using technology, data and analytics to create a world-class customer experience
TRANSCRIPT
USING
Technology, Data and Analytics
EVAN CARROLL @evancarroll
TO CREATE A
World-Class Customer Experience
@kanetixltd #kanetixinsights
Our vision is to be Earth's most customer centric company.
Hospital Costs
30% Lower
Hospital Costs
30% Lower
Members Live
13-21 Years Longer
Even stupid brands are collecting consumer data.
Only smart brands have a SIXTH SENSE for it.
Infosense The ability to use data to understand customers as individual people and personalize their service.
COMPETITIVE ADVANTAGE
COMPETITIVE ADVANTAGE
1. Learn about your customers faster than your competition
COMPETITIVE ADVANTAGE
1. Learn about your customers faster than your competition
2. Turn those insights into action faster than your competition
PEOPLE TECH
PEOPLE TECH
Relationship
Expect organizations to understand their individual needs.
76%
RelationshipResponsiveness
Expect organizations to understand their individual needs.
76%Of consumers demand improved response time
81%
RelationshipResponsivenessReadiness
Expect organizations to understand their individual needs.
76%Of consumers demand improved response time
81%Anticipate organizations will harmonize customer experiences
68%
RelationshipResponsivenessReadiness
Expect organizations to understand their individual needs.
76%Of consumers demand improved response time
81%Anticipate organizations will harmonize customer experiences
68%THREE R’S
RELATIONSHIP
Over 100 million transactions per month
Converting
40% of all NBO’s
Converting
40% of all NBO’s
Resulting in
22MM of revenue
RESPONSIVENESS
Processing Time
-90%
Processing Time
-90% Savings
$2.5MM
READINESS
RelationshipResponsivenessReadiness
THREE R’S
RelationshipResponsivenessReadiness
THREE R’S
Re-
bit.ly/BlueGoldfish
RelationshipResponsivenessReadiness
THREE R’S
Re-
EVAN CARROLL @evancarroll [email protected]
@kanetixltd #kanetixinsights
www.evancarroll.net facebook.com/evancarrollspeaks
