Customer Experience is the New Battleground, Tiffani Bova, Global Growth and Innovation Evangelist, Salesforce

Customer Experience is the New Battleground, Tiffani Bova, Global Growth and Innovation Evangelist, Salesforce

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  Tiffani Bova, GlobalGrowth and Innovation Evangelist @Tiffani_Bova Customer Experience is the New Battleground
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  @Tiffani_Bova “In the future,customer driven organizations will completely reset value and meaningful engagement with customers”
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  Customer Expectations HaveChanged Reactive Thousands Proactive Millions Predictive Billions connected things
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  Speed ‘“We need toget to the future before our customers do and welcome them when they arrive.’’
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  Speed Technology ‘“We needto get to the future before our customers do and welcome them when they arrive.’’ “My company needs to exploit new capabilities from innovation.’’
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  High Performers LeverageTechnology Configure, Price, Quote Tool Lead-to-Cash Automation 2.7x more likelyMobile Sales Common Platform2.3x more Likely 3.6x more likely 2.6x more likely 1.7x more likely Internal Social Collaboration Apps 71% of Employees want employers to provide them with the same level of tech from their personal lives
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  Speed Technology Customer Experience ‘“We needto get to the future before our customers do and welcome them when they arrive.’’ “My company needs to exploit new capabilities from innovation.’’ “My brand is the sum of all my customers’ touch points.’’
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  Customers Expect aNew Level of Engagement ​Benchmarks are consistency, personalization, and proactivity Percentage who expect companies to provide a consistent experience across every channel Percentage who are likely to switch from a brand that doesn’t anticipate their needs 88% 75% Percentage who are likely to switch from a brand that treats them like a number instead of an individual 72% 66% ​“State of the Connected Customer,” Salesforce Research, October 2016 64% 50% ConsumersBusiness Buyers
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  86% of buyers willpay more for a better customer experience Personalized Service Impacts Customer Loyalty Timely, knowledgable, and helpful support Knowledgable and personal sales reps Fast turnaround on quotes, contracts, and approvals Relevant marketing emails
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  Channel Proliferation Upsthe Ante ​Customers expect seamless experiences on new and expanding channels Actual Channel Growth 2015-2017 Video advertising SMS/text messaging Mobile apps Native advertising / sponsored content Advertising on social platforms B2B* Video advertising Email marketing Mobile apps SMS/text messaging Native advertising / sponsored content B2C Average Number of Channels Used High performers 11 Moderate performers 9 Underperformers 6
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  @Tiffani_Bova “Your best salesforce is your customers advocating on your behalf.”
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  How to Achievea Customer Driven Organization?
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  Start with thePeople and Processes (Inside-Out) ​Marketing, Sales, Service and Partner/Alliances not aligned Disconnected Teams: Marketing, Service and Sales are siloed Disconnected Experiences: Buyer Needs vs. Internal Processes Disconnected Metrics: Goals are misaligned .
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  Getting to theNext Level – Transformation Journey
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  Predictive Insights & ConnectedProducts It is a journey where every single step counts ​Typical Transformation Path Cloud Connected Customers & Partners New Business Models New Ways of Working Transparency Single Source of Truth Seamless Collaboration in Context
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  The Future isContextual, Data Driven, ​Sales, Service, Alliances and Marketing • Establish a customer-centric culture (Outisde-In) • Redefine relationships, influence and engagement • Select KPIs which foster the right behavior • Use data in context => Predictive Selling • Drive towards Intimate Sales Engagement
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  thank y u