Aprile 2016
Digital transformation in the “Age of the Customer”
Daniel Casarin strategic & creative partner @daniel_casarin
[email protected] +39 345 5755352 skype daniel-casarin
4
La tecnologia e il comportamento dei “consumatori” si evolveranno in modo
imprevedibile da qui ai prossimi 5 anni.
15
“Great Design is All the Work You don’t Ask People Who use Your
Product to Do.”
Rebekah Cox - Quora
20
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
50
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
[email protected] +39 345 5755352 skype daniel-casarin
Adv Media Lab Performance Marketing e Conversion Rate Optimization Agency
Adv Media Lab è un incubatore di soluzioni
e servizi avanzati di digital strategy e
performance marketing. Siamo una realtà
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progettazione, formazione e sviluppo di
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