Dialogkonferansen 2014 - Take-aways
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Dialogkonferansen 2014
v. Anders Røddik
CRM Projektleder
Du finder ud af, hvor meget data du vil have
Sallie Burnett – Customer Insight Group 2
og gør som amerikanerne
Sallie Burnett – Customer Insight Group 3
Så det var det
Rogier Nelissen - Vodafone 4
…eller?
Rogier Nelissen - Vodafone 5
Så…
6 Rogier Nelissen - Vodafone
Customer Experience Mapping
7
”Customer experience must be intentional”
…fordi
Tim Wade – Smith+Co 8
”Don’t boil the ocean!”
Tim Wade – Smith+Co 9
CRMs kogeplader
Filip Vitek - Sberbank 10
”The more digital we get, the more human we must be.”
- Gatum Ramdurai, Google Creative Lab
Hvad driver loyalitet?
Thomas Lykke – Hildebrandt & Brandi 12
Men ikke for enhver pris…
Rogier Nelissen - Vodafone
13
Andre kanaler, andre resultater
14 Rogier Nelissen - Vodafone
”What moves the needle?”
”What gets measured, gets done!”
CEM mantraer
15
Styrende hypotese for CX optimering
Amanda Bernard – ISITE Design 16
Forskellige metoder til forskellige kontakter
17
NPS
ACSI
The why
18 Rogier Nelissen - Vodafone
Out smart > Out run > Out spend
Filip Vitek - Sberbank 19
Out smart > Out spend
Filip Vitek - Sberbank
20
Out smart > Out spend
Filip Vitek - Sberbank 21
Communication 22