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Webinar: The Best Customer Service Experience by PayPal Product Leader

Main takeaways:

Key tenants to establish a scalable Customer Journey management product - Capabilities & Org Culture
Automating Anomaly Detection & Experience Personalization - Machine Learning & Decision frameworks
The role of Customer Journey Analytics and AI

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Webinar: The Best Customer Service Experience by PayPal Product Leader

  1. 1. www.productschool.com The Best Customer Service Experience by PayPal Product Leader
  2. 2. CERTIFICATES Your Product Management Certificate Path Product Leadership Certificate™ Full Stack Product Management Certificate™ Product Management Certificate™
  3. 3. Corporate Training Level up your team’s Product Management skills
  4. 4. Free Product Management Resources BOOKS EVENTS JOB PORTAL COMMUNITIES bit.ly/product_resources COURSES
  5. 5. Customer Journey Management (Primer) Landscape | Detecting Anomalies | Journey Analytics
  6. 6. Hello! I am Pankaj Sarin ➢ I’m a Product Manager at PayPal. ➢ I manage complex enterprise and customer success products at work! ➢ Payment Tokens, Blockchain, Musical instruments and Outer space are my favorite topics!!!
  7. 7. ➢ Customer Journey Management | The Foundation ➢ Anomaly Detection ➢ Journey Orchestration ➢ Experience Personalization ➢ Journey Analytics Agenda
  8. 8. Customer Journey Management The Landscape
  9. 9. Customer Journey Management (CJM) | The Need • ➢ • Likelihood to Advocate or Churn CX Personalization Recontact Reasons Journey Prediction
  10. 10. Sample Customer Journey Map Awareness Onboard Product/Service Usage Service Experience Retention and Loyalty Selects Plan Selects BYOD Activates Product Issue Discovery - NLP Contacts IVR Authenticates at IVR Agent Interaction New Offer Enrolments Provides Survey/Feedback Marketing Campaign ($10 Credit) Accesses Mobile App Confirms Details Accepts Terms Persona: New User Stage Touchpoints Channels
  11. 11. Key Elements Required to Build Best in Class Customer Journey Platform Journey Optimization (Experiment – Test Hypothesis) Journey Orchestration (Automate Decisions, AI/ML) Journey Mapping (Cross Channel Behavioral Maps) Journey Discovery (Enterprise events) Prime Data Integration (Identifying the best data sources)
  12. 12. How can you be successful in establishing a scalable Customer Journey platform? ➢ ➢ ➢ ➢ ➢
  13. 13. Journey Orchestration Anomaly Detection & Personalization
  14. 14. What is an Anomaly? ➢ ➢
  15. 15. Top Ways To Detect Anomalies Anomaly Detection Manual Custom Dashboards Semi-Automated Journey Tracking & Simple Decisions Completely Automated Journey Tracking & ML Models
  16. 16. Defining Journey Orchestration ➢ ■ ■
  17. 17. Customer Journey Personalization User Signs Up Searches How To Pay Attempts Payment Phone Contact Payment Error User Drops Performs Profile Change Successful Payment Agent Transfer Ideal State Journey Journey Deviation Journey Orchestration Decisions
  18. 18. Journey Analytics Measuring Success & Experimenting More!!
  19. 19. The importance of Journey Analytics ➢ ➢ ➢ ○ ○ ○
  20. 20. Thanks!
  21. 21. www.productschool.com Part-time Product Management Training Courses and Corporate Training

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