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Editor's Notes

• #3: At NGDATA, we have worked with our clients to deliver value along the entire customer lifecycle. We have implemented use cases at reference clients along each stage of the customer life cycle.   We help organizations connect with their customers in a personalized way, enabling them to recommend relevant offers or services. There are a few examples given there on the slide. Of use cases we support like:   Enabling micro-campaigns Next Best Offer/Next Best Action On-boarding support Pro-active servicing : elimination of waste calls Support partner programs, like the merchant funded offers Attrition prevention programs : at risk high-value customers pro-actively contacted And our solution integrates Smart Video to support personalized use cases via a very effective medium.
• #4: At NGDATA, we have worked with our clients to deliver value along the entire customer lifecycle. We have implemented use cases at reference clients along each stage of the customer life cycle.   We help organizations connect with their customers in a personalized way, enabling them to recommend relevant offers or services. There are a few examples given there on the slide. Of use cases we support like:   Enabling micro-campaigns Next Best Offer/Next Best Action On-boarding support Pro-active servicing : elimination of waste calls Support partner programs, like the merchant funded offers Attrition prevention programs : at risk high-value customers pro-actively contacted And our solution integrates Smart Video to support personalized use cases via a very effective medium.
• #27: Thank you very much for attending. Are there any questions? How does the “Humanizing the CX” relate to both an inbound and outbound marketing perspective? Marketing is currently undergoing an evolution: from planned, static, mass-marketing campaigns to agile, real-time people-based marketing. From an outbound perspective, “trigger-based” campaigns are great at humanizing the CX, as they will target an individual customer at the exact right time: exactly when the required conditions for this campaign are met by this customer. That instantly creates an illusion of personalized services. An example would be sending your customer a personalized video via text message when they’ve dropped out an online sales process for a complex financial services product. Or to re-engage with your customer when their activity level has started dropping.  From an inbound perspective, “real-time request response campaigns” are what is needed.  When a customer comes to your brand, that’s a golden opportunity. At that very moment, the more personalized, relevant, context-specific your response is to your customer, in other words, the more targeted your message, the higher the ROI you’ll measure. A simple example would be tailored web-bannering.  Can you expand upon the realization that AI is a crucial piece to marketing now? Sure. The days that marketing was more art than science are over. Marketers have understood there is a lot to be gained from using customer-data to achieve their objectives. With the number of connected devices and the volume of data exploding, using artificial intelligence in marketing makes really good sense. AI allows marketers to use the data they have to measure in real time, learn more about the customer and anticipate what happens next, and to keep on improving at it. A simple example is using predictive analytics models and machine learning to provide tailored recommendations (like netflix).  But that’s just the beginning! It’s going to be an exciting time for marketers who embrace it!   Are you seeing any trends towards a new movement beyond the “Age of the Customer” coming up in the near future? Oh, that’s a good question. No, not really, or rather, not yet. What I do see coming up is that change in the relationship between customers and companies I’ve talked about. The shift from “transaction-based customer-centricity” to true human companies that make their customers’ goals their own. I think we still have a long way to go before we’re there.  So perhaps we should call that “The age of the customer partnership” or so?  How long would it take an organization to make the complete shift in becoming customer-focused/customer-centric? That’s a difficult one. The answer is “it depends”.  It will depend on the company’s current ways: how big is the shift to make?  It will depend on the company’s agility: how fast can change be adopted throughout the company? Or is the culture one of resilience to change? How good is the leadership at leading change?  But most of all it will depend on the people: are all employees, from the CEO down able and willing to galvanize behind a passion for customers.  Once a company is clear on data-driven customer-centricity, at NGDATA, we will work with them on Roadmap Planning: how to best get there, via our Business Transformation Services.