CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
2SPRINT CX DRIVERS : CEO PRESENTATION |
CREATE AN INDUSTRY LEADING CUSTOMER EXPERIENCE
CUSTOMER CHURN WAIT TIMES
LAUNCH COMPLEXITY
SATISFACTION/SPS TAKE/CLOSE RATES
CROSS AND UP-SELLS
CUSTOMER EXPERIENCE TECHNOLOGY INVESTMENTS
EXPERIENCE INITIATIVES
OPTIMIZE INCREASE REDUCE
COMPETITORS AND OTHER RETAILERS ARE FACING THE SAME CHALLENGE: ENABLING THE RIGHT EXPERIENCE. THE WINNERS WILL BE THOSE THAT FIGURE OUT HOW TO GROW ALL CHANNELS IN
CONCERT AND DELIVER A SEAMLESS ENGAGEMENT MODEL.
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MOVING TOWARDS THE FUTURE CXCURRENT STATE CX ANALYSIS
SYSTEMATIC CX DESIGN
CX IMPROVEMENT EXECUTION
CHANNELS Human Digital
Physical
PEOPLE Customers Employees Leadership
METHODS CX Tech Architecture Customer Journeys
ACTIVITIES Concept Prioritization &
Funding Tech & Partnership Selection
Governance & Tracking Retail & Digital Transformation
CX DESIGN & THEORY VALIDATION
} }SOLUTIONS CX Drivers
CX Concepts Future State Blueprint
CURRENT STATE USER INTENTS ACROSS CHANNELS
4
5SPRINT CUSTOMER EXPERIENCE : CEO PRESENTATION |
PAIN POINTS
COMPLEXITY
INCONSISTENCY
FRAGMENTED CUSTOMER DATA
NOT ANTICIPATING NEEDS
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Map CX pain points – internal, external, across channels – to key CX Drivers aimed at removing the root causes SIMPLICITY
TRANSPARENCY & CONSISTENCY
ANTICIPATORY SERVICE
PERSONAL RELATIONSHIP
CX DRIVERS AS SOLUTIONS
6
7SPRINT CX DRIVERS : CEO PRESENTATION |
CUSTOMER EXPERIENCE BUSINESS TARGETS
EXTREME SIMPLICITY
TRANSPARENCY & CONSISTENCY
PERSONAL RELATIONSHIP
ANTICIPATORY SERVICE
DRIVE TO DIGITAL & SELF-SERVICE
REDUCE TRANSACTION TIMES
IMPROVE CUSTOMER EXPERIENCE
SIMPLIFIED VALUE PROPOSITION
21
CX DRIVERS
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Journeys & Blueprints
8
39 FUTURE STATE CX CONCEPTS
10
SOCIAL REFER-A-FRIEND
CREDIT CHECK FIRST
REAL-TIME COVERAGE MAP
WIFI SPOTS
SPRINT CHAMPION
UNLIMITED VIDEO CHAT
STAIRWAY TO POSTPAID
YOU FORGOT IT,WE GOT IT
PLAN & SIMPLE
SPRINT STORK
HUMANIZING LEGAL
INVENTORY & DELIVERY TRANSPARENCY
SPRINT 3PO
SPRINT OPENWORLD 2.0
COMPARISON & QUOTE TOOL
SPRINT ON DEMAND
SAME DAY
3-5 DAYS
1 DAY
DYNAMIC BILL
$160
NETFLIX
SPOTIFY
HULU
24/7 PLAN OPTIMIZATION
LET’S GET PHYSICAL
FAMILY ALLOWANCES
FIRST 30 DAYS PEACE OF MIND
HEY JACKIE!YOUR BILL IS UP
PAY NOW
VIEW BILL
SPRINT ZONE 2.0
SPRINTAVERSARY
5years
SPRINT WELCOME
SPRINT-O-MATIC
BILL SPLIT
LISA
$200
ROB
DAN
REQUEST
REQUEST
REQUEST
EASY TRAVEL
SPRINT ORACLE
SPRINT EASY PAY 2.0
WAVE 0 WAVE 1 WAVE 2
BASELINE CX
ABOVE AVERAGE CX
INDUSTRY- LEADING
CX
VALUE DRIVEN CX IMPLEMENTATION
SPS, REVENUE, CLV
PLAYBOOK 2.0
SPRINT COMMUNITY 2.0
NO CUSTOMER LEFT BEHIND
SEAMLESS HANDOFFS
BOOMERANG
SPRINT ROVER
FULL SERVICE CORPORATE
STORE
CONCEPT MAPPING
UNIFORM PERISCOPE CANARY
SOCIAL REFER-A-FRIEND
11SPRINT CX DRIVERS : CEO PRESENTATION |
TECHNOLOGY ALIGNMENT APPROACH
ALIGN TECHNOLOGY ENABLERS TO CX
CONCEPTS
IDENTIFY TECHNOLOGY OPTIONS FOR KEY FOCUS
AREAS
DEFINE REFERENCE ARCHITECTURE AND INITIAL FOCUS AREA CAPABILITIES
DEFINE IDENTIFY ALIGN
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12
CX Roadmap & Governance
13
Confidential Page 14
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