copyright © sas institute inc. all rights reserved. groups...title customer intelligence 360...
TRANSCRIPT
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 1
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.
• Most organisations today, both in NZ and globally, are focused on improving CX
- creating great customer experiences is seen as fundamental for an organisation to succeed
• Organisations are also focused on digitally transforming the way they operate
- This applies to both the public sector and the private sector
- Results 10, of the Govt‘s Better Public Services priorities, is focused on making it easier
for NZers to complete transactions via digital channels
• You will also hear organisations talking about these related strategies
2
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.
• And as customer ourselves, we are dealing with organisations via a number of different
channels & devices
- Our interactions are not linear, not predetermined
- We want to engage on our own terms
- We expect a personalised experience
- We still see traditional channels like call centres, branches and stores as important for
certain interactions
- And research shows that customers who deal with organisations through multiple
channels are more valuable
3
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 4
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 5
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 6
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 7
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 8
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 9
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. Page 10
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 11
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 12
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 13
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 14
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.
15
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 16
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 17
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 18
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 19
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved. 20
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.
• Whether it is your organisations website or mobile app, the importance of your 1st party digital data is peaking.
• Are you using it to the best of your ability?
Page 21
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 22
Copyr ight © SAS Inst i tute Inc. Al l r ights reserved.Page 23