The Customer Journey Be One Step Ahead


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A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.

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The Customer Journey Be One Step Ahead

  1. 1. The Customer Journey – Be One Step ahead<br />Trends and influences - 2010<br />
  2. 2. What we observe in the Customer Contact environment…<br />Importance of Client Experience is moving from an agreed perception to a strategy that is now being implemented<br />The Internet is driving companies to rethink their Client Management strategy and investments<br />Social Networking is starting to impact ‘old world’ business processes and organisational thinking and boundaries<br />Strategy lacks operational depth and ‘new world’ reality <br />Integration ‘old world’ legacy with new systems, channels and processes is heavily underestimated<br />Some examples?<br />
  3. 3. What is Customer Experience Management?<br />Operational reality<br />Client promise<br />GAP<br />
  4. 4.
  5. 5. Client Experience – Growing momentum as a market differentiator<br />Manifesting itself in different ways in organisations plans<br />Sustaining staff commitment and engagement<br />Change Management<br />Role Alignment<br />Personal Commitment<br />Knowledge Management<br /><ul><li>Communicating and transacting with Clients intelligently
  6. 6. Real-time, intelligent messaging
  7. 7. Social networking and feedback
  8. 8. Active recovery and service-to-sales
  9. 9. Realistic segmented treatment
  10. 10. Delivering a consistent experience
  11. 11. Multi-channel interaction coordination
  12. 12. Operational customer profile
  13. 13. Method of Choice
  14. 14. Customer Experience Principles
  15. 15. Designing Client interactions
  16. 16. Moments of truth
  17. 17. Multi-dimensional segmentation
  18. 18. User centered design
  19. 19. Customer Intelligence</li></li></ul><li>Designing Client experience through all Legal interactions and channels<br />The Client Journey Across Marketing, Business Development, Advice & Services <br />Services<br />How to retain more & Increase Cross- & Up-sell <br />Business Development<br />How to Acquire and convert more<br />Marketing<br />How to Attract more<br />Recommender & Re-order<br />After Service<br />Receive Service<br /> Receive<br />Order<br />Arrange Payment<br />Signing Up<br />Decide & request<br />Explore & Select<br />Realising Need<br />Getting Aware<br />Cirquent’s Customer Journey Model<br />What should the desired experience be?<br />Differentiate by segment, channel or scenario?<br />Some examples…<br />Moments of truth are the reality of a customer experience <br />
  20. 20. Define a Client Experience Strategy?<br />What does the firm want to be famous for?<br />What kind of relationship do you want to build with your customers & referrers?<br />How do you want your customers to feel when they have completed a journey with you? <br />How does this differ across different customer groups based on need and value?<br />How will you deliver that aspiration for each customer journey, consistently at each customer experience / touchpoint, for hundreds and (or) thousands of customers?<br />
  21. 21. Link Client Experience Projects to the Business Case<br /><br />Revenue<br />Integration & availability of available data<br />Segmenting clients and targeting effort<br /><br /><br />Inbound call routing based on number recognition & available information<br /><br />Profitability<br />Build Web & Client Community to increase Net Promoter Score<br /><br />Self service channels to improve client satisfaction<br />Marketing optimisation to reduced marketing costs and improved response rates<br />Reduce costs<br /><br />85% of senior business leaders believe they could increase Client loyalty and market share by focusing their organisation on integrated customer experience strategies and implementation<br />
  22. 22. 7 Ways that leading Firms differentiate their Client Experience <br />Delivering consistently<br />Resolving questions on first contact<br />Recognising the Client when they contact you appropriately<br />Making a personal connection at point of contact<br />Delighting through random acts of “going the extra mile”<br />Involving Client in your organisation and making them care<br />Staff that are committed and care<br />These may be part of a larger and structured programme to improve Customer Experience but have to be embedded in the Firm’s way of doing business<br />
  23. 23. About Cirquent<br />Cirquent is a member of the NTT Data Group<br />35 year pedigree with 15 years experience in the UK<br />Systems Integration partner who specialises in CRM, Telephony Technology, Business Intelligence & Multi-Channel Marketing<br />Turnover of circa €300 million in 2008<br />1,700 employees with 80 in the UK<br />Group Headquarters in Munich, UK offices in London and Solihull<br />Systems Integration Company who specialise in:<br />Client Relationship Management <br />Telephony Technology and Solutions<br />Business Intelligence<br />Multi-channel Marketing<br />Hosting & Outsourcing<br />
  24. 24. NTT Data Corporation<br />NTT Group<br />Went public in 1985<br />Telecommunication and IT<br />Sales: JPY11 trillion (EUR 90 billion, *1)<br />Regionaltelephone<br />Regional<br />telephone<br />NTTGroup<br />Systems Integration & Consultancy<br />Long distance& International<br />Telco / ISP<br />MobileNetwork<br />ERP Consultancy<br />Off Shore Software Resource<br /><ul><li>NTT DATA Corporation
  25. 25. Spun-off in 1988
  26. 26. Consulting, System Integration and Outsourcing Services
  27. 27. 15th biggest IT service provider worldwide
  28. 28. Sales: JPY 1 trillion (€ 9 billion)
  29. 29. Employees: 30,800 </li></li></ul><li>Our Approach - Why We Are Different<br />End to End approach<br />AFTERCARE<br />Application Management & Support Services<br />CONSULTING<br />Aligning Strategy to Business Requirements<br />SOLUTION DELIVERY<br />Application Development & Systems Integration<br /><ul><li>Formal transfer from Implementation to Support
  30. 30. 24/7 Support of Solution and Product
  31. 31. Pre-emptive support improvements
  32. 32. On-goingTraining
  33. 33. Technical Health Check
  34. 34. Disaster Recovery Assessment
  35. 35. Application Management
  36. 36. Business Consultancy
  37. 37. Business Case
  38. 38. Strategy & Transformation
  39. 39. Process Design
  40. 40. Management Consulting
  41. 41. Programme Management
  42. 42. Benefit Realisation
  43. 43. Change Management
  44. 44. IT Consulting
  45. 45. Programme Management
  46. 46. Benefit Realisation
  47. 47. Project Management
  48. 48. Hardware & Software selection
  49. 49. Requirements analysis & solution design
  50. 50. Solution Development, Systems Integration and Data Migration
  51. 51. Quality Assurance & Testing
  52. 52. Effective Training Programmes
  53. 53. Installation and Go-Live Support
  54. 54. Post Project Reviews</li></ul>Practical solutions with a realistic implementation plan with full aftercare support<br />
  55. 55. Sector Portfolio<br />Customer Relationship Management<br />Multi-channel Marketing<br />eCommerce<br />Mobile solutions<br />Telephony Technologies<br />IT Service Management<br />Security Management<br />Business Intelligence and Analytics (inc. Web)<br />Outsourcing & hosting<br />Legacy system integration<br />
  56. 56. Contact details<br />Malcolm White<br />Head of Sales & Marketing<br />Cirquent|NTT Data Group<br />Devon House<br />58-60 St. Katharine’s Way<br />London | E1W 1LB<br />Tel +44 (0)20 7977 1000 | Mobile +44 (0)7768 455046 | Fax +44 (0)20 7977 1001<br />E-Mail| Internet<br />