Digital First Experience
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Oshrat Nir shares results from a global consumer survey, as she looks at the customer experience, and explains to service providers how they can enable a digital transformation.
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Digital First Experience
- 1. Digital First Experience Oshrat Nir April 2015 Revenue and Customer Management
- 2. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs2 Global consumer survey reveals that every interaction counts will buy more if their service provider was able to offer a simple, consistent, and personalized user experience 93% more likely to recommend if the service provider would provide them with a faster response and pleasant experience 94% Source: Coleman Parkes, Dec 2014
- 3. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs3 Are you giving your customers a seamless experience?
- 4. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs4 Did you know that 86% of customers believe interactions with their service provider are too complex? Did you know that 49% have tried using self-service but ended up calling the contact centre to resolve their problem…
- 5. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs5 Today’s solutions are not meeting customer’s needs A Digital Transformation is underway A Digital Transformation is underway A Digital Transformation is underway
- 6. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs6 Digital Transformation From ‘Telco with a website’ to ‘Digital Business’ Empowerment Penetration ‘No choice’ – customer demand (online and mobile) Improved Customer Experience (NPS) OPEX Reduction Digital First 90% Transaction Coverage >50% increase in adoption over 3 years
- 7. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs7 Enabling the digital transformation Self-Service E-Commerce Business Agility Personalization Omni-Channel
- 8. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs8 How are your customers doing online? Source: Coleman Parkes, Dec 2014 Only 17% always get a consistent response across channels choose not to use online self service as it is inaccurate or incomplete 48% do not complete their purchase online 80% Self Service Business Agility E-Commerce Personalization Omni- Channel
- 9. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs9 What is the secret to self-service adoption? Self Service E-Commerce Business Agility Personalization Omni- Channel 1. Mobility & Device support 2. Channel Hopping 3. Marketing 4. Usability 5. Pricing 6. Other M obility& Device support ChannelHopping M arketing Usability Pricing Other 21% 3% 6%6% 62% 3%
- 10. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs10 E-Commerce needs not addressed well today Over 50% of customers are not happy with their service provider's online experience Over 76% of customers have had to restart a transaction when channel hopping
- 11. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs11 Is E-Commerce a separate revenue center? 55% 45% 1. True 2. False
- 12. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs12 Research Shop Buy ServicePick up Web Contact Centre In-Store Catalog Mobile Device Email Social Consider the Customer E-Commerce Journey… 1 Self Service E-Commerce Business Agility Personalization Omni- Channel
- 13. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs13 Research Shop Buy ServicePick up Consider the Customer E-Commerce Journey… 1 Self Service E-Commerce Business Agility Personalization Omni- Channel UI eCommerce eCare, eBill BSSMaster Catalog
- 14. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs14 Business Agility drives Time to Market
- 15. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs15 How long does it take to introduce a promotion? 1. Hours 2. Days 3. Weeks 4. Months Hours Days W eeks M onths 12% 29% 38% 21%
- 16. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs16 Fast time to market necessitates a powerful master catalog 1 Self Service E-Commerce Business Agility Personalization Omni- Channel
- 17. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs17 Configuring new promotions and offers must be fast and simple Self Service E-Commerce Business Agility Personalization Omni- Channel
- 18. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs18 To personalize Customer Experience, you need to understand it first
- 19. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs19 How do you personalize interactions? 1. Per customer 2. Micro-segmentation 3. Market Segmentation Percustom er M icro-segm entation M arketSegm entation 40% 37% 23%
- 20. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs20 Visits Website Orders Services Calls Support New Service Goes to Shop Billing Change Over uses Services ACT Fix issue before customer notices Notify customer via preferred channel Guide agents to fastest resolution SEE Monitor customer lifecycle events Understand full customer context THINK Identify potential issues as they occur Diagnose root causes Recommend best action in real time Self Service E-Commerce Business Agility Personalization Omni- Channel
- 21. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs21 Omni-Channel: Customers Are Not Getting a Consistent Experience 42% found inconsistent information between retail stores and web self-service 40% found inconsistent information between call centers and self-service Source: Coleman Parkes, Dec 2014 80% get inconsistent response across channels when they interact with their SP
- 22. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs22 Omni-Channel Experience Allowing customers to purchase and manage any service/products they want …and is consistent with online … is on the retail tablet… What’s on the agent desktop… Self Service E-Commerce Business Agility Personalization Omni- Channel Websites Mobile Store Email Social media Call center Digital print Search
- 23. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs23 An Omni-Channel Case Study Why do customers complain? 45% customer complaints related to billing errors ● #1 reason is incorrect charge ● #2 reason is data charges ● #3 reason is roaming charges 30% customer complaints related to contract disputes ● #1 reason is misleading info of terms ● #2 reason is early termination fees Source: CCTS Annual Report, 2013
- 24. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs24 Leverage existing environment: CRM and billing data implemented How did Omni-Channel Experience help? ~8M consumer mobile subs, plus phone, internet, and TV subscribers; approximately 4,000 CSRs Delivering faster resolution time Improving customer satisfaction
- 25. Information Security Level 1 – Confidential © 2015 – Proprietary and Confidential Information of Amdocs25 Amdocs: Enabling Digital Transformation Self Service Business Agility E-Commerce Personalization Omni-Channel