PowerPoint Presentation

Managing Customer Experience over Digital and Traditional ChannelsEnri BimbashiSimon Kelly

Before we start how many of you are working in Marketing? In Sales? Customer Service? Digital Channels?1

Its All About Customer ExperienceCustomers are increasingly switching providers due to poor customer experience

of the Fortune 500 firms from 2000 no longer exist 52%Source: Ray Wang, Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy

Customer LoyaltyMarketplace Choices

1960 1980 2000 2020

- 50% of the Fortune 500 companies 15 years ago no longer exist This is how customers are choosing providers - These customers are up for grabs Your product is only as good as the customer experience you provide- Customer experience has overtaken price and product as the key brand differentiator

Digitally Born Companies Disrupt all Industries

IoT

DataScience

Social

Mobile

Cloud

of customer data has been analyzed