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Customer Experience Competitive Research & Growth Strategy Slide Deck

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Customer Experience Competitive Research & Growth Strategy Slide Deck

  1. 1. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] CEB + CX Competitive Analysis & Growth Strategy Project
  2. 2. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 2 Presentation Agenda Competitive Analysis Growth Strategies Next Steps Customer Experience Landscape
  3. 3. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Customer Experience Landscape
  4. 4. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 4 Trends & Forecasts New trends in the CX market must be fully implemented or firms risk leaving millions behind 0 1 2 3 4 5 6 7 8 9 2014 2015 2016 2017 2018 2019 BillionsofDollars Year Growth of the Customer Experience (CX) Market CX Market (In Billions) 93% Global CEOs who said that CX improvement is a top priority this year2 Having almost 24/7 support is crucial for success3 Firms must have both online and offline capabilities4 CAGR: 17.3% (2014 – 2019) The CX market is set to double from $3.78BN to almost $8.5BN in 2019. 1
  5. 5. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 5 Trends & Forecasts Mobile, metrics and emotions are the true drivers behind a memorable CX strategy Provide omni-channel service with a focus on mobile CX5 Insightful metrics that are simple but impactful are rising, especially NPS (“what are our scores, what do they mean, what is a clear action plan to improve/sustain our scores, etc.)6 CX strategies must focus on building up positive experiences for both customers and employees7
  6. 6. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 6 BIGINSIGHTS Focusing on mobile, metrics and emotions will lead to more successful CX strategies To capitalize on the growing CX market, the best firms will enter as soon as possible Firms can differentiate themselves by offering online/offline solutions as well as support for customers and employees
  7. 7. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Competitive Analysis
  8. 8. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 8 *A full list of the top 50 management consulting firms with a focus on CX consulting used in this project can be found in Appendix. A.2 Many CX consultancies exist* but a market leader does not, indicating a highly fragmented market
  9. 9. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 9 While a market leader doesn’t exist, there are a few firms that continually hog the “CX spotlight” The top firms were categorized with the following criteria8 1. Brand recognition & reach 2. LinkedIn Presence 3. Awards 4. Creation of a industry- changing methodology, organization or patent Using those criteria, the top 4 firms in the CX industry are below: The top firms are private companies so their individual market shares are unknown/unable to be calculated, meaning that the question “Who is the leader of these four” was not determined.
  10. 10. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 10 Satmetrix NPX Bain & Company  Co-creators of the Net Promoter Score system  Global reach/recognition with 10+ years experience  Created Bain’s Loyalty practice to educate firms about NPS Each market leader has unique strengths, which can be used to drive CEB’s future CX decisions  Co-creators of the Net Promoter Score system  CX thought leaders  10+ years experience in delivering NPS & CX related services
  11. 11. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 11 Temkin Group Beyond Philosophy  Pioneered proprietary methods of analyzing both the rational and emotional sides of CX  CX thought leader Market leaders leverage their unique histories, members and value propositions to push ahead  Co-created the Customer Experience Professionals Association (CXPA)  Conducts annual research into the state of the CX industry  CX thought leader
  12. 12. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 12 BIGINSIGHTS The top CX firms have forward thinking team members that continue to push the CX industry forward (examples include: 1. Creating revolutionary analytics systems, certification and professional institutes 2. Travelling globally to speak/learn from the best, etc.)8 4 Similarities Between the Top 4 Firms I. Proprietary information that changed the CX industry II. 10+ years of experience III. Strong brand recognition IV. Ability to expand globally
  13. 13. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Growth Strategies
  14. 14. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 14 Potential growth strategies are many but there are three frontrunners to drive CEB’s CX growth Product Innovations Brand Improvements People Acquisitions Introduce new CEB tools that capitalize on trends & forecasts in the market Ramp up brand recognition to draw market share away from the top firms Bring in more CX thought leaders and talent to act as a catalyst for the 2 previous recommendations
  15. 15. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 15 Product Innovations  CEB should introduce new CX resources that have a 70/30 split between Online and Offline tools  To be highly scalable, the majority of resources should be online  The remaining should be offline (traditional consulting) to offer highly personalized solutions to companies  CEB should leverage its global member network to launch a new study on the best CX practices  CEB already completes annual research projects; CEB should strive to make a CX research study a priority for 2016  CEB should look to innovate a new CX changing product  CEB has recently rolled out a new CX product  Analyze incoming data to determine what’s working and what’s not quickly and reform the product as needed  CX is a field that’s rapidly changing, calling for a keen eye to successful metrics and multiple product revisions Market leaders assume top positions because of CX innovations; CEB should follow suit
  16. 16. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 16 Product Innovations Product Innovation: Feasibility Analysis Feasibility RYG Speed of Implementation Financing Capability Operation and Infrastructure Reasoning Implementation will not be as quick as these innovations will take time to craft, research, analyze and create. While CEB already has finances in place, they are not completely diverted to CX innovations. Yet. Thanks to CEB’s unique business model and agility in adapting to new trends, the operation and infrastructure are already in place.
  17. 17. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 17 Brand Improvements • CEB already has a global brand name for HR & Sales and should look to add CX to the list • CX brand can be improved by • Gaining CXPA certifications (the industry standard for CX professionals) • Frequently attending CX conferences and setting up CEB booths to educate CX professionals about CEB’s rising CX products • Publishing innovative research to reputable journals (HBR, Forbes, etc.) to gain traction similar to “The Challenger Sale” • Search Engine Optimization to drive more member to CEB Regardless of product innovations, the CEB CX brand must ramp up its recognition & reach
  18. 18. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 18 Brand Improvements Brand Improvements: Feasibility Analysis Feasibility RYG Speed of Implementation Financing Capability Operation and Infrastructure Reasoning Implementation will be fairly quick as CEB has a large marketing team; they’ll have to focus their combined effort on CX. Certain conferences may have to be paused to make room/money for high level CX conferences. Once again, CEB has the foundations in place to implement these large scale Brand Improvements.
  19. 19. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 19 People Acquisitions • CEB already has two CX industry leaders in Matt Dixon and Rick DeLisi • CEB should continue building off their rising CX- recognition • CEB should continue to attract top CX talent, who should come for the new CX products and CEB’s global brand recognition • Actively pursue those who are the top of the CX industry • CEB should look into the possibility of acquiring a top competitor to gain a large foothold in the market as well as gain proprietary technology, brand recognition and years of CX experience • Recommended acquisition? Satmetrix or Temkin Group “People acquisitions” would be the last area for CEB to grow its budding CX practice
  20. 20. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 20 People Acquisitions People Acquisitions: Feasibility Analysis Feasibility RYG Speed of Implementation Financing Capability Operation and Infrastructure Reasoning CEB already hires some of the best minds. The focus for the upcoming year should be the best CX thought leaders Financing HR shouldn’t be a problem. Operation and Infrastructure also shouldn’t be a problem.
  21. 21. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 21 2015 2016 2017 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Product Innovations Brand Improvements People Acquisitions Implementation Timeline Craft Research Study Launch Study Analyze Results; Create Resources Launch Resources Continuous Brand Improvements Continuous People Acquisitions Introduce new CX initiatives Introduce new CX initiatives
  22. 22. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Next Steps
  23. 23. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 23 Begin forming specialized teams throughout CEB to prepare for a full CX transformation • Form CX Research team • Begin crafting research study • Form CX Marketing team • Create a extensive marketing plan • Form CX HR team • Create short list of CX Thought Leaders to pursue To become a market leader as quickly as possible, CX must become a top priority for CEB Should launch this survey from CEB’s Sales & Marketing practice as it will be the most relevant/insightful
  24. 24. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Thank You Sibi Murugesan Business Development Intern, CEB 571.303.4448 smurugesan@cebgloabl.com
  25. 25. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] Appendix
  26. 26. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 26 Appendix. A.1 – CX Firm Locater Methodology ASSUMPTIONS The General List was compiled through internet searches. Most firms were found on pages 1 – 10 of each search list. This was deemed valid for two reasons: 1) time (there is not enough time to search out for every vendor possible) 2) due to the rise of Search Engine Optimization, the major players within the market were most likely to found in the first 10 pages of each search. ACTIONS The General List was created through a Google search with the following items: Customer Experience consulting; Customer Experience Consulting Firms; Customer Experience Consulting Service; CX consulting; Net Promoter Score consulting; Net Promoter Service Consulting Firms; Net Promoter Score strategy; NPS consulting; NPS strategy
  27. 27. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 27 Appendix. A.2 – CX Consulting Firms Company Name HQ Location MGMT Team Areas of Focus Differentiators Link Strativity US, Europe, Canada, Austrailia Lior Arussy - President; Joseph P. Baumann - COO; Cyrus Allen - Partner Research/Dialogue Services; Experience Redesign and Readines; Leadership Education Programs; Creative Communications No Real Differentiators https://strativity.com/ The Customer Experience Company Australia Raj Mendes - Managing Director; Chris Severn - Company Director; David Johnson - Director CUSTOMER INSIGHTS; Customer Strategy; Service Design; Digital; Contact Centre; Omni Channel Tranformation; Custmer Centri Culture Change; Customer Experience Management No Real Differentiators http://www.customerexperience.com.au/ Watermark Consulting US Jon Picoult - Founder & Principal; Customer Insight; Brand Development; Experience Engineering; Communications Development; Performance Measurement No Real Differentiators http://watermarkconsult.net/ Bain & Company Asia, Austalia, Europe, Middle East, Africa, North & South America Bob Bechek - Worldwide Managing Director; Orit Gadiesh - Chairman Customer Experience, Net Promoter Score Consulting One of the world's best known management consulting firms http://www.bain.com/consulting-services/customer-strategy-and- marketing/customer-experience.aspx CreativeGood US Mark Hurst - Founder & CEO Customer Experience, User Experience, Customer Research No Real Differentiators http://creativegood.com/ Customer Relationship Metrics US Dr. Jodie Monget - President Survey Programs, Performance Consulting, FCR Measurement, CX Analytics Offers a free diagnostic; 20 years of experience; pay-as- you-go billing http://metrics.net/ KPMG Nunwood UK (but provides services globally) Philip Rushfirth - Managing Director; David Conway - Director; Tim Knight - Director CX Strategy; CX design and Journey Mapping; NPS Measurement; Fizz: CX Mgmt Software Global presence; Part of the CXPA; launched in 1996; Acquired by KPMG in 2015 http://advisory.kpmg.us/managementconsulting/capabilities/customer -experience.html?gclid=CP-lt7r68cYCFUsXHwodS0sDUA Compunnel Digital US Andy Gaur - CEO; Rakesh Shah - President & CFO; Sriraj Mallick - President of Learning and Tech Services Attract & Engage; Shop & Buy; Fufill & Deliver; Service & Support; Retain & Repeat No Real Differentiators http://digitalexperience.compunnel.com/?creative=72389620737&key word=customer%20experience%20consulting&matchtype=e&networ k=g&device=c&gclid=CJXHitD78cYCFc4WHwodubwB2g
  28. 28. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 28 Appendix. A.2 – CX Consulting Firms Beyond Philosophy US Colin Shaw - Founder Strategic consultancy services; customer research; training & education Client list includes large brands such as Microsoft, IBM, FedEx http://beyondphilosophy.com/ MCorpCX US Michael Hinshaw - President; Lynn Davison - COO; Stephan Shay - VP CX transformations; Building CX capabilities; Building your brand; training and education; quick wins No Real Differentiators http://www.mcorpcx.com/ Smithco Consultancy UK Shaun Smith - Founder CEM consulting, speeches, workshops, Insight; No Real Differentiators http://www.smithcoconsultancy.com/ Capgemini US (but provides services globally) Cyril Garcia - CEO Focus on Digital CX Big brand name consulting firm; global presence https://www.capgemini-consulting.com/customer-experience- transformation Jericho Consulting UK Joe Budnick - Owner NPS; Voice of the Customer;... Customer Journey Mapping; CX transformation Has great online reviews; an up and comer in the CX market http://jerichoconsulting.co.uk/ Fifth Quadrant AUS James Organ - Managing Director Customer Experience Strategy Development... Multi-channel Customer Experience Strategy Design and modelling Customer Experience Design & Customer Co-creation Customer Experience Research Data Scientists and Analytics Customer Experience and Contact Centre Operational Reviews Customer Experience Industry Analyst Reports, Subscriptions, Briefings and Data Services Customer Experience Training Programs Online Publishing for the Customer Experience Industry No Real Differentiators http://www.fifthquadrant.com.au/fifthquadrant/index LRA by Deloitte US (but provides services globally) Rob Rush - Managing Director; CX Consulting; Mystery Shopping; Research Worldwide brand name; global presence; over 30 years of experience http://www.lraworldwide.com/?sp=1 DIJulius Group US Dave Murray - Senior Customer Service Consultant Customer experience & service consulting and training Secret Service certifications https://www.thedijuliusgroup.com/consulting/ MartitzCX US (but provides services globally) Carine Clark - President & CEO; Adam Edmunds - Chief Strategy Officer; Todd Miceli - CFO Tech & Research Maritz merged with Allegiance, a research firm to form MaritzCX a few years back; excellent reviews http://www.maritzcx.com/ CXCO AUS Aine O'Mahony - Managing Director Customer Strategy, Experience and Engagement Founded in 2010 (very young) http://www.cxco.com/
  29. 29. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 29 Appendix. A.2 – CX Consulting Firms Avtex US George Demou - President & CEO; Terri Sayler - CSMO; Bob Azman - Chief Experience Officer Contact Center Solutions; Business Productivity Solutions; CX Solutions; Marketing Solutions No Real Differentiators http://www.avtex.com/solutions/customer-experience/cx-consulting CX Group US Ken Reimer - CEO CX Interactions; CX Consulting CX firm that focuses on software solutions http://www.cxgroup.co/ Alcatel-Lucent UK (but provides services globally) Michael Combes - CEO; Tim Krausse - CMO; Jean Raby - Finance & Legal Tech & Research Tech specialist with a small focus on CX consulting https://www.alcatel-lucent.com/services/customer-experience- consulting ClearActionCX US Lynn Hunsaker - Founder CX - Coaching, Consulting, Training, Assessment, CX Resources Unique pricing structure for CX consulting: monthly retainer and milestone-based consulting https://clearactioncx.com/ BrightOne UK (but provides services globally) Alexander Graf - Managing Director CX Consulting, Platforms, Care No Real Differentiators http://www.brightone.com/customer-experience/cx-consulting/ ThoughtBurst Inc US Andy Pritchard - President & CEO CX Consulting - CX Vision, BluPrint, Assess, Education, Insight No Real Differentiators http://www.thoughtburstinc.com/cXEvolve Sitecore US Michael Seifert - CEO; Kim Elsass - CXO; Ahmad Rubaie - CFO CX training, support program, business optimization services, tech consulting Award winning; a decade of experience; written about in Forrester and Gartner articles http://www.sitecore.net/ Forrester US (but provides services globally) George Colony - Chairman & CEO; Michael Doyle - CFO; Victor Milligan - CMO CX - strategy, insights & metrics, design One of the world's biggest research firms, big brand, strong client list, global reach, viewed as a CX thought leader https://www.forrester.com/Customer-Experience-Consulting/-/E- MPL241 Oracle US (but provides services globally) Safra Catz - CEO; Mark Hurd - CEO CX software for: Marketing, Sales, Service, Commerce, Social, CPQ Global brand; not known for CX but brings years of innovation with the name https://www.oracle.com/applications/customer-experience/index.html Cape Consulting UK Lyn Etherington - Managing Director Customer Service Training No Real Differentiators http://www.capeconsulting.com/customer-service-consulting/
  30. 30. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 30 Appendix. A.2 – CX Consulting Firms 360 Connext US Jeanie Walters - Founder & CEO Customer Experience Investigation No Real Differentiators http://360connext.com/ Inmoment US, UK John Sperry - CEO; Lonnie Mayne - President; Mark Webb - CFO CX management and feedback surveys Offers a variety of unique CX services not seen by other firms http://www.inmoment.com/services/ Clarabridge US Sid Banerjee - CEO, Co- Founder; Bas Brukx - CFO CX - Support, Consulting, Customer Success, Training One of Deloitte's Tech Fast 500; CEO was named "Most Admired" http://www.clarabridge.com/services/consulting/ SingleStone US Chris Little - Founding Principal & CEO CX Strategy; Customer Research; Process Excellence; Data & Analytics Focuses mostly on F100 clients in the East Coast http://www.singlestoneconsulting.com/ Coyle Hospitality Group US (but provides services globally) Jim Coyle - Founder, Jim Gurtman - COO Mystery Shopping for Hotels Global Presence http://www.coylehospitality.com/customer-experience-consulting/ Salmat AUS Phil Salter - Founder; Craig Dower - CEO Customer Acquisition Solutions through integrated multi- channels Large presence in AUS ($450MM/4000 employees) http://www.salmat.com.au/what-we-do/contact/customer-experience- strategy Cogneato US Ronald Higgins - Founder/Owner Customer Experience Website Consulting No Real Differentiators http://cogneato.com/consulting/ Andrew Reise US Unable to find CX - Strategy, Delivery, Mapping No Real Differentiators http://www.andrewreise.com/ VereQuest US Sharon Oatway - Owner, President, CEO CX Consulting, Training, Mapping, Monitoring No Real Differentiators https://www.verequest.com/solutions/customer-experience- consulting/ Temkin Group US Bruce Temkin, Managing Partner/Founder CX Operational Assessment; Interactive Training; Speeches & Off-Sites; Leadership Coaching A leader/pioneer in the CX field; strong brand recognitiion and research/thought leader http://www.temkingroup.com/
  31. 31. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 31 Appendix. A.2 – CX Consulting Firms Blue Space Consulting US Roy A. Barnes - President CX, Strategic Alignment, Change Management Claims it can deliver a new experience design process in 28 days http://www.bluespaceconsulting.com/ PwC - Customer Service/Engagement US (but provides services globally) Dennis M. Nally - Chairman Contact Center Optimization; Digital & Social Customer Care; Omni-channel experience Global consulting firm; big brand name; Customer service branch is less known but still carries same weight with the PwC name www.pwc.com Service Excellence Group US Marci Bikshorn - CEO Performance Consulting & Training No Real Differentiators http://www.serviceexcellencegroup.com/about Evantage Consulting US Robin Carpenter - Managing Partner Customer Transformation - CX strategy, Customer needs elicitation, customer and user research, user-centered design No Real Differentiators http://evantageconsulting.com/ Revel Consulting US Vikas Kamran - CEO; Jacques Le - Managing Director CX - Consumer aquistion; service & support; loyalty & retention; experience management Has great online reviews; an up and comer in the CX market http://revelconsulting.com/services/customer/ HIghLand Solutions US Brian Sutherland - CEO; Jeff Nixon - COO; Mike Lane - CTO CRM tech solutions No Real Differentiators http://www.highlandsolutions.com/platform/customer-experience- solutions/ Mulberry Consulting US, UK Unable to find CX, Customer Journey Mapping, Brand Value No Real Differentiators http://www.mulberryconsulting.com/ Genroe AUS Adam Ramshaw - Founder & Owner; CX management, customer analytics, net promoter score consulting No Real Differentiators http://www.genroe.com/?nabe=6649099202854912:0 PA Consulting UK (but provides services globally) Alan Middleton - CEO Customer Strategy Consulting - customer insights, competitive customer offers, more effective selling Large presence in UK http://www.paconsulting.com/ SDL UK (but provides services globally) Mark Lancaster - CEO CX management Leader in global customer experience; claims that top 100 companies in the world use SDL to create CX to drive demand http://www.paconsulting.com/ LimeBridge AUS Bill Price - CEO Improve customer service; manage customer demand; service and sales improvement No Real Differentiators http://www.limebridge.com.au/
  32. 32. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 32 Appendix. B - Footnotes I. CAGR Growth from 2014 – 2019 I. The CAGR was only given for the 5 year time period. By reversing the CAGR formula, the CAGR for each individual year was determined. http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019- research-and-forecast-report-274489191.html II. 93% of Global CEOs said “Yes, CX is a top priority this year” I. http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019-research-and- forecast-report-274489191.html III. Almost 24/7 support is crucial to success I. http://www.bain.com/infographics/five-disciplines/ IV. Firms must have both online & offline capabilities I. http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014 V. Omni-channel service, focus on mobile I. http://www.sas.com/content/dam/SAS/en_us/doc/whitepaper2/hbr-leading-edge-customer-experience-mgmt- 107061.pdf VI. NPS metrics I. http://blog.clientheartbeat.com/customer-experience-trends-2015/ VII. Positive experiences for employees and customers I. http://blog.clientheartbeat.com/customer-experience-trends-2015/ VIII. Top 25 Influencers in the CX Industry I. http://blog.satmetrix.com/top-25-customer-experience-leaders-plus-25-more-to-watch-for-2015-infographic
  33. 33. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 33 Appendix. C – Definitions • Customer Experience (CX) : Customer experience is the product of an interaction between an organization and a customer over the duration of their relationship • Segments of the CX Value Chain: • Net Promoter Score (NPS): Net Promoter Score is a customer loyalty metric where consumers are asked “How likely is it that you would recommend our company/product/service to a friend or colleague?” which is used to measure loyalty between a consumer and provider. • NPS Scoring Chart: Attraction Awareness Discovery Cultivation Advocacy Purchase Use
  34. 34. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 34 Appendix. C – Qualitative Research • http://www.forbes.com/sites/martinzwilling/2014/03/10/customer-experience-is-todays-business- benchmark/ • http://www.bain.com/infographics/five-disciplines/ • http://www.sas.com/content/dam/SAS/en_us/doc/whitepaper2/hbr-leading-edge-customer-experience- mgmt-107061.pdf • http://blogs.forrester.com/kerry_bodine/13-01-04-forresters_2013_customer_experience_predictions • https://www.linkedin.com/pulse/20130107140541-284615-7-predictions-for-the-customer-experience- industry-in-2013 • http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014 • http://blog.clientheartbeat.com/customer-experience-trends-2015/ • http://www.prnewswire.com/news-releases/customer-experience-management-market-2014-2019-research- and-forecast-report-274489191.html • http://www.crmsearch.com/cx-research.php • http://blog.satmetrix.com/top-25-customer-experience-leaders-plus-25-more-to-watch-for-2015-infographic
  35. 35. © 2015 CEB. All rights reserved Version: X.X Last modified: [insert date format: DD Month YYYY] CONFIDENTIAL OR CONFIDENTIAL-RESTRICTED [Delete as appropriate] 35 Appendix. D – Image Citations • HR Icon: http://www.vpiexperthr.com/wp-content/uploads/2014/08/vpi-expert-hr-icon-12.png • Research Icon: http://icons.iconarchive.com/icons/icons8/android/512/Industry-Research-icon.png • Marketing Icon: http://www.menacegroup.com.au/images/traditional-marketing-icon.png • HR Icon 2: http://www.vpiexperthr.com/wp-content/uploads/2014/08/vpi-expert-hr-icon-3.png • Brand Icon: http://showstylekids.com/wp-content/uploads/2014/07/brand_icon1.png • Product Icon: https://cdn2.iconfinder.com/data/icons/windows-8-metro-style/128/product.png • Bain Logo: https://upload.wikimedia.org/wikipedia/en/thumb/8/86/Bain_and_Company_Logo_1.svg/1280px- Bain_and_Company_Logo_1.svg.png • Satmetrix Logo: https://pbs.twimg.com/profile_images/565668084359233536/z8YA8RfU.png • Temkin Group Logo: http://www.theshelbyreport.com/wp-content/uploads/2013/01/temkinlogo.jpg • Beyond Philosophy Logo: https://media.licdn.com/media/p/1/005/08d/16d/3bc29a4.png • Strativity Logo: https://strativity.com/wp-content/uploads/2013/05/logo.png • Clock: http://www.nasarallysport.com/graphics/signs/symbol-clock.png • Computer: http://studydroid.net/images/icons/originals/iconmonstr-laptop-icon.png • People: http://cdn.flaticon.com/png/256/27825.png • Magnifying glass: https://upload.wikimedia.org/wikipedia/commons/thumb/5/55/Magnifying_glass_icon.svg/490px- Magnifying_glass_icon.svg.png • Mobile: http://simpleicon.com/wp-content/uploads/mobile-1.png

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