Growing existing business with Customer Experience for Telcos
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Short deck introducing a major challenge of the Telco industry: The lost connection with customers and three drivers to move to a people-driven approach in order to unlock innovation and customer value to drive growth of existing business.
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Growing existing business with Customer Experience for Telcos
- 1. 1 Grow existing business with improved customer service experience
- 2. 04NOVEMBER2015–@ST_MORITZ 2 We are facing tough challenges GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE Increasing competition and eroding margins 1. Commoditization Nearly 7 billion mobile subscriptions worldwide 2. Saturation Customers raise expectations beyond categories 3. High Expectations
- 3. 04NOVEMBER2015–@ST_MORITZ 3 THE CHALLENGE: Trust and engagement Telcos are in every pocket But people are not engaged The lost connection
- 4. Layers of engagement 04NOVEMBER2015–@ST_MORITZ 4 Emotional Cognitive Physical DREAM & ASPIRATIONS MEANINGFUL PLEASURABLE USEFUL EASE OF USE RELIABLE FUNCTIONAL 1990 Today Future
- 5. 04NOVEMBER2015–@ST_MORITZ 5 Customers are more connected, smart and demanding than ever GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE
- 6. Every day you are loosing out 04NOVEMBER2015–@ST_MORITZ 6 Exponential growth of connectivity fuels the opportunity TIME
- 7. PEOPLE-DRIVENto ∞ 7 DRIVING PEOPLEfrom Fundamental shift in perspective GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE 04NOVEMBER2015–@ST_MORITZ
- 8. SERVE EXISTING BEHAVIOURS TAP INTO NEW DESIRES GREATER PRESENCE 8 04NOVEMBER2015–@ST_MORITZ 2 31
- 9. 9 04NOVEMBER2015–@ST_MORITZ 9 How can you be present across life? Can you add value where your customers are and become associated with the good things people enjoy? 3.TAPINTONEWDESIRES 1. GREATER PRESENCE 2.SERVEEXISTINGBEHAVIOURS
- 10. 10 04NOVEMBER2015–@ST_MORITZ 10 Some 70 million people are aged over 60 in Europe today. What are their needs? Can you serve them better? 3.TAPINTONEWDESIRES 2. SERVE EXISTING BEHAVIOURS 1.GREATERPRESENCE
- 11. 11 04NOVEMBER2015–@ST_MORITZ 11 2.SERVEEXISTINGBEHAVIOURS 1.GREATERPRESENCE 3. TAP INTO NEW DESIRES Customers are showing us the way. Can you co-create with lead-users or probe customers with new ideas to find and leverage growth opportunities?
- 12. SERVE EXISTING BEHAVIOURS TAP INTO NEW DESIRES GREATER PRESENCE 12 04NOVEMBER2015–@ST_MORITZ GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE