1.
linkedin.com/in/marktamis
@marktamis
Mark Tamis
TouchFlows
Managing Partner
Social Business
and
Customer Journey Management

2.
Stimulus

3.
Touchpoint

4.
Experience

5.
Moments of
Truth

6.
Communications
Revolution

7.
Connected Anywhere,
Anytime

8.
An Interconnected World

9.
Source :E&Y Consumers on board, June 2014

10.
Digital Influence

11.
Experience Lifecycle

12.
Customer Journey
Mapping

13.
Service-Design logic is driven by an innate purpose of
doing something for and with another party,
and is thus customer-centric and customer responsive

14.
Reduce Frictions
in the
Customer Flow

15.
Making
Customer Journeys
Successful

16.
Touchpoints

17.
Nudge
Improvement

18.
Moving Beyond
Contact and
Transactional Data

19.
Rich Profiles Through
Big Data and
Social Media Interaction

20.
Monitor, Capture,
Sollicit Feedback,
Analyze

21.
Website
Session
Website
Session
Website
Session
CallCenter
Question
LoyaltyCard
PromoEmail
LoyaltyCard
SignUp
MajorProduct
PurchaseinStore
Store all the detail, in time order
Capture Events

22.
filter customerjourneys
time

23.
customerjourneysalign
relative timetime
before after

24.
Use Context and
Behaviour Patterns to
Anticipate Expectations

25.
Optimize for Business Outcomes
Get The Big Picture!

26.
Touchpoint & Mapping
Experience Analysis are
your Journey GPS

27.
What Impact on the
Organisation?

28.
Why Does
Digital Transformation
Seem Mainly
Internally Focused?
Source PwC: The Cloud you don’t know

29.
Journey Mapping
helps you
Focus

30.
Breaking Down
Silos

31.
Goals Objectives
KPI Metrics
Target

32.
How It Fits Together
In Social Business
Source : HBR Putting the Service-Profit Chain to Work

33.
Business &
Customer
Intelligence Value
Proposition
Capabilities Customer
and
Business
Outcomes
Business Vision
and
Strategy
Portfolio
Service
Feedback & analysis
Capabilities and Collaboration

34.
Linking
Customer Journeys and
Social Business

35.
linkedin.com/in/marktamis
@marktamis
TouchFlows
64 rue Anatole France
92300 Levallois Perret
France
Mark Tamis
Managing Partner