social business and customer journey management

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