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Linkedin: https://www.linkedin.com/company/orange-business-services/
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> Read the full review here: http://bit.ly/31e9dtP
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11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
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https://www.oeconsulting.com.sg/training-presentations]
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2. The BCG Strategy Palette
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5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
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Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
How much does “right” talent contribute towards the organisational effectiveness? Is the growth of an organisation restricted by the talent they hire? What are the tools that help gauge the fit between a potential hire, the role and the organisation’s values?
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info@asia-masters.com
www.asia-masters.com
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Visit CRMXchange.com and join the premiere CRM community.
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David Barrett, Managing Director, cut-e
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8. Customer Loyalty Survey
Third-Party Agency Internal• Who Conduct the
Survey:
• Survey Channels:
• Questionnaires:
• Target respondents: Customers who experienced each touchpoints/ journeys
Agent Auto-Dialer SMS Email App Pop-Up
Customer Satisfaction Score
(CSAT)
Net Promoter Score
(NPS)
How would you rate your experience
with your … (e.g. recent support
requirement)?
On a scale of 0-10 how likely would it be
for you to recommend [company name] to
a friend or colleague?
10. How to Improve Customer Loyalty Survey Method
• Get more respondents:
• Reduce the costs:
Cover more target respondents Increase response rate
̶ Select right survey channels
̶ Adjust the messages/
questions
Automate the process
̶ Build the end-to-end process from leads generation, survey sending
and results consolidation
̶ Tools: SQL, scheduling software, Excel VBA, RPA…
̶ Eliminate the bias to set
selection rules
11. Loyalty & LTV- What is a Good Loyalty Indicator
→ A good loyalty indicator can differentiate high-
churn-rate customers vs. low-churn-rate customers.
CSAT Score
CX LTV
Touch point
delivery
Customer journey
and perception
Customers
behaviors
• Cost
• Quality
• Speed
Loyalty Behavior
Touch
points
Key measurement
• CEI
(experience
index)
• CES (effort
scoring)
• CSAT
• NPS
• Preference
• Churn
• Usage
• ARPB
• Influence
(WOM)
• Customer
Lifetime Value
(Future
Contribution)
CXCX
Customers Experience Management
X month churn rate
12. Example: Airbnb- How well does NPS predict rebooking?
Source: https://medium.com/airbnb-engineering/how-well-does-nps-predict-rebooking-9c84641a79a7
Ask guests “How likely are you to recommend
Airbnb to a friend?”— a question called
“likelihood to recommend” or LTR
19. Customer Segmentation
Physical Semi-Physical Digital
- Most are elders
- Love to go to
stores or make
phone calls
- Call durations
are longer
- Average age:40
- Use physical
channels once
every 3 months
- Call durations
<= 5 minutes
- Younger
- Only use APP
or website
- Willing to chat
with chatbots
Example: Channel Preferences
● Descriptive analysis
● Rule-based
● Clustering algorithm
● Cross analysis
21. Solutions
(1) Actionable: 可行性
(2) Impact: 影響人數、影響力大、提升滿意度的機會
(3) Cost efficiency: Schedule長短、Resources是否容易取得等
• Improve the touchpoints’ customer experience
• Lead the customers to other touchpoints with better experience
• How to Evaluate
̶ What are the key drivers
̶ What kind of customers have the highest conversion rate
( Apply machine learning techniques, e.g. propensity model)
̶ What treatments can convert most customers
22. Test & Learn
Test plan need to contains:
• Objectives
• Key Measurement
• Other Measurement
• Test Group Description
• Test Period
Hypothesis & Test
Analyze & Refine
Roll Out
23. Operational KPIs & Dashboards
Auto-update Timely Easy-to-Access Data-Visualized
Call Type Jan-20 Feb-20 Mar-20
A 33.7% 32.1% 33.2%
B 23.9% 22.3% 23.7%
C 12.7% 13.3% 13.4%
D 10.1% 8.3% 2.2%
E 6.1% 11.7% 16.2%
F 4.6% 3.5% 3.3%
G 1.9% 1.9% 1.6%
H 1.7% 1.6% 1.5%
I 3.5% 3.3% 2.7%
J 1.8% 2.0% 2.2%
Total 100.0% 100.0% 100.0%
Example: Monitor call type distributionsExample: Monitor NPS by time-periods
NPS
App-Browse-Time
Operational KPIs among each touchpoints drive customer experiences
24. • Get support from higher-level supervisors
• Form the mutual goal
• Make the team be advocators
• Grit- Never give up
How to Collaborate with Different Stakeholders