how jawbone aligns teams, processes, and data for personalized journeys
TRANSCRIPT
It Takes a Village to Think Like the Customer: How Jawbone Aligns Its Teams, Processes, and Data to Build a Personalized Customer Journey
Shanthi Rajagopalan Jawbone, Sr. Director Customer Experience
OUR PRODUCTS
OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams Working Together
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DISCONNECTED EXPERIENCES
BREAKING DOWN SILOS
COORDINATED AND ORCHESTRATED
OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams working together
1 2 3 2
TOOLS
VISUALIZE MULTI-‐CHANNEL JOURNEYS
MASTER CUSTOMER RECORD
SEGMENTATION & TARGETING
CONTENT & CREATIVE AUTHORING & APPROVAL
MEASUREMENT & ANALYSIS
DATA
OUR PATH TO SUCCESS
Customer Centric Perspective
Tools & Data
Teams Working Together
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WORKING TOGETHER
JOURNEYS TEAM STRATEGY
BUSINESS PROCESS TOOL EXPERTISE
PROJECT MANAGEMENT
PRODUCT MARKETING ECOMM CARE PARTNERS
TAKE AWAYS
Take the customers’ perspective
Make experience
disconnects feel real for the organization
Identify the data you need early
Get everyone using the
same tool/platform
Help teams work across organizational silos
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Questions?