Mitch Lieberman, DRI Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered. Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? The real question is, how do you progress from too much data - an overload condition, to actually using it to enhance the customer experience?

1. CUSTOMER
Evolving from Data Overload to
Enterprise Customer Experience
Presented by: Mitch Lieberman

2. This is Customer Experience
a superset of sensations, emotions and
perceptions felt by your customers
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3. Sharing of Experiences
happens across the physical world
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4. and Sharing of Experiences
happens within the digital world
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5. Experience is not a Process
an experience is visceral, an individual response
to stimulus (or lack of)
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6. Enterprise Customer Experience
The Future of CRM
The people, internal processes and technology required to listen,
guide and engage your customers in the digital world.
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7. Consider the Landscape
See the world as your customers do, consider
their view and their perspective
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8. Rivers of Data
The volume and velocity of data is a blessing and
curse – the value is information and insight
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9. Too Much
Just because it is all available to you, does not
mean you need to consume it all
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10. The Perfect Dish
Information and insight are the true objectives, either
act on what is measured, or do not measure
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11. Are You Listening,
Or Waiting To Talk?
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12. Listen to Understand
Filtering image
Monitoring, filtering and prioritizing are the
starting point understanding is the goal 12

13. Community Engagement
Stay close to your customers and let them know
that you care and are there to help
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14. Interactions
Whether in person or digital, each is an
opportunity to learn and act
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15. Context Transforms Data
Data without context, such as time, location,
along with customer information lacks value 15

16. The Objective is Insight
Through the fog of data, it is a critical piece of
information can make all the difference
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17. Data has Value
For every two degrees the temperature goes up,
check-ins at ice cream shops go up by 2%.
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– Andrew Hogue, Foursquare

18. Data can be Manipulated
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19. Context
Bridging the gap between trust and reputation,
between you and your customers 19

20. Just out of Reach
That emotional connection with your customers; it
takes real effort to achieve
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21. Mirror Image
A customer‟s experiences with your products and
services are a reflection of your culture
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22. Service Excellence
An harmonious dance among people, process
and technology
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23. Perspective
Customer experience is not what you design, it is
what the customer perceives it to be
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24. Collaboration is Required
“customer experience is a team sport”
Kerry Bodine, Forrester 24

25. at the End of the Day
Consider your customer‟s needs and jobs-to-be
done via an outside-in approach
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26. Charting the Course
To Enterprise Customer Experiences
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27. Social Media Initiatives Mature
• Beyond Departments
• Beyond „Likes‟ and „Follows‟
• Beyond „shooting from the hip‟
• Beyond Uncoordinated efforts
Towards Digital Programs
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28. Digital Communication Programs
• With Coordination
• With Defined Success Metrics
• With Emergent Analytics
• With Modest Governance
Teeing up Social CRM
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29. Social CRM is the Starting Point
for Enterprise Customer Experience
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30. The Value of Social CRM
• Coordinated Customer Facing Programs
• Technical and Business Integration
• Advanced Analytics Leading to Insights
• Personal Interactions and Engagement
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31. The Evolution of CRM
• Social CRM is Consumed by CRM
• Front to Back Office Coordination
• Repeatable Process, Governance
• Community, Content, Collaboration
• Universal Access to Information
Is Social CRM Part of CRM?
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32. YES!!
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33. A Completed Enterprise Customer
Experience Vision:
• Directed, Personalized Interactions
• Predictive Analytics
• Customer Insight and Expectations
• Conversational Communications
• A Collaborative Organization (Culture)
• Social Business Maturity
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34. Jump in
Are you ready to take the plunge?
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37. Thank You!
@mjayliebs
mitch.lieberman@dri-global.com
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