understand your customers...source: forrester consulting, the total economic impact™ of the...
TRANSCRIPT
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Understand Your Customers
Nick Mollberg - Worldwide Tealeaf
Customer Solutions Professional
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2 2016 IBM Confidential-For Forrester Use Only
To have meaningful engagement you must first understand your customers
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Know each customer in context: Each interaction is meaningful and personalized
who
what
why
=
right offer for this moment
for this activity
in our relationship
when
where
how
=
right communication at the right time
through the right channel
in the right tone
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Customer Analytics
44 of the Internet Retailer Top 100; 7 of the top 10 online retailers
8 of 10 of the Top Bank Holding Companies
9 of the 12 Largest P&C Insurance Companies in North America
10 of 12 of the most booked travel portals
50% of the top US airline carriers
All Major North American Wireless Providers
600+ Customers WW
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Customer Analytics 5
What is good customer Experience? https://www.youtube.com/watch?v=d-WLyWAmGdQ
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© 2015 IBM Corporation
Businesses must understand their customer
88% abandoned cart
75% move to costly channel
63% less likely to repeat with bad
experience
41%
expressed frustration
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Understanding customers requires seeing
their entire journey and connecting the dots
is difficult
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It is not about the portfolio of products It is about the portfolio of customers
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We are not in the coffee business serving people, we are in the people business serving coffee.
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“Automated customer experience management is
a key enabler of the Air France transformation
process.” Luc Behar, Digital Experience and Performance Director
Air France
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© 2015 IBM
Motorcycle Superstore Motorcycle Superstore’s mobile conversion rates are boosted due to increased customers engaging with
mobile devices using IBM Customer Analytics
10% Increase in mobile
conversion rates by
decreasing cart
abandonments 232% ROI by delivering
seamless mobile
journeys
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© 2015 IBM
Octagon Insurance Removes the obstacles that were prevent customers from converting during the online application process -- all
powered by IBM Customer Analytics solutions.
22% 40% Increase in
conversion rates
Reduction in
validation errors 330% Overall ROI
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Dollar Bank Dollar Bank is using IBM Customer Analytics to provide a high level of service to their customers by
having rapid resolution of sticking points in the customer journey.
25S Reduction in
average contact call
center times 30% Fewer call escalations,
increasing customer
satisfaction
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How we deliver value https://www.youtube.com/watch?v=q7uyocygYfI
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Customer Analytics
As-it-Happens Awareness To Eliminate Further
Struggle And Make More Customers Successful
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Real World ROI – Backed by Forrester
SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, August 2013. Report commissioned by Tealeaf.
ROI • 249%
Payback • 7.3
Months
Total Benefits (PV) • $20.9M
Total Costs (PV) • ($6.0M)
Total Net Present Value • $14.9M
Composite Organization Three-Year Risk Adjusted Results (10% Discount Rate)
3.5% • Increased conversion/adoption rate
1% • Increased retention rate
80% • Reduced IT cost – problem discovery
20% • Additional percentage of critical items addressed
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Thank you