DEMO: DIGITAL CUSTOMER JOURNEYTeaser 2020

Detlef D. Kubusch

ADOBE & MICROSOFT CUSTOMER DIGITAL JOURNEY

NTT DATA experts have developed a customer journey based on the market-leading systemsThis Customer Journey shows the way of a person who is interested in Smart Home Products and finds

them on an e-Shop website.We show you how the entire path of interest, purchase and service works and how the person gets more

information about products and services.

SEARCH AT GOOGLE FOR SMART HOME

PRODUCTS

WEBSITE WITH PRODUCTS

SELECT PRODUCTS

AND PURCHASE PROCESS

SETUP APP AND SMART

HOME

GET INFORMATION

FROM CUSTOMER -360° VIEW

CONTINUE DEVELOP, SERVICE,

SURVEYS & FEEDBACK, NBA, NBO

INTEREST PURCHASE SERVICE

NTT DATA Germany 2020 2

Persona Map

AlexSmart Home Owner

Julie

Store Sales Representative

TimCustomer Service Representative

• Is interested in Smart Home Products

• Has no smart home specific infrastructure in his house

• Takes the Train to Work, browses smart home products on the Train

• Works in a Mall Store selling Electronics and Smart Home Equipment

• Consults customers on their issues

• Available through different contact methods

• Is responsible for customer satisfaction

FranziskaMarketing Manager

• Creates and manages Marketing Campaigns

• Manages the customer experience• Monitors the customer behaviour in

the Customer Journey

3NTT DATA Germany 2020

Customer Journey

Storyboard

Alex

Customer

REGISTRATION

APP

PURCHASE

RESEARCH

WEBSHOP

SELECT PRODUCTS

DELIVERY

DOUBLE OPTIN

CUSTOMER SUPPORT

TNPS - SURVEY

TRACKING –iBEACON REAL LIFE

FURTHER INTEREST

E-Shop

Customer App

NTT DATA Germany 2020 4

Let us demonstrate you how to orchestrate …

5

Marketing Cloud

Consulting / Implementation / Support

LEAD 2 QUOTE

CUSTOM NOTIFICATIONS AND ADS

CUSTOM APP

NET PROMOTER SCORE

360° CUSTOMER VIEW

DELIVERY

MANAGEMENT

ONLINE

MARKETING

FAQCUSTOMER SELF SERVICE

SU

PP

OR

T

MA

NA

GE

ME

NT

We

b 2

Sh

op

AFTER SALES SERVICE

IBE

AC

ON

TR

AC

KIN

G

RE

AL

-TIM

E O

NL

INE

2

OF

FL

INE

EX

PE

RIE

NC

E

SALES MANAGEMENT

CROSS-LINKED CUSTOMER EXPERIENCE

OMNI CHANNEL MANAGEMENT

CUSTOMER JOURNEY

MANAGEMENT

NTT DATA Germany 2020

Persona map – Business Impact

• Digitalized experience• Omni Channel Management• Personalized customer

Experience • Satisfaction oriented journey

• 360° view of customer• Actionable customer insights• Increased sales probabilities• Increased Customer Satisfaction

• 360° view of customer• Omni Channel collaboration• One stop request resolution

• Omni Channel Management• Campaign options Marketing

Management• Marketing insights through

Dashboards

Improved digital collaboration within Sales, Support and Management Teams

NTT DATA Germany 2020 6

AlexSmart Home Owner

Julie

Store Sales Representative

TimCustomer Service Representative

FranziskaMarketing Manager

Detlef D. Kubusch

Head of Practice Microsoft Dynamics 365

Competence Center CRM

Erna-Scheffler-Straße 1

51103 Köln

Email detlef.kubusch@nttdata.com

Tel. 0151 5513 5093

Personality:

Active since 1997 in various management and IT consultancies, but

always the topic of customer relationship management prescribed.

Since 2015 at NTT DATA Germany and responsible (among others) for

Digital Customer Management with Microsoft Technology.

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