CX… stuck in the mud? - engagecustomer.com€¦ · • Often Stuck in the mud –picture wheel stuck When it goes really really wrong ...
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CX… stuck in the mud?
Claire Sporton, SVP, CX Innovation, Confirmit
claire.sporton@confirmit.com
@clairesporton
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
CX… stuck in the mud?
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 3.Source: CX quality can affect stock performance Dylan Czarnecki and Rick Parrish - Period Oct 3 2016 – Oct 2 2017
17%
S&P 500
The CX Promise
CX
Laggards
3%
32%
CX
Leaders
Forrester 2018 - Stock Price Growth Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 4.Source: State of the Nation – Time to Get Real, Claire Sporton Confirmit, Steven Hurst, Engage 2017
Defining success
30
55
80
3 4 5 6 7 8 9
Demonstrable ROI (0-10)
Incr
eas
e I
nve
stm
en
t (%
)
Media & Advertising
Hardware / Software
Business ServicesPublic Services
Consultancy Services
Consumer Retail
Manufacturing & Construction
Travel & Transport
Financial Services
Utilities
Automotive
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 5
Empower people to improve their world
Delivering on the CX promise
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Decision Maker Meeting Notes
Survey results
Behaviors - e.g. Usage
Social media
Voice transcripts
End User Chat Sessions
Formalcomplaints
Revenue Trends
Operationalmetrics
6
Delivering on the CX promise
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 7
When it goes right…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 8
When it goes wrong…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 9
When it goes wrong…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 10
When it goes wrong…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 11Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 11
• Often Stuck in the mud – picture wheel stuck
When it goes really really wrong…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 12
When it goes right…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 14
Richer Insights
Understanding yourunique landscape
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 15
Product/Service
Relationships
Product & Service▪ Value proposition▪ Customer journey▪ Internal silos
Relationships▪ Number of client contacts▪ Geographical spread▪ Channels / Routes to market
Richer Insights
15
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 16
Differentiation
Volume Scale
Silos
Product/Service
Richer Insights
Relationships
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 17
Differentiation
Volume Scale
Silos
Product/Service
Richer Insights
Relationships
Differentiation▪ Delivering to personalized expectations ▪ Driving consistency ▪ Ensuring profitability▪ Potentially fewer but higher value clients
Volume▪ Managing “many to many” relationships▪ Enabling relationship owners▪ Consistency across the relationship▪ Internal trust with control
Silos▪ Simplifying/shortening buying cycle▪ Consistency across the journey▪ Managing outsourced functions▪ Bringing together data from across the
business / legacy systems
Delivering on the CX Promise
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
yourCLIENTS
What matters to…
Smarter Decisions
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
yourCLIENTS
yourBUSINESS
What matters to…
Smarter Decisions
Procurement
End Users
Decision Maker
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
What matters to…
Smarter Decisions• New customers
• Process
improvement
• Customer centricity
COST
REVENUE
CULTURE
• Share of Wallet
• Reduce churn
• Compliance/
Consistency
• Cross functional change
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
What matters to…
Smarter Decisions
I need you to be easier to do business with
I want timeliness for my orders
• New customers
• Process
improvement
• Customer centricity
COST
REVENUE
CULTURE
• Share of Wallet
• Reduce churn
• Compliance/
Consistency
• Cross functional change
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Delivering on the CX Promise
Empower people to improve their world
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 25Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 25Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 26Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 27
Faster Actions
The right action, right person at the right time
Accelerate action and change
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
enable decision making at the front line
intend to in next 3 years
2017 Risk in review. Managing risk from the front line
Faster Actions
16%
63%
28
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Organizations as “machines”
The five trademarks ofagile organizations, Jan 2018
Faster Actions
Top-downhierarchy
Bureaucracy
Silos
29
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Faster Actions
30
Focus on action
Cross functionalaccountability
Leadership drives directionand enables action
Organizations as “organisms”
The five trademarks ofagile organizations, Jan 2018
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Freedom within a framework
Faster Actions
31
Organizations as “organisms”
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Freedom within a framework
Faster Actions
32
Organizations as “organisms”
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Freedom within a framework
Faster Actions
33
Organizations as “organisms”
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Freedom within a framework
Faster Actions
34
Organizations as “organisms”
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |
Freedom within a framework
- Line of sight- Self correction- Peer support
Faster Actions
35
Organizations as “organisms”
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
When it goes right…
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
CX… Stuck in the Mud?
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
CX… Delivering on the promise
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
CX… Delivering on the promise
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 40
Claire Sporton, SVP, CX Innovation
claire.sporton@confirmit.com
@clairesporton
Thank you
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
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