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Customer Experience (PowerPoint PPT)
PowerPoint (PPT) 21 Slides FlevyPro Document
DESCRIPTION
Emerging technology trends are driving businesses to Digital Transformation across industries. At the core of most Digital Transformation projects is the evolution of the Customer Experience, from a traditional linear process (with few touch points) to a continuous, circular process (with constant touch points).
This new approach to Customer Experience has been captured by many top-tier management consulting firms. In fact, this presentation will provide overviews for 2 such frameworks:
• McKinsey's Customer Decision Journey
• Accenture's Nonstop Customer Experience Model
This deck is an excerpt from our more comprehensive framework, Digital Transformation Strategy.
This presentation dives deep into the shifting paradigms of Customer Experience, emphasizing the transition from traditional to modern processes. The cyclical nature of the modern customer journey is highlighted, where customers continuously loop through discovery, evaluation, purchase, and post-purchase phases. This shift underscores the need for businesses to adapt their strategies to maintain constant engagement with customers, ensuring a seamless and ongoing relationship.
The PPT also explores Accenture's Nonstop Customer Experience Model, which integrates open and branded content channels to create a cohesive customer journey. This model emphasizes the importance of delivering on promises and maintaining a consistent delivery of value throughout the customer lifecycle. By leveraging this framework, businesses can better understand and meet the evolving expectations of their customers in a digital-first world.
Several trends are identified, indicating that companies must move beyond merely admiring digital opportunities and start capitalizing on them. The presentation outlines the barriers customers face in adopting digital service channels and the rising expectations that companies must meet. It provides actionable insights and templates to help organizations implement customer-centric practices, ensuring they stay ahead in the competitive landscape.
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Source: Best Practices in Digital Transformation, Customer Experience, Customer Decision Journey PowerPoint Slides: Customer Experience PowerPoint (PPT) Presentation, LearnPPT Consulting
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