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CUSTOMER EXPERIENCE
Beyond processes of today!
70% consult family & friends
33% change their main bank
80% maintain accounts in 2 banks
Banking is commodity!
3 APPLES CHANGED THE WORLD
3 APPLES CHANGED THE WORLD
… and it’s always been about EXPERIENCE!
3 APPLES CHANGED THE WORLD
… beyond the normal – THE NEW NORMAL!
The
third
led to
Digital
Disruption!
Digital is in everything your customers do today.
In how they transact,
in how they entertain,
in how they unwind,
in how ...
But…
Beyond devices…
Beyond personalization…
Beyond virtualization…
What experience do you deliver?
When products and offerings are same, Customer
experience is the only differentiator.
#Customer
#User
#Audience
#Target segment
#Prospect
#Reference
#Member
“I’m not an ID, not a transaction!"
Its About the “...
#KnowThyCustomer
- Name
- Filed documents
- Relevant details
- Business relationship
- Past transactions
- Open complaint(...
Banks need to do more…
much more…
You’ve got to start with customer
experience, and work backwards to
technology.
- Steve Jobs
System Tasks
HumanTasksBack office and
Process
Orchestration
Integration with Databases & Systems
• Silo’ed business syste...
Robust Service Architecture
#Complement
- Common Infrastructure
- Existing IT Environment
- Business Process
- Business Ru...
Virtual Shared Services
#Beyond Effectiveness
- Contextual operations
- Distributed & Connected
- Improved Utilization
- O...
• Multi-channel and multi-form engagement
• Cross-Channel Business Process Continuity
• Seamless Mobile extensions of proc...
Contextualization
and Orchestration
Integrated
Content
Management
• Create Context through Integrated
Content Management
•...
Contextualization
and Orchestration
Straight through
System Tasks
Integrated
Content
Management
• Better Automation of Str...
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Manageme...
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human Tasks
Integrated
Content
Manageme...
Customer Communication Management
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human...
Customer Communication Management
Contextualization
and Orchestration
Straight through
System Tasks
Straight Through
Human...
Delight
Your Customers
Be Faster
than The Fastest
Make your Business
Infinite
Leverage Robotic Process Automation.
Empower...
Thank you. www.newgensoft.com
About Newgen
Newgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Managem...
Customer Experience - Beyond Processes Of Today
Customer Experience - Beyond Processes Of Today
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Customer Experience - Beyond Processes Of Today

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

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Customer Experience - Beyond Processes Of Today

  1. 1. CUSTOMER EXPERIENCE Beyond processes of today!
  2. 2. 70% consult family & friends 33% change their main bank 80% maintain accounts in 2 banks Banking is commodity!
  3. 3. 3 APPLES CHANGED THE WORLD
  4. 4. 3 APPLES CHANGED THE WORLD … and it’s always been about EXPERIENCE!
  5. 5. 3 APPLES CHANGED THE WORLD … beyond the normal – THE NEW NORMAL!
  6. 6. The third led to Digital Disruption!
  7. 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. 8. But… Beyond devices… Beyond personalization… Beyond virtualization… What experience do you deliver?
  9. 9. When products and offerings are same, Customer experience is the only differentiator.
  10. 10. #Customer #User #Audience #Target segment #Prospect #Reference #Member “I’m not an ID, not a transaction!" Its About the “ME” experience
  11. 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. 12. Banks need to do more… much more…
  13. 13. You’ve got to start with customer experience, and work backwards to technology. - Steve Jobs
  14. 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. 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. 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
  17. 17. • Multi-channel and multi-form engagement • Cross-Channel Business Process Continuity • Seamless Mobile extensions of process transactions • Seamless Content Integration with mobile interfaces
  18. 18. 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
  19. 19. 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”
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 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 Happy Customers Happy Employees Customer Experience needs Customer-centric Business Processes!
  24. 24. Delight Your Customers Be Faster than The Fastest Make your Business Infinite Leverage Robotic Process Automation. Empower your knowledge workers. Virtualize your Shared Services.
  25. 25. Thank you. www.newgensoft.com
  26. 26. 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!

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