Balaji Ram AVP & Head of Financial Services, HCL Australia & New Zealand. Copyright 2013 HCL Technologies Limited

Transcription

1 Balaji Ram AVP & Head of Financial Services, HCL Australia & New Zealand

2 Shift Happens In times of rapid change, the learners inherit the earth, while the learned find themselves beautifully equipped to deal with a world that no longer exists. Eric Hoffer, American moral and social philosopher 2

3 No wonder CEM has become the number one CEO spend priority 60% 50% 40% 30% 20% 10% 0% -10% CEOs and other board directors increasingly see customer experience as a long-term strategic differentiator - Gartner CRM E-commerce Cloud business Collaboration and knowledge management Enhanced business reporting Dynamic business process management Customer intelligence the one most valued piece of information by CEOs Forrester Business process outsourcing Product cost analytics Electronic service enablement Pattern based strategy Location intelligence E-discovery 3 Which technology-enabled capabilities will be an important area of investment to improve your business over the next five years? Pay as you go Mobile Service Robotics None Gartner Nexus rising study: All CEOs N = 229

4 Concurrent maturity of three critical enablers has led to the explosion of CEM Enabling Technology 4

5 Maturing of marketing messaging Evolution. Stage 1 MASS MARKETING Stage 2 SEGMENT MARKETING Stage 3 TARGET MARKET Stage 4 CUSTOMER SPECIFIC MARKETING Broadcast your message and they will come Broadcast your message to a specific segment Predictive analysis and segment focused communications Personalized communication based on individual behaviour patterns Exploratory Analysis Customized Communication Multi-channel, Customer Managed Relationships Actionable Analysis Event-Driven 5

6 Maturing of customer lifecycle management 8. RECOMMEND/ REPURCHASE 1. NEED OWN: Support and Serve 7. MAINTAIN 6. USE THE CUSTOMER LIFECYCLE JOURNEY 2. RESEARCH 3. SELECT BUY: Market and Sell 5. RECEIVE 4. PURCHASE 6

7 Maturing of enabling technology Big Data In Memory Mobility E-Commerce Cloud Social CRM Predictive Analytics Innovation Trigger Peak of Inflated Expectation Trough of Disillusionment Slope of Enlightenment Plateau of Productivity 7

8 Death of Proprietary Platforms OWN MANAGE REGULATE CATEGORY # OF START-UPS FUNCTIONS Personal Finance 30+ Payments 13+ Investment analysis, portfolio advice, expense management, and budgeting and bills management Mobile wallet, Billing & Invoicing, Payment processing 8

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10 Variant: Low intrusive environment Property Search Suburb Research Real estate agents Community on the platform Moving Day checklist Ordering utility services (internet, cable, electricity) Renovation and Home Improvement contractor Mortgage Insurance

11 Transacting at the Point of Truth CATEGORY # OF START-UPS FUNCTIONS Payments 12+ Loyalty and rewards, processing and collection 2ergo Podifi 11

12 Personalized Apps Store Exposed Cash account and credit card payments customer data Credit Agricole Open API Allows you to access customer info provided customer has allowed you to 12

13 Variant: Technology platform fee based income

14 Business Model Changes 14

15 What does it all mean? Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier Multi-Channel Stores Web Omni-Channel Discover Search Research Compare Decide Purchase Discover Search Compare Decide Purchase Discover Search Compare Decide Purchase Company Website Web Mobile Store Call Center Social Consumer 1 Consumer 2 Consumer 3 Consumer 4 15

16 Customer Experience Management Transformation Leading South African Financial Institution Business Drivers New Generation Bank Vision Simplification and standardisation Improved capability to drive business outcomes and value across customer experience Benefits Increased Customer acquisition and retention Reduced cost of service Reduced cost from integrated processes and technology supporting them Solution Target Operating Model Single Customer View Integrated Multi-Channel Environment across 263 Business Processes Multi-Country Simplified and Agile Technology Structures Customer Centric Culture Leads Management Query and Complaint Management Advanced Analytics 16

17 Customer Experience Management Transformation Leading South African Financial Institution Single View of Customer Queries and Complaints Management Key capability to enable effective management of customer information across the bank Fundamental building block for further CEM enhancements Framework for consistent Customer information across all interactions and channels Single platform for queries and complaints management across both staff assisted and self-server channels Integrate queries and complaints with Revenue retention services Improve Customer experience First Call Resolution rates Leads Management Advanced Analytics Integrated Leads Management process across different channels Enable cross platform and process lead generation Integrate Advanced Analytics and Campaign Management into Leads Management process Support greater understanding of Personal and Business Banking Value Chain Enable Real-Time Personalisation offerings based on predictive analytics 17

18 Thank You Visit us at Learn more about our CEM solutions to today s business challenges. Talk to us at contact.ets_eas@hcl.com Join our CIO Straight Talk Conversation on LinkedIn Follow us on 18