Elevating Customer experience with innovative new ideas from NCTA CIO.IT presentations ; Won award for the most effective solution. -- Viroo Mirji

1. VoC Idea Engine [ V.O.C.I.E. ]
Sparking Innovation in Customer Experience
CIO.IT | Competition 2014
Elevating the Experience:
New Ideas For Best-in-class service

2. © 2010-2014 Infosys Ltd. 2
Thesignofourtimes
SOURCE: http://socialimplications.com/me-generation/
MeThen….
MeNow!!!!

3. © 2010-2014 Infosys Ltd.
JAMES
CIO @MSOCOM
Problem:Howmightwedeliverbest-in-classservice?
3
Whatdowefocuson
Agent
Effectiveness
Cross
Channel
experience
• Not integrated
• Loss of context
• Tight coupling
• No unified view –
Multiple apps
• Lack of knowledge
sharing
• average,>3 calls to
resolve an issue
Service
Quality
• Time to Install
• Problem resolution
quality
• Availability &
Performance
Self-care
adoption
• 70% want to use
• 30% actual usage
• Limited self-learning
Whatcanweactionize?

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ConsumerGenome&UnderstandingVoiceofCustomer
Re-framed Problem:Howmightweelevatecustomerexperience?

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CHALLENGES
Large volume of social media content
containing sentiments & user data
Varied internal data sources like Social
Media, Blogs, Forums, Emails,
Innovation Portal etc.
Different stakeholders needing a
different view of issue resolution
No common platform where CRM, KM,
Test Data and Ticketing Data can be
aggregated for analysis
Lack of common dashboard giving
meaningful insights
Metadata
Extractor
Social
Media
Connector
Idealytics
EngineSpeech to Text
Corporate Communications
channels
VoC
VoE
+
+
VoCFG
V.O.C.I.E.- E2ESolution:tacklesthebigdatachallenge

6. © 2010-2014 Infosys Ltd.
Evaluate
Business Value
of Chosen Ideas
Deploy / Rollout
towards
Lower TCO, AHT
& better FCR,
ACR &
more FCF $$Fail-Fast
& Connect,
Combine, &
Iterate
Incubate
Prioritized Ideas
in Joint Labs
& Trial/Pilots
Strong
Business
Case
6
FromIdeationtoIncubation
Empathy
Check
Employee
Ideas
Idea #1
Data-
based
CFG,
TCO,
Ideas

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VoC- ThecoreengineDashboards
Listen Analyze Correlate
• Buzz Analysis
• Sentiment Analysis
• Root Cause Analysis
• Influencer Analysis
• Competitor Analysis
• Correlation Analysis
Source: Infosys Advanced Analytics Suite
• Deep Insights
• Automated Buzzword
• Discovery
• Web-based Interface
• Rich Visualization
• Deep Drill downs
VoC Analytics Engine Workbench and Taxonomy ExplorerAdaptors
• Corpus Builder
• Data Source and
Topic
configuration
• Entity
Categorization
• Sentence Detection
• Key Phrase
Extraction
• Parts of Speech
Tagging
• Buzzword Extraction
• Sentiment Extraction
• Facebook, Twitter
• Blogs, Discussion
Forums
• XML
• RSS , Email
• Feed Aggregators –
Lithium, Crimson
Hexagon

8. © 2010-2014 Infosys Ltd.
VoiceoftheCustomer(VoC)Demo
Leveraging external / internal data sources to provide better insight into customer experience
8

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External
Internal
Customer incident
management
system / TTS
CRM / SLA mgr.
/Jeopardy Qs
Self help portal
Social media
Internal test
reports / Labs
Internal logs
/ Order fallout
Reports
Data sources
Clarity / QA Effort
structured data
External
Internal from QC
Customer incident
management
system Updates
QA Test Processes
Self help portal
/ U-IVR / ReTEM
Social media
CRM
Knowledge
Management
System Updates
QA Test Cases
XRM: Customer Exp.
QA Productivity
Volume Mgrs.
Comcast TQM 360: Home Screen
Outcome
Benefits
Incoming
Data
VoiceoftheCustomerFacingGroup(VoCFG)Demo
9

10. VOE
Voice of Employee

11. © 2010-2014 Infosys Ltd.
Labstorm – Gamification of Ideas to Incentivize IT
11
Action
teams
Social Chatter

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V.O.C.I.E. – Value Realization using Infosys VRM™
12
Value Levers Business Process Lever Change Enablers
Social Media
Analytics
360 degree
Customer View
Real time
Decisions &
Operationalization
• Customer analytics to drive upsell / cross sell
• Increase Self care and Multi channel order
acceptance
• Increase operations effectiveness tools
• Improve automation and reduce fallouts
• Quicker turn around for customized offers
• Reduce customer calls/ complaints
Reduce
Churn15%
Reduce
Cost20%
Increase
Revenue
• Improve service SLA
Real time Data
Discovery
Improved
Service
Quality
Improved
Customer
Experience
Increased
Agent
Effectiveness
Differentiated
new offerings
CustomerValue(WillingnesstoPay)

13. © 2010-2014 Infosys Ltd.
In Conclusion
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14. © 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change
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