Get closer to your customers

  • Published on
    18-Dec-2014

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DESCRIPTION

Learn how you can leverage your data to know your customers better, in real time, to better engage them. Presenter: Steven Noels, CTO of NGDATA

Transcript

  • 1. Get Closer to your Customers Turn your data into valuable interactions that your customers expect!
  • 2. 2 Copyright 2014. Conden4al Distribu4on prohibited without permission Connec/ng with the Customer Preferences Ani4es Context Behavior
  • 3. 3 Copyright 2014. Conden4al Distribu4on prohibited without permission Customer Experience Customer spamming is doing more damage than good Company & Customer Ac1vity Customer CRM Systems Customer Web & Mobile Customer Channel Campaigns Customer Service Desk Social Data Website & online apps Mobile App Server Mail SMS Print Broadcast Oers direct mail ATM web Agent, IVR email mobile chat Relevance? Awareness? Value? Timing? Clarity?
  • 4. 4 Copyright 2014. Conden4al Distribu4on prohibited without permission direct mail ATM web Agent, IVR email mobile chat The Personaliza/on Customer Experience I have a customer what does that customer value most? Customer Service Desk Customer Web & Mobile Customer Channel Campaigns Social Data Company & Customer Ac4vity Customer CRM Systems Mail SMS Broadcast Print Mobile App Server Customer website & online apps
  • 5. 5 Copyright 2014. Conden4al Distribu4on prohibited without permission I have a customer - what are the top 3 products he is likely to buy? Answering the Tough Ques/ons Which top hundred customers are likely to buy my product X today? What is the best channel to connect with my customer, and when? Can I turn around my most valuable poten1al churners?
  • 6. 6 Copyright 2014. Conden4al Distribu4on prohibited without permission Overcome Analysis Paralysis Proac4vely Engage with Customers Cope with plethora of data
  • 7. 7 Copyright 2014. Conden4al Distribu4on prohibited without permission
  • 8. 8 Copyright 2014. Conden4al Distribu4on prohibited without permission GeIng to Know Your Customer From siloed channel interac4ons into ONE customer DNA Listen Learn Customer DNA Standardized, Ac/onable Metrics Single View of the Customer Channel all sources of customer interac/ons into one data model CRM and Demographic Debit & Credit Card Transac4ons Online Data Loca4on Wallet Informa4on IVR data Call Data
  • 9. 9 Copyright 2014. Conden4al Distribu4on prohibited without permission Listen is about Interac/ons Interac4ons are behavior Connect data silos Unify & augment interac4ons
  • 10. 10 Copyright 2014. Conden4al Distribu4on prohibited without permission Augmented
  • 11. 11 Copyright 2014. Conden4al Distribu4on prohibited without permission Learn is about Metrics & DNA Iden4ed, standard, comparable Metrics Based on Interac4ons
  • 12. 12 Copyright 2014. Conden4al Distribu4on prohibited without permission Learn is about Preferences & Ani/es Interac4on-based Preference Learning on Products & Categories Anity Scores for longer-term proling
  • 13. 13 Copyright 2014. Conden4al Distribu4on prohibited without permission Empower End-Users to work with Customer DNA
  • 14. 14 Copyright 2014. Conden4al Distribu4on prohibited without permission Organize Metrics along ac4vity-based categories Common, industry & custom DNA
  • 15. 15 Copyright 2014. Conden4al Distribu4on prohibited without permission Beyond metrics: trend & accelera4on
  • 16. 16 Copyright 2014. Conden4al Distribu4on prohibited without permission Execute Event marke4ng with ac4onable customer-level data
  • 17. 17 Copyright 2014. Conden4al Distribu4on prohibited without permission Dynamic, metric-based segmenta4on & tracking Build Target Groups
  • 18. 18 Copyright 2014. Conden4al Distribu4on prohibited without permission Alerts for keeping track of key opportuni4es (or impediments) Go from campaign-based to event marke4ng
  • 19. 19 Copyright 2014. Conden4al Distribu4on prohibited without permission ? ? ? Website Real Time Oer Personaliza/on Determine oer eligibility from: Joes product preferences Joes DNA (Interests, lifecycle, ac4vity,...) Calls to Lilly with content: Customer info. Context info. Session data
  • 20. 20 Copyright 2014. Conden4al Distribu4on prohibited without permission ? ? ? Website Real Time Oer Personaliza/on
  • 21. 21 Copyright 2014. Conden4al Distribu4on prohibited without permission Lily Enterprise - Value Analy/cs Transac/ons Strategic Machine Learning Bigger is Beher Current BI Solu4ons Prescrip4ve Customer DNA Results-Driven Genius of AND Maximize Architecture Objec4vity Governance
  • 22. 22 Copyright 2014. Conden4al Distribu4on prohibited without permission Experience the Dierence with Lily Listen Bigger. VOLUME Learn Faster. SPEED Execute Smarter. ANSWERS Volumes of Data Availability Questions Answered Start working with Lily to discover results from Day 1 Zettabytes Exabytes Petabytes Terabytes Gigabytes Seconds Minutes Hours Days Weeks Unknown Unknowns Known Unknowns Known Knowns DW/BI DW/BI DW/BI
  • 23. 23 Copyright 2014. Conden4al Distribu4on prohibited without permission