10 secrets to a seemless omni channel customer expereince-ppt
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The 10 secrets to a seamless Omni-channel Experience, with an example for each secret. presentation given by Marco Ryan at Eye for travel 2014 Berlin
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10 secrets to a seemless omni channel customer expereince-ppt
- 1. 10 secrets to a seamless omni-channel Marco Ryan Eye for travel Berlin, Oct 2nd 2014 customer Expereince
- 2. DIGITAL CUSTOMERS ARE DIFFERENT. FACT. SO BE PREPARED FOR CHANGE 2 1
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- 4. 4 2 WHETHER YOU REALISE IT OR NOT YOUR BIGGEST BARRIERS ARE INTERNAL INVITE THE SCEPTICS & KEY LEADERS TO BE PART OF THE SOLUTION
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- 6. 6 3 YOUR BIGGEST ALLY IS THE CTO AND THE IT ORGANISATION FIND NEW WAYS TO COLLABORATE AND MAKE DECISIONS TOGETHER
- 7. 7 “Digital and IT have be in lock-step. What goes out the window is finger pointing, and hand holding comes in. IT participates in every meeting to understand goals and objectives and to provide inventive but realistic solutions, timelines, and costs.” Bridget Dolan, VP Digital, Sephora
- 8. 8 4 YOU HAVE TO START SOMEWHERE BEGIN WITH CUSTOMER JOURNEY MAPPING What uniquely defines the persona of our customers? What is different about their customer journey? What are the touchpoints they frequent, how do they use them, and with what devices? What are their expectations, what do they value, and how do they define success? How are they influenced, and by whom? How and whom do they in turn influence?
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- 10. 10 5 THINK BEYOND A SINGLE CAMPAIGN THINK END-TO-END CREATE CROSS-FUNCTIONAL TEAMS & ALWAYS INCLUDE UX
- 11. THE THOMAS COOK CUSTOMER JOURNEY LIFECYCLE 11
- 12. 12 6 ITS NOT MOBILE FIRST OR SOCIAL FIRST THINK DIGITAL FIRST REDESIGN PROCESSES AND STRUCTURE TO BE RELEVANT
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- 14. 14 7 OMNICHANNEL IS DIFFERENT FROM MULTICHANNEL MEASURE ACROSS ALL CHANNELS IMPLEMENT INTEGRATED ANALYTICS SOLUTIONS
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- 16. 16 8 THE NEW HOLY TRINITY DIGITAL ASSET MANAGEMENT, CRM & ANALYTICS DOES YOUR IT ROADMAP AND INVESTMENTS REFLECT THIS?
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- 18. 18 9 IT’S NOT EASY BE STRONG. USE LATEST RESEARCH TO GAIN LEADERSHIP COMMITMENT
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- 20. 20 10 DON’T ASSUME INVOLVE CUSTOMERS AT EVERY STAGE. CREATE CUSTOMER SOUNDINGS BOARDS, DO RESEARCH, INVOLVE OTHERS
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