Clienti, Persone, e DatiIng. Gian Carlo MocciPresidente AICEX

“La Customer Experience è costituita da percezioni

ed emozioni”Colin Shaw CEO Beyond Philosophy

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You’ve got to start with customer experience and work back toward the technology

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“viviamo in un mondo così iperindividualistico che le nostre capacità di provare empatia stanno rapidamente diminuendo.Basti pensare che, secondo studi recenti, negli Stati Uniti i livelli di empatia sono crollati del 50%.’’

Digital Transformation

Source: Forbes

Product

RevenueTechnology

Journey e non solo Touch Points

Aspettative Interazioni e Percezioni Ricordi

Futuro Presente Passato

Esperienze immaginate

Esperienze vissute

Esperienze ricordate

Le 3 fasi del percorso di esperienza

Cosa ci può insegnare una colonscopia sulla Customer Experience ?

I ricordi sonopiù importanti della realtà !

Gian Carlo Mocci

Big DataThese are the classic predictive analytics problems where you want to unearth trends or push the boundaries of scientific knowledge by mining mindboggling amount of data. In general, the larger data sets, the more precise the conclusions.

Fast DataCan you quickly analyze a consumer’s personal preferences as they pause by a store kiosk and dynamically generate a 10% off coupon? Fast Data sets are still large, but the value revolves around being able to deliver a good enough answer now: a somewhat accurate traffic forecast in near real-time is better than a perfect analysis an hour from now.

Forbes: The Five Different Types of Big Data

Dark DataVideo streams, photographs, handwritten comment cards, ingress-egress data from security kiosks: Dark Data is information you have, but can’t easily access.

Lost DataOr Operational Data. This is the information from manufacturing equipment, chemical boilers, industrial machinery and the other things you find inside of commercial buildings and industrial plants. It’s not technically lost. The problem is that is it often landlocked in operational systems.

Forbes: The Five Different Types of Big Data

New DataConsists of information we could get, and want to get, but likely aren’t harvesting now

The European Union has recently included this in newlaws of the Data Protection Act that will come intoeffect soon. The act says, “Personal data shall beadequate, relevant and not excessive in relation to thepurpose or purposes for which they are processed.”

The Act doesn’t define “adequate, relevant and notexcessive,” but in effect it means collecting and holdingonly the minimum amount of personal data needed tofulfil your purpose. This is part of the practice known as“data minimization.”

Aldo Agostinelli“Why Data Minimization Is An Important Concept In The Age of Big Data”

Data Minimization

Data Scientist

2 slide su AICEX

www.customerexperience.it

AICEXvi aiutaa realizzarele vostre idee !

Source: Palm Beach Resort