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Customer Experience Transformation – Getting into Action Strandvägen 7A
Stockholm 2016-09-15
Åke Lind Service Cloud Lead, Sweden & Norway [email protected]
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Customer Experience Transformation – Getting into Action
12:00 – 12:30 Registration & Lunch
12:30 – 13:00 Welcome and introduction Åke Lind, Salesforce
13:00 – 14:00 Getting into Action with Customer Journey Maps & Customer Measures David Hicks, TribeCX Consulting
14:00 – 14:30 Refreshments and networking
14:30 – 15:15 New insights to Customer Experience - How Tobii revolutionized the understanding of human behavior Oskar Fajerson, Daniel Sheffold, Tobii
15:15 – 15:30 Getting into Action – Next steps
A Salesforce Service Leadership Event
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David Hicks CEO and Managing Director Until its recent sale, David was founder and CEO of Mulberry Consulting, the largest international Customer Experience consulting business. He is often retained by some of the world’s largest organizations to advise on customer-centered change in the telco, financial, auto, retail, publishing and technology sectors.
Oskar Fajerson Vice President EMEA, APAC, S.America
Joining Tobii in 2010, Oskar Fajerson is VP of Sales at Tobii Pro and has grown the business successfully each year and a team from 5 to 40 people. Before Tobii, Oskar Fajerson headed up sales in three mid-size companies with successful exits..
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Getting to know the audience – Survey: Hands up 1(5)
1. Who participated in last year’s event event or read the book on “Effortless Experience”?
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Getting to know the audience – Survey: Hands up 2(5)
2. Who agrees that Customer Experience is the most important Differentiator for you company?
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Getting to know the audience – Survey: Hands up 3(5)
3. Who is measuring Customer Experience in your companies today?
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Getting to know the audience – Survey: Hands up 4(5)
4. How do you measure Customer Experience – what are the KPIs you use?
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Getting to know the audience – Survey: Hands up 5(5)
5. Who is planning or already running a Customer Experience transformation program in
your company?
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An Effortless Customer Experience drives business
© 2013 The Corporate Executive Board Company. All Rights Reserved. SEC7385113SYN
THE BUSINESS CASE FOR THE EFFORTLESS EXPERIENCE
Low Effort High Effort
Negative WOM
��
1%
81%Low Effort High Effort
Increased Spend
��
88%
4%
Low Effort High Effort
Repurchase
��
94%
4%
Low-Effort Experience
High-Effort Experience
Overall Disloyalty
��
9%
96%
Source: CEB analysis.Source: CEB Analysis
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of Marketing Leaders expect to compete primarily on the basis of Customer Experience by 2016
Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015
”
89%
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of “Millennials” say they’d rather get their teeth cleaned at the dentist than call a customer
service line
From a recent report by Salesforce, “Crossing the Generational Divide: Providing Customer Service for Today’s Consumers”
34%
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Product Marketing Online Retail Care
Transforming Customer Experience: From Moments to Journeys
Average Customer Experience (Journey)
20% increase in customer satisfaction for companies
that manage the journey across departments
Breaking Down the Silos for Better Customer Experiences
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The Age of the Customer Everything and everyone is connected
Billions of connections
Trillions of customer interactions
Millions Thousands
AI
Social
Mobile
Cloud
Terminal
PC
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Full. Conference passes are sold out!
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16
https://www.salesforce.com/form/event/sflive/df-live.jsp