VoC Idea Engine [ V.O.C.I.E. ] Sparking Innovation in Customer Experience

CIO.IT | Competition 2014

Elevating the Experience:

New Ideas For Best-in-class service

© 2010-2014 Infosys Ltd. 2

The sign of our times

SOURCE: http://socialimplications.com/me-generation/

Me Then….

Me Now !!!!

© 2010-2014 Infosys Ltd.

JAMES CIO @MSOCOM

Problem : How might we deliver best-in-class service?

3

Wh

at

do

we f

ocu

s o

n

Agent

Effectiveness

Cross

Channel

experience

• Not integrated

• Loss of context

• Tight coupling

• No unified view –

Multiple apps

• Lack of knowledge

sharing

• average,>3 calls to

resolve an issue

Service

Quality

• Time to Install

• Problem resolution

quality

• Availability &

Performance

Self-care

adoption

• 70% want to use

• 30% actual usage

• Limited self-learning

Wh

at

can

we a

cti

on

ize

?

© 2010-2014 Infosys Ltd. 4

Consumer Genome & Understanding Voice of Customer

Re-framed Problem : How might we elevate customer experience?

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CHALLENGES

Large volume of social media content containing sentiments & user data

Varied internal data sources like Social Media, Blogs, Forums, Emails,

Innovation Portal etc.

Different stakeholders needing a different view of issue resolution

No common platform where CRM, KM, Test Data and Ticketing Data can be

aggregated for analysis

Lack of common dashboard giving meaningful insights

Metadata Extractor

Social Media

Connector

Idealytics Engine Speech to Text

Corporate Communications

channels

VoC

VoE

+

+

VoCFG

V.O.C.I.E. - E2E Solution: tackles the big data challenge

© 2010-2014 Infosys Ltd.

Evaluate

Business Value

of Chosen Ideas

Deploy / Rollout

towards

Lower TCO, AHT

& better FCR,

ACR &

more FCF $$ Fail-Fast

& Connect,

Combine, &

Iterate

Incubate

Prioritized Ideas

in Joint Labs

& Trial/Pilots

Strong

Business

Case

6

From Ideation to Incubation

Empathy

Check

Employee

Ideas

Idea #1 Data-based

CFG, TCO,

Ideas

© 2010-2014 Infosys Ltd. 7

VoC - The core engine D

ash

bo

ard

s

Listen Analyze Correlate

• Buzz Analysis

• Sentiment Analysis

• Root Cause Analysis

• Influencer Analysis

• Competitor Analysis

• Correlation Analysis

Source: Infosys Advanced Analytics Suite

• Deep Insights

• Automated Buzzword

• Discovery

• Web-based Interface

• Rich Visualization

• Deep Drill downs

VoC Analytics Engine Workbench and Taxonomy Explorer

Adaptors

• Corpus Builder

• Data Source and

Topic

configuration

• Entity

Categorization

• Sentence Detection

• Key Phrase

Extraction

• Parts of Speech

Tagging

• Buzzword Extraction

• Sentiment Extraction

• Facebook, Twitter

• Blogs, Discussion

Forums

• XML

• RSS , Email

• Feed Aggregators –

Lithium, Crimson

Hexagon

© 2010-2014 Infosys Ltd.

Voice of the Customer (VoC) Demo

Leveraging external / internal data sources to provide better insight into customer experience

8

© 2010-2014 Infosys Ltd.

External

Internal

Customer incident management system / TTS

CRM / SLA mgr. /Jeopardy Qs

Self help portal

Social media

Internal test reports / Labs

Internal logs / Order fallout

Reports

Data sources

Clarity / QA Effort structured data

External

Internal from QC

Customer incident management

system Updates

QA Test Processes

Self help portal / U-IVR / ReTEM

Social media CRM

Knowledge Management

System Updates

QA Test Cases

XRM: Customer Exp.

QA Productivity Volume Mgrs.

Comcast TQM 360: Home Screen

Outcome

Benefits

Incoming

Data

Voice of the Customer Facing Group (VoCFG) Demo

9

VOE Voice of Employee

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Labstorm – Gamification of Ideas to Incentivize IT

11

Action teams

Social Chatter

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V.O.C.I.E. – Value Realization using Infosys VRM™

12

Value Levers Business Process Lever Change Enablers

Social Media

Analytics

360 degree

Customer View

Real time

Decisions &

Operationalization

• Customer analytics to drive upsell / cross sell

• Increase Self care and Multi channel order

acceptance

• Increase operations effectiveness tools

• Improve automation and reduce fallouts

• Quicker turn around for customized offers

• Reduce customer calls/ complaints

Re

du

ce

Ch

urn

15%

Re

du

ce

Co

st

20%

Incre

as

e

Re

ve

nu

e

• Improve service SLA

Real time Data

Discovery

Improved

Service

Quality

Improved

Customer

Experience

Increased

Agent

Effectiveness

Differentiated

new offerings

Cu

sto

me

r V

alu

e (

Will

ing

ne

ss to

Pa

y)

© 2010-2014 Infosys Ltd.

In Conclusion

13

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