19.
Tooling working together Tagmanagement Personalised
content Next Best Action Optimize Experiment Analyse
20.
20 experience examples change 1
2 3
21.
1. Improve confusing
content 21
22.
2. Prevent unnecessary
channelswitch 22
23.
3. Continuous experimentation
(A/B testing) 23
24.
3. Continuous experimentation
(A/B testing) 24 BA -17%
25.
4. Personalised content
26.
Result: high Net
Promotor Score 26 -50% -45% -40% -35% -30% -25% -20% -15% -10% -5% 0% website online bankingmobile banking NPS cijfers Particulier december 2014
27.
5. Making The
Netherlands Financially Fit
28.
Just launched: ING
Community 28
29.
Purpose 29
30.
30 https://www.youtube.com/watch?v=Qa6s1fqYdEI Click!
31.
31 experience examples change 1
2 3
32.
Working agile
33.
Skills of a
Data Analyst 33 insightanalyse present technical business
34.
Any questions? before I wrap
up
35.
35 Great time for researchers
36.
36 … get out of
your silo!
37.
37 Learn to understand
behaviour and to influence it
38.
And you will
be the center of your organization 38 insightanalyse present technical business
39.
Sounds interesting? 39 We are
always looking for great Data Analysts. Interested? Please contact me
40.
40
Baixar agora