Embed Size (px)
Citation preview
The CX-FactorUnraveling customer experience leadership
1
@milla.eckerdal @st_moritz
What is your context and background?
THE CX FACTO
R -UNRAVELIN
G CUSTOM
ER EXPERIENCE LEADERSH
IP
2
CX Factor Hamburg
10 1.000 10.000
Why Customer Experience?
3
4
The world is more connected and complex than ever.
Customer Experience is the next frontier for differentiation, value creation and growth.
Customers are more connected, smart and demanding than ever
THE CX FACTO
R -UNRAVELIN
G CUSTOM
ER EXPERIENCE LEADERSH
IP
5
Future CXpectations
Source of dominance and differentiation
THE CX FACTO
R -UNRAVELIN
G CUSTOM
ER EXPERIENCE LEADERSH
IP
6
Customer Experience
AGE OF MANUFACTURING
AGE OF DISTRIBUTION
AGE OF INFORMATION
AGE OF CUSTOMER
1900–1960
Mass manufacturing boosts industrial
powerhouses.
Global connections make distribution
key.
Connected PCs benefit those who
control information.
Empowered buyers demand a customer
focus.
1960–1990 1990–2010 2010 – ?
Forrester. Outside In: The Power of Putting Customers at the Center of Your Business
7
89% of companies expect to compete mostly on the basis of customer experience in 2016, versus 36% four years ago.Gartner Research TH
E CX FACTOR -UN
RAVELING CUSTO
MER EXPERIEN
CE LEADERSHIP
89%
8
What is your biggest challenge?
CX – Our journeyCustomer Experience
THE CX FACTO
R -UNRAVELIN
G CUSTOM
ER EXPERIENCE LEADERSH
IP
9
Awakening Understanding the customer Spreading the message Customer Obsession!
We need to be more Customer focused
Together we create a customer obsessed TeliaCustomer Experience
THE CX FACTO
R -UNRAVELIN
G CUSTOM
ER EXPERIENCE LEADERSH
IP
10
Follow up and rewardOffer E2E customer experience
Live and breathe customer 24/7
Listen and act on real customer insight
Customer Obsession
11
Becoming proactive will generate the most profitable customersCustomer Experience
Sweden’s mostsatisfied and loyal
customers!
Work and deliveryis customer driven
within Telia
Create the right conditions for a customer driven
Telia
Exceedexpectationsevery time
Repare poorexperiencesCustomer obsession
common goal in Sweden
Reactive Proactive
12
Start small
Think BIGCollaboration
is keyCombine bottom-up
and top-down
It’s all about real impact(not powerpoint)
Quick wins are great but buckle up for
the long ride
Focus energyby supporting the convinced –
not convincing the supporters…
Six mantras to fuel and spread your passion for customer experience
ReflectionWhat inspired you the most?
How can you leverage this in your organization?
Anything concrete you can do different next week?
@milla.eckerdal @st_moritz
