GROWTH OPPORTUNITIES IN CUSTOMER EXPERIENCE · Building customer centricity WHY CUSTOMER...
Transcript of GROWTH OPPORTUNITIES IN CUSTOMER EXPERIENCE · Building customer centricity WHY CUSTOMER...
GROWTH OPPORTUNITIES IN
CUSTOMEREXPERIENCE Keep pace with customers and competition with an effectiveCustomer Experience strategy and meet your Brand promise
89% 86% 35%Customers prefera Competitorowing to poorcustomer experience
Customers willingto pay more for a better customerexperience, butonly 1% of customers feelthat companies consistently meettheir expectations
Increase in profitability forcustomer centriccompanies with asuperior customerexperience
KEY GLOBAL CHALLENGES DRIVING CEOS/CXOS TO FOCUS ON CUSTOMER EXPERIENCE
Customer engagement Consistent customer
experience
Differentiation through innovation and beating
competition
Revenue growth Turning cost centers into
revenue drivers
Operational excellence
Optimising cost base
Customer experience cultureBuilding customer
centricity
WHY CUSTOMER EXPERIENCE?
The ever changing competitive business environment and demanding customers are putting more pressureon organisations to go back to the white board and redefine their customer experience capabilities.
Customer Experience has become a key deciding factor for customer loyalty and retention and is turning into a major driving factor for companies’ business performance.
OUR GLOBAL CUSTOMER EXPERIENCE MANAGEMENT OFFERINGS
CustomerExperienceVisioning
CustomerExperience
Strategy
CustomerExperienceDesign and
SolutionBlueprint
CustomerExperience
Delivery
Customer Experience Diagnostic
Customer Service Strategy
CRM Strategy
Channel Strategy
Customer Service Analytics
Voice of Customer
Industry Benchmarking
Voice of Internal Customer
Customer Experience Blueprint
Target Operating Model
Channel Design and Optimization
Continuous Improvement through Lean Six Sigma
Process Engineering
Customer Experience Events and Workshops
Thought Leadership Content Development
Training and Development Program
Customer Experience Best Practices
Recognition Program
CC Transformation
Frost & Sullivan’s Customer Experience Management not only helps leadership address business challenges by
identifying growth roadmaps, but also supports businesses to stay focused and aligned to customers and the
ever changing market dynamics.
OUR SOLUTION
TO REMAIN RELEVANT, ORGANISATIONS WILL HAVE TO ADAPT TO CHANGING CUSTOMER DEMANDS,
COMPETITIVE MARKETS AND DISRUPTIVE MEGA TRENDS THAT ARE SHAPING BUSINESSES AND
CUSTOMERS ALIKE.
WHY FROST & SULLIVAN?
In line with the need for businesses to keep pace with competition and customers, our end to end customer experience transformation approach aims at unearthing hidden opportunities for business growth and establishinga strong foundation for effective customer relationship management
Customer ExperienceVisioning
Understand and Analyze Strategize and Define
Design
Develop
Execute
Customer Experience Strategy, Design and Blueprint
Customer Experience Delivery
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CLIENT CASE STUDIES
Outcome Delivered : Transformation roadmap
• Strategic objectives prioritised with stakeholder requirement clearly mapped out and aligned.
• Set of value measures defined to guide customer experience transformation.
Outcome Delivered : Analysis of internal data to identify the key reasons for churn• Delivery of a predictive model using
the indicators from internal data analysis• Identification of key issues for churn
and enable the organization take preventive actions on CX issues.
Outcome Delivered : Improved internal customer satisfactionindex (in numerical terms from 3.17 to 3.6 ina span of 4 years) • Improved external customer satisfaction
score (from 75 percent to 86 percent in the same time frame)
Client: Singapore healthcare regulator
Client:Emerging telecomcompany
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Challenge: Increasing regulatory changeand market complexity, growing stakeholder expectation for service excellence, client wanted to formulate avision and strategy to be a world classregulator by delivering a superior customer experience.
Challenge: Client wanted toinvestigate the reasons for bad customer experience and the customerchurn, and build a model to forecast thechurn to take preventive action.
Client:A leading Indian telecomservice provider
Challenge: Establish a strategiccustomer experience program to brighten long term growthprospects driven through customersatisfaction /loyalty
WITH OUR UNDERSTANDING OF VOICE OF CUSTOMERS AND MARKETS, ALONG WITH OUR
EXTENSIVE BASE OF CONSULTING EXPERTS, WE ARE UNIQUELY POSITIONED IN THE CUSTOMER
EXPERIENCE SPACE. OUR GLOBAL EXPERTISE ON THE MOST DISRUPTIVE MEGA TRENDS,
TECHNOLOGICAL ADVANCES AND CUSTOMER EXPERIENCE INNOVATION MAKES US THE PARTNER
OF CHOICE TO TRANSLATE CUSTOMER EXPERIENCE INTO A SUCCESSFUL GROWTH OPPORTUNITY.
CUSTOMER EXPERIENCE MATURITY MODEL
DO YOU KNOW WHERE YOU ARE ON YOUR CUSTOMER EXPERIENCEJOURNEY AND WHERE YOU SHOULD FOCUS NEXT?
We offer Customer Experience Diagnostic that enables CSOs/CXOs to find out their currentstate maturity, poor performing areas, missing capabilities, and where and how to focus
investments and efforts for the most successful outcomes.
Companies often carry out Voice of Customer analysis but fail to unearth the root causes of the issues. Customer Experience Diagnostic complements VoC by identifying root causes of customer woes and
operational issues and defines actionable improvement roadmaps.
Customer Experience Diagnostic leverages a 6 staged maturity model for businesses to help them find outwhere they are on their customer experience journey and what they need to focus on next to achieve thedesired customer experience.
G 1 2 3 4 5
No ExposureBasic
EvolvingAdvanced
CX is a business objective and
growth agenda Aligned
organization and process
Customer Centricity
Alignment to BusinessObjectives
Unified Customer Experience
Customeranalytics drives
customer strategy
Customerexperience isthe culture
Integrated andconnected
smart systemsNBA enabled
services
Customerengagement is partially proactive
Dedicated CX function
Connectedsystems. Unifiedtechnology/processexperience
Digital presencewith cross channelcapabilityUnified
Customer self help enabled (movingtowards zero contact) next gen digital experience
Traditionalchannels in place
Customerengagement is sharedresponsibility
No idea aboutCXM Leading
Next Gen
Workshops and interviews driven engagement approach brings key stakeholders together and providespragmatic insights into an improvement plan that can be taken into implementation.
PREPARE DISCOVERDAY 2 - WORKSHOP1
ANALYSE PACKAGE &PRESENT
DEFINEDAY 9 - WORKSHOP 2
KEY FEATURES
Different modelsfor B2B and B2C
Easily customisableas per business need
Covers people,process, technology
and functions
Aligns leadership,brand and culture to CX
CUSTOMER EXPERIENCE DIAGNOSTIC
Trends in the Customer Experience Management Market
The Potential for Internet of Things (IoT) in Customer Service
Leveraging New Channels to Improve the Customer Experience in Travel & HospitalityIndustries
Global Customer Analytics Landscape
Customer Experience Management - Australia Telecommunications Sector 2015
Customer Experience Management - Australia Residential Electricity Sector 2015
Purpose-Built Analytics Adds Relevancy and Insight as Customer Satisfaction Tools for the Digital Economy
Enhancing Customer Relationship Management (CRM) for Small Midsized Businesses (SMB)
Customer Experience Management - Malaysia Telecommunications 2014
Customer Experience Management - Singapore Telecommunications 2014
Malaysian Medical Insurance Sector Customer Experience Management
Singapore Medical Insurance Customer Experience Management
Singapore Banking Services Customer Experience Management
Future of Customer Experience with User Interface Technologies (Technical Insights)
The Changing Landscape for Customer Support and CRM
Customer Engagement in Retail and Consumer in Europe and North America
Omnichannel Customer Interaction Solutions in India
Customer Engagement in Communications in Europe and North America
Cloud Service Level Agreements: Customer Concerns and Provider Promises
Customer Experience Analytics: Taking a Closer Look
OUR RECENT INSIGHTS
NEXT STEPS
Mark Simoncelli
Global Director
+27 (0)21 680 3578
+27 (0)83 267 7495
Contact Us
S.R. Dinesh
Director, APAC
+60 362 045 957
+60 1123 656 374
Bijuraj Sarangi
Principal Consultant
+91 874 480 6440
CLICK HERE TO CONTACT US TODAY
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GROWTHSTRATEGY
DIALOG
SURVIVE ANDTHRIVE IN AN
UNPREDICTABLEFUTURE
GAIN ACOMPETITIVE
EDGE ANDIMPROVE YOUR
ROI
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