ELCR juni 2012
description
Transcript of ELCR juni 2012
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Customer Obsessie als game changer
Customer Obsessie als game changer
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Table of contents
2
AGENDA
De eeuw van de klant
Stijgende complexiteit van de klantreis
Technologie maakt het samenspel der kanalen mogelijk
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1900-1960
Age of Manufacturing
1960-1990
Age of Distribution
1990-2010
Age of Information
2010 -
Age of the Customer
De eeuw van de klant
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4 prioriteiten customer obsession
1.
Real-time insight
2.
Sales channels
intelligence
3.
Social & event-driven
marketing
4. Customer
Experience
2020: CTO is CMO.
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Hoezo klant-obsessie?
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Table of contents
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AGENDA
De eeuw van de klant
Stijgende complexiteit van de klantreis
Technologie maakt het samenspel der kanalen mogelijk
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Phone
Web
Physical
Social
Chat
Mobile
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Geo-location services
In-app advertising
Gamification
Mobile marketing iOS, Android….
HTML5
Multi-screen experience
Augmented Reality
Single Sign On
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Hoe creëer ik super promotors?
Effectief Efficiënt Plezierig
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Contextueel
Cross Touch point
Consistent
Omnichannel klantinteractie
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Table of contents
11
AGENDA
De eeuw van de klant
Stijgende complexiteit van de klantreis
Technologie maakt het samenspel der kanalen mogelijk
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Omnichannel: Klantobsessie in de praktijkKlantcontactstrategie• Business KPI’s en klant KPI’s
Customer Journey Analysis• NPS, CXi, Klanttevredenheid
Kanaal Interactie Systemen
• Contact center, Online/Mobiel, Retail
Business applications - Sales, Service, Marketing• CRM, analytics, KM, SLA management
Backend / Legacy integratie• Billing, provisioning • Etc.
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© 2012 Tieto Corporation13
OMNICHANNEL INTERACTIE HUB
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© 2012 Tieto Corporation
360 graden klantbeeld: de data
Klant
Promotie
Transactie
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© 2012 Tieto Corporation15
OMNICHANNEL INTERACTIE HUB
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© 2012 Tieto Corporation
Inbound Suggesties
Business rules
Context
Klantbeeld
AcquisitieKlantbeeld verrijken
ServiceCross/UpsellWist u dat…
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© 2012 Tieto Corporation17
OMNICHANNEL INTERACTIE HUB
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© 2012 Tieto Corporation
Low Touch
High Touch
Behavioural targeting
Chatbot
Chat
Voice
Video
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Werkwijze
19 2010-12-28
Conversie ratio 45%1000 chats per maandKlanttevredenheid 76%
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© 2012 Tieto Corporation20
OMNICHANNEL INTERACTIE HUB
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© 2012 Tieto Corporation
Capture
Evaluate
Distribute
Engage
Analyse
Lezen, Opslaan, Klantbeeld verrijken
Analyseren, Categoriseren en
prioritiseren
Skill based routing
Social CRM
RT Reporting, trends
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© 2012 Tieto Corporation22
OMNICHANNEL INTERACTIE HUB
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OMNICHANNEL INTERACTIE HUB
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Tieto Customer Interaction Integrator 100 million European consumers serviced daily by Tieto solutions
600 specialists on CRM, Customer service en Self-Service