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Transforming the Customer Experience
Through Search
2
Experience is the
New Branding.
Customer experience is the new competitive battlefield
4
▪ Everything is an experience now and should be designed accordingly
▪ By 2017, 89% of marketers expect customer experience to be their primary differentiator
The Complex Customer Journey 5
ChallengesMoving from a Content Centric to a Customer Centric Organization
6
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
We have always searched 8
we search has not changed much.
Why
we search hasWhere
We have always searched 9
We have always searched 10
We have always searched 11
We have always searched 12
We have always searched 13
Knowledge
We have always searched 14
15
we search has changed the most
How
How we Search 16
Ask
How we Search 17
Command
18
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
19
Voice Search is a different experience
In voice search people speak
keywords In textual search, people use
keywords (or more)
210
How we Search 20
ConverseVoice Search
Natural Language
Audience Data
Kia and Search 21
Unique Ways that Kia has Applied the Customer Experience to Search
Click to Text NiroBot
Kia and Search 22
Click to Text
Kia and Search 23
Niro Bot
24
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.
Thank You