the changing nature of customer experience€¦ · redesigning your whole stack - open digital...
TRANSCRIPT
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Vice President, AI, Data Analytics & Customer Experience
Aaron Richard Earl Boasman-Patel
The changing nature of customer experience
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The need of the customer is rapidly changing
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Generation C
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Customer Experience is driving digital transformation
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Customer Experience Counts – Remember your customers previous experiences
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Poor customer experience saw churn at 6% - 600 million
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Customers want human contact …
71.4% of respondents last interaction with their service provider was via voice call
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• 58% - happy to use a chatbot if it resulted in a more efficient response
• 78% - would be happy to use a messaging channel as long as the query was simply acknowledged
However, change is coming…. behaviours change…
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Stay ahead of the curve and embrace AI to give a better customer experience
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What are the biggest drivers of AI for CSPs?
* Source: TM Forum 2017.
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Where AI Can help?
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Cognitive contact center
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AI Use Cases for Customer Centricity C
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Intelligent care use cases
BillingProactively
address billing-related issues
such as an abnormal fee, first
bill experience, etc…
DevicesSupport
self-installation of new equipment,
configuration, identify issues
with equipment, predict
equipment failures
RetentionReal-time churn
prevention –identify behaviorsand patterns that lead to potential
churn
CollectionAssist customers
in avoiding negative billing and payment
situations
NetworkReal-time
detection of quality-of-service incidents, such as network outages,
dropped calls, etc…
* Source: TM Forum based on Amdocs illustration.
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AI Use Cases for Customer Centricity C
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Intelligent marketing use cases
Onboarding
* Source: TM Forum based on Amdocs illustration.
Education &guidance
Win back
Usage & activity simulation
Mobile app engagement
Household engagement
Price plan migration
Digital service adoption
Multi-play cross-sell
Surprise & delight
Loyalty
Handset upgrade
Content and OTT upsell
Household shared services
Recommitment
Roaming
Onboarding Ongoing Churn prevention & retention Win back Cross stages
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AI Use Cases for Network and Service Management
Autonomous networks have potential
* Source: TM Forum based on data from the World Economic Forum.
30%Reduction in mobile
infrastructure spending
$46 billionSavings in customer acquisition costs and lost revenue through
better network performance
$9 billionIn operating profit from
reduced frequency and duration of network outages
$14 billionGenerated from the sale of
self-organizing network solutions
30,000 tonnesIn CO2 emissions saved globally because of fewer field visits
$12 billionIn consumer benefits from CSPs passing network cost-savings on
$27 billionCumulative cost-savings for the telecom industry over the coming decade
2.5 billion hoursSaved and $3.8 billion in productivity gains through reduction in dropped calls
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Redesigning your whole stack - Open Digital Framework: A Comprehensive Program
Digital Provider domain Partner domains
AI Enabled OperationsReal-time decision & execution
Open Digital ArchitectureFrom legacy support systems to cloud-native production systems
Infrastructure (virtual/hybrid)From hardware to software
Open APIs simplify partner on-boarding, interoperability and SLA management across ecosystems
ODA defines a dynamic, component-based
architecture, delivering operational agility and
enabling a new broader SaaS market for vendors
Standard northbound Open APIs enable success of Open
Source projects
Distributed Ledger Technology
(DLT/Blockchain)
AI Program defines data model, intent-based
management, APIs and so on
DLT’s potential to transform ownership within existing business and across new
ecosystems, being researched by Catalyst Program
Physical operations are improved through use of
AI-driven AR/VR, researched in Catalyst Program
AI Enabled Operations
Open Digital Architecture
Infrastructure
Standard data and intent models defined by AI Program simplify governance for AI to
AI interactions
ODA reference architecture simplifies partner onboarding
by reducing customization
End-to-end ecosystem management enables
experimentation with new business models, including
federation
Frameworx (eTOM, SID) business and information models evolved for digital
operations
Simplify and overhaul out of date procurement approaches that block
innovation and progress
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AI Augmentation is the future
A study from Oracle and Future Workplaceshows that 93% of people would trust orders from a robot at work, while all the respondents agreed that AI will have a positive impact on their organization.
93% 59% 50%
Operational efficiencies
Enabling faster decision-making
Significantly reduced costs
45% 37%
Enabling better customer experiences
* Source: Oracle and Future Workplace.
Trust orders from a robot
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The challenge is here…
The challenge is real, it is here and it is now!
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How to improve your customer’s experience?
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[email protected]+44 7903 313105
Aaron Boasman-PatelVP, AI, Data Analytics & Customer Centricity Program
Let’s Collaborate!