Customer Experience Management - OpenText
Post on 18-Jan-2015
23235 Views
Preview:
DESCRIPTION
Transcript
Customer Experience Management
September 2011
Chief Marketing Officer
My organization expects me to grow the business
Content Monetization involves
Managing Brand ConsistencyDriving Online ConversionsDistributed Online ChannelsNew Product IntroductionsCustomer Self-Service SitesMarketing Campaign EfficiencyCustomer Communications
My organization expects me to protect it and make information available
Chief Information Officer
4
Information Challenges
5
cost
complexity
reuse
risk
touchpoints
transparency
What do your people expect?
Immersive Experiences
7
8
Rich Media
Social Interactions
Shared Apps
1010
Recommendations
1111
Mobile Access
1212
Personalized Communications
1313
Personal messages that demonstrate you know who they are... increases customer satisfaction and decreases customer churn
Customer satisfactionratings have already increased, from a rating of 6.2 to 7.5 On a 10-point scale”
AGIS-Health Insurer
“
14
OpenText Customer Experience Management
SocialSafeCompliantMobileAutomatedIntegrated
Join the Conversation
Blogs.opentext.com
top related