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Digital First Experience Oshrat Nir April 2015 Revenue and Customer Management

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Digital First Experience

Oshrat Nir

April 2015

Revenue and Customer Management

Information Security Level 1 – Confidential

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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

Email

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

Thank [email protected]

@oshratn; @Amdocs