Verizon Enterprise Solutions: Building a Better CX Program · Verizon Enterprise Solutions:...
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Verizon Enterprise Solutions: Building a Better CX Program April 19, 2017 Tony Recine SVP & Chief Marketing Officer Verizon Enterprise Solutions Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Transcript of Verizon Enterprise Solutions: Building a Better CX Program · Verizon Enterprise Solutions:...
Verizon Enterprise Solutions: Building a Better CX ProgramApril 19, 2017
Tony RecineSVP & Chief Marketing OfficerVerizon Enterprise Solutions
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
2Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Connect people, processes and things to applications
Collaborate on any device, anytime, anywhere
Deliver more personalized customer experiences
99% of Fortune 1000 Served
160,000 employees in 200+ countries
800,000+ network route miles reaching
150+ countries
More than 1,000 consultants around
the globe
We empower our customers to thrive by delivering the connected world; simply, securely and reliably.
Retail Hospitality Finance Healthcare Manufacturing Energy & Utilities Public Sector
Seamless, integrated, personal, and instant experiences Customers demand more
Personalized
Actionable insights &analytics
Consistent
Unified digital profile
Contextual
Location& pattern data
Immediate
Converged on-demand services
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3
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Why Does CX Matter?
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Willingness to buy more products
Reluctance to switch
Likelihood to recommend
Customer experience laggards
(Bottom quartile)
-7.7%
-7.6%
-8.2%
Customer experience leaders
(Top quartile)
+6.7%
+8.2%
+8.4%
Customer experience affects the bottom line
Source: Forrester Report: Customer Experience Boosts Revenue, 2016(Percentages are relative to industry averages)
The Verizon Difference: Evolving towards a Customer Centric Culture
Differentiation
Key Enablers
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Agile Development CX Journey Mapping Customer Lifecycle Management
Innovation End-To-End Customer Experience
From:Transforming the product development process
BREQs User Stories
Minimum Viable
X-Functional
Outcome
Delivery
Maximum Validation
Siloed
Develop
Task
To:
Design Thinking
Value Teams
DevOps
Agile Iterations
Key enablers
Verizon Lean Six SigmaDigital CX
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
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Employee workplaces
Remodeled workplaces into team-based sharedcollaboration areas
Standardized on common global collaboration platform
Delivery and operations
Mindset and approach
>4K people trained on Agile (IT and Business)
91% projects done using Agile
Agile Release Train model used on largest programs
Increase apps in pipeline from 48 to 100
Top third apps begin transitioning to Cloud platforms in 2017
Encouraging progress thus far
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Customer Journey Mapping
Digital CXIntegration
2015
CX Executive Alignment & Governance
E2E CX Mgmt. Framework
CX Benchmarking
Voice of Customer 2.0 Integration
Integrated CX into Product Development
2016
CustomerJourneyMapStages
LEARN USE BILL & PAY
GET HELP
STAY OR
LEAVE
GET & SETUPBUY
2017Evolved from Interval to Interactions
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Verizon Interactions• Account Manager• Solution Architect• Legal • Project Manager• Service Manager• Digital Service Portal
Customer Engagement Lifecycle Complexity
Customer Personas• CMO, CFO• CIO, CTO• IT Manager• Sourcing• Legal
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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N by N Interactions
Digital
Personal
Renew/UpsellServiceLearn Decide Contract Implement Billing
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Limited Capabilities of VOC 1.0 to Achieve our CX Strategy
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Gaps• Narrow Customer Persona Representation
• Respondent Targeting
• Insufficient Product Feedback
• Limited Closed Loop Surveys
• Suboptimal Distribution
• Lacking Customer Sentiment
VOC 1.0 Surveys• Select Transactions• Relationship
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VOC 2.0 - Refreshed Framework
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Fosters & Delivers
• Multiple Listening Posts across Customer Journey
• Stakeholders Engaged & Accountable
• Actionable Insights and Distribution Based on Role
• Governance
Business Reviews
Relationship Transactions Customer Portal
Product OnboardingClosed Loop
USE BILL & PAY
GET HELP
STAY OR
LEAVE
GET & SETUPBUYLEARN
CX Governance
Product Management Legal BillingSales Service
Management
Elevating Customer Lifecycle Management
Service1
Product2
Coverage3
Contract 4
Digital5
Analytics EngineModel HealthAnalyze
High
Med.
Low
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12
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Cross Functional Customer Health Dashboard
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Name Revenue Category
YTD Revenue
YoY Change Pulse NPS Service
GroupService Delivery
Service Assurance
General Care
Product Health
Rep Tenure
Contract Status
Start Online
Sample Customer >$10M $10M $1M 8.4 65 1 7.5 8.3 8.7 8.5 2.5
Expiring within
9 months40%
Churn Contract Expiration
Retention
Revenue Service Scores AttributesHealth
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Business Benefits of new Medallia Platform
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Increases scalability, flexibility, & efficiency
Drives faster closed loop via mobile
Eliminates low-value work through automation
Adapts to operational and market changes
Transparent and consistent business rules
Improved data quality and breadth
Our Expectations
15Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Increase Retention & Enable Upsell
Deliver Product Faster with Customer Seating
at the Table
Improve NPS & Reduce Customer Effort
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Let’s continue the conversation
Tony RecineSVP & Chief Marketing OfficerVerizon Enterprise Solutions
Thank you.
