1. Hello.

2. Building highly successful digital customer journeys Break out session: 28-05-2015

3. Monique Bulthuis Managing Director Benelux +31 6 34 73 88 03 Monique.bulthuis@cxcompany.com TODAY’S TEAM Stijn van Soest Consultant +31 6 48 15 70 86 Stijn.van.soest@cxcompany.com

4. Personal engagement. Across any channel. With every customer. Every time.

5. Scaling a very old business model

6. BUILDING SUCCESSFUL DIGITAL CUSTOMER JOURNEY’S Goal Approach Result Analyse an important customer journey Data collection Gain insights into specific journey - Log analytics - Journey analytics - BI Gap analysis Find areas for improvement and subjects for deep dive Deep dive Use question bar on the website. Survey in contact center Discover insights into why drop-offs occur Workshop -Journey mapping -Comparison with data Design of the customer journey while using available context Customer journey design Workshop to decide on touch points for intervention Overview of interactions throughout customer journeys Define and implement KPIs Implementation Project realisation Customised customer journey Determine the gap between client intention and actual behaviour Find our why clients are not succesful in their journey

7. CONTINUOUS IMPROVEMENT

8. Let’s try together!

9. IdeaOrientation RegistrationPaymentShippingDeliveryInstallationBBQ Time!

10. IdeaOrientation RegistrationPaymentShippingDeliveryInstallationBBQ Time! Social Community Online Digital engagement & Assistance Payment options Push notifications Digital, Social or Live engagement Instruction Video via app

11. Thank you. CX Company Schiehavenkade 60 3024 EZ Rotterdam The Netherlands T +31 88 345 03 45 E info@cxcompany.com www.cxcompany.com