© Ericsson AB 2016

Enabling Individualization andPersonalization in a growingly complexCustomer Journey

Claes CegrellDirector, Head of OSS/BSS Strategy Execution

BU Support Solutions

© Ericsson AB 2016

Personalized Experience

Claes CegrellDirector, Head of OSS/BSS Strategy Execution

BU Support Solutions

© Ericsson AB 2016

The Inflection Point

INSTALLATION TRANSFORMATION

More efficientlysolving old problems –

winners among oldplayers

Applying paradigm toinnovate across

society – new winners

© Ericsson AB 2016

New BehaviorsConstantly changing

Everyday

$13 millioncrowdfunding

$2,7 billione-commerce

133 million hoursYouTube video

watched

2.7 billionphotos posted

328 millionapp downloads

2.7 billion likeson Facebook

Users want Oneclick experience

© Ericsson AB 2016

New Realities

Omni ChannelDigital

Interactions

OperationalAgility

New BusinessInnovation

InstantTime to Market

Real-timeCustomer

ExperienceManagement

© Ericsson AB 2016

Customer Journey

One Consistent Dialog

© Ericsson AB 2016

To be Successful

Omni ChannelExperience

ExcellentServiceDelivery

ActionableInsights

© Ericsson AB 2016

Actionable Insights

REAL-TIMEINSIGHTS

CLOSED-LOOPACTIONS

© Ericsson AB 2016

Real time Insights

Experience EventsChannels

Journey PhasesServiceLevel Index

Modify

Pay For

Get Help

Use

Setup

Get

Find

ExperienceLevel Index

Experience Level Index ELIService Level Index SLI

© Ericsson AB 2016

Omni channel Experience

12:01

Self Service API Assisted

Contextual Interaction logic

Personalized Experience

© Ericsson AB 2016

Excellent Service Delivery

Dynamic (E2E) Orchestration Layer

Customer triggers

Internal triggers Internal triggers

© Ericsson AB 2016

Summary

ExcellentServiceDelivery

ActionableInsights

Omni ChannelExperience

© Ericsson AB 2016