SlideShare a Scribd company logo

Logpickr Customer Journey Analytics

•
•
Fabrice Baranski
Fabrice Baranski

The document discusses Logpickr, a customer experience analytics platform that uses process mining, big data, and artificial intelligence techniques to analyze customer journeys across multiple touchpoints and channels. It visualizes the customer journey to provide insights into satisfaction, pain points, and opportunities for improvement. Logpickr helps companies understand customer behavior on digital and retail channels, identify issues with their website, customer service, or logistics. The platform's unique approach automatically rebuilds customer journeys and processes from operational data to improve customer experience.

1 of 31
Download to read offline
EVERY CUSTOMER IS UNIQUE Get instant Customer Experience Insight that you can understand!
Our starting point : your customers
and your company.
Logpickr is focused on real time customer journey analysis. Logpickr, is a smart interface to visualize your customer journey, get insights on your company activities (or enhance your strategy !).
Customer journey : it’s all about your customer Why can’t I find what I’m looking for ? Why should I repeat my question ? I’m not well treated nor understood I want the same experience on my mobile , on web shop, on retail store
Customer journey: but also on enterprise side Why customers are not satisfied ? How do customers behave differently on mobile, online, in retail shops? Where’s the issue ? from the web site , customer service, or logistics ? Wealth of information, but none to understand real customer journey
Customer journey : next hot topic 2020 companies will spend more for a better customer journey 86% By 2020, customer experience will outperform price and product in buying decisions Source : 50 Important Customer Experience Stats for Business Leaders (Huffington Post)
still to improve … 72% customers declaring "experience doesn't match our needs" 2% companies satisified with customer journey analysis Source : 50 Important Customer Experience Stats for Business Leaders (Huffington Post) 40% companies analysing customer journey
impacting your business, improvement in customer experience increases incomes by 15%, customer satisfaction by 20% , decreases customer costs by 20% (McKinsey & Company) A customer shares his great experience with 9 people, poor experience with 16 (almost twice !) CUSTOMER SATISFACTIONINCOME Source : http://7theraofmarketing.com/97-customer-experience-stats-marketers-need-to-know/
Customer journey: a complex analysis ! ! ! ! ! Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms
Customer journey: a complex analysis ! ! ! ! ! Customer has different interactions (touchpoints) along his journey 1 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms
Customer journey: a complex analysis ! ! ! ! ! 1 Company handles customer journey 2 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms Customer has different interactions (touchpoints) along his journey
Customer journey: a complex analysis ! ! ! ! ! 1 2 And produces operational data3 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms Company handles customer journey Customer has different interactions (touchpoints) along his journey
Customer journey: a complex analysis ! ! ! ! ! Customer Journey Analytics ? " ! " " "tracker tracker tracker tracker
Customer journey: a complex analysis ! ! ! ! ! Process Mining ?
Customer journey: a complex analysis ! ! ! ! ! Logpick Analytics # # " " " "tracker tracker tracker tracker
Logpickr Analytics : innovation for customer journey analysis Unique know-how and innovative concept based on 4+ years of experience and research
Logpickr Analytics : from data to customer journey Catch Rebuild Analyze Operational Data " tracker " tracker " tracker " tracker Probes / Sensors Automatic Process rebuild KPI
Pm PROCESS MINING Logpickr implements innovative process mining algorithms, automatically rebuilding customer journey and operational processes from raw data (CRM, site web, logs, ERP)Process mining Logpickr Analytics : an unique concept
Bd Pm BIG DATA Manages all your data, anonymizing, securing them. Best of breed of Big data technologies. Big data + Logpickr Analytics : an unique concept
Ai ARTIFICIAL INTELLIGENCE Analyse your data, automatically highlights improvement paths, root cause, prediction, uses artificial intelligence techniques. Artificial Intelligence Pm Bd ++ Logpickr Analytics : an unique concept
Pm Bd Ai+ + Process mining Big data Artificial Intelligence = Logpickr Analytics Logpickr Analytics : an unique concept
Alpha version : september 2017 Products and services Logpickr Analytics B2B SaaS to visualize, analyse customer journey Online subscription or On Premise Interested ? logpickr.com
Products and services Logpickr Consulting Our know-how on audit and consultancy : üCustomer journey analysis üOptimization and recommendation üStarting Proof Of Concept
Products and services Logpickr Academy • Trainings for Logpickr Analytics • Adapted for: – Decision makers (CCO, CMO, ..) – Data scientists – Consultants
Proof Of Concept approach An agile approach to provide quickly: üQuick ROI you quickly obtain tangible results and undestanding on your customers journeys üCoaching we interact with your teams to decide together the best actions. You choose the desired detail level üNo risk evaluate concrete results based on your data. The decide where you want to go further. You only dare having deeper insights
Proof Of Concept : 3 stepsPreparation ü Data extraction ü Understanding your needs, and necessary data$ Integrationand Analysis ü Kick off ü Data integration ü Build of first analysis% Restitution ü Final Analysis ü Go/No Go for next steps & | ü Presentation and feedback on first analysis ü Improvements Contact us now to study your needs
Logpickr commitments FAST COACHING QUALITY CONFIDENTIALITY Fast ROI A team designed to help and coach your teams Qualified experts availabled for your projects Your Data Encrypted and anonymized COMPLETE A complete insight on Customer journey and Operational Processes
The team Fabrice BARANSKI Daniel CORTINOVIS CEO CTO " Passionate about innovation " " Software development expert " 20 years of innovation in leading companies Ingénieur Informatique Industrielle 2published patents 10 studied patents 30 years software development and architecture Ingénieur Informatique Industrielle Artificial Intelligence advanced studies research
They trust us coaching partnership Partnership with Orange Application for Business
Contact 2, bis rue de la châtaigneraie 35510 CESSON SEVIGNE Fabrice Baranski - CEO +336 77 86 39 38 fabrice.baranski@logpickr.com www.logpickr.com

More Related Content

Logpickr Customer Journey Analytics

  • 1. EVERY CUSTOMER IS UNIQUE Get instant Customer Experience Insight that you can understand!
  • 2. Our starting point : your customers
  • 4. Logpickr is focused on real time customer journey analysis. Logpickr, is a smart interface to visualize your customer journey, get insights on your company activities (or enhance your strategy !).
  • 5. Customer journey : it’s all about your customer Why can’t I find what I’m looking for ? Why should I repeat my question ? I’m not well treated nor understood I want the same experience on my mobile , on web shop, on retail store
  • 6. Customer journey: but also on enterprise side Why customers are not satisfied ? How do customers behave differently on mobile, online, in retail shops? Where’s the issue ? from the web site , customer service, or logistics ? Wealth of information, but none to understand real customer journey
  • 7. Customer journey : next hot topic 2020 companies will spend more for a better customer journey 86% By 2020, customer experience will outperform price and product in buying decisions Source : 50 Important Customer Experience Stats for Business Leaders (Huffington Post)
  • 8. still to improve … 72% customers declaring "experience doesn't match our needs" 2% companies satisified with customer journey analysis Source : 50 Important Customer Experience Stats for Business Leaders (Huffington Post) 40% companies analysing customer journey
  • 9. impacting your business, improvement in customer experience increases incomes by 15%, customer satisfaction by 20% , decreases customer costs by 20% (McKinsey & Company) A customer shares his great experience with 9 people, poor experience with 16 (almost twice !) CUSTOMER SATISFACTIONINCOME Source : http://7theraofmarketing.com/97-customer-experience-stats-marketers-need-to-know/
  • 10. Customer journey: a complex analysis ! ! ! ! ! Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms
  • 11. Customer journey: a complex analysis ! ! ! ! ! Customer has different interactions (touchpoints) along his journey 1 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms
  • 12. Customer journey: a complex analysis ! ! ! ! ! 1 Company handles customer journey 2 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms Customer has different interactions (touchpoints) along his journey
  • 13. Customer journey: a complex analysis ! ! ! ! ! 1 2 And produces operational data3 Customerjourney Touchpoints, channels Process/ OrganizationOperationalDataSystèms Company handles customer journey Customer has different interactions (touchpoints) along his journey
  • 14. Customer journey: a complex analysis ! ! ! ! ! Customer Journey Analytics ? " ! " " "tracker tracker tracker tracker
  • 15. Customer journey: a complex analysis ! ! ! ! ! Process Mining ?
  • 16. Customer journey: a complex analysis ! ! ! ! ! Logpick Analytics # # " " " "tracker tracker tracker tracker
  • 17. Logpickr Analytics : innovation for customer journey analysis Unique know-how and innovative concept based on 4+ years of experience and research
  • 18. Logpickr Analytics : from data to customer journey Catch Rebuild Analyze Operational Data " tracker " tracker " tracker " tracker Probes / Sensors Automatic Process rebuild KPI
  • 19. Pm PROCESS MINING Logpickr implements innovative process mining algorithms, automatically rebuilding customer journey and operational processes from raw data (CRM, site web, logs, ERP)Process mining Logpickr Analytics : an unique concept
  • 20. Bd Pm BIG DATA Manages all your data, anonymizing, securing them. Best of breed of Big data technologies. Big data + Logpickr Analytics : an unique concept
  • 21. Ai ARTIFICIAL INTELLIGENCE Analyse your data, automatically highlights improvement paths, root cause, prediction, uses artificial intelligence techniques. Artificial Intelligence Pm Bd ++ Logpickr Analytics : an unique concept
  • 22. Pm Bd Ai+ + Process mining Big data Artificial Intelligence = Logpickr Analytics Logpickr Analytics : an unique concept
  • 23. Alpha version : september 2017 Products and services Logpickr Analytics B2B SaaS to visualize, analyse customer journey Online subscription or On Premise Interested ? logpickr.com
  • 24. Products and services Logpickr Consulting Our know-how on audit and consultancy : üCustomer journey analysis üOptimization and recommendation üStarting Proof Of Concept
  • 25. Products and services Logpickr Academy • Trainings for Logpickr Analytics • Adapted for: – Decision makers (CCO, CMO, ..) – Data scientists – Consultants
  • 26. Proof Of Concept approach An agile approach to provide quickly: üQuick ROI you quickly obtain tangible results and undestanding on your customers journeys üCoaching we interact with your teams to decide together the best actions. You choose the desired detail level üNo risk evaluate concrete results based on your data. The decide where you want to go further. You only dare having deeper insights
  • 27. Proof Of Concept : 3 stepsPreparation ü Data extraction ü Understanding your needs, and necessary data$ Integrationand Analysis ü Kick off ü Data integration ü Build of first analysis% Restitution ü Final Analysis ü Go/No Go for next steps & | ü Presentation and feedback on first analysis ü Improvements Contact us now to study your needs
  • 28. Logpickr commitments FAST COACHING QUALITY CONFIDENTIALITY Fast ROI A team designed to help and coach your teams Qualified experts availabled for your projects Your Data Encrypted and anonymized COMPLETE A complete insight on Customer journey and Operational Processes
  • 29. The team Fabrice BARANSKI Daniel CORTINOVIS CEO CTO " Passionate about innovation " " Software development expert " 20 years of innovation in leading companies Ingénieur Informatique Industrielle 2published patents 10 studied patents 30 years software development and architecture Ingénieur Informatique Industrielle Artificial Intelligence advanced studies research
  • 30. They trust us coaching partnership Partnership with Orange Application for Business
  • 31. Contact 2, bis rue de la châtaigneraie 35510 CESSON SEVIGNE Fabrice Baranski - CEO +336 77 86 39 38 fabrice.baranski@logpickr.com www.logpickr.com