why customer experience, again? - sap-digitalmktg.com · 2016-04-04 · focus on the customer...

1 | Copyright © 2015 Deloitte Development LLC. All rights reserved.

WHY CUSTOMER EXPERIENCE, AGAIN?March 2016

THE COMMODITY BUSINESS

THE GOODSBUSINESS

THE SERVICEBUSINESS

THE EXPERIENCE BUSINESS

THE TRANSFORMATION BUSINESS


70% of buying experiences are based on how the customer feels they are being treated.

A customer is 4x more likely to defect to a competitor if a problem is service related than price or product related.

Repeat customers spend over 214% more in individual purchases than new customers.

YES,EXPERIENCEMATTERS


ELEMENTS OF DIGITAL TRANSFORMATIONWhen considering disruption we can look at 4 broad areas of potential impact.

StrategicDisruptors

Technologies, business models,

operating models, competitors,

and ecosystems.

Transform interactions and

engagement models between

internal and external stakeholders (customers, clients, employees,

alliances, regulators) through

digital services and channels.

Experiences

The human interactions,

emotions, feelings, influences

that drive visual, behavioral, and

contextual engagement of

employees and customers alike.

New innovations through products and services, campaigns

and brand experiences, and value

creating ecosystems.

OperationalEvolution

Operational structures,

compositions, and mindset

changes required to adapt and

create opportunities in the digital

era.

Create environment that facilitates more effective

customer and employee

experiences.

EngagementPlatforms

Understand infrastructure, data,

harvesting information from

many sources and providing

customers access to better

information with greater

transparency. Eliminating points of inefficiencies. Digitize

processes, and provide digital

capabilities to remove

impediments.


STRATEGIC VIEW


2. C REA TE AGILE EX ECUTION

Learn to develop and try ideas

in short iterative sprints with

empowered teams. Treat digital initiatives like R&D.

1 . THI NK EX P ONENTIALL Y

Set bold goals to achieve

factors of 10X impact. Defeat

incrementalism within your organization. Allow failure.

3. S HI FT THE C ULTURE

Acquire and hire edge teams

to bring design thinking,

mobile, digital, creative, and disruptive ideas.

4. P ROTEC T THE P EOP LE

Insulate digital teams from

layers of bureaucracy, policies,

or other compromises not found in a start-up culture.

6 . F I ND NEW I DEA S

Look for new ideas to solve old industry issues and customer problems. Don’t be limited by the status quo.

5. P UT THE C US TOMER F IRST

Focus on the customer experience. Make customer value and delighting the customer the #1 priority.

7. US E DES I GN THI NKING

Design is the new differentiator in digital. Diverse teams led by design thinking will create an amazing impact.

8 . FOC US ON V A LUE

Don’t get distracted by all the digital shiny objects. Focus on revenue, key metrics, and follow the money.

THE 8 GREAT TRAITS OF A DIGITAL BUSINESS


EXPERIENCE DESIGN


NEW BUSINESS MODELS REQUIRES NEW JOURNEYS

Journeys and Engagement

• Customer segments, needs

and preferences

• Drivers of loyalty• Value proposition

Business PerformanceBusiness Operations

• Demonstrate value proposition at all points of

customer engagement

• Customer and digital engagement technology• Organization design and integration

• Analysis of loyalty drivers

• Customer engagement effectiveness

• Business operations effectiveness• Value delivered


ENGAGEMENT PLATFORMS


THE ENGAGEMENT MUST BE ONE

Marketing Sales & Operations Service Customer LoyaltyFulfillment Payment

Analytics & Insight

SOCIAL MOBILE WEB CLOUDContextual and Integrated across Customer Touch Points

Wearables i-Beacons In Person Gaming Machine to Machine

Profile GenerationLocalized

PromotionsVirtual Customer

Service Mobile AppsPersonalization/

RecommendationsRecognition

ProgrameCommerceMobile Payments

Social Media Interaction Cloud CRM

Single CustomerView

CommunityEngagementCloud ERP Digital Content

Regional SpecificFlavors

Recommendation Economy

Adaptive Design Cloud Orchestration Real-Time DevOpsAmbien Computing/

Internet of ThingsIn-Memory Solutions

Advanced Visualization

Predictive / Cognitive Analytics

Customer Master Product Catalog Order Management Case ManagementCRM Supply ChainFinancials

Enablers

Platform Orchestration


WE’LL REIMAGINE YOUR FUTUREDeloitte Digital is creating a new model for a new age—we’re a creative digital consultancy. We combine leading digital and creative capabilities with the deep industry knowledge and experience Deloitte is known for. That means clients can bring us their biggest challenges, knowing we have what it takes to bring a new business vision to life.


Left brain, meet rightTechnology. Industry.

Solutions.

First came Deloitte: logical, rational,

analytical, and objective. Left-brain means a dependable, trusted standard of excellence.

These characteristics contribute to a global

practice defined by leading-edge business,

systems integration, and enterprise

technology capabilities.

Right brain, meet leftCreative. User Experience. Voice of the Customer.

Enter Deloitte Digital: creative, agile,

intuitive, eclectic, and forward-thinking. In true right-brain fashion, the small,

collaborative agency combines creative

insight with mobile know-how to create

innovative solutions. Together, we aim to

change the face of business as usual.

MEETING OF THE MINDSDeloitte Digital is grounded in deep technical expertise and industry knowledge –enhanced by exceptional creative and user experience design skills – to provide our clients with the right approach and team for the job


WHERE WE ARE

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Delivery CenterHub

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5500+GlobalHeadcount

1100+USHeadcount

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41K+APAC

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202K+Global

150+Countries

Deloitte Digital Footprint Deloitte Footprint


MEET OUR CLIENTS


ANALYST RECOGNITION

The leader in Digital Customer Strategy and Experience Consulting

- Kennedy

Based on capability and strategy. Source: Kennedy Consulting Research & Advisory; Digital Customer Strategy & Experienc e Consulting; Kennedy Consulting Research & Advisory estimates © 2015 Kennedy Information, LLC. Reproduced under license.

Worldwide leader in Digital Strategy Consulting Services for Digital Products & Services

-I D C

B a se d on c a p a b i l i ty a n d s tr at eg y. Sou r ce : ID C M a rk et Sca p e: Wor ld w id e D ig i t al E n te rp r is e S tr at eg y C onsu l t in g : D ig i ta l P r od u c t s a n d S er vi ces 2 0 1 5 Ve n d o r A s ses sm en t b y M i ch ae l Ve r sa c e , A ug u s t 2 0 1 5 , ID C # 2 5 8 5 4 7

Global leader in CRM Services

- G a rtn e r

B a se d on c om p le te n es s o f vi s i on a nd a b i l it y t o e xec u te . S ou r c e : G ar tn e r, M ag i c Q u a d ra nt f o r C RM S e rvi ce p r oviders, Wor ld w id e , P at ri c k J . S u ll i va n , E d T h om pson , 1 0 N ove mb e r 2 0 1 4

Worldwide leader in Digital Enterprise Strategy Consu lting Serv ices for Customer and Brand Engagement

- I D C

B a se d on c a p a b i l i ty a n d s tr at eg y. Sou r ce : ID C M a rk etScape: Wor ld w id e D ig i t al E n te rp r is e S tr at eg y C onsu l t in g : D ig i ta l P r od u c t s a n d S er vi ces 2 0 1 5 Ve n d o r A s ses sm en t b y M i ch ae l Ve r sa c e , A ug u s t 2 0 1 5 , ID C # 2 5 8 5 4 7

Worldwide leader in Digital Enterprise Strategy Consu lting

- I D C

B a se d on c a p a b i l i ty a n d s tr at eg y. Sou r ce : ID C M a rk et Sca p e: Wor ld w id e D ig i t al E n te rp r is e S tr at eg y C onsu l t in g S er vi ce s 2 01 5 Ve n d o r A s se s sm e n t b y C u shin g A n de rson a n d M et te A ho r l u , A u g u s t 2 0 1 5 , ID C # 2 5 4 6 79

Leader in B2B Global Commerce Services

- Fo rre s te r

B as ed o n s t rateg y and c u rren t o f f er ing . So u rc e: F o r res ter R es earc h, F or rester Wav e™: B 2 B G lo bal Co m m erc e Serv ic e Pro v id er s, Q 1 2 0 15 , An dy Ho ar , Ad am S ilv erm an , F eb ruary 9 , 2 0 15

Leader in B2C Global Commerce Services

- Fo rre s te r

B a se d on s t r a t eg y a n d cu r re n t o f fe r in g . S ou rc e: F o r r e s t e r R e sea rc h , Fo r re s te r Wa v e™: B 2C G lob a l C om m e r c e S er vi ce P rovid er s , Q 1 2 0 1 5 , A da m Si l ve rm an , A n d y H oa r , F e br u ar y 9 , 2 0 1 5

Worldwide leader in Digital Strategy Consulting Services for Digital Operations - IDC

Based on capability and strategy. Source: IDC MarketSc ap e: Worldwide Digital Strategy Consulting: digital Operations 2015 Vendor Assessment by Michael Versace, August 2015, IDC #2548553.

Global leader in Mobile Enterprise Apps Services

- Forreste r

Based on strategy and current offering. Source: Forrester Research, Forrester Wave™: Mobile Enterpris e App Services Providers— L arge Providers, Q1 2015, Liz Herbert, Jeffrey S. Hammond, March 4, 2015

Worldwide Leader in CRM and Customer Experience Implementation Services.

- Gartner

Based on abilit y to Execute. Source: Gartner, Magic Quadrant for CRM Servic e providers , Worldwid e, Patric k J. Sullivan, Ed Thompson, 5 January 2015.


HOW WE WORK, WITH SAP


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Copyright © 2015 Deloitte Development LLC. All rights reserved.

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THANK YOU.Contact us.

www.deloittedigital.com

Andrea Laurenza

Head of Deloitte Digital Italy

[email protected]

why customer experience, again? - sap-digitalmktg.com · 2016-04-04 · focus on the customer...

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