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#3. Using data, social context & game theory to engage customers & influence behavior
Customer Journeys are a great start, but what if we can influence behavior so that customers can reach their goals faster and more efficiently. Understanding a bit about human behavior and using tools to influence better behavior in customer journeys represents a new area of value creation – helping customers to be successful at realizing goals.
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Special Presentation of Experiential Innovation for the Stockholm School of Economics MBA
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Miroslav Boublik examines three aspects of bank operating models - the organization of operations, the approach to business, and the management model, alongside the specifics of the Russian market.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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