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IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels
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IBP_Presentation_Huawei Innovation & Transformation Summit 2013_A Customer Experience Transformation fuelled by Digital Channels

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Companies can benefit from providing self-service in many ways: increased customer satisfaction, reduced costs and better sales conversion rates. The question therefore is not whether to implement …

Companies can benefit from providing self-service in many ways: increased customer satisfaction, reduced costs and better sales conversion rates. The question therefore is not whether to implement self-service but how to implement it effectively. Reviewing what other companies are doing is a first step in the right direction, but it is particularly important to keep in mind that one size does not indeed fit all.

Self-service involves far more than logging into a portal or using an app; self-service encompasses a complex architecture of various channels, multi-channel links and functions. Achieving excellence means mastering the interdependencies and optimizing the architecture and processes in the right place, at the right time and in the right way.

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  • 1. A Customer Experience Transformation fuelled by Digital Channels “The Obvious and Beyond” Armin Iskander CEO Iskander Business Partner GmbH
  • 2. Agenda 1. Challenges of customer service in a changing customer needs world 2. Evolution towards omni-channel capability 3. Deep dive self-care & other digital channel enhancements 4. Way forward
  • 3. Contact centers must respond to challenges presented by changing customer needs
  • 4. In response to these challenges contact centres are developing omni-channel capabilities
  • 5. Self-care has evolved considerably, but there is still a long way to go Self-care: Several initiatives are in the market, but no player is addressing all areas
  • 6. Best Practice Benchmarks address self-care across the value chain
  • 7. Digital channel performance of market leaders in Europe is not perfect despite high agent costs
  • 8. “Giff-gaff has embraced digitalization to provide a different kind of customer service But addressing exactly this market segment A very good overall solution is giffgaff from the UK
  • 9. Digital channels can enable cost reductions without reducing customer satisfaction
  • 10. Integrating digital channels increases customer satisfaction
  • 11. Digital channels can be used to enhance sales performance Historic example Critical enablers for Sales ATMs got very popular and visits to bank branches declined Real-time decision based on big data Sales options calculated in real-time based on • previous customer activities • contact reason • usage pattern of the customer • community usage behavior • churn score • etc. • The ATM was reprogrammed to allow customers to sign up for insurance or real estate financing Build specialized products to be offered • • • • Micro products (in terms of price & contract length) for a digital sales opportunity Real-time provision of the product Segmentation of customer base instead for new customers Private pricing for your costumer Private advertising & sales argumentation
  • 12. Beeing digital is more then beeing only online - it‘s about digital integration It’s about delivering an intelligent integration
  • 13. Players are already managing the full customer experience around the customer journey
  • 14. Technology and organization must be adapted to realise benefits of digitalization Backend Frontend Market To implement that challenging future two key hurdles have to taken Technology Organization    IVR App Kiosk Shop Chat Web Agent Social Media 1. 2. 3. 4. Billing CRM Network Product catalog Training • How do I transfer my digital knowledge to a person in the sales & service cycle? Commissioning • How do I motivate my sales & service people to support digital channel? Use cases • Which use case scenarios do I need to support to have the critical mass for a user to switch & have a good experience? Cultural Change • How do I change the culture of the organization and your customers to a digital one? Key Question Key question “One modern integrated stack” or “best of selection”? “How to organize & motivate the employees to manage the information overflow?”

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