Amplexor Customer Experience Management seminar Euroclear case

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Amplexor Customer Experience Management seminar Euroclear case by An Dewilde

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Amplexor Customer Experience Management seminar Euroclear case

  1. 1. Improving Euroclear’s customer experience through Euroclear.com An Dewilde Group website manager, Euroclear 1
  2. 2. Scope of the project ► New corporate site – Single point of access – User-centric approach ► New technology – New content management system – New email solution – More integration between tools ► Provider selection from scratch 2
  3. 3. Why change? ► Different entity sites – scattered info ► Overload of information ► Search issues ► Limited self-service ► Limited marketing possibilities through the site ► Content management system wrongly implemented ► Old technology 3
  4. 4. Public site concept & objectives ► Public site – Provide a high-level group-wide service overview – Better marketing channel – Lead generation tool ► CMS – Flexible system – adapt to ever-changing needs and trends – More marketing possibilities – Integration with CRM for leads – Integration with e-mail tool 4
  5. 5. MyEuroclear concept ► MyEuroclear = operational site – Main information channel – Diverse audiences • Different entity clients across the world • Various profiles • Different angles to look at our info depending on the business the client is in – Login required, but available to anyone – Focus on getting the job done 5
  6. 6. MyEuroclear concept ► No navigation, as no one-size-fits-all ► Personalised dashboard built around apps ► An app for each task people perform online ► Main apps use taxonomy to improve findability 6
  7. 7. Next steps ► More personalised content offering ► More self-service ► Communities ► Mobile ► Extend our analytics 7
  8. 8. Lessons learned ► Don’t underestimate change! ► Involve, train your users as what appears obvious to us, is not to them ► Take into account diverse technology @client’s side 8
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