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Roadmap to omnichannel customer excellence


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This is the age of the customer. How can we change our organisations in such a way that we can adapt to the omnichannel behaviour of generation Y. Tieto helps you to bridge the gap between McKinsey's integrated retail theory and a real transformation to all levels of your organisation. The consumer of today is omnichannel. We can help you becoming omnichannel customer excellent.

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Roadmap to omnichannel customer excellence

  1. 1. Customer Experience IntegrationReady for take-off?
  2. 2. Consumers have high expectationsand are disappointed quickly
  3. 3. How do we connect to our customers again?I mean really...
  4. 4. In your commodity marketOmnichannel Customer Intimacy Operational Excellenceis the only real differentiator!
  5. 5. A roadmap toomnichannel CustomerExcellenceA customer centric enterprise
  6. 6. Company confidential honest exchange long term relation Integrated contact via all channels transparant processesOUR FOCUS AREA © 2012 Tieto Corporation
  7. 7. Customer Experience Integration Channels Business Operations Customer Journey Telephone Value Propositions Chat Customer Experience Co-browsing Organisation Needs, Wants & Desires (Structure, People & Performance Mgt) E-mail Customer Lifecycle / Moments of Truth Processes Letter Consistent, Contextual & Cross-Touchpoint Capabilities (Experience, Expertise & Competences) Online Architecture (Data, Applications & Infrastructure) Social Our Belief Our Promise • We help you develop your customer service strategy and targets • Superior Customer Experience is the best differentiator in a highly • We ensure business reasoning and KPI’s for the transformation competitive marketplace: consistently being relevant to your process customer, aware of his/her context and across all touchpoints • We are passionate about end user needs and make sure they align • Customer Experience Integration is the methodology that allows with your business objectives you to make necessary changes in your day to day business • We ensure the technical feasibility already in early stages of the operations and guide you towards superior Customer Experience transformation process • We drive the transformation process and implement relevant© 2012 Tieto Corporation customer interaction solutions where applicable
  8. 8. Company confidentialRoadmap Integrated Omnichannel Customer Excellence Core Roadmap Quick winsMaturity check Channel optimisation Seamless touchpoint transition Integrated Retail © 2012 Tieto Corporation
  9. 9. TIETO’s focus area’s towards omnichannel customer excellenceThe Omnichannel organization Closed loop marketingA customer centric enterprise Influence the customer via all channelsSmart online engagementCreate the ultimate online Customer Interaction Cockpitcustomer experience Self service, support, sales © 2013 Tieto Corporation