The document provides an overview of the Digital Marketplace Insights (DMI) 2014 report. Some key findings:
- DMI 2014 conducted interviews with leaders from over 100 organizations across multiple sectors to collect views on digital trends, as well as a consumer survey.
- There has been a significant shift towards customer-centricity, with 75% of organizations now having customer representation at board level and 50% using 4+ user experience techniques.
- The concept of a "digital ecosystem" is emerging, where the components of a digital strategy must be treated interdependently rather than as a hierarchy.
- Key areas covered in the report include technology, channels, customers, strategy, and culture. Innovation
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Digital Adoption Overview: Why Convenience Isn't EnoughLaunchfire
By 2020, banks will have invested nearly $20 billion dollars on new digital products and services. But how successful are they at getting customers to use it?
Most digital adoption strategies are two-fold, involving both consumer facing and internal campaigns. But both sides are suffering from a similar problem: a lack of empathy.
Digital transformation report sweden july 2017Ola Reppling
Digital Transformation Report 2017
@Qvartz and Microsoft have interviewed leading Swedish companies in many industries about Digital Transformation and the practical aspects of it. Understanding the What, Why and How of Digital Transformation. There are many commonalities across industries and between companies, but my key take-away is that there is no silver bullet. You can’t use the cookie cutter and use the same solution over and over again. Each company and situation is different and therefor each company approach needs to be different, both in What, How and timing. This report strengthens my view that Microsoft is in a unique position to support our customers as we continue to invest in both our platform, but more importantly, in our customer relationships.
When we are in a strategic partnership with our customers we can really support them in all stages of the Digital Transformation Maturity Curve. Many of our larger customers have different units/divisions that are in different stages of the maturity curve and Microsoft’s flexible, scalable and versatile platform and way of working allows us to support the customer as needed in throughout the company.
The report also reinforces the validity and importance of Microsoft’s four pillars of Digital Transformation: Engage your customer, Empower your employees, Optimize your operations and Transform your products.
The report will give you a benchmark of where Swedish customers are on their Digital Transformation journey and some insights into the What, Why and How.
[AIIM17] Digital Transformation in 2017 – And the people said… - Bob Larrivee...AIIM International
Did you know that 43% of those polled feel they are Outlanders – lagging behind their peers – when it comes to eliminating duplicative efforts in content creation? Thirty-nine percent see themselves as Citizens – on par with their peers, while 14% feel they are Trailblazers – ahead of the pack. Where do you think you are when it comes to eliminating duplicative content creation? In this session, we will present some of the key findings from the 2017 AIIM State of the Industry Report on Digital Transformation, what it all means, and how to take some steps to move an organization forward in the digital transformation journey.
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
Infosys – Digital Customer Engagement SolutionsInfosys
Digital Customer Engagement Solutions attempt to reduce friction in the automotive customer experience and helps OEMs realize benefits in automotive customer lifecycle
What do large enterprises need to know in the digital age? How should they develop a 'digital strategy'? A primer on what it means to be 'digital' today.
Digital Maturity AssessmentTM of the Sports and Entertainment IndustryStratford Managers
The assessment which was conducted for the Sports and Entertainment Alliance in Technology (SEAT) conference held in San Francisco this past July 19-22, 2015, was completed by digital and technology leaders from the National Hockey League, the National Basketball Association, Major League Soccer, Major League Baseball, National Football League as well as college sports and venues. SEAT is the largest Sports and Entertainment technology conference held annually in the U.S. and Europe.
The survey demonstrated that:
• The majority of the teams and venues have a strong digital strategy but only 13% said there is an enterprise digital vision, owned and communicated by the Executive team.
• 69% say there is a high level of partner integration to improve customer service and fan experience but many teams (58%) are still struggling with platform integration and legacy systems.
• The current inability to have a single view of the fan/ customer is as a key barrier to improved business performance for many organizations.
Leaders spend billions on digital transformation. How to keep up?N-iX
Digital disruption is like a giant white shark hunting businesses in the deep waters of the global economy. Industry leaders respond with digital transformation initiatives and we can learn a lot from their examples..
Developing and managing a multi-channel approach has been
a key issue in retail banking.
But what about Corporate & Investment Banks (CIBs)? Where do they stand in terms of multichannel for corporate clients?
Especially, what are the trends and opportunities in digital channels for them and what are the implications?
Improving business results through digital transformation Tm forum live! - ...Amit Anand
Findings from McKinsey's Telecom IT diagnostics which shows how performance and investments in certain areas of IT correlates with profit margin of operators.
How to keep customers engaged to turn them into fansPolcode
Dive into the latest customer engagement technologies and see what marketers are doing to turn potential customers into brand loyalists.
Watch the webinar held by Twilio, Bonzo and Polcode https://www.youtube.com/watch?v=29ZkvpEuSho&
How to deliver digital-age customer experiences that set you apart from the competition?
Learn how to realize your organization's CRM potential, to acquire more customers and build customer loyalty.
Change, innovate, explore and adjust. These will become the hallmarks of financial institutions that survive and thrive in today’s consumer-driven market. Digital Insight explored importance of an omni-channel offering in today's marketplace, why more engagement across all channels is critical, and how to get started on developing your own omni-channel strategy.
White paper the 4 key reasons 70 percent of telco digital transformations fai...Martin Kievit
Within this white paper we zoom in to why Telcos struggle to deliver successful transformation programmes.
What is it they do wrong and how could they prevent this.
We also look into the different approaches Telcos take when it comes to technology and implementation partner choices
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Digital Adoption Overview: Why Convenience Isn't EnoughLaunchfire
By 2020, banks will have invested nearly $20 billion dollars on new digital products and services. But how successful are they at getting customers to use it?
Most digital adoption strategies are two-fold, involving both consumer facing and internal campaigns. But both sides are suffering from a similar problem: a lack of empathy.
Digital transformation report sweden july 2017Ola Reppling
Digital Transformation Report 2017
@Qvartz and Microsoft have interviewed leading Swedish companies in many industries about Digital Transformation and the practical aspects of it. Understanding the What, Why and How of Digital Transformation. There are many commonalities across industries and between companies, but my key take-away is that there is no silver bullet. You can’t use the cookie cutter and use the same solution over and over again. Each company and situation is different and therefor each company approach needs to be different, both in What, How and timing. This report strengthens my view that Microsoft is in a unique position to support our customers as we continue to invest in both our platform, but more importantly, in our customer relationships.
When we are in a strategic partnership with our customers we can really support them in all stages of the Digital Transformation Maturity Curve. Many of our larger customers have different units/divisions that are in different stages of the maturity curve and Microsoft’s flexible, scalable and versatile platform and way of working allows us to support the customer as needed in throughout the company.
The report also reinforces the validity and importance of Microsoft’s four pillars of Digital Transformation: Engage your customer, Empower your employees, Optimize your operations and Transform your products.
The report will give you a benchmark of where Swedish customers are on their Digital Transformation journey and some insights into the What, Why and How.
[AIIM17] Digital Transformation in 2017 – And the people said… - Bob Larrivee...AIIM International
Did you know that 43% of those polled feel they are Outlanders – lagging behind their peers – when it comes to eliminating duplicative efforts in content creation? Thirty-nine percent see themselves as Citizens – on par with their peers, while 14% feel they are Trailblazers – ahead of the pack. Where do you think you are when it comes to eliminating duplicative content creation? In this session, we will present some of the key findings from the 2017 AIIM State of the Industry Report on Digital Transformation, what it all means, and how to take some steps to move an organization forward in the digital transformation journey.
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
Infosys – Digital Customer Engagement SolutionsInfosys
Digital Customer Engagement Solutions attempt to reduce friction in the automotive customer experience and helps OEMs realize benefits in automotive customer lifecycle
What do large enterprises need to know in the digital age? How should they develop a 'digital strategy'? A primer on what it means to be 'digital' today.
Digital Maturity AssessmentTM of the Sports and Entertainment IndustryStratford Managers
The assessment which was conducted for the Sports and Entertainment Alliance in Technology (SEAT) conference held in San Francisco this past July 19-22, 2015, was completed by digital and technology leaders from the National Hockey League, the National Basketball Association, Major League Soccer, Major League Baseball, National Football League as well as college sports and venues. SEAT is the largest Sports and Entertainment technology conference held annually in the U.S. and Europe.
The survey demonstrated that:
• The majority of the teams and venues have a strong digital strategy but only 13% said there is an enterprise digital vision, owned and communicated by the Executive team.
• 69% say there is a high level of partner integration to improve customer service and fan experience but many teams (58%) are still struggling with platform integration and legacy systems.
• The current inability to have a single view of the fan/ customer is as a key barrier to improved business performance for many organizations.
Leaders spend billions on digital transformation. How to keep up?N-iX
Digital disruption is like a giant white shark hunting businesses in the deep waters of the global economy. Industry leaders respond with digital transformation initiatives and we can learn a lot from their examples..
Developing and managing a multi-channel approach has been
a key issue in retail banking.
But what about Corporate & Investment Banks (CIBs)? Where do they stand in terms of multichannel for corporate clients?
Especially, what are the trends and opportunities in digital channels for them and what are the implications?
Improving business results through digital transformation Tm forum live! - ...Amit Anand
Findings from McKinsey's Telecom IT diagnostics which shows how performance and investments in certain areas of IT correlates with profit margin of operators.
How to keep customers engaged to turn them into fansPolcode
Dive into the latest customer engagement technologies and see what marketers are doing to turn potential customers into brand loyalists.
Watch the webinar held by Twilio, Bonzo and Polcode https://www.youtube.com/watch?v=29ZkvpEuSho&
How to deliver digital-age customer experiences that set you apart from the competition?
Learn how to realize your organization's CRM potential, to acquire more customers and build customer loyalty.
Change, innovate, explore and adjust. These will become the hallmarks of financial institutions that survive and thrive in today’s consumer-driven market. Digital Insight explored importance of an omni-channel offering in today's marketplace, why more engagement across all channels is critical, and how to get started on developing your own omni-channel strategy.
White paper the 4 key reasons 70 percent of telco digital transformations fai...Martin Kievit
Within this white paper we zoom in to why Telcos struggle to deliver successful transformation programmes.
What is it they do wrong and how could they prevent this.
We also look into the different approaches Telcos take when it comes to technology and implementation partner choices
What Works Where 2016 - Is integration the key to digital success?Omobono
In conjunction with Winmark Global, we have canvassed the views of over 100 senior marketers and HR professionals from some of the world’s most influential B2B organisations.
Their insights uncover painful truths and serious questions that professionals on both sides need to urgently respond to, if they are to ensure that their organisations thrive and their teams maintain relevance.
Top Digital Transformation Trends and Priorities for 2016Charlene Li
Given the importance of digital transformation and the never ending onslaught of new technologies, how should organization prioritize limited resources, time, and attention? This presentation to the San Francisco American Marketing Association is the 7th year in a row when Charlene has presented her take of top digital trends.
The Role of Team Synergy in Digital Transformation | Mike Stephenson, HBF | G...Bench
Presentation by: Mike Stephenson, Digital Manager, HBF
Companies have adopted the digital fundamentals, but what’s next? How do we unlock the latest and greatest when it comes to digital technologies, programmatic ad platforms and taking marketing to the next level?
Game Changers is a half-day event dedicated to innovations across data, digital and programmatic marketing, brought to you by Benchmarketing.
Visit www.benchmarketing.com.au for more info.
Edgewater Insurance Consulting practice director Stacey Cheese presented on The Changing World of Consumers in the life insurance industry, and the impact of millennials use of technology.
Voice of the customer - delivering customer centricityTransformUK
Andy Wilkins at Transform was asked to deliver a keynote presentation at 2014 International Customer Experience Summit run by KP Morgan, to discuss the urgent need for a more ambitious and transformational approach to CX if maturing industries are to escape from the clutches of commoditisation and high customer churn.
European executives from the retail banking and telecoms sectors came together to share their experiences, reflect on the CX journey so far and discuss future challenges and opportunities.
The way customers engage with companies is shifting from telephones and email to social and mobile applications.
A social media strategy has now become a survival tool for almost all corporates to understand consumer preferences and perceptions towards their products, services and care
Social Media has changed the way we all serve and support our customers
What does customer satisfaction in the digital age actually mean? At Sprint Reply, in close cooperation with our partner consultancy mobileVision, we have conducted an in-depth research on today’s customer satisfaction challenges and opportunities. The paper provides a number of interesting insights. Read it here.
In recent years, the public sector began adopting digital processes and operating models, heralding the dawn of a new digital era. This new era has been made possible by rapid changes in technology.
What is Digital Transformation? And how can it be measured?
Many organisation think that spending and investing money into new technologies is enough to grant a successful Digital Transformation. Yet, despite the exponential increase in technology spending, only 1 in 8 companies are getting digital transformation right.
Why is that?
The first reason is the assumption that digital transformation requires technology: while technology is an enabler and supports the transformation of the organisation, only an appropriate change management approach and a focus on customer experience and the relationship organisations have with their customers and their employees can lead to positive transformations.
In order to fully understand how an organisation is doing in the area of Digital Transformation, this deck provides some insights and a set of KPIs to support organisations to assess how they are doing and what to improve to be one of the few companies that are successfully achieving the full potential of digital.
Customer Relationship Management and CRM Solutions in TCSBonny V Pappachan
The presentation is a detailed explanation about objectives , applications , phases , trends , benefits and failures of Customer Relationship Management and about the company TATA Sons. It also includes CRM solutions in Tata Consultancy Services
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
State Of Digital Healthcare In 2017 - HIMSS - • Healthcare Marketing Leadership Index
• Online and Digital Marketing Techniques Used
• CMS, CRM, and Marketing Automation
• ROI and KPIs
• Web Innovations
• Importance/Effectiveness of Digital Marketing Efforts
• Driving Digital Transformation of the Healthcare Brand
• Resources
• Key Take-aways
• Recommendations From the Research for Providers
My background is healthcare marketing; products (injectable & oral pharmaceuticals, IV pumps, disposables), healthcare services (market access programs, pharmacy benefits), managed care and healthcare digital marketing. Connect with me at LinkedIn and Twitter, visit my healthcare website -an industry resource since 2004...
Twitter: @johngbaresky
LinkedIn: https://www.linkedin.com/in/johngbaresky
My website: www.healthcaremedicalpharmaceuticaldirectory.com
Portfolio: https://www.clippings.me/johngbaresky
#IOT #digital #healthcare #marketing #medical #pharmaceutical #doctor #patient #consumer
... Healthcare Marketing Leader: Pharmaceutical, Medical Device, RPA, SaaS, Digital Marketing Strategy, Managed Care, Market Access - John G. Baresky
DevDigital Presentation: How Much Are Your Digital Assets Worth?maggiedevdig
Every business is now a digital business and those where the full C-Suite understand the benefits of this are those that will be most successful.Executive leadership teams must recognize that the separation between technology and business has vanished, and that understanding and using technologies is now the key to any long lasting success.
Deloitte Cloud Accelerators Salesforce Tour Melbourne Deloitte Australia
Digital disruption is the new norm
As people and things become more connected consumers are driving change across all aspects of business
Those who embrace this change and re-imagine their business around the customer will win the advantage
Deloitte transforms customer journeys better than anyone else, with accelerators to help businesses realise the benefits of cloud technologies faster
Cloud Accelerate
THINK IT, BUILD IT.
In early 2020, Geisinger Health launched a multi-year digital transformation program to transform patient and caregiver experiences. The program sought to harness best-in-class technology solutions and innovation from the digital health ecosystem, and also envisioned the transformation of IT infrastructure to support digital health experiences. When the pandemic struck in early 2020, Geisinger’s leadership reaffirmed their commitment to the digital transformation road map and the strategic technology investments required to accelerate the transformation. To implement the road map, Geisinger established a Digital Transformation Office (DTO) to oversee the implementation of the road map, provide centralized governance, and enable technology partner selection for key aspects of the proposed road map. With broad cross-functional involvement and collaboration, the DTO was able to accelerate the transformation journey, improve digital engagement, and deliver millions of dollars in benefits.
Learning objectives
1) Identify best practices and learnings from how a large integrated health system is driving a multi-year digital transformation roadmap
2) Discover how technology is enabling digital transformation at the front and back end of healthcare operations and best practices in technology strategy and technology partner selection
3) Recognize how centralized governance can accelerate transformation and maximize value from technology investments
The pandemic and the associated financial turmoil has accelerated the need for change in the insights process. Research needs to be agile, reliable and affordable. The best solution to these needs is communities, but to fully meet the challenge of 2021, we need to take communities to the next level. On 24 February 2021, we hosted a webinar presented by Ray Poynter, Chief Reserch Officer at Potentiate and Ysaline Lannoy, responsible for the Consumer & Shopper Insights at Nestlé.
Similar to Transform DMI 2014 launch event speaker presentations (20)
The landscape of digital is a demanding one. The last 5 years has seen some of the most fundamental shifts in how organisations are changing to meet the needs, demands and opportunities presented in this digital age. Transform's digital maturity index, DMI 2015, features the views of 227 digital leaders and includes insights from Matt Watkinson, author of The Ten Principles Behind Great Customer Experiences.
Charlie Young presented at the West Midlands Informatics Network Open Evening that brought together healthcare and industry professionals interested in the development and propagation of technology and data in healthcare provision.
Digital Transformation: Making it work for your business and your customersTransformUK
Bill James, Chairman at Transform, was invited to speak at an event at BBC Centre, hosted by IIBA UK with BBC Academy.
He outlined some the challenges organisations typically face in keeping up with the rapidly evolving expectations of the customer whilst delivering on commercial priorities. With the aid of some of Transform's research in this area, an illustrative framework derived from that framework, and with reference to some case studies he talked through the need to balance key areas of the digital ecosystem: Strategy | Culture | Technology | Customers | Channels.
Transform's Fashion Retail Report 2015 analyses 10 key areas including mobile, PDP design, social, fulfilment, international, customer service and site speed, combining 93 data points to provide 58 fashion retailers with a score for each area. Each retailer can review their own performance against that of their competitors in addition to seeing key trends in the industry.
John Lewis may be leading the way but fashion houses River Island, House of Fraser and Schuh are right behind, and surpassing it in some key areas.
For more information please contact enquiries@transformUK.com
Transform Dr Nicola Millard seminar: Net easy and the autonomous customerTransformUK
Dr Nicola Millard, Head of Insights and Future at BT, joined us to share new research into net easy and the autonomous customer. Due to be released mid May we were lucky enought to have a sneak preview and here's just a few of the headlines:
1. 88% said they'd be loyal if a company was easier to do business with
2. 75% expect a contact centre agent to be familiar with their full contact history
3. Service should be pushed forward, not hidden deep in your website because when a customer calls it's usually about a complex issue
4. Make bold choices about the channels you use to engage. There's no room for embarrassing Dad dancing on the social media dance floor.
5. Reduce the amount of effort your customers have to invest to do business with you.
Transform research: The age of omnichannel banking 2015TransformUK
The death and destruction of traditional bank branches caused by digital and changing customer dynamics is widely foretold.
But even digital natives are dual citizens of the physical world. Branch location is still customers’ strongest reason for switching current account and retail customers still want branches for important elements of sales and service.
Retail is increasingly moving towards Omnichannel; enabling customers to do business on whatever mix of channels they choose. How channels are integrated is becoming as important as what channels are available.
This has big implications for banks. Too often today, it is almost as if the digital and bank branch experience is designed and built by different companies. In the future, digital will underpin how banks deliver great customer experiences across channels.
In this report we explore what drives the shift towards Omnichannel, how banks are performing today and a vision for Omnichannel banking in the future.
Supply chain the new rock and roll for cilt conference 2014TransformUK
Joe Tarragano was invited to speak at this year's Chartered Institute of Logistics and Transport conference. Providing observations on what's driving the agenda for supply chain leaders, Joe shared his retail observations and looked at the technology and consumer trends affecting the industry today.
Transform UK Beacons Webinar March 10th 2014TransformUK
Part of our In The Spotlight series, Transform's beacons webinar asks is the hype behind beacons justified and will iBeacon, PayPal and Estimote revolutionise retail and customer experience?
There's been plenty in the press lately about how beacons will revolutionise retail and the customer experience. Whether it's in-store or in-branch, iBeacon or Shopkick, provided by Apple, Estimote or PayPal; beacon technology is much hyped. This webinar will enable you to:
Better understand the jargon and the basics of beacon technology so you can engage knowledgeably on the subject
Hear how your competitors are already using them in retail, financial services and elsewhere, providing you with reference points for your own business
Define the relevance (or irrelevance) to your business from a marketing, CX and operational perspective, enabling quicker decisions when developing technology plans
Speaker presentations from the launch of DMI 2013 on May 22nd at the RSA in London. Speakers were Emma Robertson, - Transform, Siobhan Fitzpatrick - Homebase, Sarah Hicks - Santander and Jonathan Carr-West - LGIU. A video from the launch event is available here: https://vimeo.com/68079660 and the research report can be downloaded here: http://www.transformuk.com/research/dmi-2013-creating-true-customer-centred-services/ . For further information please contact enquiries@transformUK.com
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
3. 3
About DMI 2014
• Independent research agency to collect the
views of over 100 business leaders from
across multiple sectors including retail,
media, health, financial services, telecoms
and public sector organisations
• Consumer opinion included to provide a
contrast – online survey of over 200
consumers
• Transform conducted in-depth, face-to-face
interviews with the digital leadership of 40
organisations
• Opinion pieces from five digital thought
leaders
4. DMI over the years
From the coming of age of multi-channel back in 2010, DMI through the years has evolved in line with
the customer trajectory and their adoption of technology and channels.
6. We’re all customer-centred now
6
• Digital is at the heart of citizen and customer
engagement
• Also a strategic focus for channel shift and
commercial growth
• In DMI 2014 we’re seeing significant customer
experience developments:
– 50% of organisations reported using four or
more UX techniques
– 75% of organisations now have customer
representation at board level
7. 7
Risk another silo
• It’s not embedded in the end-to-end
experience or more importantly, the
psyche of the project, programme or
organisation
• Centres of excellence put customers
on the critical path • BUT…
9. 9
The digital ecosystem
• As digital becomes more integral to the
underlying strategy, the component parts of
digital maturity must be treated as an
ecosystem, not a hierarchy.
• Preventing outcomes such as:
– Projects failing because of a focus on
technology and channel without understanding
business and customer requirements fully
– Operationalised customer initiatives –
communication of a digital initiative by
laminated sheet as employees have to leave
smartphones in lockers during working hours
• When ‘digital strategy’ simply becomes
‘strategy’ interdependencies will be critical
11. 11
Technology
• We have seen a move towards agile delivery
methodologies and open source development
• There is a practical and attitudinal shift
supporting innovation techniques as well as the
build itself
• In 2012, 87% of organisations had no formal
process for innovation
• This year 67% are reporting that they use
hackathons, innovation labs or open APIs to
drive digital innovation
Which of these innovation tools are used in your organisation?
12. 12
Channels
• Omnichannel (multi-channel done properly) is
ambitious
• Many organisations aren’t set up strategically,
structurally or culturally to deliver it
effectively
• Channel integration remains a priority:
– 19% report full integration of channels
– 32% state they have front-end integration
only
How effective are your channels in achieving the objectives you
have for them?
13. Channels
What are the key gains of of a stronger ability
to deliver transactions and services online? • We asked “What are the key gains of a stronger ability to
deliver transactions and services online?”
• 32% of organisations stated that they see digital
transactions as a primary driver for cost savings
• 35% want digital services to drive an enhanced customer
experience
• There continues to be a tension around objectives
• Setting the correct KPIs and defining the role of individual
channels is critical to the success of digital
14. Customer
Which tools and techniques do you regularly use to
understand your customers? • A focus on the customer within digital and the
emergence of customer experience as a
discipline is probably the most significant
organisational shift since we began DMI
• In 2011, 59% of private and 80% of public sector
organisations reported little or no understanding
of the end-to-end customer experience
• In 2014, 66% report customer ownership at
board level and there are a variety of tools and
techniques being used regularly in organisations
today
15. Customer
Which metrics do you use to measure customer
experience within your organisation?
• Another step change has been the move towards
measuring more intangible benefits, alongside the
commercial and transaction based KPIs that we know
and love.
• 53% of respondents now measure customer happiness
as a way of assessing how well digital channels are
performing
• 66% use a customer satisfaction index
• Organisations are recognising the importance of
customer experience and customer lifetime value,
rather than relying solely on transactional reporting
16. Strategy
The design and sharing of digital strategy… • 65% now have a digital
Does your organisation have a digital
vision and strategy?
How well is this shared and owned
across your organisation?
strategy in place but with
35% responding either ‘no’ or
‘don’t know’ there are still a
large number running from
roadmaps rather than
outcomes
• Also only 8% reported that
the strategy is ‘very well’
known about across the
organisation
• Digital must be under the
umbrella of the wider
organisation not stand alone
17. Culture
• Culture is the glue that holds everything
together but it’s often the hardest component to
define
• DMI 2014 has captured a range of developments
around digital culture including:
– Opening up code
– Empowering front line staff to own and
manage customer resolutions
• When it comes to decision making although 59%
of decisions are still set by senior management,
when you back this up against 65% of
organisations having a digital strategy, this
seems less HiPPO in nature
• Also test and learn innovation is on the rise but
the ‘fail fast’ culture is yet to be fully embraced
Which of these describes your organisation’s digital decision
making?
18. What does digitally mature look like?
18
• It’s an ecosystem rather than a hierarchy
• All components are interdependent
• You can download the full report from our
website: www.transformuk.com/dmi2014
• Share your views on twitter (#DMI2014) and on
LinkedIn (DMI 2014 group)
19. Thank you
19
Transform UK
60 Great Portland Street
London
W1W 7RT
Tel: 020 3128 8300
Email: enquiries@transformuk.com
www.TransformUK.com
@TransformUK
Transform DMI 2014
21. The Autonomous
Customer:
5 Trends for the
Future.
Dr Nicola J. Millard
Head of Customer Insight & Futures
BT
nicola.millard@bt.com
@DocNicola
BT Contact. Relationships that grow
22. Trend 1: Easy is the New Loyalty.
44%
Say that loyalty to
companies is a thing
of the past (50% in
the UK).
BT Contact. Relationships that grow 22
Copyright- BT Global Services, 2014
5%
Felt they had got good
value for money when
they had a difficult
experience
32%
Of shoppers regard
‘easy’ as a top 5
factor when it comes
to shopping.
23. “Net Easy” Does It.
Making it Easy is the missing link between operational
quality and loyalty:
Incremental value
Advocacy
Customer experience
Operational performance
Churn
reduction
NPS
Net Easy
OCR &
RFT
Why measure Easy?
ü True voice of the customer
ü Drives advocacy, VFM & loyalty
ü Highly actionable feedback
ü Applicable in all channels
ü Engages and resonates with staff
ü Low effort also = lower cost
Customers finding it easy are
40% less likely to churn
BT Contact. Relationships that grow 23
Copyright- BT Global Services, 2014
24. Trend 2: Omnichannel is the New Normal.
say organisations make it easy to
switch between 1:2 17% different channels only
BT Contact. Relationships that grow Copyright BT Global Services, 2014
24
say they constantly change the
way they deal with organisations
25. Trend 3: Webchat is growing faster than Social Media.
9 in 10 consumers
want support while online
89%
Want my queries
answered by a person
whilst shopping online
88%
Of advisors rated
Webchat as good or
very good
68%
Would like to have
webchat offered whilst
online
82%
Of customers rated
Webchat as good or
very good
26%
Of customers use
webchat as a
preferred contact
channel currently
15%
Increase in
productivity compared
to phone
Copyright BT Global Services, 2014
BT Contact. Relationships that grow 25
26. Trend 4: Smartphones Fundamentally Change Behaviours
16-34 year olds
driving smartphone commerce
BT Contact. Relationships that grow 26
Copyright BT Global Services, 2014
27. Trend 5: The Contact Centre Model Will Change.
Employees need help to deal with today’s consumer
BT Contact. Relationships that grow 27
Copyright BT Global Services, 2014
Primary function 2020
Agent skills 2020
28. Contact Centre or Relationship Hub?
Voice
Webchat
VoIP
SMS / MMS
E-mail
‘Call me’
Video
Social Media
Home Workers
Branch Offices
Remote Workers
Mobile Workers
Contact Centres
HQ
BT Contact. Relationships that grow 28
Copyright BT Global Services, 2014
29. Thank You!
Dr Nicola J. Millard
Head of Customer Insight & Futures
BT
nicola.millard@bt.com
Twitter: @DocNicola
BT Let’s Talk Blog:
http://letstalk.globalservices.bt.com/en/
author/nicolamillard/
BT Contact. Relationships that grow
Copyright BT Global Services, 2014
55. We want to ensure that
take-up rates of
government services
reflects the number of
adults who are online and
able to use digital
services….#
Kathy Settle# GDS#
56. …but we also need to
support those who can’t
use government services
independently#
Kathy Settle# GDS#
60. 87% (44.6m) adults have
access to the internet#
#
76% (34m adults) use the
internet every day#
#
11m adults do not have
basic digital skills#
Kathy Settle# GDS#
61. We are collaborating with
public, private and
voluntary sector partners
to help people and
business go online#
www.gov.uk/government/publications/government-digital-inclusion-
strategy/uk-digital-inclusion-charter#
Kathy Settle# GDS#
62. We want to reduce the
number of people who are
offline by 25% (2.7m
people) by 2016#
Kathy Settle# GDS#
64. So that, by 2020,
everyone who can be
digitally capable will be#
www.gov.uk/government/publications/government-digital-inclusion-
strategy/government-digital-inclusion-strategy#
Kathy Settle# GDS#
98. For more information about
what we’ve done:#
#
www.gov.uk/government/collections/
government-digital-strategy-reports-and-
research#
#
www.gds.blog.gov.uk#
Kathy Settle# GDS#
102. CX CX
excellence:
excellence: achieving
and
achieving maintaining
service
and
maintaining service excellence for
today’s consumers.
Professor
Moira
Clark
Maximising
Value
through
Rela:onships
www.hccmsite.co.uk
excellence
for
today’s
consumers.
Professor
Moira
Clark
103. 103
What makes a ‘perfect’ customer experience?
• Experience
orientated
105. The Customer Experience Model
Emotional
Access
Value for
Time
Application of
Knowledge
Atmosphere
Caring
– Attitude –
Caring
– Procedures, Processes –
Communication
Sector
Differences
Individual
*
Experience Outcomes
Peer-to-Peer
Relationship
Reliability
Safety
Social Impact
Supplier
Condition
Value for
Money
Variety /
Choice
Service
Product
*
*
*
* Emphasis on attitude
106. Knowledge – From Brain to Heart
Two
types
Articulate knowledge
We can write it down
• BA (hons), MBAs
• Accountant, Engineer
The Brain
• Physical need
• Practical
• Comfort
• Sensible
• Common Sense
• Rational
Tacit knowledge
• Silent
• Implicit
• Can’t write it down
Heart
• Experience
• Emotions
• Esteem
• Aesthetics
• Impulse
Tacit knowledge - the next generation of competitive advantage
Professor Moira Clark
107. Important CE Factors in B2B and B2C
B2B B2C
1. Extent of Personal Contact
2. Flexibility
3. Implicit Understanding of Customer
Needs
4. Pro-activity in Eliciting Customer’s
Objectives
5. Pro-activity in Checking that Everything
is OK
6. Promise Fulfilment
7. Knowledge
1. Helpfulness
2. Value for Time
3. Customer Recognition
4. Promise Fulfilment
5. Problem Solving
6. Personalisation
7. Competence
8. Accessibility
108. Important CE Factors in B2B
1. Extent
of
Personal
Contact
The
extent
to
which
the
company
deals
with
the
customer
through
personal
contact
methods
2. Flexibility
How
willing
and
able
are
the
company
to
modify
their
offering
in
response
to
the
customer’s
specific
needs
or
changing
requirements?
3. Implicit
Understanding
of
Customer
Needs
Does
the
company
understand
the
context
of
the
customer’s
order?
Do
they
use
their
prior
knowledge
of
the
customer
and
their
business
to
serve
them
beJer?
109. Important CE Factors in B2C
1. Helpfulness
Are they really prepared to help me – where nothing is too much trouble for
their staff?
2. Value for Time
Do they respect and make efficient use of my time – by shortening queues
and delivering what they provide efficiently?
3. Customer Recognition
When I contact them do they recognise and acknowledge me as an
individual?
111. SemioCcs
Ethnography
Customer insight
Use the full toolbox…………
etc
• Get
into
the
mind
of
the
customer!
• Make
it
easy
to
be
a
customer
112. The
Great
Recession
2008-‐2009
2009:
Hyundai
Assurance:
If
you
lose
your
job
or
income
within
a
year
of
buying
the
car,
you
can
return
it
with
no
penalty
to
your
credit
ra:ng.
Industry
sales
declined
37%
but
Hyundai
sales
nearly
doubled
and
sold
more
than
Chrysler
who
had
4X
more
dealerships
113. Customer insight
Use
customer
feedback
from
customers
to
improve
the
customer
experience
• Surveys
and
monitoring
online
and
offline
behaviour
116. A picture paints a
thousand words…
Customers may also choose to send you
images that show you their experience.
117. 2.
Put
the
user
first!
Design
around
the
needs
of
the
user
and
not
the
needs
of
the
company
Usability
beats
persuasion
every
:me
We
are
differen:a:ng
parity
products
STOP
making
parity
products
120. Metro Bank Promise
ü Surprise
and
delight
every
customer
ü Deliver
unlimited
coverage
–
online
and
7
days
a
week
ü No
stupid
bank
rules
ü Sa:sfac:on
guarantee
122. Achieving customer centricity
5.
Customer
centricity
must
be
part
of
your
company
values
This
makes
a
differen:ated
customer
experience!
John
Lewis
Principles
• The
Partnership’s
ul:mate
purpose
is
the
happiness
of
all
its
members,
through
their
worthwhile
and
sa:sfying
employment
in
a
successful
business.
• The
Partnership
aims
to
deal
honestly
with
its
customers
and
secure
their
loyalty
and
trust
by
providing
outstanding
choice,
value
and
service.
123. 123
Service culture for selling partners
• Create
an
environment
in
which
people
can
be
themselves
• Making
the
day
customer,
not
task,
focused
• Intui:on
• Taking
risks
• Fun
for
customers
AND
Partners!
Variety
is
NOT
the
spice
of
life
Consistency
creates
trust!
125. Warmth and support
“Train
people
well
enough
so
they
can
leave,
Treat
them
well
enough
so
they
don’t
want
to”
Richard
Branson
126. For More Information
Professor Moira Clark
Director of the Henley Centre for
Customer Management
Henley Business School
moira.clark@henley.ac.uk
Work: 01491 571454