IDC CX Direction 2018
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The document discusses current directions in customer experience (CX) strategy and initiatives for CX-focused institutions, specifically in Asia Pacific banks. It highlights top CX initiatives, technologies to watch such as personalization and orchestration, and emphasizes the importance of utilizing banking business architecture for creating effective CX initiatives. The document also outlines indicators for technology adoption, including speed, risk level, and market buzz.
IDC CX Direction 2018
- 1. Customer Engagement and Communication:
- 2. 2 ▪ Strategy: Current CX (Customer Experience) Directions ▪ Initiative: the initiatives for CX-focused institutions ✓ Top 10 CX Initiatives in Asia Pacific Banks (IDC Regional Research) ✓ CX on Banking (IDC Worldwide Research) ✓ CX on Insurance (IDC Worldwide Research) ✓ How to create CX Initiatives (IDC Guidance) ▪ Technology: the Technologies to Watch Handojo Triyanto – htriyanto@idc.com Senior Research Manager - IDC Financial Insights https://www.linkedin.com/in/handojotriyanto/ 1st March 2018 What I will be talking about
- 3. 3 No same Butterfly No same Customer #1Personalization
- 4. 4 Customer is like Moon Having Different Moments of Truth in their Journey #2Orchestration
- 5. 5 = Customer Experience Orchestration Services “A new approach to system design for CX has been emerging” “Easier for companies to run CX as well-coordinated and cross-departmental process” A new architecture based on “Open APIs” & “Microservices” Marketing Sales Customer Service Cards Deposits Collection CX-OS Collaboration Workflow Rules engine Event manager Streaming analytics/predictive analytics Reporting/monitoring SDK, APIs, microservices Tag management Identity and audience management Database Market Movement: Large vendors in back-end systems and other vendors developed and acquired a great deal of customer facing tech. “Tech Vendors demonstrates that technology is available to support CX-OS” Source: IDC, 2017 (#US42215216)
- 9. 9 Current Customer Experience (CX) Direction… Personalization Orchestration Digital Lifestyle Cognitive Technology Digital Value Providers #1 #2 #3 #4 #5
- 10. 10
- 11. 11 CX on Banking Source: IDC's Worldwide Digital TransformationUse Case Taxonomy, 2017: Banking Update (#US43026317)
- 12. 12 CX on Insurance Source: IDC's Worldwide Digital Transformation Use Case Taxonomy, 2017: Insurance (#EMEA42769517)
- 13. 13 “Utilizing Banking Business Architecture to create CX Initiatives” Proactively Creating Initiatives in CX Area IDC recommends to use: • TOGAF for developing business architecture (http://www.opengroup.org/subjectareas/enterprise/togaf) • BIAN Service Landscape for Reference Model (https://bian.org/)
- 14. 14 Omni-channel Design Cloud Services Mobile Apps Predictive Analytics Personalized Video Social Interaction Evaluate ---------- Test ---------- Deploy ---------- Maintain ---------- Replace Reshaping the market Delivering better business outcomes Growing based on specific use cases
- 15. 15 3 Other indicators for the watched technologies: • Speed of adoption = the speed with which technology adoption is moving • Risk level = the potential level of risk impacting success in technology adoption • Market buzz = the level of industry enthusiasm about the technology's promise
- 16. 16 Social Interaction Personalized Video Predictive Analytics Mobile Apps Cloud Services Omni-channel Design
- 17. 17 Win or Lose ? your customer
- 18. 18 Handojo Triyanto – htriyanto@idc.com Senior Research Manager - IDC Financial Insights https://www.linkedin.com/in/handojotriyanto/ 1st March 2018 IDC Perspective: Personalized End-to-End Customer Experience in Asia/Pacific Banking Industry For further information please refer to the latest IDC research: Summary ▪ Strategy: Current CX (Customer Experience) Directions ▪ Initiative: the initiatives for CX-focused institutions ✓ Top 10 CX Initiatives in Asia Pacific Banks (IDC Regional Research) ✓ CX on Banking (IDC Worldwide Research) ✓ CX on Insurance (IDC Worldwide Research) ✓ How to create CX Initiatives (IDC Guidance) ▪ Technology: the Technologies to Watch