Building a customer-centric organization
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Agility that drives customer centricity Building a customer centric organization Immediate positive impact on business Rapid deployment Business agility without replacing existing ecosystem Re-alignment of legacy systems Too much risk Huge costs & dedicated resources Less speed of delivery Out right replacement uniserve TM our digital transformation platform enables customer centricity Sources: Ernst & Young, Altimeter and Other Industry Insights How customer experience will impact you? The journey of customer centricity People will forget what you said, people will forget what you did, but people will never forget how you made them feel seek alternatives are dissatisfied with products and service leave because of the treatment they received leave because of the treatment they received begin doing business with competition move away ACQUIRE ANALYSE 360 o view of customer ENGAGE EXPERIENCE Digital, 50% faster customer onboarding 40% reduction in customer acquisition costs 100% compliance to KYC Reports & analytics for stakeholders Billing and metering accuracy Analytics based on product, department and geography Faster turnaround time for B2B & B2C customers Digital campaign management Rule based alerts and notifications Consistent Omni-channel engagement Digital, interactive and targeted communication Unified platform for all stakeholders 5% 14% 9% 68% 4% Next leap of customer centricity - agility to streamline processes, analyze customer information and deliver consistent omni-channel experience Customer centric business People Customer-centric culture Process 360 O view of customer Technology Strong data management Brand High brand recall Customer segmentation Based on analytics Service delivery Relevant & consistent across channels Customer lifetime value management 1 2 3 5 6 7 4 Digital Transformation Purely data-driven architecture prohibits different departments from accessing the business content 1 5 2 3 4 Many systems are band-aided and guarantee business silos Compliance and regulatory concerns abound Ever increasing maitainance & staffing costs Limited functionality limits innovation and growth Imperative of modernizing legacy environment
description
Streamlined processes will deliver consistent omni-channel experience leaving a positive impact on your customers.
Transcript of Building a customer-centric organization
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Agility that drives customer centricity
Building a customer centric organization
Immediate positive impact on business
Rapid deployment
Business agility without replacing existing ecosystem
Re-alignment of legacy systems
Too much risk
Huge costs & dedicated resources
Less speed of delivery
Out right replacement
uniserveTM our digital transformation platform enables customer centricity
Sources: Ernst & Young, Altimeter and Other Industry Insights
How customer experience will impact you?
The journey of customer centricity
People will forget what you said, people will forget what you did, but people will neverforget how you made them feel
seek alternatives
are dissatisfied with products and servicea e d ssat s ed t p oducts a d se ce
leave because of the treatment they receivedleave because of the treatment they received
begin doing business with competitiong g p
move away
ACQUIRE
ANALYSE
360o view ofcustomer
ENGAGE
EXPERIENCE
Digital, 50% faster customer onboarding
40% reduction in customer acquisition costs
100% compliance to KYC
Reports & analytics for stakeholders
Billing and metering accuracy
Analytics based on product, department and geography
Faster turnaround time for B2B & B2C customers
Digital campaign management
Rule based alerts and notifications
Consistent Omni-channel engagement
Digital, interactive and targeted communication
Unified platform for all stakeholders
5%
14%
9%
68%
4%
Next leap of customer centricity - agility to streamline processes, analyze customer information and deliver consistent omni-channel experience
Customer centric business
PeopleCustomer-centric
culture
Process 360O view of
customer
TechnologyStrong data
management
Brand High brand
recall
Customer segmentation
Based on analytics
Service delivery Relevant & consistent
across channels
Customer lifetime value management
1
2
3
5
6
7
4
Digital Transformation
Purely data-driven architecture prohibits different departments from accessing the business content
1 5
2
3
4
Many systems are band-aided and guarantee business silos
Compliance and regulatory concerns abound
Ever increasingmaitainance
& staffing costs
Limitedfunctionality
limits innovationand growth
Imperative of modernizing legacy environment
Front Customer Centricity Infographic 22-01-2015Back Customer Centricity Infographic 22-01-2015
