Microsoft & PowerObjects Present...both the employee and customer experience, Lior helps organizations recognize their true full potential and increase revenues, profits, customer

High Performance Customer Experience Symposium

PowerObjects

[email protected]

Microsoft & PowerObjects Present: Driving High Performance CRM Customer Experiences in Financial ServicesNew York City | June 15, 2017, 2:30 – 6:00 pm

mailto:[email protected]

Our Presenters…Personalized, Proactive, Predicative Customer Experiences

Robert Contreras

Director, Dynamics 365

Microsoft

Lior Arussy

President

Strativity Group

Jaime Diglio

Sr. Director – NY Financial Services

Microsoft

Greg Moser

Practice Director, Financial Services

PowerObjects

Agenda

| Creating an Exceptional Customer Service and Loyalty Culture: Know Your Customer

Through Segmentation

Lior Arussy, President, Strativity Group

| A Personalized, Proactive, Predictive High Quality Customer Experience Baseline:

Leveraging a Balanced Approach with People, Process, Technology, Data

Greg Moser, Practice Director, PowerObjects an HCL Company

| Microsoft Financial Services Customer Experience Innovation: The Microsoft Foundation

Jaime Diglio, Sr. Director NY Financial Services

Rob Contreras, Director, Dynamics 365

PowerObjects

[email protected]


Creating an Exceptional Customer Service & Loyalty Culture:

Knowing Your Customer Through CRM Segmentation


Confidential and Proprietary STRATIVITY.COM 5

Exceptional Experiences – Exceptional

Results

Differentiating Through Exceptional Value and Performance

Lior Arussy, June 2017


THE PRIVILEGE TO SERVE


WHAT DO YOU THINK?


THE CYCLE OF CUSTOMER ENGAGEMENT

Exciting - 1983

• 1983 DynaTAC 8000x

• 1985 DynaTAC 8000s

• 1987 DynaTAC 8000m, 8500x, 8800x

• 1987 DynaTAC 6000XL (car phone)

• 1989 DynaTAC 8900x

• 1992 DynaTAC America series

• 1994 DynaTAC Inte2000/3300 (GSM)

Boring – 1995

Annoying - 1999


CHOICE MANAGEMENT

CLIENT CHOICE BEST CHOICE EMPLOYEE CHOICE

Exceptional

EXPERIENCE

Exceptional

PERFORMANCE

Exceptional

RESULTS

Exceptional

PERFORMANCE


HOW RELEVANT ARE YOU?

I

MeMe

Know

MeDo

MeMobile

MeNext

MeLoud

MeFree


THE EVOLUTION OF DIFFERENTIATION – WHAT’S NEXT?

Focus Question Role Relationship Customer

as..

Product

Process

Perception

Passion and Purpose

Vendor

Service Provider

Delighter

Life Story Partner

1900 -

1990

1990 -

2000

2000 -

What?

When?

How?

Why?


MEETING EXPECTATIONS IS NOT DIFFERENTIATION

Existence Attributes

PARITY LINE

Dissatisfier

Removal

Excellence

Creation

Excellence

Attributes

Differentiated

Attributes

Undifferentiated Attributes

Premium

Price

Discount

Price

“What’s

Next?”

“No

Complaints,

No Change”


DELIVERING THE PROMISE

“Would it inspire me?”

“Do I desire it?” “Does it come to life?”

“Do I receive it

all the time?”

“Do I believe it?”

“What is my role?” “Do I know how?”

“Do I have the

tools/authority?”

Differentiated Promise Delivered Consistently

THE CUSTOMER CHALLENGE

THE EMPLOYEE CHALLENGE


“SHOW ME THE MONEY” – SAMPLE RESULTS

• Mercedes-Benz USA

• Top loyalty dealers – 59% more profitable than bottom loyalty dealers

• Pharmaceutical Company

• 1% improvement in customer satisfaction = $108 million in revenues from one customer segment

• U.S. Credit Card Company

• 5% shift from Detractors and Passives to Promoters = $300 million additional charges per month

• U.S. Title Insurance Company

• 30% margins improvement in the first 6 months

• eOn

• From -31 NPS to +54 NPS in 12 months

• Global Software Company

• $150 million in costs savings and new revenues in 12 months

• Healthcare Software Company

• $1 million in additional revenues from existing revenues in 100-day pilot

Note: Bold case studies represent realized results


It’s All About The Memories


THE STORY OF A DOZEN ROSES


THE QUESTION

How do we deliver a

differentiated/ exceptional

experience

every day,

to every customer,

of every product,

by every employee,

through every channel,

at every interaction,

in every community?


MISSION ACCOMPLISHED

VS

http://www.google.com/url?sa=i&rct=j&q=happy suprised face&source=images&cd=&cad=rja&docid=4OmFrNqixGp6jM&tbnid=olZonMks-xX58M:&ved=0CAUQjRw&url=http://sewmucheasier.com/products/adjustoform-action-form-mannequin-size-16-22&ei=dDbsUdKyJIGeiQKNxIGABQ&bvm=bv.49478099,d.cGE&psig=AFQjCNHMCXNRxsWzQGm8-M4w7MlSRzJUbQ&ust=1374521304794296


WHO IS SPOILING YOUR CUSTOMERS?


PRINCIPLES OF EXCEPTIONAL EXPERIENCES

EASY & TIMELY

KNOWLEDGEABLE

PERSONALIZED

AUTHENTIC

MEMORABLE

“Make it smooth and seamless transaction”

“Respect My time”

“Teach me something I did not know”

“Tailor the experience to me”

“Show me that you care”

“Connect me to a genuine brand”

“Surprise me”

“Inspire me”


THE PARTY CHECKLIST

21. Order flowers

22. Buy non-perishable food &

beverages

23. Buy candles

24. Procure matches

25. Bake & freeze unfrosted cake if

making your own

26. Schedule activities

27. Decorate party room

28. Gather birthday games or activities

29. Set out party favors

30. Prepare food that will refrigerate

well overnight

31. Arrange food delivery

32. Defrost cake before bed

33. Pick up cake, ice, balloons

34. Frost & decorate homemade cake

35. Decorate outdoor areas

36. Set up birthday games

37. Gather serving pieces

38. Have camera ready

39. Prepare perishable food

40. Check bathroom for needed

supplies (toilet paper, hand towels,

soap)

41. Smile and have fun!

1. Create a guest list

2. Create a party budget

3. Pick theme or decor

4. Order party supplies

5. Decide menu & drinks

6. Create menu & grocery list

7. Create party supply shopping list

8. Decide activities & games

9. Send party invitations

10. Book entertainment

11. Order party favors

12. Buy birthday games & game items

13. Order balloons

14. Enlist party helpers

15. Gather owned party supplies (banners,

utensils, platters)

16. List other supplies needed

17. Order rental equipment

18. Buy film & video tape

19. Buy piñata, candy & fillers

20. Place RSVP guest list & pen by the

phone


VALUE EVOLUTION


Ready

To G

o

Ready

To Learn

Need

Help

Reluctant

Resistant

Read

in

ess

DIGITAL TRANSFORMATION REDEFINED

Angry Scared Curious optimistic Excited

Emotional Engagement

Hopeless

“I can do it, I just don’t want

to”

Helpless

“I know why, I just don’t know

how”

Stuck

“Where are we?”

Accelerator

“I am running ahead of

everyone”

DIGITAL HUMAN MEMORY& =


DIFFERENTIATION AND VALUE CREATION

Parity Line

Self Service - Web

Self Service - IVR

Self Service - Mobile

Self Service - Kiosk

Exceptional Service

Real Time Response

“YOU care for you”

“WE care for you”

Exceptions Management

Innovation Platform

Advisory Services

Empathy


THE NEW FRONTIER OF CUSTOMER EXPERIENCE: PURPOSE

“I do business”

No complaints

“I want to do business”

Write a review

“I am proud to do business”

No complaints

Preferred Vendor in the RFPBe in the RFP


YES,

91%

NO

9%

CHANGE INITIATIVES HAVE A HIGH FAILURE RATE

Have Change Management Initiatives Failed in Your Organization in the Past?

HBR Pulse Study, sponsored by Strativity

Group, Release Date: September 2016.

Total number of respondents = 422


WHAT ARE THE BARRIERS TO SUCCESSFUL CHANGE?

17

17

23

27

29

40

44

47

50

50

54

62

0 10 20 30 40 50 60 70

Time over-runs

Lack of momentum

Lack of governance

No incentive to change

Insufficient budget

Lack of collaboration

Scope too large

Lack of user buy-in

Organizational politics

Lack of understanding of purpose of change

Poor leadership/sponsorship

Poor communication

HBR Pulse Study, sponsored by Strativity

Group, Release Date: September 2016.

Total number of respondents = 422


STRATEGY EXECUTION DISCIPLINE

DEFINE

APPLY

ENABLE

COMMUNICATE

COMMIT

GROW

“What should the ideal

change platform be?”

“What should be different and what

should stay?”

“How do we operationalize the

change platform?”

“How do we deliver the change

platform?”

“When should the change platform be

delivered?”

“What is the next change?”

FUNCTIONS

FUNCTIONS

EMPLOYEES

EMPLOYEES

EMPLOYEES


BUSINESS CHALLENGES

PROJECT

1 in J.D. Power Sales

Satisfaction Index rankings

2014

Double digit growth in sales

three years in a row

96% participants satisfaction in

the program

93% commitment to do

something new

Employee engagement

improved by 10% in 12 months

and in targeted areas 20%

Qualitative interviews with

stakeholders helped shape an

understanding of the underlying

issues.

Sustainable success – service

management conference

New CE structure and theme

was designed after a co-

creation workshop

Quantiative research, using

Experience 360® assessment

among 4,000 participants

validated the challenges

Best to Next – Three new

dealer Innovation sessions

Sustainable success – service

management conference

The program was introduced to

the dealerships in-person with

over 300 onsite workshops and

planning sessions.

Ongoing Employee

Engagement program

established to track changes

among 22,000 employees

300 onsite consulting days

Align all dealers around a

commitment to improve

customer satisfaction

Become the leader in luxury car

sales

Elevate employee enthusiasm

and appreciation of the brand

and heritage

Drive the importance of

customer experience

throughout the organization

Set new benchmark for

immersive training experiences

Challenge and change how

employees think and feel about

the brand, and give them new

tools to help them do their part

in fulfilling the brand promiseMBUSA and 360 dealers – 25,000 employees

RESULTS

"Strativity deeply understands what it takes to create excellent

customer experiences. Through an intense focus on innovating

both the employee and customer experience, Lior helps

organizations recognize their true full potential and increase

revenues, profits, customer loyalty and advocacy. For anyone

interested in building a thriving business, Strativity’s insights

provide actionable steps to integrate into your plans for achieving

success."

-- Stephen Cannon, President & CEO Mercedes-Benz USA, LLC

MERCEDES BENZ

CASE STUDY


THE ENEMY - “I AM DOING IT ALREADY”

“I often go above and

beyond”

66%

31%

Employees Customers

“I use common sense and

discretion in my work”

73%

40%

EGA Study, 64,402 Participants, Strativity Group 2004 - 2013

Employees Customers


FROM PERFORMANCE TO A MISSION

“I Am”

Intrinsic

Mission

Innovation and Positive Surprise

Exceed Expectations

“I Do”

Extrinsic

Need

Repeatability and Predictability

Task Completed


EXPERIENCES CREATE OUR LIFE STORIES

PEOPLE CREATE STORIES


ASK THE RIGHT QUESTION

Next


Exceptional journeys lead

to exceptional

experiences.Lior Arussy

President and CEO

P: (201) 808-8501

[email protected]

@liorstrativity

PowerObjects

[email protected]


A Personalized, Proactive, Predictive High Quality

Customer Experience Baseline:

Leveraging a Balanced Approach with People, Process,

Technology, and Data


High Quality Interactions: How are we doing?

Multi-Channel support can

improve customer satisfaction

by 36%

Forrester Research

Transformation: Customer Experience

98% of U.S. consumers say

customer service is very

important or somewhat

important in their choice of or

loyalty to a brand.

Microsoft’s Annual U.S. State of

Multichannel Customer Service

Report

89% of companies will

compete mostly on the basis of

customer experience in 2016.

Gartner

Multi-channel support can

improve customer satisfaction

by up to 30%! Forrester Research

Revenue

OPEX

Reduction

CRM?

• CSAT / NPS Increase

• Upsell / Cross-sell Increase

• Opex Reduction

• Onboarding Efficiencies

• Employee Retention

• Personalized Interactions

• Proactive Service

• Predictive Next Best Actions

Image. Keep Frame.

Our FS POV: Bridging the Islands of Data

Voice of the Customer

Omni-channel Customer Experience Phone, Email, Portal, Chat, BOT, Mobile, Self-Service, Fax, Social, SMS/Test, Digital, Communities, Video, LinkedIn, Carrier Pigeon

Segmentation: Persona, Preferences, ValuePersonalized, Proactive, Predictive Inbound & Outbound Segment High Performance Customer Experience

Access to Accurate Quality Data InsightsAdvanced Analytics, Propensity Models, Microsegments, Machine Learning, Predictive Service, Cortana Intelligence, Next Best Actions

Omni-channel Customer Experience Phone, Email, Portal, Chat, BOT, Mobile, Self-Service, Fax, Social, SMS/Test, Digital, Communities, Video, LinkedIn, Carrier Pigeon

Segmentation: Persona, Preferences, ValuePersonalized, Proactive, Predictive Inbound & Outbound Segment High Performance Customer Experience

Access to Accurate Quality Data InsightsAdvanced Analytics, Propensity Models, Microsegments, Machine Learning, Predictive Service, Cortana Intelligence, Next Best Actions

High Performance Customer Experience Capital Markets 360High Performance Customer Experience CRM Baseline

Marketing

Sales

Onboarding

Service

Customer Loyalty

PowerObjects

[email protected]


The Innovation Transformation Leveraging the Microsoft Stack:

LinkedIn, Mobility, Cloud, Machine

Learning, and Advanced Analytics


Jaime Diglio (FSI Director)

Rob Contreras (Dynamics Specialist)

Noticing & Innovation

Noticing

Your Employees

12% Happy Employees=Happy CustomersSeek help from those touching your customers daily. Engage the core. Great Leaders Follow and Lead in IR4.

Owning ItThe Knowing Doing GapLess talking – Do itFear of Failure. New Thinking.New Skills. New Muscle.

Do It

Reading the WorldDay 1. Look outside your industry to design their differentiators. Notice your Noticing. Are you closed or open?

Me Economy

Join us downstairs for Dinner @ Blue Fin

Surf & Turf, Dessert, Spirits & Networking

5:30 pm

Thank You!We look forward to you joining us for dinner!

Greg Moser ~ FSI Practice Director ~ 281.725.1789 ~ [email protected]


Documents

Microsoft & PowerObjects Present...both the employee and customer experience, Lior helps organizations recognize their true full potential and increase revenues, profits, customer