Contenu connexe Similaire à Roadmap to omnichannel customer excellence (20) Roadmap to omnichannel customer excellence3. How do we connect to our customers again?
I mean really...
4. In your commodity market
Omnichannel Customer Intimacy Operational Excellence
is the only real differentiator!
6. Company confidential
honest exchange long term relation
Integrated contact via all channels transparant processes
OUR FOCUS AREA
© 2012 Tieto Corporation
7. Customer Experience Integration
Channels Business Operations
Customer Journey Telephone
Value Propositions
Chat
Customer Experience
Co-browsing Organisation
Needs, Wants & Desires
(Structure, People & Performance Mgt)
E-mail
Customer Lifecycle / Moments of Truth Processes
Letter
Consistent, Contextual & Cross-Touchpoint Capabilities
(Experience, Expertise & Competences)
Online
Architecture
(Data, Applications & Infrastructure)
Social
Our Belief Our Promise
• We help you develop your customer service strategy and targets
• Superior Customer Experience is the best differentiator in a highly • We ensure business reasoning and KPI’s for the transformation
competitive marketplace: consistently being relevant to your process
customer, aware of his/her context and across all touchpoints • We are passionate about end user needs and make sure they align
• Customer Experience Integration is the methodology that allows with your business objectives
you to make necessary changes in your day to day business • We ensure the technical feasibility already in early stages of the
operations and guide you towards superior Customer Experience transformation process
• We drive the transformation process and implement relevant
© 2012 Tieto Corporation
customer interaction solutions where applicable
8. Company confidential
Roadmap
Integrated Omnichannel
Customer Excellence
Core Roadmap
Quick wins
Maturity check Channel optimisation Seamless touchpoint transition Integrated Retail
© 2012 Tieto Corporation
9. TIETO’s focus area’s towards omnichannel customer excellence
The Omnichannel organization Closed loop marketing
A customer centric enterprise Influence the customer via all channels
Smart online engagement
Create the ultimate online Customer Interaction Cockpit
customer experience Self service, support, sales
© 2013 Tieto Corporation