Improve Customer Engagement With An Intelligent Application Strategy
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1) The document discusses how companies can improve customer engagement through an intelligent application strategy. 2) It recommends listening to customers continuously to understand their behavior, sentiments, and context. Companies should then use this information to learn about customer needs and expectations. 3) The strategy involves using analytics on customer data from various touchpoints to identify patterns that maximize customer happiness and conversion rates. Applications should engage customers by speaking to their needs based on these patterns.
Improve Customer Engagement With An Intelligent Application Strategy
- 1. IMPROVE CUSTOMER ENGAGEMENT WITH AN INTELLIGENT APPLICATION STRATEGY Bruno Guicardi President North America
- 2. The World in 2020: an exercise...
- 3. The world in 2020 1) How will technology affect the business? a› The pervasive nature of technology will reduce its ability to be a true differentiator. b› Technology will be central to customer engagement, business differentiation, and agility.
- 4. The world in 2020 2) How will companies architect and deploy their business solutions? a› Enterprise IT will still design, manage, and own their applications and infrastructure. b› external as- a-service providers deliver the bulks of apps , with IT playing the role of orchestrator
- 5. The world in 2020 3) How much influence will technology have on customers? a› Not much. Technology savvy users will flip through services with no special loyalty b› Customers will still value rich experiences with brands and stick with the most convenient and meaningful
- 6. Back to the present...
- 7. the only constant is Your customer is a Peak experiences create ever expectations
- 8. The Doctor Is In (Well, Logged In)
- 9. Where we are today Sourcing strategy Customer Experience ERP Systems Consolidation Biz Alignment Virtualization Services catalog Digital Security Agile Infrastructure Integration SOA Portfolio Mgmt COBIT Service Desk BI Intranet
- 10. "The perpetually connected user: The expectation that any desired information or service is available, on any appropriate device, in context, at a person’s moment of need." -- Forrester Research ciandt.com
- 11. Customer-facing Apps Transaction-based / Backend Apps How different? - Uncertainty! - Scale! - Stability - Predictability
- 12. Traditional approaches can't keep up with the race pace... ... of ever changing technology and customer behavior.
- 13. An intelligent app strategy...
- 14. One user journey: several touch points
- 15. Several touch points: several outcomes
- 16. Another user journey: different touch points
- 17. An intelligent app strategy should: ... and find the patterns that do exist! Listen continuously to your customers. Learn about their behavior, sentiment, history, localization, wishes and context Talk to their needs and expectations and engage! Only then...
- 19. Correlations: - demographics - successful journey steps - bounce steps - outliers
- 20. patterns: opportunities to maximize customer engagement (happiness and conversion)
- 21. What happened? Descriptive Analytics Why did it happen? Diagnostic Analytics What will happen? Predictive Analytics How can we make it happen? Prescriptive Analytics
- 23. What boils down... - Your increasingly demanding customer is a moving target - IT can perform a key role helping the business gain insight in this complex scenario - Stop playing catch up and leapfrog to future now!
- 24. How can we help? >>> 10+ years working on Apps for Customer Engagement for Fortune 50 companies >>> 500+ web properties (desktop and mobile) developed and maintained >>> 350+ people constantly working in engagements worldwide