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.

Centers of Excellence and Service Transformation

117 views

Published on

Centers of excellence and service transformation are a winning combo.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Centers of Excellence and Service Transformation

  1. 1. Centers of Excellence and Service Transformation: A Winning Combination Thursday, September 27, 2018 2:00 PM EST / 11:00 AM PST
  2. 2. 2 Welcome and Housekeeping Q&A Submit your questions by using the top left portion of your console Enlarge Slides Enlarge the slides by dragging the bottom right corner of the slide window eBroadcast OnDemand A recording of this eBroadcast available at www.frost.com/servicetransformation Join the conversation We will be tweeting throughout the presentation. Join in the conversation at #frostST
  3. 3. 3 Today’s Presenters
  4. 4. 4
  5. 5. 5 Frost & Sullivan Digital Transformation Framework The Convergence of business functions, the digital ecosystem, and new business models create innovative ways to impact the top line growth and bottom line efficiency of companies. Key Elements of Digital Transformation Digital Ecosystem Business Functions Business Models Value Extraction Impact on Top & Bottom Lines The Digital Ecosystem includes the technologies that need to work together seamlessly for digital transformation to be effective. Partnerships are critical for all elements of the ecosystem, and IT must seamlessly work with existing industry technologies. Business Models include new ways to generate revenue. Business Functions include People, Operations, Product, Information Management, Customer Journey, and Leadership. Digital transformation improves the ability of each function to achieve their key objectives.
  6. 6. 6 Digital Transformation Framework: Digital Ecosystem Digital Evolution Digital Proficiency Digital Fundamentals Enterprise Information Management Analytics Augmented /Virtual Reality Customer Experience Artificial IntelligenceSocial Media Collaboration IoT Mobile & Wireless Security Connectivity Cloud Interoperability Platforms There are three phases of digital transformation: 1.Digital Fundamentals 2.Digital Proficiency 3.Digital Evolution. Most organizations are likely to have a few investments in each phase, some more entrenched than others. Connectivity and interoperability is needed far beyond IT solutions – partnerships must be sought throughout the value chain for digital transformation to work effectively.
  7. 7. 7 Digital Transformation Framework: Business Functions Product/Service Leadership Customer Journey Information Management PeopleOperations
  8. 8. 8 Panel Presentation
  9. 9. 9 Enhancing Online Customer Experiences Through CEM 9 What recommendations do you have for customer services leaders in companies starting digital transformation initiatives? If they will need to change how service is delivered, where would you recommend they begin? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  10. 10. 10 Enhancing Online Customer Experiences Through CEM 10 What is the role of customer journey mapping when improving customer service delivery? Is understanding the customer touchpoints enough? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  11. 11. 11 Enhancing Online Customer Experiences Through CEM 11 Companies can establish a center of excellence to address gaps and provide standardization. How does a company get started in creating a center of excellence for customer service? What are your top tips? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  12. 12. 12 Enhancing Online Customer Experiences Through CEM 12 How can a center of excellence improve the metrics and standards important to a customer service leader? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  13. 13. 13 Enhancing Online Customer Experiences Through CEM 13 What are the key characteristics of the technology needed to support a closed-loop service approach connecting customer engagement to service delivery? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  14. 14. 14 Enhancing Online Customer Experiences Through CEM 14 Getting executive buy-in for investments affecting multiple departments can be challenging. What are the best ways to approach senior executive buy-in? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  15. 15. 15 Enhancing Online Customer Experiences Through CEM 15 Process, technology and organizational changes must be supported by the people affected by the changes. What are your top recommendations for ensuring agent and employee buy-in during a customer service business transformation? Centers of Excellence and Service Transformation: A Winning Combination Michael DeSalles Principal Analyst Frost & Sullivan Colleen Beers Senior Vice President NA Operations Alorica Joe Landers Customer Service Transformation Consultant ServiceNow Joe Cherian Senior Director Customer Experience Epicor Brian Stout Vice President, Interim Head of Global Customer Care Metlife
  16. 16. 16 Audience Questions
  17. 17. 17 www.frost.com/servicetransformation eBroadcast OnDemand

×