digital first experience
TRANSCRIPT
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Global consumer survey reveals
that every interaction counts
will buy more if their service provider
was able to offer a simple,
consistent, and personalized
user experience
93%
more likely to recommend if the service
provider would provide them with a
faster response and pleasant
experience
94%
Source: Coleman Parkes, Dec 2014
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Are you giving your customers
a seamless experience?
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Did you know that 86% of
customers believe interactions
with their service provider are
too complex?
Did you know that 49% have
tried using self-service but ended
up calling the contact centre to
resolve their problem…
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Today’s solutions are not
meeting customer’s needs
A Digital Transformation
is underway A Digital Transformation
is underway
A Digital
Transformation
is underway
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Digital TransformationFrom ‘Telco with a website’ to ‘Digital Business’
Empowerment Penetration
‘No choice’ – customer demand (online and mobile)
Improved Customer Experience (NPS)
OPEX Reduction
Digital
First
90% Transaction
Coverage
>50% increase
in adoption
over 3 years
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Enabling the
digital transformation
Self-Service
E-Commerce
Business Agility
Personalization
Omni-Channel
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How are your customers doing online?
Source: Coleman Parkes, Dec 2014
Only 17%
always get a consistent
response across
channels
choose not to use
online self service
as it is inaccurate
or incomplete
48%
do not complete
their purchase online
80%
Self ServiceBusiness
AgilityE-Commerce Personalization
Omni-Channel
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What is the secret to self-service adoption?
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
1. Mobility & Device support
2. Channel Hopping
3. Marketing
4. Usability
5. Pricing
6. Other
Mobili
ty &
Devi
ce su
pport
Channel
Hoppin
g
Mark
eting
Usabili
ty
Pricin
g
Other
21%
3%6%6%
62%
3%
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E-Commerce needs
not addressed
well today
Over 50% of customers are not happy with
their service provider's online experience
Over 76% of customers have had to
restart a transaction when channel hopping
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Is E-Commerce a separate revenue center?
55%
45%
1. True
2. False
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Research Shop Buy ServicePick up
Web
Contact
Centre
In-Store
Catalog
Mobile
Device
Social
Consider the Customer E-Commerce Journey…
1
2
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
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Research Shop Buy ServicePick up
Consider the Customer E-Commerce Journey…
1
3
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
UI
eCommerce eCare, eBill
BSSMaster Catalog
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Business Agility
drives
Time to Market
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How long does it take to introduce a promotion?
1. Hours
2. Days
3. Weeks
4. Months
HoursDays
Wee
ks
Month
s
12%
29%
38%
21%
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Fast time to market necessitates a powerful master catalog
1
6
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
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Configuring new promotions and offers must be fast and simple
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
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To personalize
Customer Experience,
you need to understand it first
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How do you personalize interactions?
1. Per customer
2. Micro-segmentation
3. Market Segmentation
Per cust
omer
Micr
o-segm
enta
tion
Mark
et Segm
entatio
n
40%37%
23%
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Visits
Website
Orders
Services
Calls
Support
New
Service
Goes to
Shop
Billing
Change
Over
uses
Services
ACTFix issue before customer notices
Notify customer via preferred channel
Guide agents to fastest resolution
SEEMonitor customer lifecycle events
Understand full customer context
THINKIdentify potential issues as they occur
Diagnose root causes
Recommend best action in real time
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
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Omni-Channel:
Customers Are Not
Getting a Consistent
Experience
42% found inconsistent information
between retail stores and web
self-service
40% found inconsistent information
between call centers and self-service
Source: Coleman Parkes, Dec 2014
80%
get inconsistent response across
channels when they interact with their
SP
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Omni-Channel Experience
Allowing customers to purchase and manage any service/products they want
…and is consistent with online
… is on the retail tablet…
What’s on the agent desktop…
Self Service E-CommerceBusiness
AgilityPersonalization
Omni-Channel
Websites Mobile Store Email Social media Call center Digital print Search
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An Omni-Channel Case StudyWhy do customers complain?
45% customer complaints related
to billing errors
● #1 reason is incorrect charge
● #2 reason is data charges
● #3 reason is roaming charges
30% customer complaints related
to contract disputes
● #1 reason is misleading info of terms
● #2 reason is early termination fees
Source: CCTS Annual Report, 2013
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Leverage existing environment:
CRM and billing data implemented
How did Omni-Channel Experience help?
~8M consumer mobile subs, plus
phone, internet, and TV subscribers;
approximately 4,000 CSRs
Delivering faster resolution time Improving customer satisfaction
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Amdocs:
Enabling Digital Transformation
Self Service
Business Agility
E-Commerce
Personalization
Omni-Channel