The changing rules of customer engagement
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Transcript of The changing rules of customer engagement
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DEPTH MAKES A DIFFERENCE
The Changing Rules of Customer Engagement
Rapidly Evolving Digital Ecosystem
Customer Engagement – Reflecting
Digital Transformation & Consumerization
Customer Engagement - New Rules
Adaptation Strategy
Architecting for Digital Transformation
CONTENTS
Rapidly Evolving Digital Ecosystem
Beyond pockets to Cars, Homes, Factories & Sports!
Mobile Usage Hits 1b in Ten Years
Mobility – Catalyst For Social, Analytics & Internet
Digital Generation Crave Content, Connection &
Meaningful Engagement
Mobility
Reflecting
Organizational Silos
Lack of a single “Record of Truth”
Disjointed Decisions
Incoherent Engagement across touch points
Legacy Customer Engagement
Organisation
Service
Loyalty
Marketing
Sales
Digital Transformation
Mobile Device Explosion
Emergence of the Cloud
Maturity of Social Networks
Democratization of Data
What Has Changed?
New Rules of Customer Engagement
New Paths to Purchase
Relevance Please!
Recognize Your Customer
Employees & Partners
Are Consumers too
New Rules
Gearing up to play by the new rules…
Mobility Strategy
Integration Strategy
Analytics Strategy
E-Commerce Strategy
Security & Compliance Strategy
Unification of Data
Holistic Approach to Customer Engagement
Unified Data Analysis Platform
Customer Analytics
Marketing Analytics
Merchandising &
Planning
In Store Operations Analytics
Supply Chain
Analytics
Predictive Analytics
Operational Analytics
Social Media
Analytics
MIS, Dashboards
& Scorecards
Adaptation
Anticipate
Travel - Depart
Travel - Arrive
In Resort
Relax
Travel - Depart
Travel - Arrive
Feedback, Share & Re-engage
Search & Plan
Shortlist & Share
Book
Inspire & Dream
Architecting for Digital Transformation
Front/Mid/Back Office
MobileE-commerce
Analytics
B2C B2B
Services
StoresCRM
Social
Website
Performance
PersonalisationEngine
RecommendationsEngine
ResponsiveDesign
Digital Marketing
Integration
Content
Security Compliance
@KonradEmpacheruk.linkedin.com/in/konrade
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DEPTH MAKES A DIFFERENCE
Thank You!Konrad Empacher
Business Development DirectorSonata Software Limited
