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The 3 E’s of CX


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Orange Business Services presentation CCMG Conference 2017
Except when you don't. Because, sometimes, you won't. And will you succeed? Yes! You will, indeed! Strategic priorities can be set to embrace new trends and behaviours of CX.

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The 3 E’s of CX

  1. 1. for your teams Services Digital inside Digital enablersDigital outside Connect anything anywhere Protect your company from cyber threats Engage your customersFoster team collaboration Differentiate through new services Infrastructure that adapts to your needs Collaborative workspace Flexible IT Business innovation Enriched customer relationships Our capabilities for your digital transformation Enriched connectivity Cyber defense
  2. 2. °
  3. 3.   33% Your business challenges:  Create personalized services and proactive interactions with customers  Increase responsiveness so you can be reached anytime and from anywhere  Interact with customers seamlessly across multiple channels and maintain a secure record of their history Engage your customers 89%of customers consider that speed of response and resolution are the most important elements of the customer experience of customers will not do business with companies that do not provide customer service on major social networks
  4. 4.    
  5. 5.               
  6. 6. Define the next customer experience 50% reduction in customer abandonment  Create an efficient digital customer journey  Deploy omnichannel contact centers and connected ecosystems to ensure a seamless customer experience Empower your agents 12.5% improvement in agent time handling  Turn your agents into real assets of your company by ensuring a full visibility of the customer’s history  Simplify your agents’ tools and increase their responsiveness Create intimacy with your customers 30% improvement in e-commerce conversions  Increase your understanding of your customers in order to:  Anticipate their needs  Offer personalized services
  7. 7.              
  8. 8. 14% of Customer Experience BU revenues representing International Customers
  9. 9. WHO IS Allow me to introduce you to
  10. 10. Recent accolades Wide range of expertise Nurturing human capital Top Global Employer in 2016 Ongoing excellence #1 for aligning customer experience and expectation  Global leader - Gartner Managed M2M Services  Global Leader - Gartner  Global Leader - Current Analysis Unified Communication  West Europe Leader - Gartner  APAC Best Service Provider - Frost & Sullivan Contact Center  Global leader - Gartner Network Services  Asia Pacific Magic Quadrant - Gartner Cloud-enabled hosting  Global Magic Quadrant - Gartner Managed Security Services Best Global Operator Choice of Users Best Digital Service Provider 2011 2012 2013 2015 2016
  11. 11. The Orange group: the power of a global leader Residential provider in 29 countries World's largest seamless voice/data network and end-to- end connectivity services, with people located in 220 countries and territories Unmatched global coverage with 345,000+ sites More than 260 million customers €41 billion in revenues in 2016 €600 million yearly investment in backbone infrastructure 450,000 km of underwater cables 18 million Mobile money customers 3000 multinational customers 160000 employees Orange Business Services: worldwide digital transformation partner 400 application developers and 700 IoT and Big Data experts 1,200 cloud experts 170 engineers and project managers in workplace infrastructure and transformation to cloud migration 1,000 cyberdefense experts 21,000 collaborators dedicated to corporate activities €6.4 billion in revenue in 2016 2,200+ in Europe 800+ in America 700+ in Asia Pacific 200+ in Africa and the Middle East We are more than a global leader in corporate telecommunications services:  Professional services provider  Solutions integrator  Major player in digital innovation  
  12. 12. Mobile experience Contact center Interactive Voice Recognition Workforce optimization tools Enriched customer relationships Call recording On-premise Managed voice portal Workforce management Mobile applications Speech analysis CRM integration Cloud With digital, enhance your customer experience Why us? Our own experience of customer relationships: 260 million customers 90,000 contact center seats in 87 countries €11.7M invested in contact center infrastructure and innovation in 2015 Best-of-breed solutions partners: Cisco, Genesys, Siebel, Verrint, Verba and Salesforce 431 worldwide cloud contact center customers. From light to more complex solutions, our modular offering enables you to take your customer relationship to the next level
  13. 13. Our belief: digital transformation is a corporate project that must focus on all stakeholders, including employees and customers Creating the best experience for employees and customers Agenda Orange Vision Solutions
  14. 14. From inspiration to transformation. Together. Let’s discuss further Thank you