DELOITTE GLOBALLeading global client experience in a matrixed organizationJen Miller and Dorsey McGlone

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DELOITTE GLOBALLY 2016

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INTEGRATE ACROSS A BROAD SPECTRUM OF CAPABILITIES

AUDIT* FINANCE HUMAN CAPITAL LEGAL OPERATIONS RISK STRATEGY TAX* TECH

• Audit of Financial Statements

• Accounting Advice• Due Diligence• Event Consultation• Finance Transformation• GIOS/IFRS• Internal Control

Reporting • Regulatory Reporting

• Capital/Debt Advisory• Capital Projects &

Infrastructure• Corporate Financial

Advisory• eDiscovery• Forensic and Dispute

Services• Mergers and

Acquisitions• Real Estate Advisory• Restructuring

Services• Transaction Services• Valuation Services

• Actuarial & Insurance Services

• Actuarial Modernization• Advanced Analytics

& Modeling• Culture Change• Economic Capital Modeling• Global Mobility• HR M&A Due Diligence and

Change Support• HR Outsourcing• HR Service Delivery• HR Technology Strategy &

Implementation: SAP/Success Factors/Workday/Oracle

• HR Transformation and Shared Services

• Leadership• Learning Solutions• Organizational Design• Organizational

Transformation• Performance & Pay• Solvency II• Strategic Change• Talent Sourcing• Talent Strategies for

Growth Markets• Technology Adoption• Workforce Analytics

• Corporate and M&A

• Commercial law• Employment &

Pension• Regulated

industries• Tax controversy

• Business Model Transformation

• Contact Center Strategy & Processes

• Divestiture• Enterprise Cost

Management• IFRS• Industry Operations• Infrastructure

Management• Integration• Lean Operations• Logistics and Distribution• Outsourcing Advisory• Restructuring • Revenue Enhancement• Shared Services • Sourcing and Procurement• Supply Chain

Management• Supply Chain Planning• Supply Chain

Risk• Sustainability

& Energy• Tax Aligned

Supply Chain

• Application Integrity • Capital Markets• Contract Risk &

Compliance• Controls Transformation

& Assurance• Corporate Governance• Cyber Security• Data & Risk Analytics• Data Risk Management• Enterprise Risk Mgmt.• Governance Regulatory

and Risk• Identity & Access Mgmt. • Information & Controls

Assurance• Information Protection • Internal Audit• Regulatory & Compliance

Program Services• Regulatory Consulting• Resiliency & Crisis

Management• Risk Management• Risk Mgmt. Technologies

& GRC Technologies• Security & Privacy• Security Management• Sustainability & Climate

Change Services• Sustainability & Climate

Change

• Advanced Analytics• Business IT Strategy• Corporate & Business

Unit Strategy• Customer &

Marketing Strategy • Digital Strategy• Innovation• Mergers and

Acquisitions• Pricing & Profitability

Management• Program Leadership • Sourcing Advisory• Supply Chain

Strategy

• Business Tax Consulting

• Compliance & Reporting Services

• Tax controversy• Customs & Global

Trade• Global Employer

Services• High Net Worth

Individuals & Employed Wealth

• Indirect Tax• International Tax• Mergers &

Acquisitions• Private Company

Services• Research &

Development & Government Incentives

• Tax Management Consulting

• Transfer Pricing• Tax Technology

Consulting• Business Process

Solutions

• Analytics• Application

Management Services

• Cloud• Digital• Enterprise

Applications including Oracle, Salesforce.com, SAP, Workday

• Information Management

• IT Strategy• Mobile• Platform Architecture

& Infrastructure• Social• Systems Integration• Technology Advisory• Technology

Transformation Services including Finance Transformation, Customer Solutions, and Supply Chain Management

NOTE: The above list of services, including Tax and Audit advisory services*, is a representative sampling of Deloitte’s cross-functional capability. All of the services described may not be available from every Deloitte member firm.

4 |Copyright©2015DeloitteDevelopmentLLC.Allrightsreserved.

Turning customer feedback into business advantage: Deloitte and Medallia together help companies maximize their customer feedback opportunities, wire customer insights into every decision, and drive transformation from the customer perspective

ü #1consultancyacrossCXtransformationasrecognizedbyKennedy,Forrester,IDC&Gartner

ü Cross-industryexpertise,depthandbreadth

ü Globaldeliverymodel

ü PremierMedalliaimplementationandmanagedservicespartnerwiththeskillstooperationalizetheinsightsMedalliaprovides

ü Best-in-class,real-timeCustomerExperienceManagementplatform

ü Provenreturnforcompaniesacrossindustries

ü InnovationleaderinOCEMandtextanalytics

ü Industrypioneerinautomating,simplifying,andeducatingcompaniesonrespondingtoandactingoncustomerfeedback

Strategy

Insights

Industry Depth

Platform

Implementation

Innovation

Strategy.

IndustryDepth.

Implementation

Insights

Platform.

Innovation.

DELOITTE & MEDALLIA ALLIANCE

5 |Copyright©2015DeloitteDevelopmentLLC.Allrightsreserved.

Most customers are more than willing to provide companies with feedback and improvement recommendations, but are companies truly equipped to receive it, process, and act on it?

Traditionalandemergingcustomerfeedbackchannelspresenta

myriadofuntappeddata/opportunities,but… …mostcompaniesarenot

equippedtocapture,process,analyzeandoperationalize

customerfeedback…

MissedOpportunities

Capture?

CustomerLoyalty

IncreasedWalletShare

OperationsEfficiencies

ProductInnovation

…leadingtomissedopportunitiestoservice

customers,driveaccountabilityacrossthe

organizationandultimatelydeliveronthebrandpromise.

A VIEW OF THE ORGANIZATION ONLY A CUSTOMER CAN PROVIDE

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OUR JOURNEY WITH CLIENT FEEDBACK

PAST FUTUREIrregular use of client feedback activities

Variability in frequency, level of rigor, and independence

Inconsistent documentation and use of client feedback

Routine, consistent execution of client feedback activities

Fully-scaled CX collection activities and processes

Integration of CX feedback with performance metrics

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GLOBAL TEAMS SPAN MULTIPLE COUNTRIES, BUSINESSES AND SERVICES TO MIRROR THE NEEDS OF COMPLEX, GLOBAL CLIENTS

UKBanking

IndiaTransportation

GermanyHeadquarters

CanadaManufacturing plant

USARetail stores

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MEDALLIA ALLOWS OUR LEADERS TO GET REAL-TIME INSIGHT ON CLIENT EXPERIENCE FROM ACROSS THE GLOBE

IndiaTransportation

USARetail stores

UKBanking

CanadaManufacturing plant

GermanyHeadquarters

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LESSONS LEARNED

Executive sponsorship and alignment across geographies and businesses drives internal adoption

Clear value proposition articulated for the client improves response rates

Appropriate infrastructure is needed to capitalize on the opportunity to become more customer-centric

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For the convenience of the reader, a member firm of DTTL in a particular country is identified in the body of this report by the word “Deloitte” coupled with a country name (e.g., Deloitte Greece), in lieu of using the actual legal name of the member firm of DTTL in that country. In many countries, services may be provided by the actual member firms but could also be provided in addition by—or solely by—subsidiaries or affiliates of the DTTL member firm in that country, which are often organized as separate legal entities.

Specifically, with respect to the United States, Deloitte LLP is the member firm of DTTL and does not provide services. Services in the United States are provided by Deloitte LLP’s subsidiaries; including Deloitte & Touche LLP, Deloitte Tax LLP, Deloitte Consulting LLP, and Deloitte Financial Advisory Services LLP. All of these US entities are referred to in this publication as “Deloitte US.” Certain services may not be available to attest clients under the rules and regulations of public accounting. Additionally, for the purposes of this publication only, individuals are identified by their name and the nomenclature discussed above for referring to a DTTL member firm, whether that individual is a partner, principal, shareholder, member, director, or employee of that DTTL member firm or one or more of its subsidiaries or affiliates (e.g., Paige Flanagan, Deloitte Ireland).

© 2017. For information, contact Deloitte Touche Tohmatsu Limited

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GLOBAL TEAMS SPAN MULTIPLE COUNTRIES, BUSINESSES AND SERVICES TO MIRROR THE NEEDS OF COMPLEX, GLOBAL CLIENTS

UKBanking

IndiaTransportation

GermanyHeadquartersCanada

Manufacturing plant

USARetail stores

12

MEDALLIA ALLOWS OUR LEADERS TO GET REAL-TIME INSIGHT ON CLIENT EXPERIENCE FROM ACROSS THE GLOBE

USARetail stores

For illustrative purposes

Germany Headquarters