Customer Experience: A defining moment in history, Chapter 1
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Transcript of Customer Experience: A defining moment in history, Chapter 1
IRA initial discussion
Customer experienceChapter 1: A defining moment in history1
January 2016
2016 | The Solutions Group, Inc. All rights reserved.
2016 | The Solutions Group, Inc. All rights reserved. 2An ever increasing rate of technology adoptionHistorical PerspectiveTechnology advancements typically require long periods of time to scale
The paradigm changed!!
2016 | The Solutions Group, Inc. All rights reserved.
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3They say a year in the Internet business is like a dog yearequivalent to seven years in a regular person's life. In other words, it's evolving fast and faster.
Vinton Cerf, Internet Business Innovation
2016 | The Solutions Group, Inc. All rights reserved. Cx timeline: how we got here4Inflection PointFaster velocity, more volumeDont know how to adopt and adapt new technologiesIntegration challenges with legacy infrastructureThe way it used to beLonger adoption timeframesAllowed trial/error to learn how to use new technologies1965EmailDigitalization of information
1986CRM1st contact management software
2000sEnhanced CRMDigital scale begins
2015CX risesDigital integration
1876The TelephoneGEOGRAPHIC CONNECTEDNESS
1970sPC BoomGUIs revolutionizeusage
1990swwwOnline era begins
2016 | The Solutions Group, Inc. All rights reserved.
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Cx timeline: were here heightened importance5The way it is rapid adoption timeframes
2015CX risesDigital integration
Research connects CX to business/revenue growth
Driving the re-engineering of marketing/IT/serviceIndustry association gains tractionAnalyst firms create frameworks
2016 | The Solutions Group, Inc. All rights reserved.
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Ability to scale with rapid technology/data buildout6
2015CX risesDigital integrationSaaS, PaaS, IaaSMarketing automationSocial platformsMobile
2016 | The Solutions Group, Inc. All rights reserved.
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CX TOOLKITFOR OMNI-CHANNELProgressing from theoretical to practical application7
2015CX risesDigital integration
Conversations/Content Maps
Customer Journey Mapping
Traditional Channels
Social Monitoring
2016 | The Solutions Group, Inc. All rights reserved.
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Adapt or die8CX Meets Andrew Groves and Clayton Christensen
CX 2015Inflection PointFaster velocity, more volumeDont know how to adopt and adapt new technologiesIntegration challenges with legacy infrastructureState-of-the-Organization0TimeSelf-reinforcing successUnstable pathSelf-reinforcing failureA time in the life of business when its fundamentals are about to changerapidly via disruptive innovation
2016 | The Solutions Group, Inc. All rights reserved.
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9Robo advisors: Rapid disruptive innovation
14$BillionIn global assets in 2014
255$BillionIn global assets in 2020
30$TrillionOf wealth transfers to younger generations during the next 3 decadesMillennials using in large numbersPrivate equity funding for robo advising growing significantly ($235 million for Betterment and Wealthfront combined)Pershing debuts first adviser-focused robo serviceTop 8% of top advisory firms use it; additional 20% by 2017 Clients are able to have control of CX while providing better experienceExample: Automated investment services disintermediate financial advice
2016 | The Solutions Group, Inc. All rights reserved.
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TOMORROWLong-term planning and advice through combinations of automation and in-person advisorsFuture state of financial advice10Technology and digital advances fuel sophisticated evolutionTODAYBasic savings and asset allocation services
Driving efficienciesBehavioral mapping for software emulates real-life advisor interactions
2016 | The Solutions Group, Inc. All rights reserved.
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11Keep the discussion [email protected] @bgtsgwww.linkedin.com/in/billgordy
2016 | The Solutions Group, Inc. All rights reserved. 12Coming soon!Customer experienceChapter 2: Re-tooling
2016 | The Solutions Group, Inc. All rights reserved.
