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Understand Your Customers

Nick Mollberg - Worldwide Tealeaf

Customer Solutions Professional

2 2016 IBM Confidential-For Forrester Use Only

To have meaningful engagement you must first understand your customers

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Know each customer in context: Each interaction is meaningful and personalized

who

what

why

=

right offer for this moment

for this activity

in our relationship

when

where

how

=

right communication at the right time

through the right channel

in the right tone

Customer Analytics

44 of the Internet Retailer Top 100; 7 of the top 10 online retailers

8 of 10 of the Top Bank Holding Companies

9 of the 12 Largest P&C Insurance Companies in North America

10 of 12 of the most booked travel portals

50% of the top US airline carriers

All Major North American Wireless Providers

600+ Customers WW

Customer Analytics 5

What is good customer Experience? https://www.youtube.com/watch?v=d-WLyWAmGdQ

© 2015 IBM Corporation

Businesses must understand their customer

88% abandoned cart

75% move to costly channel

63% less likely to repeat with bad

experience

41%

expressed frustration

Understanding customers requires seeing

their entire journey and connecting the dots

is difficult

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It is not about the portfolio of products It is about the portfolio of customers

We are not in the coffee business serving people, we are in the people business serving coffee.

“Automated customer experience management is

a key enabler of the Air France transformation

process.” Luc Behar, Digital Experience and Performance Director

Air France

© 2015 IBM

Motorcycle Superstore Motorcycle Superstore’s mobile conversion rates are boosted due to increased customers engaging with

mobile devices using IBM Customer Analytics

10% Increase in mobile

conversion rates by

decreasing cart

abandonments 232% ROI by delivering

seamless mobile

journeys

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© 2015 IBM

Octagon Insurance Removes the obstacles that were prevent customers from converting during the online application process -- all

powered by IBM Customer Analytics solutions.

22% 40% Increase in

conversion rates

Reduction in

validation errors 330% Overall ROI

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Dollar Bank Dollar Bank is using IBM Customer Analytics to provide a high level of service to their customers by

having rapid resolution of sticking points in the customer journey.

25S Reduction in

average contact call

center times 30% Fewer call escalations,

increasing customer

satisfaction

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How we deliver value https://www.youtube.com/watch?v=q7uyocygYfI

Customer Analytics

As-it-Happens Awareness To Eliminate Further

Struggle And Make More Customers Successful

Real World ROI – Backed by Forrester

SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, August 2013. Report commissioned by Tealeaf.

ROI • 249%

Payback • 7.3

Months

Total Benefits (PV) • $20.9M

Total Costs (PV) • ($6.0M)

Total Net Present Value • $14.9M

Composite Organization Three-Year Risk Adjusted Results (10% Discount Rate)

3.5% • Increased conversion/adoption rate

1% • Increased retention rate

80% • Reduced IT cost – problem discovery

20% • Additional percentage of critical items addressed

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Thank you