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Customer Experience Solution Platform
SERTRACEN
DavidMejiaLozano,MSc.MBA
HOW TO INCREASE THE PERFORMANCE OF SERVICE PROCESSES THROUGH CUSTOMER
EXPERIENCE MANAGEMENT
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WHYCUSTOMERISMORESATISFIEDUSINGONESPECIFICCHANNEL?
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Souce:Deloitte2016
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INTERCHANELCUSTOMERJOURNEYSSTILLPREDOMINANT
Souce:McKinsey&Company
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THEROLEOFTHEBRANCHISSTILLPIVOTAL
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12%
20%
42%
26%
50%Ofpurchasesof
Prepaidmobileproductsoccurinretailstoresvs.Carrier-ownedstore
mobile
online
other store
OfshoppersUsingthecanneltopurchasetelecom
productsandservices
%Source:Optimize,11OmnichannelTrendsinWirelessTelecom
THEROLEOFTHEBRANCHISSTILLPIVOTAL
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TheEffortToAcquireNewCustomers
TheChallengeOfRetainingThem
TheVariousMeansOfIncreasingTheirValue.
REVENUEANDPROFITABILITYPOTENCIAL
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8outof10Consumeruse3ormorechannelstoreachtheirwirelesscarrierforcustomerservice
Source:Optimize,11OmnichannelTrendsinWirelessTelecom
OMNICHANNELACCESSISTHETREND
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Source:Forrester,"MakeOmnichannelACornerstoneOfYourTelecomDigitalTransformation"
OMNICHANNELACCESSISTHETREND
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ENDTOENDOMNICHANELSERVICEPROCESSAPROACH
ExperienceProcess
CUSTOMERNEED
SERVICEDELIVERED
Definecustomersegmentsandneeds
Definespecificationsforservicesdelivered
DesignServiceExperienceProcess
DefineChannels DefineprocessLogicalrules
AutomateProcessOrchestration
AutomateExperienceMonitoringandMeasurement
GatherProcessIntelligenceAndImproveEffectivenessandEfficiency
OmnichannelExperienceProcessDevelopment
Planresourcesandskills
B2C• PrePaid• PostPaid
B2B• SMB• Enterprise
CulturalChange
SALES• Newaccounts• Upsales• CrosssalesRETENTION• Churn• Renewals
CUST.CARE• AccountMgt.• Support• Complaints
EXPERIENCE• Steps• Sequence
ONEPROCESATATIMEAVOIDSILOSINTEGRATE• Engagement• Front• BackOffice• Delivery• OutboundUSEANALISYSANDMODELINGTOOLS
MIXOFDIGITALANDTRADITIONAL• Convenience• Cost• Effectiveness
IDENTIFYTHECUTOMER• FaceRecognition• Biometrics• SMinfo• Username
FLOWRULES• Chanel
transfers• Splitsand
joins• Scheduling
VALUEPRIORITIZATIONMGMTALERTS• Conditions• Thresholds
CUSTOMERNOTIFICATIONS
RESOURCEPLANANDSCHEDULING• Human• Material
AGENTSSKILLS• Crossfunctional• Crosschannel
CUSTOMEREXPERIENCEBPMINTEGRATION• DigitalChannels• CRM• UI• BOT
DIGITALMARKETING• Conditioned• Multichannel
HRMULTICHANNELOPERATION• VAgent
SERVICE• SLAE2E• SLAStep• ServiceLevel• Performance• Efficiency
QUALITY• Survey• Recording
SALES• Closing• Abandon
ProcessVs.ChannelMgmt.HRMgmtCustomer
ANALYTICS• Descriptive• Diagnostic• Predictive• PrescriptiveCONSULTING• Lean• Reengineering
MODELING• Simulation
INNOVATING
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CUSTOMER EXPERIENCIENCE BPM
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Customer ExperienceIntegrate Web to the costumer flow
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Customer Experience
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https://EMEA.es/es/
Customer ExperienceIntegrate ATL to the costumer flow
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Ommichannel - Unichannel
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Social Queueing
Hola,megustaríaquemeproporcionaranmásinformaciónsobresuserviciodeinternet.
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Social Queueing
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Call Center
Call Center
IVR
Calendarización de llamada de seguimiento
Back Office
SI
NO
Finalización del proceso LíneaMóvil<Reclamos
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Marketing One 2 One
Pop up @Agent Desk
Display
Ad by Ticket
GustavoAcost
a
SMS
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CXM Branch Flow
3
1
2
4
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CXM Branch Flow
31
2
4
All Right Reserve 2017 |ACF Technologies © | Confidential
CXM Branch Flow
3
1
2
4
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CXM Branch Flow
3
1
2
4
Todos los Derechos Reservados 2017 | ACF Technologies © | Confidencial
CXM Branch Flow
E-Ticket
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Analytics /Monitoring/Simulation
THANKS
