NASSCOM GIC Conclave 2014 - Evolving a framework to deliver Customer centricity from GICs - Gartner

  • 428 views
Uploaded on

 

More in: Business , Education
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
428
On Slideshare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
68
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. ©UFS Evolving a framework to deliver Customer centricity from GICs Panel discussion Venue : Hotel Hyatt Regency, Pune Session Venue : Grand Ballroom I, II & III Date : April 16th, 2014 Time: 1015 – 1115 Hrs. Session Duration : 60 minutes
  • 2. Page 2 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Agenda Introduction and context setting View from our research partner: Gartner Panelists views  eBay  ADP  Walmart Discussion / Q & A Closing remarks 1 2 3 4 5
  • 3. Page 3 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Context setting GICs are at different stages of a journey - evolving from delivering efficiently to driving value addition • Set Up: Proof of Concept • Ramp up: Cost Arbitrage and Mature Delivery • Value Addition: Business Impact • Innovation: Competitive advantage for the enterprise 1 Four value dimensions are critical to drive sustainable value proposition for GICs • Operational Efficiency • High Skill Capability • Customer Experience • Revenue Impact 2
  • 4. Page 4 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Business stakeholders increasingly expect GICs to improve customer experience Ranking of priorities by stakeholders 2 4 1 1 2 3 3 Business outcomes and customer experience 4 Top two priorities Cost and productivity efficiency Quality of service delivery Risk and compliance Yr 2008 Yr 2012 Source: McKinsey’s presentation at NASSCOM GIC Forum in 2012
  • 5. Page 5 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 • Advancement in mobile technology • Proliferation of social media • Real-time customer changing expectations and enhancement of their experiences • Capture “silent” customers • Best practices and methods, creating “truly customer focused” culture • “Maintaining the balance” between end customers and clients • Customer Centricity tools eg. Net Promoter Score (NPS) • Analytics to understand customer behavior • Integrated channels to achieve a consistent customer experience across all touch points • “what it sells” vs. “how it sells” eBay ADP WALMART • Customer satisfaction measurement/ Customer retention • Focus on the right customers for strategic/ competitive advantage • Investing intelligently in “world class” customer experience in a systematic and economically viable manner • To ensure/drive organization and employees develop their mindsets/ capabilities around customer centricity Organization’s Customer Centricity approach • Emerging trends around enhancing customer experiences • Evolved approach towards customer centricity • Differentiating between customer wants and needs GARTNER Key Pointers for panel discussion
  • 6. Page 6 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Introduction and context setting Agenda View from our research partner: Gartner Panelists views  eBay  ADP  Walmart Discussion / Q & A Closing remarks 1 2 3 4 5
  • 7. Page 7 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Management Focus - A gradual but insistent shift to growth Gartner CIO Survey 2014 27% 28% 27% 23% 23% 23% 16% 16% 16% 19% 14% 15% 15% 18% 20% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2009 2013 2014 Growth/ Innovation Agility Integrity Effectiveness Efficiency Note: Percentages for each year may not add up to 100% due to rounding
  • 8. Page 8 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Trends that Matter – Nexus of forces are transforming consumer lives and industries Mobile Big Data Cloud Computing Internet of Things Emerging Economies eCommerce Generation Y / Millennials Forces shaping Consumer lives and Industries Social Media © 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
  • 9. Page 9 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Impacts on Industries & GICs © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. • New and alternative customer segments • Markets & Regions Customers & Markets • New products for unmet needs • Substitutes for current needs Products & Services • Traditional Competitors • Start-ups • Entrants from other Industries Competition & Partnerships • Online, Mobile • Social Media • Gamification Customer Service & Engagement • Internal vs. External • Mobile, Analytics, Big Data, Cloud Use of Technology Impacts to GIC? • Who are the Stakeholders? • What Services? • What is Success? • How do you Measure? • Who do you work with (vendors / partners)?
  • 10. Page 10 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Introduction and context setting Agenda View from our research partner: Gartner Panelists views  eBay  ADP  Walmart Discussion / Q & A Closing remarks 1 2 3 4 5
  • 11. Page 11 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Discount retail Grocery International eCommerceWholesale Walmart Global eCommerce History of transforming retail
  • 12. Page 12 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Walmart Global eCommerce Enabling success for today and tomorrow 1 Activating data Global technology platform 2 Next-generation fulfillment network 3 Talent 4
  • 13. Page 13 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Introduction and context setting Agenda View from our research partner: Gartner Panelists views  eBay  ADP  Walmart Discussion / Q & A Closing remarks 1 2 3 4 5
  • 14. Page 14 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Agenda Introduction and context setting View from our research partner: Gartner Panelists views  eBay  ADP  Walmart Discussion / Q & A Closing remarks 1 2 3 4 5
  • 15. Page 15 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 In Summary 2. Influence GIC work portfolio and business integration…become relevant to the business 4. Understand multiple stakeholders, understand end customer needs, break internal silos …enhance customer experience…. deliver business impact 1. Stay ahead or at pace with evolving Customer needs 3. Continuously measure customer centricity through enterprise tools e.g. Net Promoter score; Data analytics, Close looping voice of the customer
  • 16. Page 16 Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014 Thank You