Beyond devices, Beyond personalization & Beyond virtualization - What customer experience are you delivering?

1. CUSTOMER EXPERIENCE
Beyond processes of today!

2. 70% consult family & friends
33% change their main bank
80% maintain accounts in 2 banks
Banking is commodity!

3. 3 APPLES CHANGED THE WORLD

4. 3 APPLES CHANGED THE WORLD
… and it’s always been about EXPERIENCE!

5. 3 APPLES CHANGED THE WORLD
… beyond the normal – THE NEW NORMAL!

6. The
third
led to
Digital
Disruption!

7. Digital is in everything your customers do today.
In how they transact,
in how they entertain,
in how they unwind,
in how they think,
in how they experience!

8. But…
Beyond devices…
Beyond personalization…
Beyond virtualization…
What experience do you deliver?

9. When products and offerings are same, Customer
experience is the only differentiator.

10. #Customer
#User
#Audience
#Target segment
#Prospect
#Reference
#Member
“I’m not an ID, not a transaction!"
Its About the “ME” experience

11. #KnowThyCustomer
- Name
- Filed documents
- Relevant details
- Business relationship
- Past transactions
- Open complaint(s)
- Past feedbacks
- Recent events
Know your customers before reaching out to them!
Understand them when they reach out to you!

12. Banks need to do more…
much more…

13. You’ve got to start with customer
experience, and work backwards to
technology.
- Steve Jobs

14. System Tasks
HumanTasksBack office and
Process
Orchestration
Integration with Databases & Systems
• Silo’ed business systems
• Predefined workflows
• Standard Business Rules
• Loose customer context
Unhappy
Customers
Unhappy
Employees
The problem lies in your business processes!

15. Robust Service Architecture
#Complement
- Common Infrastructure
- Existing IT Environment
- Business Process
- Business Rules
- Customer Data
- Security
- Scalability
#Experience
- OmniChannel
- Communication
- Mature Line of Business
- Unified Interface
- Configurability
- Mobility
#Target
- Monitoring
- Compliance
- Reduction in TAT
- Intelligent Cross Selling
Efficiency, Agility, Responsiveness

16. Virtual Shared Services
#Beyond Effectiveness
- Contextual operations
- Distributed & Connected
- Improved Utilization
- Operational Throughput
- Customer Centric
#Beyond Knowledge
- Case Management
- Intelligent Systems
- Collaborative
- Faster Decisions
- Agility
#Beyond Processing
- Robotics Process Automation
- Straight Through Processing
- Auto-Improvement Rules
- Updated Business Process

18. • Multi-channel and multi-form engagement
• Cross-Channel Business Process Continuity
• Seamless Mobile extensions of process transactions
• Seamless Content Integration with mobile interfaces

19. Contextualization
and Orchestration
Integrated
Content
Management
• Create Context through Integrated
Content Management
• Carry context through the processes
• Enable interfaces with right content and
right context

20. Contextualization
and Orchestration
Straight through
System Tasks
Integrated
Content
Management
• Better Automation of Straight-through
system tasks with built-in business rules
• Difference is the access to “context”

21. Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Management
Robotic Process Automation
• Automation of Mundane, repetitive human
tasks through Robotic Process Automation
• 24x7 Operations with lesser errors
• Enablement through Virtual SSC and
seamless Process Orchestration

22. Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Management
Knowledge Worker
Tasks
Case Management
Robotic Process Automation
• Flexible Processes through Case Management
• Knowledge Worker Empowerment
• More Effective and Contextual Response

23. Customer Communication Management
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Management
Knowledge Worker
Tasks
Case Management
Robotic Process Automation
• Contextual
Customer
Engagement
through CCM

24. Customer Communication Management
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Management
Knowledge Worker
Tasks
Case Management
Robotic Process Automation
Happy
Customers
Happy
Employees
Customer Experience needs Customer-centric Business Processes!

25. Delight
Your Customers
Be Faster
than The Fastest
Make your Business
Infinite
Leverage Robotic Process Automation.
Empower your knowledge workers.
Virtualize your Shared Services.

27. Thank you. www.newgensoft.com

28. About Newgen
Newgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication
Management (CCM) and Case Management, with a global footprint of 1300+ installations in more than 61 countries with large, mission-critical solutions deployed at the
world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.
Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2013. Newgen has been assessed at CMMi Level3.
Write to us:
USA & CANADA: info@newgensoft.com
INDIA: corpmktg@newgensoft.com
APAC: asiapac@newgensoft.com
EMEA: emea@newgensoft.com
For sales enquiry, dial:
USA & CANADA: +1 (202) 800 7783
INDIA: +91 11 40773769
APAC: +65 3157 6189
EMEA: +44 (0) 2036 514805, +973-1-619-8002 www.newgensoft.com
CUSTOMER EXPERIENCE
Beyond processes of today!