Find out how you can improve your digital client journey to increase conversion and revenue. Where and how to clients live online? Which technologies to use? What does the future look like?

1. Digital Client Journey Management
Enabling Client growth
DISCLAIMER: Please note that these slides & the content only reflect the views of the author/speaker.
https://www.linkedin.com/in/frankroessig/

2. Agenda
Follow the clients
Digital Strategy
Digitalization Roadmap
Solution Implementation
Learnings
Benefits
Outlook

3. Follow the Customer .. to where they live

4. Follow the Customer – High Expectations
4
- Intuitive
- Seamless
- Immediate gratification
- Relevant
- Convivial
- Trusted

5. Digital Strategy Drivers – Customer Engagement
“ The .. majority [of customers}, or 73%,
used multiple channels during their
shopping journey”
SOURCES: HBR, Business2Community, cordena, jacada, invesp.

6. Digital Strategy Drivers - Financials
5Y CAGR
Revenue
+10%
EBITDA
+25%
SOURCE: EY
Customer-centric companies are
60% more profitable t
Brands with
superior customer experience
bring in 5.7 times more revenue
84% of companies that
improve their CX
report an increase in revenue.
SOURCE: Forbes / Forrester
SOURCE: Watermark Consulting

7. Digital Strategy Drivers – TelCo ambition

8. Roadmap – ROI
SOURCE: iStock/Melpomenem

9. RoadMap – CX
SOURCE: iStock

10. Roadmap – Team & Partners

11. Roadmap – Governance

12. Implementation – Design, Build & Iterate
SOURCE:
Proximus
Luxembourg

13. Implementation – Technology Modules
COUNTERPARTY INTERFACES
• Omni-device: Responsive
Web & Mobile Interfaces
• Swift & easy journey
• Interactive: Chat, Audio,
Video …
Dashboard & Workflow Logic:
• Data Collection, Due Diligence.
• Risk Scoring, Categorization.
• Tasks, Notifications, Signatures.
• Case & Document Management
• Transaction Logs
COMPLIANCE PORTAL
KYC MODULES
APIs
• Best-in-class KYC
modules.
• Select Your Module
combination.
• Activate Module
only when required
based on RBA
• Tailor to business
model.
SOURCE:
Proximus
Luxembourg

14. Implementation – Key Features

15. Implementation – Focus point IDV
SOURCE:
Proximus
Luxembourg

16. IMPROVE EDGE
DANGER IMPROVE
Implementation – Focus on Competitive Edge
Convenience
Cost
Client Onboarding
Market Average
Gaining Clients
Losing Clients
+
+
-
-
Swift Conversion leads
to stronger
Engagement
SOURCE:
Proximus
Luxembourg

17. Client-Oriented Solution
SOURCE: indianwire
Learnings

18. Benefits - Strengthening the competitive position!
• Omni-channel experience attracts high
client flow.
• Enhanced client satisfaction drives
revenue through retention and strong
client relationships.
• Digital process enhances productivity
with cost saving up to 90%1, thereby
increasing margins.
• Positive image as digital company.
• Strong security features ensure
compliance and fraud detection in the
most invisible manner.
• Foundation for the up-selling of mobile
based services.

19. The Future looks - Personalized

20. The Future looks - Voice

21. The Future looks – Augmented

22. The Future looks – Bionic

23. Questions?
SOURCE: skydiveparys