Digital transformation in the “Age of the Customer”
Post on 12-Apr-2017
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Aprile 2016
Digital transformation in the “Age of the Customer”
Daniel Casarin strategic & creative partner @daniel_casarin
daniel@advmedialab.com +39 345 5755352 skype daniel-casarin
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La tecnologia e il comportamento dei “consumatori” si evolveranno in modo
imprevedibile da qui ai prossimi 5 anni.
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BUSINESS INTELLIGENCE R&D Listening Big data Customer collaboration Shared experience Feedback loop
INSIGHTS Customer journey mapping Customer effort mapping Behaviors and expectations Shared experience
PRODUCT MANAGEMENT Product & Technology roadmapping Scope + design Development Product marketing Experience metrics
CONTEXTUAL MARKETING Content marketing Website Applications Social Mobile Advertising Microsite/lading pages SEO/SEM PR Email Performance Attribution
SALES Demonstrations Promotions Trial Consultation
CUSTOMER SERVICE Help desk Call center Social Email Live
LOYALTY/REWARDS NPS Trust Effort Gamification Reviews Rewards CRM Customer journey management Shared experience reinforcement
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How to prepare for the (2020) consumer? 0. Continuous capacity building 1. Extreme customer centricity 2. Technology as a facilitator 3. Selling without selling
Grazie per l’attenzione!
Daniel Casarin strategic & creative partner @advmedialab
daniel@advmedialab.com +39 345 5755352 skype daniel-casarin
Adv Media Lab Performance Marketing e Conversion Rate Optimization Agency
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