Building Blocks Big Data Expo

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The data driven customer experience: closing the gaps between business goals and customer needs Alexander Van Eerden

The data driven customer experience
Building Blocks

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The data driven customer experience
Different consumers, different expectations

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The data driven customer experience
Different consumers, different expectations
Availability of information Born digital Different Drivers
▪ Always available
▪ Different sources can
help me
▪ Reviewed by peers to
create thrust
▪ Paperwork?
▪ Everything from one
device – mobile
▪ Everything connected
▪ To be or not to be – self
determining
▪ Security
▪ privacy

4
The data driven customer experience
Ability to change will be the gamechanger

5
The data driven customer experience

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The data driven customer experience
Become customer centric. Again!
Know context Understand
behavior
Predict possibilities Time the
message
Be trustworthy
over time

7
The data driven customer experience
Therefore, a shift of business focus is needed
Product centric
“What do I want to sell?”
‘What do I offer?’
Push strategy
Customer centric
“What does my customer need?”
‘what should I offer?’
Pull strategy
Risk
Pricing
Actuarial
Loyalty
Competitor
Pricing
Marketing
Fraud
Service
Claim handling
Promotion
LoyaltyRisk FraudCompetition
Pricing Service
Customer journey

8
The data driven customer experience
Examples: Retail

9
The data driven customer experience
Examples: Insurance

10
The data driven customer experience
Examples: Travel

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The data driven customer experience
sa

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The data driven customer experience
Is it so different?
Add context Controllable by
the consumer
Stay within a
moral framework

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The data driven customer experience
Start doing this yourself
Powerpoint is not the endpoint
Broad perspective Small project Production

14
The data driven customer experience
Start doing this yourself

15
Sint Josephstraat 139
5017 GG Tilburg
www.building-blocks.nl
Come visit us...
The data driven customer experience
Questions?
Barbara Strozzilaan 101
1083 HN Amsterdam
Stand 10
And check our new website!

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一比一定(购)中央昆士兰大学毕业证(CQU毕业证)成绩单学位证

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Launch Your Research Career: A Beginner's Guide

Launch Your Research Career: A Beginner's Guide

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Simple, 3-Step Strategy to Improve Your Executive Presence (Even if You Don't...

Simple, 3-Step Strategy to Improve Your Executive Presence (Even if You Don't...

Simple, 3-Step Strategy to Improve Your Executive Presence (Even if You Don't...

Angela Justice, PhD

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Complete Curriculum Vita for Paul Warshauer

Complete Curriculum Vita for Paul Warshauer

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K Venkat Naveen Kumar | GCP Data Engineer | CV

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一比一定(购)中央昆士兰大学毕业证(CQU毕业证)成绩单学位证

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Simple, 3-Step Strategy to Improve Your Executive Presence (Even if You Don't...

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1. The data driven customer experience Building Blocks

2. 2 The data driven customer experience Different consumers, different expectations

3. 3 The data driven customer experience Different consumers, different expectations Availability of information Born digital Different Drivers ▪ Always available ▪ Different sources can help me ▪ Reviewed by peers to create thrust ▪ Paperwork? ▪ Everything from one device – mobile ▪ Everything connected ▪ To be or not to be – self determining ▪ Security ▪ privacy

4. 4 The data driven customer experience Ability to change will be the gamechanger

5. 5 The data driven customer experience

6. 6 The data driven customer experience Become customer centric. Again! Know context Understand behavior Predict possibilities Time the message Be trustworthy over time

7. 7 The data driven customer experience Therefore, a shift of business focus is needed Product centric “What do I want to sell?” ‘What do I offer?’ Push strategy Customer centric “What does my customer need?” ‘what should I offer?’ Pull strategy Risk Pricing Actuarial Loyalty Competitor Pricing Marketing Fraud Service Claim handling Promotion LoyaltyRisk FraudCompetition Pricing Service Customer journey

8. 8 The data driven customer experience Examples: Retail

9. 9 The data driven customer experience Examples: Insurance

10. 10 The data driven customer experience Examples: Travel

11. 11 The data driven customer experience sa

12. 12 The data driven customer experience Is it so different? Add context Controllable by the consumer Stay within a moral framework

13. 13 The data driven customer experience Start doing this yourself Powerpoint is not the endpoint Broad perspective Small project Production

14. 14 The data driven customer experience Start doing this yourself

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