WHAT MAKES AN ORGANISATION A CUSTOMER EXPERIENCE LEADER IN THE DIGITAL AGE?

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1 WHAT MAKES AN ORGANISATION A CUSTOMER EXPERIENCE LEADER IN THE DIGITAL AGE? CXForum London 31 st October 2017 Jonathan Wyatt Global Head of Protiviti Digital

2 WHEN IS AN ORGANISATION TRULY DIGITAL? Protiviti s Viewpoint On Key Focus Areas For Any Digital Business Strategy Customer Engagement Digitising Products & Services Better Informed Decisions Operational Performance Exploring new ways to build strong relationships with customers Launching new, enhanced products, and exploring new business models Enhancing information available to enable timely and effective data driven decision making Creatively using technology to improve performance 1 Digitalisation Governance & Execution 2 Functional Transformation & Improvement 3 Enabling an Innovation Culture 4 New Technologies Assessment & Implementation 5 Business Analytics and Decision Science 2

3 WHEN IS AN ORGANISATION TRULY DIGITAL? Protiviti s Viewpoint On Key Focus Areas For Any Digital Business Strategy ANALOG DIGITALISATION CORE 3

4 TAKING ACTION: DIGITAL CAPABILITIES ASSESSMENT Attributes Of An Organisation That Makes Them A Digital Leader 4

5 TAKING ACTION: DIGITAL CAPABILITIES ASSESSMENT Attributes Of An Organisation That Makes Them A Digital Leader CUSTOMER CENTRICITY & EXPERIENCE 5

6 TAKING ACTION: MEASURING DIGITAL MATURITY PROTIVITI DIGITAL MATURITY MODEL Digital Sceptic Digital Beginner Digital Follower Digital Expert Digital Leader Digital plans are not formalised. Initiatives are managed in an adhoc or reactive manner. Digital plans are not fully developed. Multiple digital initiatives are underway. Digital objectives are understood. Digital strategy has been developed. Organisation has a proven track record of delivering on digital initiatives. Digital capabilities in place are enterprise wide. There are high levels of process automation. Organisation has a proven track record of adopting emerging technologies. Organisation has a proven track record of disrupting traditional business models. Digital aspects of strategic plans are continually improved based on lessons learned and predictive indicators. 6

7 DEVELOPING A DIGITAL CUSTOMER EXPERIENCE Attributes of a Customer Experience Digital Leader 1 CUSTOMER IS TRULY AT THE CENTRE CX is an Integral Capability across the entire organisation and is the Key Link of the brand promise to the market 2 CUSTOMER DATA DRIVES DECISION MAKING Data delivers Actionable Insights to predict and enhance the customer relationship 3 CUSTOMER INSIGHTS ARE TRANSPARENT Entire organisation has access to customer insights with Robust Reporting 4 UNIVERSAL MEASUREMENT AND MONITORING There is a clear understanding of the True Drivers of influence through key metrics 5 ROBUST INFRASTRUCTURE Formal Systems are in place to capture Voice of Customer inputs 7

8 BRINGING IT ALL TOGETHER Why does Digital CX leadership matter? Customers Improved, streamlined market-leading digital experience Faster response to applications, inquiries, issues Increased positive feelings during the experience More responsive approach to resolving issues Employees Greater empowerment in customer management Greater job satisfaction Less friction in operational processes Reduced employee churn Shareholders Stronger brand perception Improved financial performance Reduced customer acquisition costs Greater customer retention 8

9 2017 Protiviti Inc. An Equal Opportunity Employer M/F/Disability/Veterans. Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services. All registered trademarks are the property of their respective owners.