@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