Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Growing existing business with Customer Experience for Telcos

1,457 views

Published on

Short deck introducing a major challenge of the Telco industry: The lost connection with customers and three drivers to move to a people-driven approach in order to unlock innovation and customer value to drive growth of existing business.

Published in: Marketing
  • Be the first to comment

  • Be the first to like this

Growing existing business with Customer Experience for Telcos

  1. 1. 1 Grow existing business with improved customer service experience
  2. 2. 04NOVEMBER2015–@ST_MORITZ 2 We are facing tough challenges GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE Increasing competition and eroding margins 1. Commoditization Nearly 7 billion mobile subscriptions worldwide 2. Saturation Customers raise expectations beyond categories 3. High Expectations
  3. 3. 04NOVEMBER2015–@ST_MORITZ 3 THE CHALLENGE: Trust and engagement Telcos are in every pocket But people are not engaged The lost connection
  4. 4. Layers of engagement 04NOVEMBER2015–@ST_MORITZ 4 Emotional Cognitive Physical DREAM & ASPIRATIONS MEANINGFUL PLEASURABLE USEFUL EASE OF USE RELIABLE FUNCTIONAL 1990 Today Future
  5. 5. 04NOVEMBER2015–@ST_MORITZ 5 Customers are more connected, smart and demanding than ever GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE
  6. 6. Every day you are loosing out 04NOVEMBER2015–@ST_MORITZ 6 Exponential growth of connectivity fuels the opportunity TIME
  7. 7. PEOPLE-DRIVENto ∞ 7 DRIVING PEOPLEfrom Fundamental shift in perspective GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE 04NOVEMBER2015–@ST_MORITZ
  8. 8. SERVE EXISTING BEHAVIOURS TAP INTO NEW DESIRES GREATER PRESENCE 8 04NOVEMBER2015–@ST_MORITZ 2 31
  9. 9. 9 04NOVEMBER2015–@ST_MORITZ 9 How can you be present across life? Can you add value where your customers are and become associated with the good things people enjoy? 3.TAPINTONEWDESIRES 1. GREATER PRESENCE 2.SERVEEXISTINGBEHAVIOURS
  10. 10. 10 04NOVEMBER2015–@ST_MORITZ 10 Some 70 million people are aged over 60 in Europe today. What are their needs? Can you serve them better? 3.TAPINTONEWDESIRES 2. SERVE EXISTING BEHAVIOURS 1.GREATERPRESENCE
  11. 11. 11 04NOVEMBER2015–@ST_MORITZ 11 2.SERVEEXISTINGBEHAVIOURS 1.GREATERPRESENCE 3. TAP INTO NEW DESIRES Customers are showing us the way. Can you co-create with lead-users or probe customers with new ideas to find and leverage growth opportunities?
  12. 12. SERVE EXISTING BEHAVIOURS TAP INTO NEW DESIRES GREATER PRESENCE 12 04NOVEMBER2015–@ST_MORITZ GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

×