Build competitive edge through differentiated customer experience
3 likes1,291 views
The document emphasizes the importance of personalized customer experience as a competitive edge in the digital landscape, highlighting the need for businesses to unify their customer experience projects and break down silos. It discusses how leveraging customer data and modernizing order management can enhance engagement and streamline operations, thereby boosting revenues. Additionally, it points out the challenges organizations face in capitalizing on big data while stressing the necessity for agility and quick responses to changing customer interactions.
Build competitive edge through differentiated customer experience
- 1. © Intense Technologies Limited 1 Build competitive edge through differentiated customer experience
- 2. © Intense Technologies Limited 2 Your customers have more choices to interact with you
- 3. © Intense Technologies Limited You risk ceding more ground to disruptive digital players if you don’t act now! Customer experience is the next battlefield - Gartner 3
- 4. © Intense Technologies Limited 4 Your customer data is your asset Use it to build competitive edge through differentiated customer experience
- 5. © Intense Technologies Limited What needs to be done ? 5 Multiple customer experience projects Enterprise wide unification Break the departmental silos of people, process and technology to empower stakeholders Today’s siloed approach Future collaboration
- 6. © Intense Technologies Limited 6 Why personalization is the key?
- 7. © Intense Technologies Limited Key imperatives of service providers 7 34% of respondents from global telecom operators deemed service personalization as their number customer centricity initiative – E&Y study of 43 interviews with representatives of 40 organizations Source: Global telecommunications study: navigating the road to 2020
- 8. © Intense Technologies Limited Outside-in approach for personalization 8 Your business processes need to be proactively align to customers’ needs
- 9. © Intense Technologies Limited 9 Personalization of Omni-channel customer experience
- 10. © Intense Technologies Limited Customer journey in the digital world 10 Research suggests that customer hops at least three channels before completing a single transaction
- 11. © Intense Technologies Limited The physical and the digital divide 11 Consumers increasingly expect to move seamlessly across channels, receiving consistent content through physical and digital channels No more inconsistent pricing on digital and physical channels LG G Stylo (Sprint Prepaid) Price: $199.99 Price: $170.99
- 12. © Intense Technologies Limited Bridging the gap 12 Personalization is ensuring that customers get a pre-selection of what they’re interested in, in the channels and mediums that they interact
- 13. © Intense Technologies Limited How it helps in boosting revenues 13 Personalized up-sell and cross-sell opportunities While enhancing customer experience Streamline operations Reduce customer support costs
- 14. © Intense Technologies Limited 14 Personalization of order management for customer experience
- 15. © Intense Technologies Limited What Amazon does that you don’t ? 15 Bundle offers (multiple products) Recommendation based on purchase history Seamless experience across channels
- 16. © Intense Technologies Limited Modernization of order management 16 Single Portal OMS1 EPTJ P1 OMS2 cable P2 OMS3 Broadband P3 Procurment1 Billing OTD status1 OTD status2 OTD status3 Procurment2 Procurment3 Billing Billing Mobile Broadband DTH Fixed line Prod catalogue Modernization of existing infrastructure to enable bundle offers across lines of business
- 17. © Intense Technologies Limited One customer, one experience 17
- 18. © Intense Technologies Limited 18 What big data technologies are doing to enhance customer experience
- 19. © Intense Technologies Limited Adoption of big data technologies 19 Customer experience was the top priority for respondents invested or planning to invest in big data technology Source: Gartner
- 20. © Intense Technologies Limited Challenge of organizing for big data Despite big investments surrounding big data, information leaders are struggling to turn proofs of concept into demonstrable business value. Source: Gartner 20
- 21. © Intense Technologies Limited Focus shifts from insights to action 21
- 22. © Intense Technologies Limited Agility to act quickly is important 22 The pace at which customers interact with systems of engagement is exponentially higher than response time taken by systems of record. Customers move channels rapidly and expect consistency Legacy systems react slowly to customer needs
- 23. © Intense Technologies Limited IT silos impacting the entire value chain 23 90% of the information assets from big data analytic efforts will be siloed and unleveragable across multiple business processes
- 24. © Intense Technologies Limited Seamless federation for swift action 24 Stakeholders are aligned with right information at the right time, in the right format refines customer experience
- 25. © Intense Technologies Limited UniServe™ – Fastest way to build business agility 25
- 26. © Intense Technologies Limited Platform that builds business agility 26
- 27. © Intense Technologies Limited 27 Personalization made easy with UniServe Just configure .. Do not code!
- 28. © Intense Technologies Limited Our mission: Help you act on big data 28 Build competitive advantage through differentiated customer experience