Customer e Citizen Experience per lo sviluppo di imprese e territori - SAS Italy
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SAS Italy - Parlare di Customer Experience sta diventando limitante. Ciò che vivono i consumatori è un’esperienza aumentata all’interno di un viaggio completo dove conta ogni singolo touchpoint. In questa presentazione del Road to Capri 2017, scopri come, grazie all'approccio sperimentale di Open Innovation, SAS aiuta le organizzazioni a costruire una "Hyper Customer Journey” e a hyper-profilare i clienti.
![Copyright © SAS Institute Inc. All rights reserved.
« Customer experience
is the way customers perceive their
interactions with the company »
[Outside In. H.Manning, K.Bodyne. 2012, Forrester Research]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Customer e Citizen Experience per lo sviluppo di imprese e territori - SAS Italy
- 1. Copyright © SAS Institute Inc. All rights reserved. Customer e Citizen Experience per lo sviluppo di imprese e territori Federico Aguggini - Innovation Consultant SAS Road to Capri - 12th July 2017
- 2. Copyright © SAS Institute Inc. All rights reserved. « Customer experience is the way customers perceive their interactions with the company » [Outside In. H.Manning, K.Bodyne. 2012, Forrester Research]
- 3. Copyright © SAS Institute Inc. All rights reserved.
- 4. Copyright © SAS Institute Inc. All rights reserved. We need to find it, Extract it, refine it, Distribute it and monetize it (D.Buckingham) Data is the new oil and analytics the combustion engine
- 5. Copyright © SAS Institute Inc. All rights reserved. « Open innovation is the use of purposive inflows and outflows of knowledge to accelerate internal innovation, and expand the markets for external use of innovation, respectively. » [Henry Chesbrough, 2006]
- 6. Copyright © SAS Institute Inc. All rights reserved. La sua giornata si articola tra bisogni, desideri, problemi, progetti, impegni, ostacoli, passioni Insegnante Sportiva Mamma Lettrice Cittadina Figlia Viaggiatrice Amica Socia Consumatrice Paziente Sostenitrice Paziente …ma è anche Alessandra è una donna di 41 anni residente a Roma.
- 7. Copyright © SAS Institute Inc. All rights reserved.
- 8. Copyright © SAS Institute Inc. All rights reserved. « Touchpoints matter, but it’s the full journey that really counts. » (Alex Rawson 2013, Harward Business review)
- 9. Copyright © SAS Institute Inc. All rights reserved.
- 10. Copyright © SAS Institute Inc. All rights reserved. HYPER CUSTOMER JOURNEY
- 11. Copyright © SAS Institute Inc. All rights reserved. BIG DATA VOLUME VELOCITY VARIABILITY PEOPLE (*) THINGS ENVIRONMENT IoT MOBILE MEDIA ► SKILLS: STATISTICS ► TECH: ANALYTICS ► ORG: PLATFORM UPSTREAM ANALYTICS EDGE ANALYTICS DATA FUSION
- 12. Copyright © SAS Institute Inc. All rights reserved. Offer for you! Veg food for you! One2One contextual business
- 13. Copyright © SAS Institute Inc. All rights reserved. BENEFITS - VALUE
- 14. Copyright © SAS Institute Inc. All rights reserved. INCREASED SALES IMPROVED EXPERIENCE REDUCED CHURN REDUCED COST NEW P/S DEVELOPMENT DATA MONETIZATION VALUE & BENEFITS
- 15. Copyright © SAS Institute Inc. All rights reserved. LAB APPROACH ► Wealth of data ► No focus on use cases ► «Start Small» approach PLATFORM ► Wealth of data ► Clear focus on use cases ► «Big picture» approach PLATFORM + LAB ► «Big picture» approach ► Wealth of data ► Innovation driven business THE ROADMAP
- 16. Copyright © SAS Institute Inc. All rights reserved. THE SAS OPEN INNOVATION ECOSYSTEM
- 17. sas.com Copyright © SAS Institute Inc. All rights reserved. Federico Aguggini – Innovation Consultant, SAS Thanks! Federico.Aguggini@sas.com @federicoaguggini @Fede_Aguggini
Notes de l'éditeur
- 17