ANJA HOFFMANN · WWW.SENTIOLAB.COM · @ANJAHOFFMANN !

DATA-DRIVEN!

NEW BUSINESS MODELS, PRODUCTS, AND SERVICE EXPERIENCES!

INNOVATION:!

LOTS OF BUZZ AROUND ’BIG DATA’, BUT WE ARE STILL AT THE EARLY STAGES!

SO COMPLICATED, YET SO SIMPLE…!!

DATA!

3! EVERY CEO/CMO/CIO OUGHT TO ASK ABOUT!

QUESTIONS!

1! SHOULD DATA PLAY IN OUR BUSINESS?!

WHAT ROLE!

2! Transform analytics into action?!

How will we !

3!…!

WHAT IF!

SOURCE: MAKINGDATAMEANINGFUL.COM!

WHAT IS THIS?!!

THE INTERNET TODAY!

BIG DATA!

Sensors!

Social Media!

Internet of

things!

Trans-actions!

Public Data!

D!A!T!A!

S!O!U!R!S!E!s!

Structured Data to All

Data!

Internet of Things!

Relation to Correlation !

M2M – M2H!

NEW INSIGHTS!

DIY ANALYTICS!

TRENDS!

DATA IN ‘THE EXPERIENCE ECONOMY’!

“ARE THERE OTHER WAYS THAT ALGORITHM-BASED SERVICES COULD PREDICT THE RISE AND FALL OF NICHE OR OBSCURE INDUSTRIES?”!

#SEARCH!

#LOVE!

NIKE! COMBINATION OF PERFORMANCE, MOTIVATION, IDENTITY AND SOCIAL CAPITAL. #HEALTHCARE!

SMALL DATA: NEW CUSTOMER EXPEREINCES !

‘INTERNET OF THINGS’ IN THE DATA-DRIVEN #HOME!SOURCE: BUSINESSWEEK.COM!

CONVENIENCE !VS !PRIVACY!

P!R!I!V!A!C!y!

THEY KNOW ALMOST ALL ABOUT YOU…!

THINK ABOUT …!

WHAT’S THE MOST

IMPORTANT QUESTION YOU CAN ASK YOURSELF TODAY? !#CEM #INNOVATION!

CHANGE TO SURVIEVE!

ANALYTICS IS NO LONGER JUST THE REALM OF SALES AND MARKETING CAMPAIGNS!

IT IS CENTRAL TO HOW COMPANIES INNOVATE AROUND THEIR BUSINESS MODEL AND DELIVER EXCELLENT CUSTOMER EXPERIENCE !

? !HOW CAN BIG DATA AND ANALYTICS IGNITE GROWTH FOR YOUR COMPANY?!

SOURCE: CIO.CO.UK!

CEM IS A STRATEGY THAT FOCUSES RESOURCES AND PROCESSES AROUND THE NEEDS FOR THE INDIVIDUAL CUSTOMER !

THE BUSINESS MODEL WEAVES TOGETHER STRATEGIES, PROCESSES AND ACTIONS !

IT’S ALL ABOUT THE EXPERIENCE! !

Customer!

Experience !

Management!

BUSINESS !

TECHNOLOGY !

CULTURE AND PARTNERSHIPS!

THE 3!

IMPORTANT!LEVELS OF!DATA SUCCESS!

CHANGE! CUSTOMERS DON’T UNFOLLOW COMPANIES WHO INTERACT TO MUCH THEY MUTE THEM !

COMPANIES WILL LEVERAGE ALL FORMS OF DATA FROM EVERYWHERE!

COMPANIES ARE CREATING AN ENVIRONMENT THAT INTEGRATE ANALYTICS AS KEY COMPONENT OF HOW THEY DELIVER CUSTOMER EXPERIENCE !

WHAT BRAND TRUST!

HOW AUTHENTIC

CEM!

EXCELLENT CUSTOMER EXPERIENCE!

AUTHENTICITY AND TRUST: THE X-FACTOR IN A TRANSPARENT WORLD!

WHAT’S YOUR HOOK? HOW DO YOU MAKE THE CUSTOMER EXPERIENCE STICK? !

TRY!THIS!

EXERCISE!

AUTHENTICITY!

IN ‘THE NEW CUSTOMER AGE’ !

?!

TRY TO "HIDE!!

PRIVACY!

BE OPEN…WITH CARE!!

THANKS!!

ANJA HOFFMANN!SENTIOLAB.COM · @ANJAHOFFMANN!

SHAPING TOMORROWS BUSINESS TODAY! !

ANJA HOFFMANN · WWW.SENTIOLAB.COM · @ANJAHOFFMANN !