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Improving Customer Experience using Analytics - Digital Data Tips Tuesday #6
- 3. Internet banking penetration high
3
83%
91%
49%
data: Eurostat ‘Individuals using the internet for internet banking’ - updated 22 May 2015
- 5. Mobile phone penetration from 1% to 73%
… and 40% is a smartphone
5source: Mary Meeker Internet Trends 2015 www.kpcb.com/internet-trends
- 14. What is ‘Customer Experience’?
14
best possible experience
across all customer contacts
- 16. How do you measure that?
16
best possible experience
across all customer contacts
CES
Customer Effort Score
NPS
Net Promotor Score
- 26. Result: high Net Promotor Score
26
-50%
-45%
-40%
-35%
-30%
-25%
-20%
-15%
-10%
-5%
0%
website online bankingmobile banking
NPS cijfers Particulier december 2014
- 33. Skills of a Data Analyst
33
insightanalyse present
technical
business
- 38. And you will be the center of your organization
38
insightanalyse present
technical
business