Customer Experience Transformation – Getting into Action Strandvägen 7A

Stockholm 2016-09-15

Åke Lind Service Cloud Lead, Sweden & Norway alind@salesforce.om

Customer Experience Transformation – Getting into Action

12:00 – 12:30 Registration & Lunch

12:30 – 13:00 Welcome and introduction Åke Lind, Salesforce

13:00 – 14:00 Getting into Action with Customer Journey Maps & Customer Measures David Hicks, TribeCX Consulting

14:00 – 14:30 Refreshments and networking

14:30 – 15:15 New insights to Customer Experience - How Tobii revolutionized the understanding of human behavior Oskar Fajerson, Daniel Sheffold, Tobii

15:15 – 15:30 Getting into Action – Next steps

A Salesforce Service Leadership Event

David Hicks CEO and Managing Director Until its recent sale, David was founder and CEO of Mulberry Consulting, the largest international Customer Experience consulting business. He is often retained by some of the world’s largest organizations to advise on customer-centered change in the telco, financial, auto, retail, publishing and technology sectors.

Oskar Fajerson Vice President EMEA, APAC, S.America

Joining Tobii in 2010, Oskar Fajerson is VP of Sales at Tobii Pro and has grown the business successfully each year and a team from 5 to 40 people. Before Tobii, Oskar Fajerson headed up sales in three mid-size companies with successful exits..

Getting to know the audience – Survey: Hands up 1(5)

1. Who participated in last year’s event event or read the book on “Effortless Experience”?

Getting to know the audience – Survey: Hands up 2(5)

2. Who agrees that Customer Experience is the most important Differentiator for you company?

Getting to know the audience – Survey: Hands up 3(5)

3. Who is measuring Customer Experience in your companies today?

Getting to know the audience – Survey: Hands up 4(5)

4. How do you measure Customer Experience – what are the KPIs you use?

Getting to know the audience – Survey: Hands up 5(5)

5. Who is planning or already running a Customer Experience transformation program in

your company?

An Effortless Customer Experience drives business

© 2013 The Corporate Executive Board Company. All Rights Reserved. SEC7385113SYN

THE BUSINESS CASE FOR THE EFFORTLESS EXPERIENCE

Low Effort High Effort

Negative WOM

��

1%

81%Low Effort High Effort

Increased Spend

��

88%

4%

Low Effort High Effort

Repurchase

��

94%

4%

Low-Effort Experience

High-Effort Experience

Overall Disloyalty

��

9%

96%

Source: CEB analysis.Source: CEB Analysis

of Marketing Leaders expect to compete primarily on the basis of Customer Experience by 2016

  Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015

  ”

89%

of “Millennials” say they’d rather get their teeth cleaned at the dentist than call a customer

service line

  From a recent report by Salesforce, “Crossing the Generational Divide: Providing Customer Service for Today’s Consumers”

34%

Product Marketing Online Retail Care

Transforming Customer Experience: From Moments to Journeys

Average Customer Experience (Journey)

20% increase in customer satisfaction for companies

that manage the journey across departments

Breaking Down the Silos for Better Customer Experiences

The Age of the Customer  Everything and everyone is connected

Billions of connections

Trillions of customer interactions

Millions Thousands

AI

Social

Mobile

Cloud

Terminal

PC

Full. Conference passes are sold out!

16

https://www.salesforce.com/form/event/sflive/df-live.jsp