Lior Arussy en el VII Congreso DEC | The Experience Evolution

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Presentación utilizada por Lior Arussy, Acelerador de estrategias y escritor. Fundador de Strativity durante su ponencia en el VII Congreso DEC

Presentaciones y charlas públicas

Copyright. All Rights Reserved
WE ARE FLAT HUNTER
YOU WISH? WE FIND!
P A R I S & S U B U R B A R E A
Home Catcher PARIS
is member of FNCI
WEBSITE
www.homecatcher.paris
REAL ESTATE ID CARD
CPI 9201 2019 000 040
389
Customer Experience
2020 Reflection and Predictions
1

Copyright. All Rights Reserved2
The Evolution of Customer Experience 2000-2020
2000 2007 2012 2015 2025 2030
CX - Service
Customer
experience in
Contact Centers
CX - Process
Process redesign
Omni Channel
Journeys
CX - Emotions
Employees
Experience
Emotional
Engagement
CX - Digital
Digital
Transformation

Copyright. All Rights Reserved3
Winners
 Awareness is growing
 Senior management is
involved
 Process improvement
 Digital transformation
 NPS as a measure
 Employees training
Losers
 Not yet a central strategy
 Senior management not leading
 Not growth driven
 Digital – human fusion
 Retention and ROI should be
measured
 Sustainability a challenge
CX to date – winners
& losers

Welcome To The
Post Covid 19
Consumers
Transformation Strategy Development
◉ I am digital
◉ I am empowered to live
my purpose
◉ I am creative to be self
sustaining
◉ I explore my options constantly
Copyright. All Rights Reserved5

THE ANSWER
IS
Copyright. All Rights Reserved6
YES!WHAT IS THE QUESTION?

Copyright. All Rights Reserved7
The Value Evolution
Purpose
Parity Line
2000 - Today
Next
1990 – 2000
1900 – 1990
Why?
Life
Partner
Mutual
Perception How? Delighte
r
Reciprocal
Process When?
Service
Provider
We To You
Product What?
Preferred
Vendor
We To You
How do we
differentiate?
What are we
solving for?
What is
our role?
What is
our role?

Empower To Exceed™
The Science and Art of Creating Customers
Accomplishment
LEARN MORE
EMPOWER
Copyright. All Rights Reserved01

Empower To Exceed™
☑ Revise the vision
☑ Listen to changes
☑ Assess the journey
☑ Design to empower
☑ Learn to exceed
☑ Act with agility
☑ Mange dynamic relationships
☑ Measure Accomplishments
Copyright. All Rights Reserved02

Copyright. All Rights Reserved12
Focus on Profitability –
Customer Potential Maximization
1. Manage to the total value available
2. Initial purchase + future purchase (# of years) +
cross sell to product portfolio minus cost of
acquisition and service
3. = total customer potential
4. Customer potential Maximization – CPM - % of
customer value maximization

Copyright. All Rights Reserved13
The New Manifesto
I will be there for you
When you need it
Where you need it
With what you need
Before you ask
I Will empower you to exceed your
expectations

Copyright. All Rights Reserved14
THANK YOU
Customer Experience 2020
Reflection and Predictions
Transformation Strategy Development
@LiorStrativity
lior@liorarussy.com
www.LiorArussy.com

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