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The data driven customer experienceBuilding Blocks
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The data driven customer experience
Different consumers, different expectations
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The data driven customer experience
Different consumers, different expectations
Availability of information Born digital Different Drivers
▪ Always available
▪ Different sources can help me
▪ Reviewed by peers to create thrust
▪ Paperwork?
▪ Everything from one device – mobile
▪ Everything connected
▪ To be or not to be – self determining
▪ Security
▪ privacy
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The data driven customer experience
Ability to change will be the gamechanger
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The data driven customer experience
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The data driven customer experience
Become customer centric. Again!
Know context Understand behavior
Predict possibilities Time the message
Be trustworthy over time
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The data driven customer experience
Therefore, a shift of business focus is needed
Product centric“What do I want to sell?”
‘What do I offer?’Push strategy
Customer centric“What does my customer need?”
‘what should I offer?’Pull strategy
Risk
Pricing
Actuarial
Loyalty
Competitor
Pricing
Marketing
Fraud
Service
Claim handling
Promotion
Loyalty Risk FraudCompetition
Pricing Service
Customer journey
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The data driven customer experience
Examples: Retail
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The data driven customer experience
Examples: Insurance
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The data driven customer experience
Examples: Travel
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The data driven customer experience
sa
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The data driven customer experience
Is it so different?
Add context Controllable by the consumer
Stay within a moral framework
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The data driven customer experience
Start doing this yourself
Powerpoint is not the endpoint
Broad perspective Small project Production
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The data driven customer experience
Start doing this yourself
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Sint Josephstraat 1395017 GG Tilburg
www.building-blocks.nl
Come visit us...
The data driven customer experience
Questions?
Barbara Strozzilaan 1011083 HN Amsterdam
Stand 10
And check our new website!
