AWS re:Invent 2016: IoT Analytics: Insights for a Connected World (IOT205)
Inside Customer Experience--Insights About Today's Connected Consumer
-
date post
17-Oct-2014 -
Category
Business
-
view
2.769 -
download
1
description
Transcript of Inside Customer Experience--Insights About Today's Connected Consumer
![Page 1: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/1.jpg)
![Page 2: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/2.jpg)
![Page 3: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/3.jpg)
![Page 4: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/4.jpg)
![Page 5: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/5.jpg)
OPTIMIZING THE MULTI-DEVICE EXPERIENCE
![Page 6: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/6.jpg)
IN TODAY’S MULTI-TASKING MULTI-DEVICE WORLD
![Page 7: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/7.jpg)
PEOPLE WANT TO RESOLVE THEIR ISSUES ON
THE GO, VIA THEIR MOBILE AND TABLET DEVICE
AND IN BETWEEN TEXT MESSAGES
![Page 8: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/8.jpg)
EVERY MOMENT OF HOLD TIME, HUNT
AND SEARCH TIME, OR IVR FRUSTRATION
WILL PUT CUSTOMER LOYALTY TO THE TEST.
![Page 9: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/9.jpg)
IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION
![Page 10: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/10.jpg)
![Page 11: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/11.jpg)
• View insurance ID card
• View policy
• Pay your bill
• View discounts and coverage
• Quote adding a vehicle
• View driver and vehicle
information
• Update contact info
• View agent contact info
• Address questions, issues and
complaints
• View claims status
SELF-SERVICE MOBILE APPS
![Page 12: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/12.jpg)
![Page 13: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/13.jpg)
TEXT MESSAGE CUSTOMER SERVICE
![Page 14: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/14.jpg)
![Page 15: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/15.jpg)
![Page 16: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/16.jpg)
![Page 17: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/17.jpg)
CREATE A DIGITAL CONCIERGE
![Page 18: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/18.jpg)
MONITOR THE SOCIAL MEDIA LANDSCAPE
![Page 19: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/19.jpg)
IT’S NOT JUST FACEBOOK & TWITTER
![Page 20: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/20.jpg)
CONDUCT PUBLIC FACING CUSTOMER SERVICE
![Page 21: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/21.jpg)
![Page 22: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/22.jpg)
LOG AND TRACK ALL
ENGAGEMENTS IN CRM
![Page 23: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/23.jpg)
![Page 24: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/24.jpg)
![Page 25: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/25.jpg)
![Page 26: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/26.jpg)
VIDEO AGENT
![Page 27: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/27.jpg)
ANTICIPATORY CUSTOMER SERVICE
![Page 28: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/28.jpg)
Micah Solomon, Author
High Tech, High Touch Customer Service
ANTICIPATORY CUSTOMER SERVICE “WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM”
![Page 29: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/29.jpg)
PREDICTIVE
ANALYTICS
![Page 30: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/30.jpg)
DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION
![Page 31: Inside Customer Experience--Insights About Today's Connected Consumer](https://reader034.fdocuments.net/reader034/viewer/2022050919/5440e63cafaf9f56208b4597/html5/thumbnails/31.jpg)