transforming the customer experience through search

Transforming the Customer Experience

Through Search

2

Experience is the

New Branding.

Customer experience is the new competitive battlefield

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▪ Everything is an experience now and should be designed accordingly

▪ By 2017, 89% of marketers expect customer experience to be their primary differentiator

The Complex Customer Journey 5

ChallengesMoving from a Content Centric to a Customer Centric Organization

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CX Leaders Grow Revenue Faster than CX Laggards 7

Delivering an exceptional customer experience drives profit by increasing brand preference,

loyalty and advocacy,

Source: Gartner, 2016

86% of buyers will pay more for a better customer experience.

1% of customers feel that vendors consistently meet their expectations.Source: CEI Survey, 2015

We have always searched 8

we search has not changed much.

Why

we search hasWhere

We have always searched 9

We have always searched 10

We have always searched 11

We have always searched 12

We have always searched 13

Knowledge

We have always searched 14

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we search has changed the most

How

How we Search 16

Ask

How we Search 17

Command

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Voice Search

35x Rise of Voice Search since the launch of the iPhone

55% of teens use voice search more than once a day

47% of adults use Voice Search more than once a day

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Voice Search is a different experience

In voice search people speak

keywords In textual search, people use

keywords (or more)

210

How we Search 20

ConverseVoice Search

Natural Language

Audience Data

Kia and Search 21

Unique Ways that Kia has Applied the Customer Experience to Search

Click to Text NiroBot

Kia and Search 22

Click to Text

Kia and Search 23

Niro Bot

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Future Vision

2017 is the year of the AI-Powered Bot (IMO)

And beyond 2017...Applying AI and a bot experience to the traditional search engine, taking

Suggestive search from an aggregated audience experience to an individualized 1:1 experience.

Thank You