shaping your customer’s experience in the digital age · improving user experience. before...
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Shaping your customer’s experience in the digital age
Real life User Experience Design
Transformation of an existing service automating all requests and improving user experience.
Before Transformation
VS After Transformation
8000Requests/month
12000
5 DaysAverage “Time to
Implement”0.1 Day
10 DaysMax “Time to Implement”
2 Days
5%Rework rate
2%
Customer Satisfaction
Shaping your customer’s experience in the digital age2
?
Real life User Experience Design
Transformation of an existing service automating all requests and improving user experience.
Before Transformation
VS After Transformation
8000Requests/month
12000
5 DaysAverage “Time to
Implement”0.1 Day
10 DaysMax “Time to Implement”
2 Days
5%Rework rate
2%
Customer Satisfaction
Shaping your customer’s experience in the digital age3
01
Shaping your customer’s experience in the digital age4
Customers expectations
02 The dilemma
Make it happen03
Shaping your customer’s experience in the digital age5
Customer expectations01
1
3
5
2
4
Provider Intimacy
Increased throughput
Speed
Quality
Reduced price
01
Shaping your customer’s experience in the digital age6
Customers expectations
02 The dilemma
Make it happen
Summary
03
TShaping your customer’s experience in the digital age7
Customer Intimacy
Speed
Quality
The dilemma for the provider02
To ensure cost saving, increase throughput, speed and quality, AUTOMATION has to be implemented or increased
AUTOMATION reduces customers interactions
+
-
Service Delivery might be different !Loss of connectivity . Loss of feedback . Loss of opportunities?
01
Shaping your customer’s experience in the digital age8
Customers expectations
02 The dilemma
Make it happen03
Shaping your customer’s experience in the digital age9
Make it happen
Perception Management
• Customer Surveys
• Workshops
Technology support
• Chatbots
• Portals
• Data Analytics
Governance
• Awareness
• Outside In view
03
Shaping your customer’s experience in the digital age10
Your contact Tobias StolzTobias.stolz@soprasteria.com
Contacts
Your contact Gabriel Thiercelingabriel.thiercelin@soprasteria.com
Shaping your customer’s experience in the digital age11
Thank You.
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