Becoming a Customer-Centric Enterprise via Real-Time Data and Design Thinking
Mike Rowland, Director CX Strategy, West Monroe Partners
Kartavya Jain (KJ), Product Marketing Manager, DataStax
January 2018
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Data driven CX helps Sr. Executives and Boards build business value with strategies for what’s next to
accelerate their organization to sustainable advantagein the marketplace.
ACCELERATING TO ADVANTAGE
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
The Challenges are Real. THE SHIFT IS UNDERWAY
EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…
-
-
-
+
+
+
Keep your finger on the pulse of the customer.
Develop an organization focused on data driven decisions.
Organize in a flexible manner to react nimbly to market needs.
Customer expectations are changing faster than ever.
Accelerating technology and data driven capabilities are disrupting markets.
Organizational structures are unable to effectively meet the needs of a changing market.
ORGANIZATIONS ARE FACING FOUNDATIONAL MARKET ISSUES IMPACTING THEIR ABILITY TO COMPETE.
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
To Accelerate, Organizations Must be Built on a Foundation of Customer Experience
WHY CX?
EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…ACCELERATING
BUSINESS VALUE
ACCELERATING TO ADVANTAGE results when executing on
customer experience becomes a clear differentiator that delivers
higher revenues and profits.
BUILDING
STRATEGYInformed by research & insights
PROGRAMSDelivered through digital channels
TECHNOLOGYEnabled by digital platforms
ANALYTICSUsed to inform your strategy
PR
OC
ESS
LEADERSHIP
GOVERNANCE
PEO
PLE
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Achieving Customer Experience Success is a Journey to Unlock Value
CX MATURITY
Differentiate
Optimize
Elevate
Repair
Economic Value
Inefficient
Coordinated
Data Driven
Competitive Advantage
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Value must be balanced between the customer and your organization
CX Value
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
And that’s where measurement becomes important…
CX Value
Improved Customer Experience
Improved Employee Satisfaction
Improved Operations to our Customers
Cost Savings & Growth Opportunities
Overall Satisfaction
Customer Effort
Customer Success
Customer Touchpoints
Overall Satisfaction
Empowerment
Employee Success
Retention Rate (%)
Digital Self-Service Activity
Website Activity
Process Efficiencies
Fulfillment Improvements
Increased Share of Wallet ($)
Key Customer Retention Rate (%)
Key Customer Profitability ($/%)
“Are we providing value that meets the
needs of our customers?”
“Are our employees empowered to deliver
those benefits?”
“Are our operational metrics improving as a
result?”
“What is the economic value of our
improvement?
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
AES – WMP CX CollaborationCUSTOMEREXPERIENCE
“To deliver a better customer experience we’re going to have to be much more externally focused, and it’s not just IT, not just customer service – it has to be the whole company.” Mike Collier, AES
ENERGY CONTROL
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Barclaycard – WMP CX CollaborationCUSTOMEREXPERIENCE
“As engaged customers become happier customers, we’ve been able to benefit from a lower cost of serving our customers.” Sylvia Veitia, Head of Customer Experience, at Barclaycard
ENEY CONTROL
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Design Thinking uncovers customer experience opportunities using a collaborative approach
CUSTOMER-CENTRIC FOCUS
“Design Thinking” is a well-defined process for driving creativity and innovative solutions for our customers and employees
DEEPEN Methodology
Understand the customer’s POV
through data driven personas
and journey maps
Define the issues & potential value
beginning with your North Star
Ideate future state solutions
that unlock business value
Develop a roadmap to
activate your vision
Build, test and deploy.
COLLECT DATA TO ITERATE!
Define Empathize Envision Plan Enact
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
Your CX Starting Point
THE JOURNEY TO VALUE STARTS HERE
IDENTIFY THE NORTH STAR
The foundation of value acceleration is your customer promise, or North Star and how you deliver value to your customers.
Through the lens of the North Star, your strategy moves from repairing customer touchpoints to differentiating on customer experience.
© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
CLOSING The West Monroe Commitment
Business acumen with technical expertise
Focus is to achieve sustainable value
Collaborative teamwork
Knowledge transfer of CX tools and techniques
Strong track record delivering value to our clients
Thank You
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
A unified CX data layer of database, search, and
analytics, that enables enterprises to:
• Innovate by using our data platform to gain a
holistic view of all customers
• Accelerate their customer experience initiatives
• Mitigate risk and increase flexibility for critical
customer experience initiatives
DataStax Enterprise is powering the
Right-Now Enterprise
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.