Customer Experience In The Age Of Digital …cszsummerschool.co.zw/wp-content/uploads/2018/11/...Digital Transformation 1. WHAT IS IT? • The re-alignment of incipient investment

Customer Experience In The Age Of Digital Transformation

Frolgate Technology Group Copyright 2018

Presenter : Christopher Chingwena

GCOO-Frolgate Technology Group

BSc. COMPUTER SCIENCE – UZ, MBA –UZ ,MIT-Pretoria

PMP, VCP, CCNPx4, Prince2, ITIL, NCDA,NCIE

Current : DBL-UNISA


AGENDA

•Digital Transformation Overview• Customer Experience Overview• Collaboration as a tool to

enhance CX• Collaboration key Pillars• Collaboration Portfolio


Digital Transformation

1. WHAT IS IT?• The re-alignment of incipient investment in, technology and business

models to more efficaciously engage digital consumers at everytouchpoint in the customer experience lifecycle..

2. WHY?• Empowered customers• Market Innovation and disruption3. WHO IS RESPONSIBLE?• Everyone Across the entreprise


Drivers for Digital Transformation

Disruptive Innovation• Need to move faster• There’s too much information?• How can l do more with less?• How do I work better with my Partners and Supplies?• I want to use my mobile phone for work?• How do I get to know my customers without travelling?


4 Pillars Of Digital Transformation


Tools & Technology as A Pillar For Digital Transformation


1.Internet of Things2.Machine learning & A.I3.Cognitive and Predictive analytics4.Cloud5.Intuitive & Intent Networks6.Big data

Mobile applications are a top choice among consumers under the age of 55 for contacting an organization

Percentage Under 25 yearsBetween 25 and 34 years

Between 35 and 54 years

Between 55 and 70 years

Over 70 years

Social Media 39.3 16.9 1.9 0.5 0.6

Mobile application

30.8 26.0 8.5 1.6 0.3

Web chat 12.1 18.5 6.3 0.9 0.6

Telephony 8.1 12.2 46.0 85.1 89.6

Email 8.0 24.9 35.8 8.8 2.1

Other 1.7 1.5 1.5 3.1 6.8


1st

3rd

1st

4th

6th

2nd

1st

4th

3rd

5th

2nd

3rd

1st

5th

4th

6th

2nd

3rd

1st

4th

6th

4th

3rd

4th

5th

6th 6th

2nd

5th

2nd

• Popularity of channel by age group

CUSTOMER EXPERIENCE


Meet The Modern Buyer

Empowered knows what

he wants and wants it now

Informed, connected

and digitally driven

A positive experience is

his top priority

Values quality content that is

personalized and directly addresses

pain points

Socially connected and Mobile


Traditional buyer Vs Modern Buyer

Provider initiated contact

Expects immediate responseWilling to wait for a response

Emailed or called

Package solutions

Workday support

Get info online( social, search)

Custom, personalized solutions

24/7 support

Influenced by peers and research

Self service w/ support as needed

Meet customers where they are

Full-service

Influenced by provider

THEN NOW


What Is Customer Experience?

CX - Perception a customer has of your brand. Perception of:

• Your responsiveness to their needs• Reliability• Trust• Value• Brand/Image• Affordability• Empathy


Leveraging customer experience with digital transformation to build a digital experience for customers.

Bringing the two together


CX Gaps Which Organizations Need To Address

1.Experience delivery 2.Capabilities 3.Culture 4.Technology and Data 5.Design6.Perception


The Digital Customer Experience journey


Customer Success Methodology


Information, Identity and insight feed data-driven Experiences


Collaboration As A CX Enhancement Tool


WORK IS CHANGINGYESTERDAY• Individual work• Fixed, long-term teams• Teams in the office• Work mostly with employeesTODAY• Interdependent work• Flexible, agile teams• Team from anywhere• Work with employees, partners, & customers


Collaboration Portfolio


Customers, Businesses & Collaboration• Collaboration creates the vital bridge

between Customer and Business Interactions.

• Customers are the major drivers for organizational digital strategy.

• Customers now determine the way they contact an organization.

• Collaboration encompasses all possible touch points of a Customer into an organization.

• Collaboration brings tools fast efficient and easy to use for organizations to interact with the customers.


IP COMMUNICATIONS (IP Telephony)

HOW IT HELPS CUSTOMERS?• Offers a less costly platform to initiate a call to an organization.• A consistent experience of calling across multiple customer devices.

HOW IT HELPS THE ORGANIZATION• Leverages on the already there data network.• Highly scalable • Significant cost savings • Improved mobility and connectivity


Customer Care

• Customer service and Customer CX make up customer care.

• CONTACT CENTRES & CRMs are tools put in place to deliver a great CX by understanding who your customers are and creating an emotional experience.

• It helps create a clear customer vision


Contact Centers / Customer Experience Centers

• A contact center is a Customer experience center that houses all inbound and outbound communication channels.

• It supports multichannel communication which includes voice, email , chat, sms, web chat and social media.


Key Features Of A Contact Center As tools For CX

• Omnichannel allowing customers to communicate the way they want

• Chatbots• Sentiment sensing• Outbound Campaigns• Callback Functionality • Call Prioritization• Voice recognition• Video Chat• CRM intergration


Video Conferencing

• Allows real time interaction with the individuals in communication.

• Participants in different locations are able to share documents inreal time anytime anywhere with anyone (eliminating time andgeographical barriers)

• Reduces costs and time as participants won’t need to travel longdistances for meetings.


WHY COLLABORATION?


The End

QUESTIONS


Documents

Customer Experience In The Age Of Digital …cszsummerschool.co.zw/wp-content/uploads/2018/11/...Digital Transformation 1. WHAT IS IT? • The re-alignment of incipient investment