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Sudha Jamthe keynote at Totally Digital Conf 2014. Covers the 3 I's of Customer Opportunity and 3 S of Organizational Strategy to balance to create the best balanced Customer Experience.
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@sujamthe
Shifting customer needs on the Outside
AND
Competing Organizational and Business Goals on the Inside
A Good Customer Experience balances
Sudha Jamthe (@sujamthe)
Mobile Leader – Operations & Growth @eBay
http://slideshare.com/sujamthe
Maximizing your Return
On
Customer Experience
@sujamthe3
Thanks to @Briansolis
THREE I’s OF CUSTOMER OPPORTUNY
@sujamthe
• Customer Identity• Customer Intent• Customer Intelligence
1: IDENTITY - ALWAYS ON Customer
@sujamtheImage Credit: http://psychologyminute.com/?p=85
1. IDENTITY – Open to share location
@sujamthe
2. INTENT - SPLIT MULTISCREEN & MULTICHANNEL
@sujamtheSource: Google/IPSOS Research Data
45 55 65 75 85 95 1050
10
20
30
40
50
60
70
80
90
100
device dominance
ios
android
windows
mac_os_x
% of sessions on dominant device
p
@sujamthe
3. INTELLIGENCE – BEHAVIORAL SHIFTS MULTISCREEN & MULTICHANNEL
@sujamthe
3. INTELLIGENCE – BEHAVIORAL SHIFTS WITH IOT
THREE S OF ORGANIZATIONAL TENSION
@sujamthe
• Digital Strategy• Product Strategy• Business Strategy
Balance Innovative Roadmap with Growth & Market Changes
@sujamthe
InnovationAdapt to market
Benchmark to market
Align Business metrics to
drivers
Questions?
@sujamthe
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