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But what about the customer?
Leveraging Technology for Greater Customer Centricity
Jay Roberts
jay.roberts@bullhorn.com
Bullhorn
Growth Rate and Scale
Bullhorn Customer
Experience Index
New Since
2015 Offices
$0
$50
$100
$150
$200
$250
$30+M
YoY R&D
Reinv estment
76
different
countries
800+
employees
96%
customer
satisfaction
85%
first call
resolution
76
different
countries
8,000+
customers200+
support
employees
PROCESS
tailored offerings
based on discrete
customer
segments vs “one
size” fits all
approach. Focus
on flexible
offerings to suit
customer needs
TECHNOLOGY
unified vision for
customer data vs
legacy system with
data trapped in silos.
Focus on data being
managed as a
company asset and
customer facing
tech is embraced
CULTURE
lifetime value is key
metric vs new
business volume or
market share. Focus
on meeting needs of
profitable customer
segments across their
whole lifecycle
SERVICE
delivery via value
adding customer
contact vs
transactional and
reactive
approach. Focus
multiple contact
channels and self
service tools
PEOPLE
customer-centric
culture pervasive
at all levels vs no
ownership and no
authority. Focus
on empowerment
to own and
resolve issues
BRAND
high recognition
and strong
positive
associations vs
known but not
valued. Focus on
real evidence of
being customer
focused
Focus on
Customer
Centricity
Culture,
People &
Technology
Platform,
Automated
& Digitised
Experiences
Summary
Jay Roberts, Bullhorn - But What About the Customer?
Jay Roberts, Bullhorn - But What About the Customer?

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Jay Roberts, Bullhorn - But What About the Customer?

  • 1. But what about the customer? Leveraging Technology for Greater Customer Centricity Jay Roberts jay.roberts@bullhorn.com
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  • 8. Bullhorn Growth Rate and Scale Bullhorn Customer Experience Index New Since 2015 Offices $0 $50 $100 $150 $200 $250 $30+M YoY R&D Reinv estment 76 different countries 800+ employees 96% customer satisfaction 85% first call resolution 76 different countries 8,000+ customers200+ support employees
  • 9. PROCESS tailored offerings based on discrete customer segments vs “one size” fits all approach. Focus on flexible offerings to suit customer needs TECHNOLOGY unified vision for customer data vs legacy system with data trapped in silos. Focus on data being managed as a company asset and customer facing tech is embraced CULTURE lifetime value is key metric vs new business volume or market share. Focus on meeting needs of profitable customer segments across their whole lifecycle SERVICE delivery via value adding customer contact vs transactional and reactive approach. Focus multiple contact channels and self service tools PEOPLE customer-centric culture pervasive at all levels vs no ownership and no authority. Focus on empowerment to own and resolve issues BRAND high recognition and strong positive associations vs known but not valued. Focus on real evidence of being customer focused
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