Customer Experience Cloud

Transcription

1 Customer Experience Cloud Voice of the customer technology to transform the value of your customer experience kpmg.com/uk

2 Insight to impact Customer insight is a vital strategic business asset; but few companies are able to harness it effectively. The most successful companies are those where research, data and analytics drive customer-centric decision-making across the entire business. 11% of customer Only impacting decisions are backed with......data insights 1 It is estimated that UK businesses waste 1 Source: HBR 2 Source: Insight Crisis Report, Insight Bee. Supported by Office of National Statistics 3 Source: 2017 US CEE Report a year on ineffective and unproductive research 2 x7 14bn The USA s top 25 US organisations for CX delivered seven times the revenue growth of the bottom

3 KPMG CX Cloud Next generation Voice of the Customer Technology to transform the value of your customer experience. CX Cloud technology can help you unlock significant economic rewards. 3

4 Transform CX to unlock growth At the heart of CX Cloud is a powerful customer insights engine, allowing insight professionals to rapidly understand customer needs and drive change and improvement. Integrate data Multiple integrated data sources captured in the insight ecosystem Incite action Supports decisions to empower your colleagues Ignite growth Drive growth across the organisation Provide real time alerts on customer problems Provide a 360 view of the data and a single version of the truth 4

5 Multiple external data sources Multiple internal data sources Customer feedback management Dashboards Internal best practice identification and management Real time tracking Customer alerts and closed loop Initiative monitoring Alerts and early warning Bespoke reporting Primary market research Action management Stakeholder profiles Decision making/ governance forums External benchmarking Customer segmentation model Data structure, organisation, synthesis and integration Meta code frame - sub code frames Measurement framework Text analytics Customer personas Innovation framework Data analytics Root cause, multiple cause analysis Economic quantification Individual stakeholder use cases 5

6 Tailored to multiple needs CMO Business line leader Helps leadership focus on complete customer journeys Ability to benchmark against global CX leaders Focuses my front line colleagues on what matters most Provides a CFO-credible view on lifetime value Decision support focuses every manager on what matters most Identification of CX issues in real time CX best practices help set appropriate targets across the enterprise ROI and CLV analytics enable self-funding businesses cases for expenditure 6

7 Insight professional Team Manager Puts insights in the driving seat of business change Single source for all survey and non-survey data Easily run customer analysis and build reports See all actions that insights are driving business-wide Engages team members with closed-loop customer feedback Supports a team culture of customer first Provides helpful suggestions on where to focus/improve Gives us access to best practices and solutions to common problems 7

8 Integrate data At the heart of CX Cloud is a powerful customer insights engine, allowing insight professionals to rapidly understand customer needs and drive change and improvement. Facebook Customer surveys Twitter Adobe Internal operational data Feedback Customer behavioural data 8

9 API interface Best practice frameworks Eco-system management Signals library Ingest internal and external data direct from source systems. Improves accuracy, efficiency, effectiveness and reduces costs. Finding insight in a large data lake consumes time and effort. Structuring the data into frameworks enables rapid assimilation and understanding, powering automated alerts to drive action immediately. Ensure that data from multiple sources is ingested and stored in a single database enabling a single source for all analysis for comprehensive insights and a single version of the truth. An early warning system based on detecting weak signals enabling rapid identification of changes in customers needs, wants and preferences. 9

10 Access to global best practice Integrate global best practice into the heart of your insight ecosystem. CX Cloud will give you instant access to the CX performance of the world s leading customer brands. 21 markets 200,000 consumers interviewed 2.7m brand evaluations Personalisation Integrity Expectations Resolution Time and Effort Empathy Using individualised attention to drive an emotional connection Being trustworthy and engendering trust Managing, meeting and exceeding customer expectations Turning a poor experience into a great one Minimising customer effort and creating frictionless processes Achieving an understanding of the customer s circumstances to drive deep rapport 10

11 CX Cloud integrates data from the world s largest customer experience think tank. Benchmark your performance across The Six Pillars of Customer Experience Excellence against the world s leading customer brands Learn and apply global best practice across your own organisation Receive two executive briefings per year, bespoke to your performance 11

12 Incite action Lead your business to customer experience excellence with self serve quantitative analytics, decision support dashboards and real time customer journey analytics. 12

13 Decision support Smart alerts Self-serve surveys and analytics Customer value management Journey monitoring analytics Decision support dashboards enable pinpoint decision-making about the right actions to improve performance at business unit level. Enables individual stakeholders to be alerted when a significant change occurs and facilitates action creation and management. CX and insight professionals can easily deploy customer surveys and rapidly analyse quantitative data. Predict loyalty and customer value, then put in place customerlevel interventions and strategies to maximise future profitability. Easily view performance across all customer journeys and identify critical issues in real time. 13

14 Ignite growth Turn insight into impact with smart alerts, sophisticated action management and instant access to global best practice. 14

15 Action management Closed-loop feedback management CX academy e-learning CX solutions centre Ensure that all improvement actions are captured, the workflow is managed and the performance is evaluated. Enable users to identify successful actions from elsewhere in the organisation to speed implementation. Provide real time alerts on customer problems and successes to engage your whole business in CX improvement whilst recovering lost custom. Highly targeted learning allows you to reduce training costs and provide rapid support to where it s needed. CX benchmarks and examples of best practice guide leaders to excellence and set the right targets for success. 15

16 Supported by KPMG s expertise CX Cloud is provided as a fully managed service, ensuring that insight teams can focus on managing what matters. CX Cloud is supported by a range of KPMG s insight and customer advisory services, including: Integrate data Optimising research / Voice of the Customer Designing a unified insights ecosystem Technology enablement and data integration Delivery options: onshore, offshore and automated Insights operating models and team capabilities 16

17 Incite action Ignite growth Next generation data and analytics Sales, service, marketing automation Experience design and orchestration layers Problem solving techniques Change portfolio management Leadership coaching and customer-centric culture Collaboration models and strategic decisioning Insights-led innovation capabilities Customer-centric business governance Economic and outcome modelling 17

18 Contact us Tim Knight Partner KPMG T: M: E: Chris Davison CX Cloud Product Manager KPMG T: E: Michael Crow Director, CX Solutions KPMG T: M: E: James Round Associate Director, CX Solutions KPMG T: M: E: kpmg.com/uk The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation. a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved. The KPMG Nunwood name and logo, and the KPMG CX Cloud name and logo, are registered trademarks or trademarks of KPMG Nunwood Consulting Limited. CREATE. CRT103108A November 2018