Vo c customer experience_service delivery excellence v27-extract-small
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Transcript of Vo c customer experience_service delivery excellence v27-extract-small
VoC Idea Engine [ V.O.C.I.E. ] Sparking Innovation in Customer Experience
CIO.IT | Competition 2014
Elevating the Experience:
New Ideas For Best-in-class service
© 2010-2014 Infosys Ltd. 2
The sign of our times
SOURCE: http://socialimplications.com/me-generation/
Me Then….
Me Now !!!!
© 2010-2014 Infosys Ltd.
JAMES CIO @MSOCOM
Problem : How might we deliver best-in-class service?
3
Wh
at
do
we f
ocu
s o
n
Agent
Effectiveness
Cross
Channel
experience
• Not integrated
• Loss of context
• Tight coupling
• No unified view –
Multiple apps
• Lack of knowledge
sharing
• average,>3 calls to
resolve an issue
Service
Quality
• Time to Install
• Problem resolution
quality
• Availability &
Performance
Self-care
adoption
• 70% want to use
• 30% actual usage
• Limited self-learning
Wh
at
can
we a
cti
on
ize
?
© 2010-2014 Infosys Ltd. 4
Consumer Genome & Understanding Voice of Customer
Re-framed Problem : How might we elevate customer experience?
© 2010-2014 Infosys Ltd. 5
CHALLENGES
Large volume of social media content containing sentiments & user data
Varied internal data sources like Social Media, Blogs, Forums, Emails,
Innovation Portal etc.
Different stakeholders needing a different view of issue resolution
No common platform where CRM, KM, Test Data and Ticketing Data can be
aggregated for analysis
Lack of common dashboard giving meaningful insights
Metadata Extractor
Social Media
Connector
Idealytics Engine Speech to Text
Corporate Communications
channels
VoC
VoE
+
+
VoCFG
V.O.C.I.E. - E2E Solution: tackles the big data challenge
© 2010-2014 Infosys Ltd.
Evaluate
Business Value
of Chosen Ideas
Deploy / Rollout
towards
Lower TCO, AHT
& better FCR,
ACR &
more FCF $$ Fail-Fast
& Connect,
Combine, &
Iterate
Incubate
Prioritized Ideas
in Joint Labs
& Trial/Pilots
Strong
Business
Case
6
From Ideation to Incubation
Empathy
Check
Employee
Ideas
Idea #1 Data-based
CFG, TCO,
Ideas
© 2010-2014 Infosys Ltd. 7
VoC - The core engine D
ash
bo
ard
s
Listen Analyze Correlate
• Buzz Analysis
• Sentiment Analysis
• Root Cause Analysis
• Influencer Analysis
• Competitor Analysis
• Correlation Analysis
Source: Infosys Advanced Analytics Suite
• Deep Insights
• Automated Buzzword
• Discovery
• Web-based Interface
• Rich Visualization
• Deep Drill downs
VoC Analytics Engine Workbench and Taxonomy Explorer
Adaptors
• Corpus Builder
• Data Source and
Topic
configuration
• Entity
Categorization
• Sentence Detection
• Key Phrase
Extraction
• Parts of Speech
Tagging
• Buzzword Extraction
• Sentiment Extraction
• Facebook, Twitter
• Blogs, Discussion
Forums
• XML
• RSS , Email
• Feed Aggregators –
Lithium, Crimson
Hexagon
© 2010-2014 Infosys Ltd.
Voice of the Customer (VoC) Demo
Leveraging external / internal data sources to provide better insight into customer experience
8
© 2010-2014 Infosys Ltd.
External
Internal
Customer incident management system / TTS
CRM / SLA mgr. /Jeopardy Qs
Self help portal
Social media
Internal test reports / Labs
Internal logs / Order fallout
Reports
Data sources
Clarity / QA Effort structured data
External
Internal from QC
Customer incident management
system Updates
QA Test Processes
Self help portal / U-IVR / ReTEM
Social media CRM
Knowledge Management
System Updates
QA Test Cases
XRM: Customer Exp.
QA Productivity Volume Mgrs.
Comcast TQM 360: Home Screen
Outcome
Benefits
Incoming
Data
Voice of the Customer Facing Group (VoCFG) Demo
9
VOE Voice of Employee
© 2010-2014 Infosys Ltd.
Labstorm – Gamification of Ideas to Incentivize IT
11
Action teams
Social Chatter
© 2010-2014 Infosys Ltd.
V.O.C.I.E. – Value Realization using Infosys VRM™
12
Value Levers Business Process Lever Change Enablers
Social Media
Analytics
360 degree
Customer View
Real time
Decisions &
Operationalization
• Customer analytics to drive upsell / cross sell
• Increase Self care and Multi channel order
acceptance
• Increase operations effectiveness tools
• Improve automation and reduce fallouts
• Quicker turn around for customized offers
• Reduce customer calls/ complaints
Re
du
ce
Ch
urn
15%
Re
du
ce
Co
st
20%
Incre
as
e
Re
ve
nu
e
• Improve service SLA
Real time Data
Discovery
Improved
Service
Quality
Improved
Customer
Experience
Increased
Agent
Effectiveness
Differentiated
new offerings
Cu
sto
me
r V
alu
e (
Will
ing
ne
ss to
Pa
y)
© 2010-2014 Infosys Ltd.
In Conclusion
13
© 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.
Thank You