Winning hearts with data driven services
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This document discusses how data-driven digital services can win customers' hearts by maximizing their emotional rewards and saving their time. It explains that personalization provides customers the most desired content, directly optimizing emotional reward while also minimizing effort through easier navigation and search. This maximizes customers' reward-to-effort ratio and creates addictive user experiences that attract more users who spend more time, maximizing a business's total value. Data science and personalization will be inseparable from digital services and business success in the future.
Winning hearts with data driven services
- 1. Winning Hearts with Data-Driven Services How to use data to create digital services people love?
- 2. We create digital services for people to love. We drive business impact. We are ambitious. And we want to craft the leading digital services that help our customers to reshape their industries and this age. Data plays big part in this mission. Meet Futurice
- 3. We provide digital services for a wide range of companies
- 4. From this perspective it’s easy to see the data-driven transformation that will change many industries
- 5. // CONSIDER THE SOLVER
- 6. We created a tool for transforming emails into knowledge and upon it ‘the Solver’ service, which solves your problem in the instant it recognizes it. The work was done for ABB and a large operator. People want instant solutions. Providing them could save yearly tens of millions euros in email/call handling.
- 7. // CONSIDER SANOMA FLOU
- 8. Sanoma Flou aggregates dozens of magazines and newspapers. Its personalized ‘Sinulle’ view provides 3-4 times more interesting content compared to the traditional time based sort. There’s so much compelling content, it’s difficult to stop reading.
- 9. // LET’S DIG DEEPER INTO WHAT PERSONALIZATION MEANS FOR BUSINESS
- 10. // SO, WHAT DOES THE PERSONALIZATION MEAN?
- 12. // WHY PROVIDING WHAT YOUR CUSTOMERS DESIRE IS SO IMPORTANT?
- 13. // WELL, THE CUSTOMER DESIRES ARE THE REASON COMPANIES EXIST
- 14. Customer desires define the value of a service. The value is what the customers pay for. You can exchange greater value for more demand or better price. Customer Company € Value
- 15. // YOUR SUCCESS IN DELIVERING VALUE DETERMINES YOUR SUCCESS IN BUSINESS
- 16. // WHAT DO YOU MEAN WITH THIS ‘VALUE’?
- 17. People try to maximize the emotional rewards they reach with their limited time. To reach this goal, you must maximize reward / time ratio in everything you do. This drives the customer behavior. User World Time Reward
- 18. So you can win your customers’ hearts… …by maximizing their emotional rewards… …and… …by saving their precious time!
- 19. // HOW PERSONALIZATION MAXIMIZES THE EMOTIONAL REWARDS?
- 20. Personalization provides you the content you most love. Personalization optimizes emotional reward directly. The Ideal News Site: News You Desire to Read News You Must Read News You Have to Read …
- 21. // HOW PERSONALIZATION MINIMIZES SPENT TIME?
- 22. Personalization makes effort-side optimization easy. It minimizes navigation, scrolling, and searching. If you can save half of the effort, you can double your customers reward/effort ratio The Ideal Web Store: (Now with 1 product) The Product You Want Buy
- 23. // BUT WHAT DOES IT ALL MEAN FOR BUSINESS?
- 24. Maximized reward / Minimized effort = Maximized reward / effort = Addictive UX
- 25. Addictive UX helps you attract maximized user base to spent maximized amount of time in your service
- 26. Maximized value/time * Maximized time/user * Maximized users = Maximized total value
- 27. Maximized total value means maximized business Customer Company € Value
- 28. // PERSONALIZATION WILL BE AN INSEPARABLE PART OF DIGITAL SERVICES AND BUSINESS
- 29. // ARE THE OTHER WAYS TO WIN HEARTS WITH DATA DRIVEN SERVICES?
- 30. Few concepts, we could easily deliver Turns emails, customer service stories or discussions into an exhaustive knowledge base. KNOWLEDG E MINER SOLVER VALUATION SUITE PREFEREN CE ENGINE DIAGNOSTI C SUITE The solver finds the answer real- time, once it recognizes the problem. A tool that optimizes, visualizes and explains both the price and the selling time. Models user preferences with available data and uses this understanding to personalize the service. A tool that helps medical professionals in diagnosing conditions and automatically detecting people in high risk. PREDICTIV E INTERFACE S UI that minimizes the customer’s effort with mathematical certainty. Business impact: Better customer experience. Most support in online. Business impact: Better and more efficient customer service. Business impact: Optimized revenue for seller or real estate agents. Business impact: Greatly improved customer experience. Business impact: Saved lives and saved costs. Business impact: Greatly optimized customer experience
- 31. // WHAT THIS ALL MEANS?
- 32. // DATA SCIENCE WILL BE AN INSEPARABLE PART OF DIGITAL SERVICES AND BUSINESS