CX менежмент: Үйлчилгээний туршлагыг сайжруулах нь Д.Отгонбадам

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CUSTOMER
EXPERIENCE
MANAGEMENT
How to improve
Service eXperience
Otgonbadam.D
Director of Customer Operation Division Customer Care Sector
Certified Mastering CX

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CX MANAGEMENT
CX
Customer
Experience
How customers
perceive their
interactions with a
company
Source: Forrester and ROBERT M.KEAY, Customer happiness on the horizons how to achieve customer happiness, influenced by happy
employees.
The set of activities that an
organization performs to
consistently deliver the right
customer experience

3. AWARENESS
PURCHASE
USAGE
SERVICE
ADVOCACY / CHURN
Customer experience
The sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services
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CX
ECO
SYSTEM
CUSTOMER CENTRIC
LEADERSHIP
EMPLOYEE
ENGAGEMENT
CX
CULTURE
CUSTOMER
JOURNEY
CX METRICS
CHANNEL INTERACTIONS
EMBED CX IN THE CULTURE OF THE ORGANIZATION
CX STRATEGY

5. CX (Service experience)
EMPLOYEE
ENGAGEMENT
USE
TECHNOLOGY
CHANNELS
USE CUSTOMER
JOURNEY MAPPING
IMPLEMENT VOC
PROGRAM
IMPROVE CUSTOMER
SERVICE (PROCESS)
highly personalized and
segmented experience
that is tailored to their
specific needs and
preferences.
improve self-service options,
proactively resolve issues and provide
personalized recommendations

6. CX (Service experience)
EMPLOYEE
CUSTOMER
JOURNEY MAPPING
CX Culture and Engagement to CX
Soft skill-Sense needs of the
customer
Value added service
Easy simple – zero effort
Standard
Service Quality-WoW effect
VOC program
KYC
Customer Journey
Use technology
Tailored offer
Personalized
SERVICE PROCESS

7. Service process
Service quality
Customer Voice
Easy simple
Standard
Zero effort

8. Employee
Value added
service
CX Culture
Sense needs of the
customer
Soft skill
Engagement to
CX
culture

9. . . . . . . .
. . . . . . .
. . . . . . .
. . . . . . .
Company
Strategy
CX Metrics
Employee
Engagement
VOC
ALL
TOUCHPOINT
CX
CAMPAIGN
BADGE HOLDERS
CX ECOSYSTEM
CX COMMUNITY
culture
WONDERFUL JOURNEY

10. CUSTOMER Journey mapping
KYC
Customer
Journey
Mapping
Platform
Tailored
Offering
System
USE TECHNOLOGY
WONDERFUL JOURNEY
+20%
+15
-20%

11. Customer JOURNEY MAPPING
Awareness
Purchase
Usage
Service
Satisfaction
Offer others
Painpoint
Feedback
Advocacy
Process

12. Customer JOURNEY MAPPING
Check unit
balance
Search
Unit type info
Behavior based
offer (AI)
Purchase
Usage

13. NLP
AI & ML
Natural
Language
Processing
SOCIAL LISTENING by AI
AI & ML
Prediction
USE
TECHNOLOGY
1st contact center in
Mongolian market

14. CX (Service experience)
EMPLOYEE
CUSTOMER
JOURNEY MAPPING
CX Culture and Engagement to CX
Soft skill-Sense needs of the
customer
Value added service
Easy simple – zero effort
Standard
Service Quality-WoW effect
VOC program
KYC
Customer Journey
Use technology
Tailored offer
Personalized
SERVICE PROCESS
+24% 2X
2.5X

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THANK YOU FOR ATTENTION
GOOD LUCK for YOUR
CX JOURNEY