Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer experience transformation utilities june 25th 2014 copy

596 views

Published on

Understanding the financial value of customer experience: from regulatory pressure to ROI
With the huge push factor of regulatory pressures forcing utilities professionals into improving customer experience, it is critical to focus upon the pull factors of a customer experience strategy for increasing profit.

Maximising the true value of the customer experience industry
Investing in your customer experience strategy to improve customer service and maintain existing customers
Developing a competitive edge through customer experience. What plans and strategy do you need in place?


Professor Dr Phil Klaus
Lecturer and World Leading Expert in Customer Experience

Published in: Business, Technology
  • Hello! I have searched hard to find a reliable and best research paper writing service and finally i got a good option for my needs as ⇒ www.HelpWriting.net ⇐
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Customer experience transformation utilities june 25th 2014 copy

  1. 1. Understanding the Financial Value of Customer Experience: From Regulatory Pressure to ROI Prof. Dr. Phil Klaus www.profdrphilklaus.com @profdrphilklaus profdrphilklaus@gmail.com Customer Experience Transformation: Utilities Birmingham June 25th, 2014 ©® All Rights Reserved – www.profdrphilklaus.com – ProfDrPhilKlaus@gmail.com
  2. 2. Agenda •  Your most burning questions. •  Numbers and Sense. •  How to manage the most profitable CX program. •  Technology enhances CX. •  Summary. ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  3. 3. CX – what is it? •  491,000,000 hits in 0.49 seconds •  1,400,000 associated members @ •  Great customer experiences? •  CEOs 80% •  Their customers 8% ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  4. 4. Defining CX BLOGS 44 Customer Experience Blogs You Should Be Reading The 10 Best CX Blogs 193,000,000 hits SOLUTION PROVIDERS EXPERTS ? 56,700,000 C2C EVERYTHING?! = NOTHING?! ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  5. 5. What do you think…? •  CX lacks strategic impact. •  No one knows what exactly CX is. •  CX is a tactical rather than a strategic objective. •  Technology is the main driver for CX. •  CX is the next competitive battleground. •  CX is nothing more that the Emperor's new clothes. •  Academic CX research is relevant
  6. 6. Your most burning questions… •  Linking CX to profitability •  Best and next practice examples •  Latest trends •  Successful management
  7. 7. Linking CX to profitability •  Linking CX practices and strategies to profitability. •  311 companies worldwide. •  5 dimensions of practice Definition; Governance; Management; Policies; Measurements; Expectations; Challenges •  3 types of CX practice: Preservers, Transformers and Vanguards differ across all 5 dimensions •  How do they differ in practice? •  Which is the most profitable one? ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  8. 8. CX Management Practices
  9. 9. Linking CX to profitability Ranking Type Most compelling reason Performance 1. 2. 3. 100%
  10. 10. Linking CX to profitability Ranking Type Most compelling reason Performance 1. Vanguards Holistic Strategy Execution 600% 2. Transformers Caught in the middle 250% 3. Preservers Lack of measurement 100% •  Generalizability across sectors, countries, industries, firm size. •  How to become a vanguard? ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  11. 11. How to become a vanguard… •  Top three based upon influence on profitability •  Measuring CX – Using EXQ •  CX from the customers’ viewpoint •  CX delivery – the crucial role of employees •  EXQ as ‘Troyan Horse’
  12. 12. The influence of technology •  Technology as enabler, not the focus of activities. •  Successful Online and Multichannel CX management ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  13. 13. The future is here… •  Mass 1 to 1 •  Gender, age, time, location recognition •  Future: Interest sensing via mobile – included in hardware •  Geo-Fencing text advertising based upon profile •  Recognizing the customer’s “state of mind” ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com
  14. 14. Your most burning questions… •  Linking CX to profitability •  Best and next practice examples •  Latest trends •  Successful management
  15. 15. More free resources available to you… •  Gain free access to cutting edge CX research from the worldwide leading researchers by joining our Linkedin group •  http://tinyurl.com/marketingscholarsonLinkedIn •  https://www.youtube.com/watch?v=6eshTkeFZGs •  Get the book •  http://tinyurl.com/MeasuringCX
  16. 16. Conclusions •  CX – the next competitive battleground. •  The business case for CX. ROI versus Dynamic Capabilities. •  How to become a vanguard! •  More than hope, there is evidence, the future is bright and exciting. •  Let’s talk – ProfDrPhilKlaus@gmail.com ©® All Rights Reserved – www.profdrphilklaus.com - ProfDrPhilKlaus@gmail.com

×