customer experience - beyond processes of today

CUSTOMER EXPERIENCEBeyond processes of today!

70% consult family & friends33% change their main bank

80% maintain accounts in 2 banks

Banking is commodity!

3 APPLES CHANGED THE WORLD

3 APPLES CHANGED THE WORLD

… and it’s always been about EXPERIENCE!

3 APPLES CHANGED THE WORLD

… beyond the normal – THE NEW NORMAL!

The third led to Digital Disruption!

Digital is in everything your customers do today.In how they transact, in how they entertain, in how they unwind,in how they think,in how they experience!

But…

Beyond devices…Beyond personalization…Beyond virtualization…What experience do you deliver?

When products and offerings are same, Customer experience is the only differentiator.

#Customer#User#Audience#Target segment#Prospect#Reference#Member

“I’m not an ID, not a transaction!"

Its About the “ME” experience

#KnowThyCustomer

- Name- Filed documents- Relevant details- Business relationship- Past transactions- Open complaint(s)- Past feedbacks- Recent events

Know your customers before reaching out to them! Understand them when they reach out to you!

Banks need to do more…much more…

You’ve got to start with customer experience, and work backwards to technology.

- Steve Jobs

System Tasks

HumanTasksBack office and Process

Orchestration

Integration with Databases & Systems

• Silo’ed business systems• Predefined workflows• Standard Business Rules• Loose customer context

Unhappy Customers Unhappy

Employees

The problem lies in your business processes!

Robust Service Architecture#Complement

- Common Infrastructure- Existing IT Environment- Business Process- Business Rules- Customer Data- Security- Scalability

#Experience

- OmniChannel- Communication- Mature Line of Business- Unified Interface- Configurability- Mobility

#Target

- Monitoring- Compliance- Reduction in TAT- Intelligent Cross Selling

Efficiency, Agility, Responsiveness

Virtual Shared Services

#Beyond Effectiveness

- Contextual operations- Distributed & Connected- Improved Utilization- Operational Throughput- Customer Centric

#Beyond Knowledge

- Case Management- Intelligent Systems- Collaborative- Faster Decisions- Agility

#Beyond Processing

- Robotics Process Automation- Straight Through Processing - Auto-Improvement Rules- Updated Business Process

• Multi-channel and multi-form engagement

• Cross-Channel Business Process Continuity

• Seamless Mobile extensions of process transactions

• Seamless Content Integration with mobile interfaces

Contextualization and Orchestration

Integrated Content

Management

• Create Context through Integrated Content Management

• Carry context through the processes

• Enable interfaces with right content and right context

Contextualization and Orchestration

Straight through System Tasks

Integrated Content

Management

• Better Automation of Straight-through system tasks with built-in business rules

• Difference is the access to “context”

Contextualization and Orchestration

Straight through System Tasks

Straight Through Human Tasks

Integrated Content

Management

Robotic Process Automation

• Automation of Mundane, repetitive human tasks through Robotic Process Automation

• 24x7 Operations with lesser errors

• Enablement through Virtual SSC and seamless Process Orchestration

Contextualization and Orchestration

Straight through System Tasks

Straight Through Human Tasks

Integrated Content

Management

Knowledge Worker Tasks

Case Management

Robotic Process Automation

• Flexible Processes through Case Management• Knowledge Worker Empowerment• More Effective and Contextual Response

Customer Communication Management

Contextualization and Orchestration

Straight through System Tasks

Straight Through Human Tasks

Integrated Content

Management

Knowledge Worker Tasks

Case Management

Robotic Process Automation

• Contextual Customer Engagement through CCM

Customer Communication Management

Contextualization and Orchestration

Straight through System Tasks

Straight Through Human Tasks

Integrated Content

Management

Knowledge Worker Tasks

Case Management

Robotic Process Automation

Happy Customers

Happy Employees

Customer Experience needs Customer-centric Business Processes!

Delight Your Customers

Be Faster than The Fastest

Make your Business Infinite

Leverage Robotic Process Automation.Empower your knowledge workers.Virtualize your Shared Services.

Thank you. www.newgensoft.com

About NewgenNewgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM) and Case Management, with a global footprint of 1300+ installations in more than 61 countries with large, mission-critical solutions deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2013. Newgen has been assessed at CMMi Level3.

Write to us:USA & CANADA: info@newgensoft.comINDIA: corpmktg@newgensoft.comAPAC: asiapac@newgensoft.comEMEA: emea@newgensoft.com

For sales enquiry, dial:USA & CANADA: +1 (202) 800 7783INDIA: +91 11 40773769APAC: +65 3157 6189EMEA: +44 (0) 2036 514805, +973-1-619-8002 www.newgensoft.com

CUSTOMER EXPERIENCEBeyond processes of today!