Digital Customer Experience

Transcription

1 Digital Customer Experience Achema June, 2018 covestro.com

2 Digital Transformation It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change. Charles Darwin English Naturalist and Geologist

3 How many devices did you use 20 years ago? 2

4 How did shopping change? 3

5 Exxon Mobil 453 Apple 919 The worldwide most valuable companies during the period in billion US- Dollar [market value] PetroChina GE Gazprom China Mobile Microsoft AT&T ICBC Alphabet Microsoft Amazon Tencent Facebook Berkshire H. Alibaba Royal Durch Shell 220 J&J 392 P&G 216 JP Morgan 391 Platform business models Quelle: Dr. Holger Schmitz Netzoekonon.de Handelsblatt TU Darmstadt Ecodynamics.to Platformeconomy.com 20/01/2018 Linear business models

6 What does it mean for the industry? Digitalisation is the key enabler to realise cost efficiencies, increase value and to stay ahead! Moore's law: The number of transistors in a dense integrated circuit doubles approximately every two years. Technology Transformation of business processes New ways of working Data (2.5 trillions) bytes generated per day New customers habits 91% mobile contribution to Singles Day China new Iot devices connected during this 30 presentation Connectivity 8 of 10 of worldwide most valuable companies are platform business models New business models 5

7 Digitalisation at Covestro Digital as enabler to seize opportunities along three dimensions Digital Operations Digital Customer Experience Digital Business Models Innovate our daily business through cost efficient processes Innovate our customer interaction Innovate how we generate revenue & profit 6

8 Digitalization driven by mobile, millennials Digitizing the customer experience is therefore crucial for our future success. 55% 71% 73% of U.S. online shoppers search directly on Amazon Source:BloomReach of B2B buyers would switch suppliers for a better digital experience Source: McKinsey of millennials are involved in B2B purchase decision-making Source: Sacunas 7

9 Digital Customer Experience Creation of a modern, seamless, future-proof digital customer experience across all (digital) touch-points under consideration of regional specifics. Vision Digital Customer Journey 2017

10 Multichannel & Multidevice Product Finder Product Information Digital Customer Covestro Sample inquiry Digital Self Services Digital Customer Support eordering & ERP Link Digital Marketplace Digital Technical Services

11 Product finder & information Get the right, tailor-made information and easy access to technical & safety data sheets Get inspired by application opportunities and use cases Search products by industries, applications or properties Product teasers & Minimal Product Detail Page Download of technical data sheets & safety data sheets 10

12 Digital Self Services Transport & Logistics Safety Services Online Example: Tank Farm Assessment (TFA) Direct access to TFA request via platform Results & safety dashboard online available Shorter lead time from request to conduct of TFA Access to safety related knowledge (e.g. minimum safety checklist) 11

13 Digital Customer Support Multi channel engagement platform to manage service and information inquiries Contact persons that match your needs Access to expert knowledge 24/7 availability of digital customer support Chat with Covestro colleagues and receive timely responses 12

14 eordering & ERP Link Increasing transparency and transactional efficiency in customer relationships Simplified ordering process All order information in one place Provide track & trace information Receive important alerts and notifications regarding your order 13

15 Digital Marketplace Simplifying transactions with innovative buy & sell features tailored to individual customers Welcome Mr. Peters Convenient self-service 24/7 Full transparency about your purchasing Attractive and innovative offers Flexible delivery at the right time 14

16 Digital Technical Services Digital Technical Services as part of Covestro s Offering Combining customers production data & Covestro know how Real time & secure data exchange (IoT) Instant processing & formulation adjustments Operational efficiency, productivity and cost savings for customers 15

17 Customer Centricity and agile work mode We focus on interaction, customer collaboration and responding to change Agile Manifesto

18 Aiming at quick results to improve customer value Minimum Viable Product (MVP) helps to test and collect feedback Minimum Viable Product Benefits Testing product features with minimal resources Receive feedback from customers as soon as possible Accelerate learning A Minimum Viable Product is a product with just enough features to satisfy early customers, and to provide feedback for future product development Basis for further product development 17

19 Are you interested to be part of the journey? You are invited to participate in our Customer Experience Board What is your role in the CX Board? Shape collaboration processes that increase the efficiency of your daily work with us Get prioritized access to new solutions Participate in the Customer Experience Board Bring in your view and steer the direction Be part of the digital transformation Improve your experience working with us Digital Customer Experience Achema 2018

20 Thank you covestro.com

21 Forward-looking statements Covestro AG Disclaimer This presentation may contain forward-looking statements based on current assumptions and forecasts made by Covestro AG. Various known and unknown risks, uncertainties and other factors could lead to material differences between the actual future results, financial situation, development or performance of the company and the estimates given here. These factors include those discussed in Covestro s public reports, which are available on the Covestro website at The company assumes no liability whatsoever to update these forward-looking statements or to adjust them to future events or developments.