Digital Client Journey Increasing Conversions & Engagement
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The document outlines a digital client journey management strategy aimed at enhancing customer engagement and growth through a focused digitalization roadmap. Key points include the importance of an omni-channel experience, improvements in customer satisfaction, and significant cost savings that drive competitive advantages. It also discusses the implementation of advanced technology modules and compliance features to support efficient client onboarding and service delivery.
Digital Client Journey Increasing Conversions & Engagement
- 1. Digital Client Journey Management Enabling Client growth DISCLAIMER: Please note that these slides & the content only reflect the views of the author/speaker. https://www.linkedin.com/in/frankroessig/
- 2. Agenda Follow the clients Digital Strategy Digitalization Roadmap Solution Implementation Learnings Benefits Outlook
- 3. Follow the Customer .. to where they live
- 4. Follow the Customer – High Expectations 4 - Intuitive - Seamless - Immediate gratification - Relevant - Convivial - Trusted
- 5. Digital Strategy Drivers – Customer Engagement “ The .. majority [of customers}, or 73%, used multiple channels during their shopping journey” SOURCES: HBR, Business2Community, cordena, jacada, invesp.
- 6. Digital Strategy Drivers - Financials 5Y CAGR Revenue +10% EBITDA +25% SOURCE: EY Customer-centric companies are 60% more profitable t Brands with superior customer experience bring in 5.7 times more revenue 84% of companies that improve their CX report an increase in revenue. SOURCE: Forbes / Forrester SOURCE: Watermark Consulting
- 7. Digital Strategy Drivers – TelCo ambition
- 8. Roadmap – ROI SOURCE: iStock/Melpomenem
- 9. RoadMap – CX SOURCE: iStock
- 10. Roadmap – Team & Partners
- 12. Implementation – Design, Build & Iterate SOURCE: Proximus Luxembourg
- 13. Implementation – Technology Modules COUNTERPARTY INTERFACES • Omni-device: Responsive Web & Mobile Interfaces • Swift & easy journey • Interactive: Chat, Audio, Video … Dashboard & Workflow Logic: • Data Collection, Due Diligence. • Risk Scoring, Categorization. • Tasks, Notifications, Signatures. • Case & Document Management • Transaction Logs COMPLIANCE PORTAL KYC MODULES APIs • Best-in-class KYC modules. • Select Your Module combination. • Activate Module only when required based on RBA • Tailor to business model. SOURCE: Proximus Luxembourg
- 14. Implementation – Key Features
- 15. Implementation – Focus point IDV SOURCE: Proximus Luxembourg
- 16. IMPROVE EDGE DANGER IMPROVE Implementation – Focus on Competitive Edge Convenience Cost Client Onboarding Market Average Gaining Clients Losing Clients + + - - Swift Conversion leads to stronger Engagement SOURCE: Proximus Luxembourg
- 18. Benefits - Strengthening the competitive position! • Omni-channel experience attracts high client flow. • Enhanced client satisfaction drives revenue through retention and strong client relationships. • Digital process enhances productivity with cost saving up to 90%1, thereby increasing margins. • Positive image as digital company. • Strong security features ensure compliance and fraud detection in the most invisible manner. • Foundation for the up-selling of mobile based services.
- 19. The Future looks - Personalized
- 20. The Future looks - Voice
- 21. The Future looks – Augmented
- 22. The Future looks – Bionic