“creating great value from great experience” · 2019. 6. 17. · customer journey mapping...
TRANSCRIPT
“CREATING GREAT VALUE FROM GREAT EXPERIENCE”...every customer interaction matters
Michael LightfootNeopost/GMC Software Technology
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Why Customer Experience is critical today
Increased global competition
Many products are becoming
more commoditised
Traditional marketing can be less effective in
isolation
Customers and prospects have
higher expectations
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drivers leading organisations to modernise CX
Social Media
Consumerisation of IT.
Everything is digital.
Self service.
The Cloud
Enabling IT.
Transforming business operations.
Monetising differentiated services.
Analytics
Real time data.
Data driven processes.
Cross organisations analytics.
Customer experience optimisation.
Mobility
Anywhere, any device.
Interaction vs. input.
Real time automation.
Across stakeholders.
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digital statistics…............
@wearesocialsg • 482
ACTIVE
INTERNET USERS
TOTAL
POPULATION
ACTIVE SOCIAL
MEDIA USERS
MOBILE
CONNECTIONS
ACTIVE MOBILE
SOCIAL USERS
FIGURE REPRESENTS MOBILE
SUBSCRIPTIONS, NOT UNIQUE USERS
FIGURE BASED ON ACTIVE USER
ACCOUNTS, NOT UNIQUE INDIVIDUALS
FIGURE BASED ON ACTIVE USER
ACCOUNTS, NOT UNIQUE INDIVIDUALS
FIGURE REPRESENTS TOTAL NATIONAL
POPULATION, INCLUDING CHILDREN
FIGURE INCLUDES ACCESS VIA
FIXED AND MOBILE CONNECTIONS
JAN2016
A SNAPSHOT OF THE COUNTRY’S KEY DIGITAL STATISTICAL INDICATORS
MILLION MILLION MILLION MILLION MILLION
64.91
URBANISATION: 83%
59.47
PENETRATION: 92%
38.00
PENETRATION: 59%
74.92
vs POPULATION: 115%
33.00
PENETRATION: 51%
DIGITAL IN THE UK
• Sources: UN, US Census Bureau; ITU, Facebook, GSMA Intelligence.
@wearesocialsg • 496
JAN2016 E-COMMERCE BY DEVICE
SEARCHED ONLINE
FOR A PRODUCT
OR SERVICE TO BUY
IN THE PAST 30 DAYS
PURCHASED A
PRODUCT OR
SERVICE ONLINE
IN THE PAST 30 DAYS
VISITED AN
ONLINE RETAIL
STORE IN THE
PAST 30 DAYS
MADE AN ONLINE
PURCHASE VIA A LAPTOP
OR DESKTOP COMPUTER
IN THE PAST 30 DAYS
MADE AN ONLINE
PURCHASE VIA A
MOBILE DEVICE IN
THE PAST 30 DAYS
• Source: GlobalWebIndex, Q4 2015. Based on a survey of internet users aged 16-64. Note: Data has been re-based to show nat ional penetrat ion.
SURVEY-BASED DATA: FIGURES REPRESENT USERS’ OWN CLAIMED / REPORTED ACTIVITY
79% 27%79% 73%77%
@wearesocialsg • 492
JAN2016 FACEBOOK USER PROFILE
• Source: We Are Social’s analysis of Facebook-reported data, Q1 2016. Note: table values may not sum to 100% due to rounding in reported data.
DETAIL OF FACEBOOK USERS BY AGE GROUP AND GENDER, IN MILLIONS
AGE TOTAL FEMALE MALE
TOTAL
13 – 19
20 – 29
30 – 39
40 – 49
50 – 59
60+
13 –19 YEARS OLD
60+ YEARS OLD
20 –29 YEARS OLD
30 –39 YEARS OLD
40 –49 YEARS OLD
50 –59 YEARS OLD
FEMALE
MALE
2.1
5.3
4.1
3.4
2.5
2.1 1.9
5.4
4.0
3.0
2.0 1.7
38,000,000 51% 49%
11% 6% 5%
28% 14% 14%
21% 11% 11%
17% 9% 8%
12% 7% 5%
10% 6% 4%
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with just one interaction you could...
...make an incremental sale
…create a brand advocate
...lose a customer
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Why Neopost?
Over 1,600 clients worldwide
Ranked as a leader by Forrester, Gartner and IDC
Largest CCM/CX R&D facility in the world
98% client satisfaction rate
9 to 18 month payback period
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Credentials – market leaders in CCM & CX enablement
Gartner ranks Neopost/GMC as a leading vendor.
“GMC has one of the
strongest customer
experience ratings from
users surveyed for this
Magic Quadrant.”
“GMC is one of the
providers that shook up,
and continues to shake up,
the CCM software market.”
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credentials – market leaders in CCM & CX enablement
Forrester ranks Neopost/GMC as DOCCM market leader.
The best score combination in terms of Current Offering and Strategy.
“Forrester now believes
GMC’s CCM business is
growing faster than the
overall market.”
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digital communication & customer experience
“To remain competitive
in a complex digital
world organisations
must deliver an
exceptional customer
experience.”
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the challenges facing traditional business...
Silos Legacy systems
”Our data is too complex”
“Too many stakeholders”
“Cost of transformation is
too great..’
”Segmentation -B2B, B2C &
B2B2C”
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Start-up vs. Legacy….................
CX & technology change the game
$100bnHeavily regulated
Silicon Valley is coming!Jamie Dimon CEO JPMC
2015 Shareholder Letter
Introduction to GMC Software 12
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how will digital disrupt traditional business?
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more than 12,000 FinTechs
$12.2bn Investment
Source: McKinsey Global Banking Annual Review 2015
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the numbers….....
Yahoo! Flurry Analytics
Customer interactions are mobile apps originated
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evolution of assets…
Omni-Channel
Customer Experience
Integration
Opti-Channel
Customer Transition
Brand Protection
Profit Maximisation
Optimisation
Performance
2000 2005 2015 2016
Catalogue & Bricks
Integration
Clicks
CSR
Social/MobileChannels
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focus...
“Customer
communication is our
core focus and passion.
It’s what we do!”
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supporting ubiquity…........ social commenting to CX
Customer Journey Mapping Inspire Designer
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ubiquitous service initiatives deliver significant benefits
Provide a reduction in cost to serve, while also increasing CX metrics
Customer
Experience
Metrics
Cost Reduction
Reduce average
handle time
Lower CS agent
attrition
Increase self service usage
Increase first call
resolution
Increase net promoter
score
Improve quality
monitoring scores
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meeting customer expectations...
Optimise everytouch point
Marketing, statements, contracts, service letters, loyalty programs, renewals, notices, card fulfillment
Digitise legacy
paper processes
(e.g. digital onboarding)
Drive clients to
lower-cost, higher-impact channels
Deliver consistent, engaging
Opti-channel experiences
Refine the customer journey and optimise moments of truth
Provide customer’s channel preference
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navigating the digital transformation journey
“Neopost helps
organisations navigate the
transformation to digital
and engage meaningfully
with their customers and
citizens across the entire
customer journey.”
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tomorrow’s Customer Experience….......today!
Boursorama - La nouvelle banque du futur Created by Crea Banque
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your questions
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thank you