This is the slide material which was presented during a live webinar hosted by inQuba on the 21st August 2018.
WEBINAR SPEAKERS
Our industry expert speakers were Margot Birbeck (Director, inQuba Australia), Trent Rossini (COO, inQuba), Desan Pillay (CXO, inQuba)
QUESTIONS THAT WERE ADDRESSED
How do you discover and visualize the real customers' and agents' journeys as they navigate your products and channels?
How do we identify obstacles & drop offs in the journeys, in real time?
How do you intervene in order to nudge customers back onto their paths, while assisting agents to reach their goals, and ensure that they love the journey they’re on?
How do you do all this at scale, creating an operating model that is customer experience-driven?
For further information on inQuba Journey Analytics or other products, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
2. Welcome to our Webinar!
Customer Journey Management for Financial Services
The Science of Winning & Keeping Customers
TRENT ROSSINI
COO inQuba, and
ex COO of PruHealth,
and ex CIO of Discovery Health
DESAN PILLAY
CXO inQuba
ex Head Strategy Nedbank Business
Banking
MARGOT BIRBECK
Director inQuba Australia
ex inQuba Head of Customer Success
6. What are Financial Services Execs
thinking about?
Embedded Value
Good risk customers, low loss ratios, lower cost of administration, lower cost
of new business acquisition
Rising Cost of Acquisition
Aggregators, fintech startups & digital channel adoption make new customers
harder to convert, and increase the ease of switching
Growing Distance Between Business & Client
Touch matters, and it’s dwindling. Ecosystem Services are essential for driving
loyalty but introduces complexity. A single customer view is still essential
Digital Channel Adoption
Your average customer: traditional and digital channels
Switching Costs & Lapses
Switching costs are decreasing due to the growing choice of channels
available, and lapses are increasing
ACQUISITION
RETENTION
CROSS SELL
7. Helping end customers
achieve their desired
outcomes drives revenue
Customer centricity is a
cultural challenge and
interventions at key journey
points helps customers
achieve their goals
In order to get a full view of the
customer’s individual journey
integration of diverse data types
is required
Delighted customers are more
correlated with excellent
customer journeys than perfect
touchpoints
Empathy is achieved by
listening and understanding
customers across the
journey
Large client bases need to
leverage big data and machine
learning and digital interactions
to empathise at scale
Operating
Model
Actioning
Systems
Customer
Measurement
& Insight
Approach to meeting
The challenge
8. So, how can Acquisition,
Retention & Cross-selling
be ensured along the
customers’ journey?
9. Love the
Journey
POLICY APPLICATION
Acquisition
Retention
Cross Sell
ACTIVATION
Assignee: Martha Willems
Note: Hi Martha, kindly contact…
New Case: Contact Customer
Today, 15:41
Hi Charlotte, we see that you
may need some help with
activating your policy. Can we
give you a quick call..?
TransAtlantic Ins.
Today, 15:30
Yes please! ;-)
Charlotte Weaver
Today, 15:40
10. Love the
Journey
CLAIM
FINALISATION
Acquisition
Retention
Cross Sell
Assignee: Jeff Halbert
Note: Hi Jeff, kindly contact…
New Case: Contact Customer
Today, 15:41
Hi Charlotte, thanks for bringing
this to our attention. We’ll call..
@TransAtlantic
Today, 15:41
Wow @TransAtlantic, I’m a little
frustrated by the slow pace of this
claim…
@charlotte99
Today, 15:40
12. Love the
Journey
OFFER
PURCHASE
Acquisition
Retention
Cross Sell
Subject: Charlotte, this is for you
Hi Charlotte, we see that you’ve got a
shiny new Volkswagen! You may be
interested in our scratch cover! And we’ll
pay for the first 3 months of cover if you
just answer a few questions…
TransAtlantic Ins.
Today, 15:30
17. Gaining recognition in
Journey Analytics
Report:
Listed amongst 18 CFM vendors that support VoC programmes
through a broad capability set
“inQuba offers a customer journey modeler, a GUI-based
journey data modeler that captures customer journey data for
each client…”
Report:
18. MiWay retain over half of at-
risk customers that are actively
identified and engaged!
Retention-related complaints
have also halved.
57%
retention of
identified
at-risk
customers
19. Newly onboarded advisers with
servicing needs were identified
and targeted with focused
engagements
45%
increase in
satisfaction
amongst identified
advisers
20. Journey & Design Planning
& Data Fusion
TRANSACTIONAL
BUSINESS SYSTEMS
Example: Contact Centre records
QUANTITATIVE
FEEDBACK
QUALITATIVE
FEEDBACK
Very good!
Charlotte Weaver
Today, 17:40 Wow @TransAtlantic, I’m a little
frustrated by the slow pace of this
claim…
@charlotte99 Today, 15:40
22. Journey Testing Optimisation,
Automation & Orchestration
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Accept quote (agent)
Documentation (branch) Activation (web)
Journey Analytics inQuba Case Management
Hi Charlotte, we see that you
may need some help with your
quote. Can we give you a call..?
TransAtlantic Today, 15:30
Assignee: Martha Willems
Note: Hi Martha, kindly contact…
New Case: Contact Customer
Today, 15:41
Policy application
Yes please! ;-)
Charlotte Weaver Today, 15:40
23. Journey Testing Optimisation,
Automation & Orchestration
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Accept quote (agent)
Documentation (branch) Activation (web)
Journey Analytics
Dear Charlotte
We would really value your feedback
on your recent quote experience.
Kindly take a minute…
TransAtlantic
Today, 15:30
inQuba CX
Policy application
Very good!
Charlotte Weaver
Today, 17:40
24. Journey Testing Optimisation,
Automation & Orchestration
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Accept quote (agent)
Documentation (branch) Activation (web)
Journey Analytics inQuba Social Media
Hi Charlotte, thanks for bringing
this to our attention. We’ll call..
@TransAtlantic Today, 15:41
Policy application
Wow @TransAtlantic, I’m a little
frustrated by the lack of
communication from you..
@charlotte99 Today, 15:40
25. Journey Testing Optimisation,
Automation & Orchestration
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Accept quote (agent)
Documentation (branch) Activation (web)
Journey Analytics inQuba Engage
Subject: Charlotte, got two minutes?
Hi Charlotte, we’re thrilled that you’ve
successfully activated. We’d love to get
to know you. Please click
TransAtlantic Today, 15:30
Policy application
26. Journey Testing Optimisation,
Automation & Orchestration
Application (web)
Application (branch)
Application (agent)
Accept quote (agent)
Accept quote (web)
Documentation (branch)
Documentation (email)
Accept quote (agent)
Activation (web)
325
Accept quote (agent)
Documentation (branch) Activation (web)
Journey Analytics inQuba Single View
Subject: Charlotte, got two minutes?
Hi Charlotte, we’re thrilled that you’ve
successfully activated. We’d love to get
to know you. Please click here..
TransAtlantic Today, 15:30
Policy application
Charlotte Weaver : charlotte@email.com
28. Imagine you had the capability,
across millions of clients, to see
their journeys, & who’s cheering for
Wouldn’t that be a game changer?
That’s why we’re here.
31. Customer Applies for a
Credit Card
Customer Accepts Quote Customer Receives Card
Customer activates and
spends
Application
incomplete
Quote
pending
Quote
declined
N
T
U
Card not
activated
No spend
after
activation
Post-experience
measurement
Delivery
Experience
Sales
Experience
Application
fulfilled
Documents
outstanding
Post-experience
measurement
Post-experience
measurement
Case management
Post acquisition
insights - NPS score
or archetypes
Gain insight as to
why not taken up
Gain insight into why
the customer has not
yet accepted the
quote
Gain insight as to
why the customer did
not complete their
application
Gain insight into why
documents were not
submitted
Gain insight into why
there is a delay in
activation
Gain insight into why
there is a delay in
spend
Evaluate the overall
delivery experience
and channel
touchpoints
Evaluate the overall
sales experience and
channel touchpoints
Measurement
survey
Fallout survey
KEY
Stall Points
Journey Management
Machine Learning
32. Customer Applies for
a Credit Card
Customer Accepts Quote Customer Receives Card
Customer activates
and spends
Application
incomplete
Quote pending
Quote declined
N
T
U
Application
fulfilled
Documents
outstanding
Card not
activated
No spend after
activation
VOC Data
Transactional
Data
Credit Data
Machine Learning
Machine
Learning
Machine
Learning
Machine
Learning
Journey Management
Nudging Customers
35. The language of journey
In order to do Customer Journey Management, you will
need only three data points on each journey step.
Transaction Name Time Person
37. and time,
Time
Customer Journey Management (CJM)
you are able
to individually identify
a customer journey
path for each Bob,
John and Mark.
= Goal
= Goal
= Goal
With transaction
name, person
Bob
John
Mark
Person 1
Person 2
Person 3
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
38. and time,
Without person
Customer Experience Management (CEM)
this is just a
cluster of
experiences.
experience
experience
experience
experience
experience
experience
experience
experience
experience
experience
experience
experience
39. The power of Journeys
Steps towards a customer’s goal
Visualization of a customer’s path
Dead-ends; CEM shows you loops
The power to nudge
Contextual real-time engagements
All customers and not a sampleCustomer Journey Management
Bob
John
Mark
Person 1
Person 2
Person 3
Time
= Goal
= Goal
= GoalTransaction
Transaction
Transaction
Transaction
Transaction
Transaction Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
Transaction
40. Journeys can be effectively monetized
ACQUISITION RETENTION CROSS SELL
Target Marketing
Client behaviour and
characteristics lead to
segmentation and
customer persona
Customer channel
interaction
Customer
feedback
41. Where do you start
• Account opening
• Payment transfers
• New card/ mortgages/ VAT
• Collections/ recoveries
• Lost/ stolen & fraud
• Proactive selling
• Policy application
• Underwriting & pricing
• Claims
• Price increases
• Policy upgrade
• Proactive selling
• New activation
• Churn management
• Billing
• Feature/ plan change
• Suspend/ reconnect
• Device upgrade
• Device repairs
• Network issues
• Proactive selling
Retail and
commercial
banking
Insurance
Telecoms/
Media
42. How inQuba can assist you
Data is the
currency to Journey
– but it can be tricky
inQuba’s data
wizard tool
No system integration
required
Journey can
be effectively
monetized
Mapping and digitizing
your Journey
A team of data
scientists and BI
experts
Pioneers of Journey
Analytics
Please join the conversation while we’re talking and we’ll try to address as many questions as possible – use the hashtag #Jointhejourney
Also feel free to follow inQuba on Twitter or Facebook: @inQubaCX
Ask the question in the session…
[Pause for dramatic effect. Perhaps take a sip of your coffee..]
The Insurance environment has changed.
Embedded Value of an insurer refers to the present value of future profits. Future profits are ensured, more and more, through Ecosystem Services, which are are essential for driving loyalty, but they introduce complexity as business still requires a single view of the customer as they traverse journeys, channels and a growing list of products.
Rising Costs of Acquisition. Because of fintech start ups and aggregators..
Switching costs. Thanks to the increase in aggregators, fintech startups (like mobile brokering apps), and the adoption of digital channels.
Growing distance between insurer and client. Touch matters, but touch is diminishing due to aggregators and comparison sites
Digital channel adoption. The largest group of customers are hybrid: using traditional and digital in parallel. But business still needs a single view of the customer journey as they use all these channels.
ADDRESSING THESE WILL ALLOW US TO ADDRESS THE MOST IMPORTANT THINGS THAT KEEP THE LIGHTS ON AND KEEP YOU AWAKE AT NIGHT: ACQUISITION, RETENTION AND CROSS SELLING.
CXtended Thinking
CXtended is not about technology – it’s about Context empowering People with Empathy
CX needs a seat at the Marketing Table
There is no such thing as the ‘Marketing Table’ – all the customer experiences is the Customer Experience
CX Managers will need to move from Customer Journey Mapping (passive) to Customer State Mapping (proactive)
For the CXtended Journey CX Managers will need a CXtended Tookit
Let’s look at a few examples..
The customer initiates the application process, receives a quote and then undergoes underwriting. The customer then doesn’t accept the quote immediately and goes quiet. This is picked up by the inQuba solution which then triggers an engagement: a personalised mobile engagement in this example.
The customer responds to the engagement positively and a case is created and assigned post-processing. The customer is then contacted and the situation is resolved, resulting in ACTIVATION, and another heart…
Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
The customer lodges a claim but it doesn’t go well for her and she expresses some frustration on social media. A case is created based upon the text analytics processing which identifies the customer to be at risk. The customer is contacted within the SLA period and the situation resolved, possibly with an incentive offered.
Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
The finalised experience and customer journey also offers an opportunity to ask the client for feedback on the experience. This is done by a short survey triggered by the finalisation… Feedback received is then associated with the individual’s view, and also included in aggregate analytics.
Importantly, we also learn more about the customer, adding to the customer’s SINGLE VIEW.
The business, knowing more about the customer is now in a position to market an additional product/service to the customer. The customer receives a personalised campaign offering a good deal and a saving if some questions are answered. The customer accepts the offer.
We’ve been learning more about the customer with every interaction and this one is no different. In this case we learn more about interests and preferences and the single view of the customer becomes increasingly rich and colourful.
Importantly, as the business has interacted with the customer through various channels and engagements, the single view of the customer has built up with more and more information. No personal, contextual or emotional information is lost but rather persisted around the customer, and accessible to the rules engine for all future engagements…
This slide addresses the HOW of the previous few, and also positions JA as a methodology/toolbox with connectors into existing systems, without going into too much detail.
LOB SYSTEMS may include call centre systems, transactional systems, activity logs.
APPLICATIONS may include your existing CRM platform, or customer feedback solution
JA is a methodology/tool box which is layered onto existing systems and solutions in order to identify actual customer paths and provide a view of which customers are reaching their goals and which aren’t.
[Although the Sankey is displayed it is actually about the layering while the Sankey visualisation is a tease, which will be revealed later in the deck.]
REASON TO BELIEVE
We’re everywhere
Make a point of mentioning the brands which are relevant to the particular region
Increasingly, Journey Analytics has been taking centre stage within CX. And inQuba has been enjoying recognition in the space.
More detail:
FORRESTER
Within the “Voice Of The Customer Vendor Landscape, Sept 2017” report.
Listed amongst 18 CFM vendors that support VoC programmes through a broad capability set, sharing space with Clarabridge, Confirmit, MaritzCX, Medallia, ResponseTek
GARTNER
Within the “Market Guide for Customer Journey Analytics, Aug 2017” report
Quote “inQuba offers a customer journey modeler, a GUI-based journey data modeler that captures customer journey data for each client…”
AND WE’VE DEPLOYED OUR SOLUTIONS AT A NUMBER OF CUSTOMERS TO ACHIEVE GREAT RESULTS…..>>>>
We’ve helped MiWay to actively identify at-risk clients, engage them and then retain over half of them.
Retention-related complaints have also halved.
VitalityLife
By identifying newly onboarded advisers with servicing needs, the business has been able to increase product satisfaction within the segment by 45% by proactively driving (correlated) Process Speed and Responsiveness.
(This was over a 3 month period…)
According to Forrester, the Four Journey Steps are…
These map neatly to our solution modules
JOURNEY DESIGN & PLANNING / & DATA FUSION
The conceptual model is configured to represent the preferred customer journey. All data collected is associated with the nodes of the customer journey.
THE 3 TYPES OF DATA WHICH WE DEAL WITH HERE:
Big transactional data
Quantitative feedback
Qualitative feedback
When we connect all the dots in the data we end up with visual customer paths that look like this.
EXAMPLE INSIGHT. Let’s look at this portion of a customer journey. This is a policy application example. The customer makes an application with an agent, accepts the quote and then receives the documentation. From here there are a number of paths the customer could take. We obviously want them to activate.
At this stage we know a few things about this group of people – those who will activate, those who won’t progress and those that are at risk of dropping away.
IMPORTANT – we can predict this behaviour based upon historical data and machine learning, and we should be able to intervene in order to correct causes now and ensure that people reach their goals..
Let’s look at a few more scenarios and intervention possibilities which can either be triggered through existing solutions, or through the inQuba platform..
INQYBVA CASE MANAGEMENT – the tweet is turned into a case which is then assigned to someone in the business who needs to contact the customer and resolve the issue within an SLA. The result of this should be to nudge the customer onward towards her goal, correcting her path.
Here is a view of Journey Analytics within the platform, indicating the different paths that customers take between channels and steps, as they press on towards their goals.
INQUBA CX – we may want to reach out to a customer with a survey when they reach a particular point, like a successful activation. Reaching this point would trigger a survey. And here are a few product shots…
INQUBA SOCIAL MEDIA – here, the customer reaches a point and tweets the insurer in frustration. The mention is picked up by the social media listening solution in the platform where a group of people are monitoring online mentions
INQUBA ENGAGE – the customer reaches and point in the journey where they qualify for a campaign. This qualification logic is informed by MACHINE LEARNING. The customer responds to the engagement…
INQUBA SINGLE VIEW – … and by responding the platform learns more about the customer and this adds to the single view of the customer. This information is all accessible to the rules engine for further comms etc.
INQUBA ANALYTICS ensures the the right insights reach the right roles in the business in real time, whether executive or operational.