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It Takes a Village to Think Like the Customer: How Jawbone Aligns Its Teams, Processes, and Data to Build a Personalized Customer Journey
Shanthi Rajagopalan Jawbone, Sr. Director Customer Experience
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OUR PRODUCTS
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OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams Working Together
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DISCONNECTED EXPERIENCES
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BREAKING DOWN SILOS
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COORDINATED AND ORCHESTRATED
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OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams working together
1 2 3 2
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TOOLS
VISUALIZE MULTI-‐CHANNEL JOURNEYS
MASTER CUSTOMER RECORD
SEGMENTATION & TARGETING
CONTENT & CREATIVE AUTHORING & APPROVAL
MEASUREMENT & ANALYSIS
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DATA
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OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams Working Together
1 2 3 3
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WORKING TOGETHER
JOURNEYS TEAM STRATEGY
BUSINESS PROCESS TOOL EXPERTISE
PROJECT MANAGEMENT
PRODUCT MARKETING ECOMM CARE PARTNERS
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TAKE AWAYS
Take the customers’ perspective
Make experience
disconnects feel real for the organization
Identify the data you need early
Get everyone using the
same tool/platform
Help teams work across organizational silos
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Questions?