Upload
mark-tamis
View
109
Download
0
Tags:
Embed Size (px)
DESCRIPTION
My presentation at the 2014 Social Business Forum in Milan. Event tracking for dynamic customer journey mapping to idntify touchpoints where businesses can improve customer experience and flow.
Citation preview
linkedin.com/in/marktamis
@marktamis
Mark TamisTouchFlowsManaging Partner
Social Businessand
Customer Journey Management
Stimulus
Touchpoint
Experience
Moments of Truth
CommunicationsRevolution
Connected Anywhere,Anytime
An Interconnected World
Source :E&Y Consumers on board, June 2014
Digital Influence
Experience Lifecycle
Customer Journey Mapping
Service-Design logic is driven by an innate purpose ofdoing something for and with another party,and is thus customer-centric and customer responsive
Reduce Frictions in the Customer Flow
MakingCustomer JourneysSuccessful
Touchpoints
NudgeImprovement
Moving Beyond Contact and Transactional Data
Rich Profiles ThroughBig Data and Social Media Interaction
Monitor, Capture, Sollicit Feedback,Analyze
WebsiteSession
WebsiteSession
WebsiteSession
Call CenterQuestion
Loyalty CardPromo Email
Loyalty CardSign Up
Major Product Purchase in Store
Store all the detail, in time order
Capture Events
filter customer journeystime
customer journeysalignrelative timetime
before after
Use Context and Behaviour Patterns toAnticipate Expectations
Optimize for Business Outcomes
Get The Big Picture!
Touchpoint & MappingExperience Analysis are your Journey GPS
What Impact on the Organisation?
Why DoesDigital TransformationSeem MainlyInternally Focused?
Source PwC: The Cloud you don’t know
Journey Mappinghelps youFocus
Breaking Down Silos
Goals Objectives
KPI Metrics
Target
How It Fits TogetherIn Social Business
Source : HBR Putting the Service-Profit Chain to Work
Business &CustomerIntelligence Value
Proposition
Capabilities Customerand
Business Outcomes
Business Vision and
StrategyPortfolio
Service
Feedback & analysis
Capabilities and Collaboration
LinkingCustomer Journeys and Social Business
linkedin.com/in/marktamis
@marktamis
TouchFlows64 rue Anatole France92300 Levallois PerretFrance
Mark TamisManaging Partner