Customer 360

An overview
Digital Transformation
Digital transformation is forcing companies to change their business models and adapt to the
new market reality. 56% of consumers have higher expectations for
customer service than a year ago.
CHANGE driven by customer. Customer Journey Strategy
— 2018 State of Global Customer Service, Microsoft
Contextual, relevent content
anytime, anywhere, any format
on device of their choosing

34% of companies believing they’ll fully adopt digital transformation within 12 months or less.
-research from IDC 2019 ( 2/3 of the CEO's of Global 2000 Companies)
47% of companies haven’t started their digital transformation yet – while 59% are worried that it might
already be too late for them. 55% of businesses believe they have less than a year before they
start to suffer financially and lose market share. -State of Digital Business Report 2019

Benefits in highly engaged customers.

• Six times more likely to try a new product or service from their preferred brand
• Four times more likely to have referred your brand to their friends, family and connections
26% increase in
• Two times more likely to make a purchase with their preferred brand
profitability
• Buy 90% more frequently, spend 60% more per purchase, and have 3x the annual value
-A study from MIT
 The New, Digitally Conscious Customer
Data Gathering
• Marketing- website, email, tradeshows etc
Digital technology has transformed consumer habits. • Accounting- billing, receiving, credit reports etc
Mobile devices, apps, machine learning, automation and much more allow customers
• Shipping records to get what they want
almost exactly at the moment they need it. • Sales- CRM, ERP, contact lists etc
• Customer Support- service requests, after sales su
etc
60%-80% of customers who describe themselves satisfied
• Integrated communication and analytics
do not go back to do more business with the company that
creates multiple streams of information, Understand, quantify and
review communication. satisfied them. - Bain & Company 2018
• Meet customers where they are New customer aquisition is 5%- 25% more expensive.
customers are managed as single entities across,prevents the
loss of information, increases the quality of customer service, and -HBR
gives customers quality rewards
• Obtain data from every transaction
Managing every channel for each customer
• Target specific audiance
marketing and retail experiences is free to focus on select target
markets
• Integrate business Pain Points
communication enables integrated customer service, sales, • Operational inefficiency to scale Customer Experience, time-
merchandising, inventory, and enterprise resource planning consuming, Difficulty in data sharing and compiling, eccesive
• Channel communication management costs.
what information customers want from your business in each • Lack of insights due to disparate view of customers, and
channel inability to find higher priority issues.
• Experience and service focused shopping
Benefits
• Personalized Engagement : be sure to have the most recent and accurate information about each
customer available at every touchpoint.
• Seamless Experiences : customer will have a consistent experience regardless of where interaction
happens. For example: customer service need not reconfirm purchase details.
• Customer Insights and Segmentation : By gathering all customer information you will be able to build
more accurate customer behavior models.
• Predictive Analytics and Mapping : Improve forecasts by gathered information from across data silos
to a a Master Record for predicting what a customer might do next. For Example: Map the home and
shopping locations for customers to invite customers to special events or special offers.
THANK YOU