Sudha Jamthe keynote at Totally Digital Conf 2014. Covers the 3 I's of Customer Opportunity and 3 S of Organizational Strategy to balance to create the best balanced Customer Experience.

1. A Good Customer Experience balances
Shifting customer needs
on the Outside
@sujamthe
AND
Competing Organizational
and Business Goals on the
Inside

2. Maximizing your
Return
On
Customer Experience
Sudha Jamthe (@sujamthe)
Mobile Leader – Operations & Growth @eBay
http://slideshare.com/sujamthe

3. @sujamthe
3
Thanks to
@Briansolis

4. THREE I’s OF CUSTOMER OPPORTUNY
• Customer Identity
• Customer Intent
• Customer Intelligence
@sujamthe

5. 1: IDENTITY - ALWAYS ON Customer
@sujamthe Image Credit: http://psychologyminute.com/?p=85

6. 1. IDENTITY – Open to share location
@sujamthe

7. 2. INTENT - SPLIT MULTISCREEN & MULTICHANNEL
@sujamthe
Source: Google/IPSOS Research Data

8. 3. INTELLIGENCE – BEHAVIORAL SHIFTS
MULTISCREEN & MULTICHANNEL
100
80
60
40
20
0
-20
device dominance
ios
android
windows
mac_os_x
45 55 65 75 85 95 105
p
% of sessions on dominant device
@sujamthe

9. 3. INTELLIGENCE – BEHAVIORAL
SHIFTS WITH IOT
@sujamthe

10. THREE S OF ORGANIZATIONAL TENSION
• Digital Strategy
• Product Strategy
• Business Strategy
@sujamthe

11. Balance Innovative Roadmap with Growth & Market
Changes
@sujamthe
Innovation
Adapt to
market
Benchmark to
market
Align Business
metrics to
drivers

12. Questions?
@sujamthe