#monetatesummit

Elaine Rubin, President & Chief Prophet, Digital Prophets Network

Customer Experience OptimizationTarget and personalize to make every customer experience a

relevant one

Elaine Rubin President, Digital Prophets Network (DPN)

• Board member, Moosejaw.com, Monetate, Hilco Retail Advisor • Founder, Shop.org & current Think Tank participant • Formerly Amazon Services, 1800flowers.com, iVillage

search

advertising social networks

retail

mobile

affiliateemail

magazines / printTV

PR / buzz

social / WOM

promotions

displaymobile

directories

ecommerceCall center

tabletmobile

TVstores

phone

marketplaces amazon google facebook blogs

product editorial photography

video

blogs

youtube

pinterest

twitterfacebook

instagram

flickr

mobile

advertisingapps

smsphone

tablet

content

ecommerce

blogs

websites

tablet

marketplace

microsites

Industry Catch Up• Convergence: devices, access to information

• Omni channel convergence: customer experience through brands, stores, web, mobile, TV

• Data collection, limited analysis, no action

• Retailers & brands are playing catch up with technology & consumer rapidly changing behavior

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The Challenge

• Disconnected Customer Experiences

• Our businesses do not match the needs of the customer

• Change - Re engineer how we organize & serve

The latest trend (circa 1995)

• Know your customer – understand them –Revamp/ introduction of Voice of Customer programs –Customer journey mapping –Analysis

• Talk their language, be relevant –Message, offer –Timing –Location, Channel

Winning @ Customer Experience

• Relevant: It reflects the customer’s circumstances and affinities.

• Valuable: It delivers what the customer wants or needs.

• Authentic: It makes the customer better off (while avoiding trickery).

• Timely: It’s delivered at the right time, not necessarily in real time.

The Outlook

• True customer centricity – customer insights & behavior – Impacting company structure, performance, decisions

• Chief Customer Officer • Customer Experience Management