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Transforming the Customer Experience Through Search

Transforming the Customer Experience Through Search

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Page 1: Transforming the Customer Experience Through Search

Transforming the Customer Experience

Through Search

Page 2: Transforming the Customer Experience Through Search

2

Experience is the

New Branding.

Page 3: Transforming the Customer Experience Through Search

Customer experience is the new competitive battlefield

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▪ Everything is an experience now and should be designed accordingly

▪ By 2017, 89% of marketers expect customer experience to be their primary differentiator

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The Complex Customer Journey 5

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ChallengesMoving from a Content Centric to a Customer Centric Organization

6

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CX Leaders Grow Revenue Faster than CX Laggards 7

Delivering an exceptional customer experience drives profit by increasing brand preference,

loyalty and advocacy,

Source: Gartner, 2016

86% of buyers will pay more for a better customer experience.

1% of customers feel that vendors consistently meet their expectations.Source: CEI Survey, 2015

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We have always searched 8

we search has not changed much.

Why

we search hasWhere

Page 9: Transforming the Customer Experience Through Search

We have always searched 9

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We have always searched 10

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We have always searched 11

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We have always searched 12

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We have always searched 13

Knowledge

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We have always searched 14

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we search has changed the most

How

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How we Search 16

Ask

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How we Search 17

Command

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Voice Search

35x Rise of Voice Search since the launch of the iPhone

55% of teens use voice search more than once a day

47% of adults use Voice Search more than once a day

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Voice Search is a different experience

In voice search people speak

keywords In textual search, people use

keywords (or more)

210

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How we Search 20

ConverseVoice Search

Natural Language

Audience Data

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Kia and Search 21

Unique Ways that Kia has Applied the Customer Experience to Search

Click to Text NiroBot

Page 22: Transforming the Customer Experience Through Search

Kia and Search 22

Click to Text

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Kia and Search 23

Niro Bot

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Future Vision

2017 is the year of the AI-Powered Bot (IMO)

And beyond 2017...Applying AI and a bot experience to the traditional search engine, taking

Suggestive search from an aggregated audience experience to an individualized 1:1 experience.

Page 25: Transforming the Customer Experience Through Search

Thank You