My presentation from BARE's Customer Experience Event 2018. Its a short overview of customer experience and business intelligence trends.

1. BARE International | Solutions

2. …customer’s decision journey.
In the digital word....
Research
Decisions
Informations
Purchase
Experience

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THE TIME HAS COME TO ACT

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1. A LOT OF SMALL DATA = BIG DATA

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HOW TO COLLECT DATA?
FROM
YOUR CUSTOMERS
• EMPOWER CUSTOMER
FACING EMPLOYEES
• SMALL ONLINE SURVEYS
• PHONE CALLS
• FOCUS GROUP INTERVIEWS
• CUSTOMER SATISFACTION
SURVEYS
• INTERCEPT INTERVIEWS
50%
FROM A
3RD PARTY PROVIDER
30%
• MYSTERY VISITS
• EXIT INTERVIEWS
• BRAND AUDITS
• VOICE OF CUSTOMER
VIDEOS
FROM
ONLINE MONITORING
20%
• WEBSITE ANALYTIC TOOLS
• SOCIAL MEDIA MONITORING
• ONLINE LISTENING

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EXAMPLES OF THE METHODS
ONLINE LISTENING TOOLS &
REPUTATION MANAGEMENT
VOICE OF CUSTOMER
VIDEO
CSAT SURVEY

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WHERE TO USE THE DATA?
DATA
HR SIDE
 PERFORMANCE
MANAGEMENT
 MOTIVATION
SALES SIDE
 INCREASE BASKET SIZE
 MAXIMISE
CONVERSION
 PREVENT CHURN
PRODUCT SIDE
 PRODUCT IMPOVEMENT
 NEW PRODUCT LAUNCH
MARKETING SIDE
 MARKET IDENTIFICATION
 TESTIMONIALS
 CUSTOMER ADVOCACY

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2. MINORITY REPORT BECOMES MAJORITY

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„by 2020, 51% of
consumers expect
companies to go
even one step
further and
anticipate their
needs to make
relevant suggestions
before they make
contact”*
HOW TO PERSONALISE?
BUILT UP YOUR OMNI-
CHANNEL
PRESENCE
*Source: Market report: Customer experience predictions for 2018
SEGMENT YOUR
CUSTOMERS
CREATE PERSONAS

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3. AI IS MORE „I” THAN ANYONE ELSE

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„The biggest
conundrum for
customer experience
at the moment is
finding the right
balance between live
agents and AI.”*
CREATE A HYBRID WORKFORCE
*Source: Market report: Customer experience predictions for 2018
START TO EXPERIMENT
WITH CHATBOTS
TRANSFORM YOUR
COMPANY CULTURE

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THANK YOU!