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Prioritizing Action
Through Analytics
Garry Clamp
Director Customer Experience Europe Middle East & Africa
Ciena
2
©2015QUALTRICSLLC.
Housekeeping
Outside : In Inside : Out
The recording and slides for today’s presentation will be made
available on cxweek.com along with other content and webinars
from throughout the week
Join the conversation on Twitter by tweeting @Qualtrics
using #cxweek
Garry Clamp
Director Customer Experience Europe Middle East & Africa
In his current role Garry is responsible for helping to
shape Ciena’s Global customer experience strategy,
measurement automation & Insight generation while
supporting the regional sales & customer operations
teams in delivering a market differentiating experience.
3
©2015QUALTRICSLLC.
Who we are
4
©2015QUALTRICSLLC.
Finalist
Award Winner
88% 4 3
5
©2015QUALTRICSLLC.
Key takeaways
88% of Executive
buyers want a
conversation
not a presentation
Data
7
©2015QUALTRICSLLC.
Relevance
& Insights
Analytics
Forum
8
©2015QUALTRICSLLC.
Outside : In
Relationship & Transactional Surveys
Simplified Architecture
Inside : Out
Customer Centric Internal KPIs
Outside : In Inside : Out
9
©2015QUALTRICSLLC.
The Inside-Out / Outside-In scorecard
Prioritizing Action Through Analytics
A customized B2B Customer Experience metric
simple, actionable and broadly comparable
11
©2015QUALTRICSLLC.
12
©2015QUALTRICSLLC.
Strategic
Initiatives
Cross functional CX
champions
Understanding Key Drivers to Prioritize
which actions to take
Customer Experience by
Design
14
©2015QUALTRICSLLC.
Strategy centred around
Experience by Design and
taking action
Deeper relationships
2013 2016
Customer Experience is a journey
that evolves with the customer expectation
SM
Thank You

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