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Build competitive edge through differentiated customer experience
The document emphasizes the importance of personalized customer experiences to gain a competitive edge in the digital landscape, where customers have numerous interaction choices. It advocates for breaking down departmental silos and leveraging customer data to create a seamless omni-channel experience. Personalization not only enhances customer engagement but also drives revenue through up-sell and cross-sell opportunities.
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Build competitive edge through differentiated customer experience
- 1. © Intense TechnologiesLimited 1 Build competitive edge through differentiated customer experience
- 2. © Intense TechnologiesLimited 2 Your customers have more choices to interact with you
- 3. © Intense TechnologiesLimited You risk ceding more ground to disruptive digital players if you don’t act now! Customer experience is the next battlefield - Gartner 3
- 4. © Intense TechnologiesLimited 4 Your customer data is your asset Use it to build competitive edge through differentiated customer experience
- 5. © Intense TechnologiesLimited What needs to be done ? 5 Multiple customer experience projects Enterprise wide unification Break the departmental silos of people, process and technology to empower stakeholders Today’s siloed approach Future collaboration
- 6. © Intense TechnologiesLimited 6 Why personalization is the key?
- 7. © Intense TechnologiesLimited Key imperatives of service providers 7 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. © Intense TechnologiesLimited Outside-in approach for personalization 8 Your business processes need to be proactively align to customers’ needs
- 9. © Intense TechnologiesLimited 9 Personalization of Omni-channel customer experience
- 10. © Intense TechnologiesLimited Customer journey in the digital world 10 Research suggests that customer hops at least three channels before completing a single transaction
- 11. © Intense TechnologiesLimited 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. © Intense TechnologiesLimited 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
- 13. © Intense TechnologiesLimited How it helps in boosting revenues 13 Personalized up-sell and cross-sell opportunities While enhancing customer experience Streamline operations Reduce customer support costs
- 14. © Intense TechnologiesLimited 14 Personalization of order management for customer experience
- 15. © Intense TechnologiesLimited What Amazon does that you don’t ? 15 Bundle offers (multiple products) Recommendation based on purchase history Seamless experience across channels
- 16. © Intense TechnologiesLimited Modernization of order management 16 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 Modernization of existing infrastructure to enable bundle offers across lines of business
- 17. © Intense TechnologiesLimited One customer, one experience 17
- 18. © Intense TechnologiesLimited 18 What big data technologies are doing to enhance customer experience
- 19. © Intense TechnologiesLimited Adoption of big data technologies 19 Customer experience was the top priority for respondents invested or planning to invest in big data technology Source: Gartner
- 20. © Intense TechnologiesLimited 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 20
- 21. © Intense TechnologiesLimited Focus shifts from insights to action 21
- 22. © Intense TechnologiesLimited 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
- 23. © Intense TechnologiesLimited 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
- 24. © Intense TechnologiesLimited Seamless federation for swift action 24 Stakeholders are aligned with right information at the right time, in the right format refines customer experience
- 25. © Intense TechnologiesLimited UniServe™ – Fastest way to build business agility 25
- 26. © Intense TechnologiesLimited Platform that builds business agility 26
- 27. © Intense TechnologiesLimited 27 Personalization made easy with UniServe Just configure .. Do not code!
- 28. © Intense TechnologiesLimited Our mission: Help you act on big data 28 Build competitive advantage through differentiated customer experience