customer experience - getting it right and making it count

CUSTOMER EXPERIENCEGetting it Right and Making it Count

@elnomaiden André Cavero - Interbank

Our first question today should be:

What is Customer Experience?

Customer Experience (CX) is the sum of all the experiences that a client has with a supplier of goods &/or services, during their entire relationship.

Is not the same as “UX” or User Experience

Improve your Service

Use your social networks to get as much Feedback as you can

Deliver personalized experiences

*The Financial Brand - Cisco

Focus on your multichannel strategy

Start with market segmentation and then choose the perfect channel for everyone

The engagement will certainly raise

Innovate

Design Thinking

Gamification

Lean Model for projects

Learn from people

Find Patterns

Design Principles

Make Tangible

Iterate Relentlessly

Know your players

Find the motivation

Game Elements

Game Mechanics

Create the system

Create your Canvas

Make your MVP

Pivot

Split Test Experiments

Create . Measure . Learn

Some numbers about CX

• (2011) Customer Experience Impact Report conducted by Harris Interactive (2012) Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”

60% higher profits are reported by companies that prioritize the customer experience.

of customers will take their business to a competitor following a poor customer experience.89%

After a poor customer experience, more than posted negative complaints on social media. 26%

of customers are willing to pay more for a good or service if the customer experience is outstanding.60%

The biggest risk is not take any risk... In a world that is changing really quick, the

only strategy that is guaranteed to fail is not

take risks. Mark ZukerbergFacebook

André CaveroINTERBANK

Senior Executive, Digital Marketingacavero@intercorp.com.pe

@elnomaiden