This document discusses how organizations can use customer data and new technologies to improve the customer experience and gain a competitive advantage. It recommends breaking down silos between departments involved in customer experience projects. Personalization is key, and service providers should align business processes to customer needs across channels in a seamless manner. Adopting big data technologies can enhance the customer experience but organizations struggle to turn proofs of concept into real business value unless stakeholders have access to the right information at the right time to take quick action. The document promotes a platform called UniServeTM NXT that allows configuration instead of coding to easily deliver personalized customer experiences across channels.
3. You risk ceding more ground to disruptive
digital players if you don’t act now!
Customer experience is the
next battlefield
- Gartner
3
4. 4
4
Your customer
data is your asset
Use it to build competitive edge through
differentiated customer experience
5. What needs to be done ?
5
Break the departmental silos of people, process and
technology to empower stakeholders
Multiple customer experience projects Enterprise wide unification
Today’s siloed approach Future collaboration
7. Key imperatives of service providers
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34% of respondents from global telecom operators deemed service
personalization as their number customer centricity initiative
– E&Y study of 43 interviews with representatives of 40 organizations
Source: Global telecommunications study: navigating the road to 2020
8. Outside-in approach for personalization
8
Your business processes need to be proactively
align to customers’ needs
10. Customer journey in the digital world
10
Research suggests that customer hops at least three
channels before completing a single transaction
11. The physical and the digital divide
11
Consumers increasingly expect to move seamlessly
across channels, receiving consistent content
through physical and digital channels
No more inconsistent pricing on digital and physical channels
LG G Stylo (Sprint Prepaid)
Price: $199.99
Price: $170.99
12. Bridging the gap
12
Personalization is ensuring that customers get a pre-selection of what they’re
interested in, in the channels and mediums that they interact 12
13. How it helps in boosting revenues
13
Personalized up-sell and cross-sell opportunities
While enhancing customer experience
Streamline operations
Reduce customer support costs
15. What Amazon does that you don’t ?
15
Bundle offers (multiple products)
Recommendation based on purchase history
Seamless experience across channels
16. Modernization of order management
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Modernization of existing
infrastructure to enable bundle
offers across lines of business
Single Portal
OMS1
EPTJ
P1
OMS2
cable
P2
OMS3
Broadband
P3
Procurment1
Billing
OTD
status1
OTD
status2
OTD
status3
Procurment2 Procurment3
Billing Billing
Mobile Broadband DTH Fixed line
Prod catalogue
16
19. Adoption of big data technologies
19
Customer experience was the top priority for respondents
invested or planning to invest in big data technology
20. Challenge of organizing for big data
Despite big investments surrounding big
data, information leaders are struggling to
turn proofs of concept into demonstrable
business value.
Source: Gartner
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22. Agility to act quickly is important
22
The pace at which customers interact with systems of engagement is
exponentially higher than response time taken by systems of record.
Customers move channels rapidly and
expect consistency
Legacy systems react slowly to
customer needs
22
23. IT silos impacting the entire value chain
23
90% of the information assets from big data analytic efforts will be
siloed and unleveragable across multiple business processes 23
24. Seamless federation for swift action
24
Stakeholders are aligned with right information at the right time, in
the right format refines customer experience 24
