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Improving Customer Experience
using Analytics Kevin Anderson, ING Netherlands
Webtrekk User Conference, 29 May 2015, Berlin
Talking about … caravans
3
Country Caravans Per 1.000
inhabitants
1 Germany 880.000 10,9
2 France 845.000 13,0
3 Great Britain 525.000 8,6
4 Netherlands 462.000 28,2
5 Spain 330.000 7,4
6 Sweden 279.500 30,7
7 Denmark 141.000 26,1
8 Norway 80.000 15,7
9 Finland 67.500 12,7
10 Belgium 65.000 6,2
data: European Caravan Federation, 2013
High speed internet access
4
Country % Above
10 Mbps
1. South Korea 79%
2. Hong Kong 60%
3. Switzerland 56%
4. Japan 56%
5. Netherlands 56%
6. Romania 55%
7. Sweden 47%
8. Latvia 46%
9. Bulgaria 45%
10. Denmark 44%
GLOBAL 24%
data: Akamai’s State of the Internet Q4 2014
Internet banking penetration high
5
83%
91%
49%
data: Eurostat ‘Individuals using the internet for internet banking’ - updated 22 May 2015
Mobile phone penetration from 1% to 73% … and 40% is a smartphone
7 source: Mary Meeker Internet Trends 2015 www.kpcb.com/internet-trends
9
https://www.youtube.com/watch?v=0u0RQk2Z1-o
Click!
13
http://vimeo.com/108232425
Click!
How do you measure that?
16
best possible experience
across all customer contacts
CES
Customer Effort Score
NPS
Net Promotor Score
18
Ingrid
Uitendaal
Joël de
Haan
Kevin
Anderson
Maarten
Schavemaker
Maaike
Plieger
Martijn
Visser
Win Yan
Man
Team Digital Intelligence
Tooling working together
Ta
gm
an
ag
em
en
t
Personalised content
Next Best Action
Optimize
Experiment
Analyse
Result: high Net Promotor Score
26
-50%
-45%
-40%
-35%
-30%
-25%
-20%
-15%
-10%
-5%
0%
website online banking mobile banking
NPS cijfers Zakelijk december 2013
NPS cijfers Particulier december 2014
29
https://www.youtube.com/watch?v=Qa6s1fqYdEI
Click!