Mobile and the First Mile™ of Customer EngagementJeff BallardIndustry Solutions Executive24 May, 2013
Do You Remember When Making a Purchase Meant…2Going to thatstore or branch…And basically engageaccording to their rulesSho...
The Impact of Mobile Has Changed That Dramatically3• 1B consumers with smartphones by 2016• 350M employees will use smartp...
It’s Not Just the Young Driving Multichannel Service Demand4
Mobile is the most disruptive consumer technology trend(s) fromnow to 2015Source: Forrester, 2013
What’s Your Perspective?Are you seeing some of the same trends?How is your market different?What are you/your customers...
3 Keys to a Successful Mobile Engagement7Customer EngagementThe First MileMobile
Customer Engagement8The New Business Battleground
Return on RelationshipBottom Line ImpactSource: Gallup, 2012The Value of Customer EngagementSlide 9Actively EngagedStrongl...
How Engaged Are Your Customers?Slide 10Source: Gallup, 2012Automobile26% ActivelyDisengagedthose purchasing anew car in th...
Better Customer Experience Drives Millions In Revenue BenefitAcross Industries
Customer Engagement Challenges“Business Priorities 2013: Business Growth through Customer ExperienceStrategy and Operation...
What’s Your Perspective?Is your company/customer talking aboutcustomer engagement?Who are some of the companies with the...
First Mile14The Battle is Won or Lost in these Trenches
Kofax Addressing the Insurance First MileSlide 15Agents/RegionalOffices Corporate OfficeConsumer/BusinessMobileDevicesEma...
Technology Has Evolved to Support the First Mile16Market Size1M100M1B+1985 1990 1995 2000 2005 2010 2015$0$1B$2B$3B$4B$5B1...
Optimize your customer experience Enable collaboration with your customers & insideyour organization Improve response ti...
What’s Your Perspective?What does your/your customer’s First Mile looklike?Where are you/your customers capturinginforma...
Mobile19The (Not so) Secret Weapon of Customer Engagement
67% consider mobile devices to be important to improving business processes45% believe mobile devices would improve their ...
Mobile: A 4-Tier Opportunity
Welcome your new employees ...• Underwriters• Adjusters• Actuaries• Diagnosticians• Regulators
Your advisors are changing how they providefinancial planning advice to consumers...
...because it’s supporting customers through their buyingjourneysSource: November 2011 ForresterReport : “Mobile Mandate F...
Danger Lies Ahead…25Source: Forrester
What’s Your Perspective?What are you/your customers doing with mobiletoday?What plans for the future – what is of mostin...
Questions?
For further information, please contact:Jeff BallardIndustry Solutions MarketingPhone: +01-949-783-1476Email: Jeff.Ballard...
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Mobile Customer Engagement in the First Mile

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Learn how to leverage mobile technology to transform how you engage and interact with customers across a variety of industries, including financial services, insurance and healthcare. This presentation covers the three keys to successful mobile engagement, customer engagement challenges and trends, and how to leverage mobility in the First Mile™ of customer interactions for competitive advantage.

Published in: Business, Technology

Mobile Customer Engagement in the First Mile

  1. 1. Mobile and the First Mile™ of Customer EngagementJeff BallardIndustry Solutions Executive24 May, 2013
  2. 2. Do You Remember When Making a Purchase Meant…2Going to thatstore or branch…And basically engageaccording to their rulesShop their hours…Having to rely ontheir expert advice…Trying to find things basedon the store’s layout…Finding a store thatcarried the item…
  3. 3. The Impact of Mobile Has Changed That Dramatically3• 1B consumers with smartphones by 2016• 350M employees will use smartphones• 200 million will bring their own• Mobile spend will reach $1.3T by 2016• 35% of the technology economy• Mobile Apps market 55 billion• Business spending on mobile projectswill grow 100% by 2015Mobile is the manifestation of a muchbroader shift to new systems ofengagement, helping firms empower theircustomers, partnersand employees withcontext-awareapps and smart products~ Forrester
  4. 4. It’s Not Just the Young Driving Multichannel Service Demand4
  5. 5. Mobile is the most disruptive consumer technology trend(s) fromnow to 2015Source: Forrester, 2013
  6. 6. What’s Your Perspective?Are you seeing some of the same trends?How is your market different?What are you/your customers exploring inmobile?6
  7. 7. 3 Keys to a Successful Mobile Engagement7Customer EngagementThe First MileMobile
  8. 8. Customer Engagement8The New Business Battleground
  9. 9. Return on RelationshipBottom Line ImpactSource: Gallup, 2012The Value of Customer EngagementSlide 9Actively EngagedStrongly emotionally attachedand attitudinally loyalEngagedEmotionally attached but notstrongly loyalNot Engaged“Take it or Leave it.” attitudeActively DisengagedCompletely detached from yourcompany and its product andservicesShare of Wallet, Profitability,Revenue and RelationshipGrowthOrganizations with optimizedcustomer engagementssignificantly outperform theircompetitors
  10. 10. How Engaged Are Your Customers?Slide 10Source: Gallup, 2012Automobile26% ActivelyDisengagedthose purchasing anew car in the last4 yearsAirline43% ActivelyDisengagedwith the airlinesthey fly most oftenBestPerformingBrands14-30%ActivelyDisengagedHotel$700 PerCustomerAnnual reducedrevenue due toDisengagedCustomerBanking$8,000 PerCustomerAnnual reducedrevenue due toDisengagedCustomer
  11. 11. Better Customer Experience Drives Millions In Revenue BenefitAcross Industries
  12. 12. Customer Engagement Challenges“Business Priorities 2013: Business Growth through Customer ExperienceStrategy and Operational Investment” IQPC – January, 2013“Only 39% oforganizationsreported that theyhad been able todrive improvementsin customersatisfaction over theprevious 12 months~ Trends in Customer Service2012: Multi-channel Edition,Aberdeen, Nov. 2012
  13. 13. What’s Your Perspective?Is your company/customer talking aboutcustomer engagement?Who are some of the companies with the bestcustomer service in your market?How would/do you measure customerengagement success?13
  14. 14. First Mile14The Battle is Won or Lost in these Trenches
  15. 15. Kofax Addressing the Insurance First MileSlide 15Agents/RegionalOffices Corporate OfficeConsumer/BusinessMobileDevicesEmailsXML / EDIData StreamsMS Office / PDFTIFF / JPEG filesPortalsFaxesDigital ScannersMFPs / MFDsPaperMail Room/ProcessingCenterThe First Mile“Systems of Engagement”generate real time, information intensivecommunications from customers“Systems of Record”are enterprise applicationsdesigned for internal purposes
  16. 16. Technology Has Evolved to Support the First Mile16Market Size1M100M1B+1985 1990 1995 2000 2005 2010 2015$0$1B$2B$3B$4B$5B100K500KSmart Phones & TabletsUsed byEmployees & CustomersDesktop Scanners& MFPsin HighlyDistributed Front OfficesMidRange Scanners in DistributedRegionalOfficesProductionLevel Scanners inCentralized, Back OfficesMonolithic PageScanners inCentralized BackOffices“Everyone has a scannerin their pocket today.”Geoffrey Moore,Best-selling Business Author
  17. 17. Optimize your customer experience Enable collaboration with your customers & insideyour organization Improve response times and service levels Gain competitive differentiation and advantage Better manage and grow your businessGreatly reduce operating costs Improve information quality Accelerate processing times Minimize labor intensive processesMaking the First Mile Smarter17
  18. 18. What’s Your Perspective?What does your/your customer’s First Mile looklike?Where are you/your customers capturinginformation coming in to the organization?What is of the most concern in your First Mile –customer engagement or cost reduction18
  19. 19. Mobile19The (Not so) Secret Weapon of Customer Engagement
  20. 20. 67% consider mobile devices to be important to improving business processes45% believe mobile devices would improve their speed of response by > 3XYet > 75% have made no progress toward these goalsLeverage Mobility for Competitive AdvantageFinancial Services•Customer onboarding•Mortgage & loan apps•Appraisals•“Trailing documents”Healthcare•New patient onboarding•Clinical documentation•Medical claims submission•Revenue cycle managementGovernment•Citizen benefit enrollments•Claim submissions•Licenses, permits & renewals•“Trailing” documentsSource: AIIM – April 2012Insurance•New policy quotes•Customer onboarding•Claim submissions• “Trailing” documents
  21. 21. Mobile: A 4-Tier Opportunity
  22. 22. Welcome your new employees ...• Underwriters• Adjusters• Actuaries• Diagnosticians• Regulators
  23. 23. Your advisors are changing how they providefinancial planning advice to consumers...
  24. 24. ...because it’s supporting customers through their buyingjourneysSource: November 2011 ForresterReport : “Mobile Mandate ForeBusinessProfessionals”
  25. 25. Danger Lies Ahead…25Source: Forrester
  26. 26. What’s Your Perspective?What are you/your customers doing with mobiletoday?What plans for the future – what is of mostinterest?Are you focused on consumer, partner,employee, or smart device apps?Who do you find is best leveraging mobile today?26
  27. 27. Questions?
  28. 28. For further information, please contact:Jeff BallardIndustry Solutions MarketingPhone: +01-949-783-1476Email: Jeff.Ballard@Kofax.comLinkedIn: www.linkedin.com/in/JeffBallardTwitter: @JBallard_Kofax

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