dialogkonferansen 2014 - take-aways
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Oplæg af Anders Røddik (Falck) på morgenseminaret "DM INSPIRATION". Afholdt d.18.sept.2014 i Huset MarkedsføringTRANSCRIPT
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Dialogkonferansen 2014
v. Anders Røddik
CRM Projektleder
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Du finder ud af, hvor meget data du vil have
Sallie Burnett – Customer Insight Group 2
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og gør som amerikanerne
Sallie Burnett – Customer Insight Group 3
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Så det var det
Rogier Nelissen - Vodafone 4
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…eller?
Rogier Nelissen - Vodafone 5
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Så…
6 Rogier Nelissen - Vodafone
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Customer Experience Mapping
7
”Customer experience must be intentional”
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…fordi
Tim Wade – Smith+Co 8
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”Don’t boil the ocean!”
Tim Wade – Smith+Co 9
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CRMs kogeplader
Filip Vitek - Sberbank 10
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”The more digital we get, the more human we must be.”
- Gatum Ramdurai, Google Creative Lab
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Hvad driver loyalitet?
Thomas Lykke – Hildebrandt & Brandi 12
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Men ikke for enhver pris…
Rogier Nelissen - Vodafone
13
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Andre kanaler, andre resultater
14 Rogier Nelissen - Vodafone
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”What moves the needle?”
”What gets measured, gets done!”
CEM mantraer
15
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Styrende hypotese for CX optimering
Amanda Bernard – ISITE Design 16
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Forskellige metoder til forskellige kontakter
17
NPS
ACSI
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The why
18 Rogier Nelissen - Vodafone
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Out smart > Out run > Out spend
Filip Vitek - Sberbank 19
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Out smart > Out spend
Filip Vitek - Sberbank
20
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Out smart > Out spend
Filip Vitek - Sberbank 21
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Communication 22