shaping your customer’s experience in the digital age · improving user experience. before...
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![Page 1: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/1.jpg)
Shaping your customer’s experience in the digital age
![Page 2: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/2.jpg)
Real life User Experience Design
Transformation of an existing service automating all requests and improving user experience.
Before Transformation
VS After Transformation
8000Requests/month
12000
5 DaysAverage “Time to
Implement”0.1 Day
10 DaysMax “Time to Implement”
2 Days
5%Rework rate
2%
Customer Satisfaction
Shaping your customer’s experience in the digital age2
?
![Page 3: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/3.jpg)
Real life User Experience Design
Transformation of an existing service automating all requests and improving user experience.
Before Transformation
VS After Transformation
8000Requests/month
12000
5 DaysAverage “Time to
Implement”0.1 Day
10 DaysMax “Time to Implement”
2 Days
5%Rework rate
2%
Customer Satisfaction
Shaping your customer’s experience in the digital age3
![Page 4: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/4.jpg)
01
Shaping your customer’s experience in the digital age4
Customers expectations
02 The dilemma
Make it happen03
![Page 5: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/5.jpg)
Shaping your customer’s experience in the digital age5
Customer expectations01
1
3
5
2
4
Provider Intimacy
Increased throughput
Speed
Quality
Reduced price
![Page 6: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/6.jpg)
01
Shaping your customer’s experience in the digital age6
Customers expectations
02 The dilemma
Make it happen
Summary
03
![Page 7: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/7.jpg)
TShaping your customer’s experience in the digital age7
Customer Intimacy
Speed
Quality
The dilemma for the provider02
To ensure cost saving, increase throughput, speed and quality, AUTOMATION has to be implemented or increased
AUTOMATION reduces customers interactions
+
-
Service Delivery might be different !Loss of connectivity . Loss of feedback . Loss of opportunities?
![Page 8: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/8.jpg)
01
Shaping your customer’s experience in the digital age8
Customers expectations
02 The dilemma
Make it happen03
![Page 9: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/9.jpg)
Shaping your customer’s experience in the digital age9
Make it happen
Perception Management
• Customer Surveys
• Workshops
Technology support
• Chatbots
• Portals
• Data Analytics
Governance
• Awareness
• Outside In view
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![Page 10: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/10.jpg)
Shaping your customer’s experience in the digital age10
Your contact Tobias [email protected]
Contacts
Your contact Gabriel [email protected]
![Page 11: Shaping your customer’s experience in the digital age · improving user experience. Before Transformation VS After Transformation 8000 Requests/month 12000 5 Days Average “Time](https://reader034.vdocument.in/reader034/viewer/2022050315/5f774264ff96f32c090b7afc/html5/thumbnails/11.jpg)
Shaping your customer’s experience in the digital age11
Thank You.