Squiz
40
Winning in the age of the customer: Transforming Customer Engagement Marc Englaro, Director of Customer Insights, Squiz Australia @Marc_Englaro au.linkedin.com/in/marcenglaro/ [email protected]
Transcript of Squiz
Winning in the age of the customer: Transforming Customer EngagementMarc Englaro, Director of Customer Insights, Squiz Australia @Marc_Englaro au.linkedin.com/in/marcenglaro/ [email protected]
“The future is already here,
3
William Gibson
it's just not very evenly distributed.”
SQUIZ4
THREE TRENDS IN CX
• Contextualisation
• Cross Channel Continuity
• Orchestration
SAM’S STORY WITH SQUIZ-AIR
SAM’S JOURNEY
SAM’S JOURNEY
SAM’S JOURNEY
Hi Sam, Exit Row Special Offer!
SAM’S JOURNEY
Exit row for just £10!
SAM’S JOURNEY
air
SAM’S JOURNEY
SQUIZ12
THREE TRENDS IN CX
• Contextualisation
• Cross Channel Continuity
• Orchestration
UNIVERSITY OF AUSTRALIA
o
30
31
SQUIZ32
THREE TRENDS IN CX
• Contextualisation
• Cross Channel Continuity
• Orchestration
SQUIZ33
CUSTOMER EXPERIENCE PLATFORM
Customer Experience Platform
SQUIZ34
Customer Journey Mapping
PR SEO/SEM Events Marketing Email Website Social Media Sales Team Account Mgt Finance Team Project Mgt Services Team Support Team
Evaluating Negotiating Implementing UsingExperiencing
ProblemsStaying
InformedActively
Researching Shortlisting
Silos are the natural enemy of good customer experience.
36
37
THINGS TO DO
SQUIZ39
THINGS TO DO
• Research your customer journeys
• Evaluate the customer’s experience
• Pick one facet that needs attention
• Set clear objectives and metrics
• Map onto the solution landscape
• Demonstrate results
• Rinse and repeat
THANK YOU
