Upload
vivian-curtis
View
213
Download
0
Embed Size (px)
Citation preview
The Science Of Customer Experience – The Big Data
Opportunity
4th Enhancing Customer Experience, Loyalty & Retention in Telecom
4th to 5th August 2014Johannesburg, South Africa
Customer is King…..
Science of Customer Experience
• Customer experience is the sum of all experiences a
customer has with a supplier of goods and / or services, over
the duration of their relationship with that supplier. This can
include awareness, discovery, attraction, interaction, purchase,
use, cultivation and advocacy (wikipedia)
• Science (from Latin scientia, meaning ‘knowledge’) is a
systematic enterprise that builds and organises knowledge in
the form of testable explanations and predictions about the
universe (wikipedia)
• Big Data + Customer Insight is therefore the ‘science’
required as the basis for any Customer Experience Strategy
The Telco Customer Experience Challenge
• Shifting business emphasis to identifying,
acquiring & retaining profitabe customers with a
longer tenure
• Moving from a focus on products and become
more customer centric
Four Pillars of a Customer Centric Telco: Select, Acquire, Retain, Grow
Using Advanced Customer Data Analytics to Create a Customer Centric Business • MUST acquire an accurate & comprehensive understanding of
each element of the Customer Value Chain
• Insights produced by ACDA provide accurate, actionable answers to the key questions that arise from the shift
Achieving Big Data Insights through Advanced Customer Data Analytics (ACDA)
• Maximise revenue
• Determine optimal revenue opportunities
• Adjust service levels
• Improve results of marketing campaigns
• Product positioning based on actual purchasing patterns
• Devise more effective cross selling & upselling strategies
• Adapt incentves & products according to changes in behaviour and usage in customers Life Stage
• Develop predictive early warning mechanisms to reduce churn and determine cost of churn
• Determine lifetime value of every customer
Gatorade: Mission Control…..
In Closing…..
• Big Data provides the perfect platform to
provide telcos with the foundation for any
Customer Experience Management
Strategy
• Big Data without insight is still Big Data
• Science of CEX is all about the insight
Customer is a human being after all…
Questions ?
• Contact details:– Megan Ashman– [email protected]– Cell: +27832225006– www.baobabinternational.com