1. 5 Ways to Win with Digital Customer Experience

2. VP Worldwide Customer Services MicroStrategy Joe Cothrel
OUR GUESTS TODAY
Jaime Perez
VP Worldwide Customer Services
MicroStrategy
Joe Cothrel
Chief Community Officer
Lithium Technologies

3. users identified and profiled
Lithium by the numbers
100M
monthly users
30M
verified answers
     
700
users identified and profiled
Million
customers 36
languages
our platform powers some of the world’s best digital customer experiences

4. 89% of companies will mostly compete on customer experience
Source: Gartner, 2015
89%

5. customers are creating
their own experience
it’s digital
it’s social

6. 47 45 57 71
Total Community 74 ? ? 81 73 62 ? ? ? ?
One digital conversation, on your website and everywhere across the web 66 53 60 51

7. Understand your customer
Expand the front line
Understand your customer
Integrate and extend
Five pillars of total community
Activate the crowd
Execute for outcomes

8. One digital CONVERSATION
Consistent customer engagement on website + social channels
Capture valuable customer content and use it to shape the experience

9. ACTIVATE THE CROWD
Define their mission
Motivate the right behaviors
Reward their participation
Share the best content

10. UNDERSTAND YOUR CUSTOMER
Prioritize engagement based on reputation
Identify interest areas with integrated profiles
Raise customer understanding across organization

11. EXPAND THE FRONT LINE
Scale response by tapping the broader organization
Escalate difficult issues to experts
Expand service hours via Mobile Agents

12. Integrate and extend
Break community out of a tab
Plug customer engagement in everywhere—CRM, Mobile, your own application
Tie into 3rd party communities & additional social networks
Leverage Lithium SDK & CRM Connectors

13. EXECUTE FOR OUTCOMES
Demonstrate empirical business results
Deploy value analytics
Benchmark your performance
Revisit your strategy

16. Understand your customer
Expand the front line
Understand your customer
Integrate and extend
Total Community
Activate the crowd
Execute for outcomes