Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

Keynote - Adobe Symposium ; April 26, 2018

1 628 vues

Publié le

By Shiv | ABG

  • Visit this site: tinyurl.com/sexinarea and find sex in your area for one night)) You can find me on this site too)
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • Sex in your area for one night is there tinyurl.com/hotsexinarea Copy and paste link in your browser to visit a site)
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • Girls for sex are waiting for you https://bit.ly/2TQ8UAY
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • Meetings for sex in your area are there: https://bit.ly/2TQ8UAY
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • Our new dating startup, please rate it. We are sure that its the best site for dating. You can visit our site there: https://bit.ly/2SlcOnO
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici

Keynote - Adobe Symposium ; April 26, 2018

  1. 1. ‘Experience is the Strategy’ April 26, 2018 | ABG | Shiv Adobe Symposium
  2. 2. Structure India data Cx Expectations Summary
  3. 3. India Data Smart Phones Millions Online citizens millions Online spend $ billion Non English search 330 400 40 50% ? 100 650 500 2017 2020 Non Tier 1 cities search 67% ?
  4. 4. Multiplex Nos Single Screen Theatres Retail outlets Mln Car dealerships 2300 6800 15 4600 ? ? 5800 2600 2017 2020 India Data
  5. 5. Online and offline are part of the same consumer experience now.
  6. 6. How important is Cx? • Brazil 89 % • Mexico 88 % • China 87% • Colombia 84% • Argentina 77% • USA 75% • UK 65%
  7. 7. What makes a great CX? • Speed • Convenience • Consistency • Empathy / Human Touch
  8. 8. What makes a terrible CX? 1. Inefficiency 2. Lack of trust 3. Non availability 4. Bad attitude of employees/poor service
  9. 9. Some Home Truths • Consumers have a divine dissatisfaction with Cx • Consumers give us their hard earned money and hence want seamless, great Cx • Technology is not the answer to everything
  10. 10. Consumers want a Hi Tech + Hi Touch experience
  11. 11. Where consumers want more digital 1. Buying a Car 15% Gap between ideal and current 2. Refilling prescriptions 35% Gap 3. Restaurant Ordering 35% 4. Scheduling a Doctor appointment 40% Source: Accenture
  12. 12. 360 degree Video • Car Buying • Home buying • Creche choice • Hospital Choice • Holiday choice • Fitness routine • Durables choice A high digital experience lowers need for offline touch points, hence reducing cost to serve
  13. 13. Omni Experience desired • Problem solution products • Complex products like financial services • DIY products • Confidential/ unmentionables • Personal finance products
  14. 14. Gap in Cx. ! • Airlines 33% • Healthcare 25% • Pharmaceuticals 22% • Retail 21% • Banking 20% Source: Accenture
  15. 15. 30% of consumers stop interacting with brand after one bad experience, 45% drop out after several bad experiences
  16. 16. Voice, Vernacular, Video, and Value are the 4 Vs of a future experience
  17. 17. Future Experiences
  18. 18. Our Challenge Personal data for customization Personal data leads to privacy worries Privacy worries leads to trust issues Trust issues leads to business drop !! That’s a vicious cycle
  19. 19. Summary • Price premium of 7 to 16% for good Cx • Fundamentals are must Dos • Human experience • All generations are the same

×