Customer Experience and Mapping Your Digital Journey

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The Customer Experience and Mapping Your Digital Journey

Mapping your digital journey and learning how to adapt to the new digitally transformed society

and mobile world is key to future success

Insurance Agents & Brokers serving Pa., Md. and Del.

October 27, 2015

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Senior Vice President Aartrijk

Rick MorganHighlight:Being named to Insurance Newscast’s 100 Most Powerful People in the Insurance Industry – North America.

Independent Agency PrincipalSilver Plume Applied Systems Agents Council for Technology

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The Customer Journey

Meaningful and shared experiences vs. product and services

• Discover• Evaluate• Buy• Experience• Renew or Leave• Advocate

5Image credit Close.io

Discover

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Evaluate

Image credit MCR Software

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Buy

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Experience

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Renew or Leave

Image credit Gainsite

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Advocate

Image credit Vanilla

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Trends

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Trends

• Social Culture• Connected Society• Mobile• Diversity• Big Data – BI• Changing Nature of Risk• Privacy - Security

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Social Culture/Digital Transformation

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Connected Society

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Mobile

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Diversity

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Big Data - BI

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Changing Nature of Risk

24https://www.youtube.com/watch?v=CqSDWoAhvLU

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Privacy and Security

Become a Digital Business

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Neither do men put new wine into old bottles: else the bottles break, and the wine runneth out, and the bottles perish: but they put new wine into new bottles, and both are preserved. – Matthew 9:17

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Do you have a Map?

Who Are You?

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The Power of You

"Regardless of age, regardless of position, regardless of the business we happen to be in, all of us need to understand the importance of branding. We are CEOs of our own companies: Me Inc. To be in business today, our most important job is to be head marketer for the brand called You." –Tom Peters

Trust Employees

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It’s a Team Effort

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Know Your Audience

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Monitor & Measure

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Policing Social Media

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Start

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Channel Strategy

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Summary

• The Customer Journey is the Context• Disruptive Technology and Digital

Transformation• Learning to Adapt• Digital Marketing and a Channel Strategy

Rick Morganhttps://www.facebook.com/rickmorganconsultinghttp://twitter.com/rickjmivhttps://www.linkedin.com/rickjmiv