Online Customer Experience - Dhrubo Sircar

Slide 1: Architecting Your Customers’ On-line Experience Portals, Kiosks, Vendors, Usability, Security - Factors that matter Lessons from the financial services industry in the past decade By Dhrubo K Sircar CIO United Dominion Realty Inc. DIO Global Financial Services – Wachovia Corp (1995 – 2007)

Slide 2: Customer Experience Transition 2 1995 2008 People – CSRs People CSRs People were the vehicle Kiosks - Internet Portals Microfiche Web pages Paper Printout Personalized data Telephone calls Smart Call Centers/VRUs Human speed Internet Speed…your wait is Choice-Magazines, Bill- boards Choice is King - Multiple- Days to Fulfillment channels/common functions 5/12/2008 Immediate Fulfillment

Slide 3: 3 2010 and Beyond Choice Increased use of Portals – Google, Why is Yahoo in play, Search Engine wars… Mobile Apps – Non Tethered computing and experience Speed Few banner ads and surveys Value Creation– “Moving beyond price to understanding needs and tailoring solutions” Multiple Channels – Web, Bricks & Mortar, Call Centers Beyond E-mail to a focused phone calls Viral Messaging -FaceBook, Youtube…The new word of mouth 5/12/2008

Slide 4: 4 2010 and Beyond … continued Security and Privacy – Guard it or go out of business Demand and supply trump everything but don’t ignore ease of use - usability 3-5 steps to complete a transaction Easy to read Where am I – Context – Kill those pop-ups, Accordion Model Get rid of busyness & clutter Eat your cooking, Drive your cars, Use your portals Vendors are not your friends – Interoperability is a dirty word… they don’t want you to be free, they want control – You will have to preserve your flexibility of action We are still social beings – People with the right tools will win the day No whining – It has always been hard – industrial revolution to the internet revolution 5/12/2008

Slide 5: 5 Dialogue – Q & A 5/12/2008