Growing existing business with Customer Experience for Telcos

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Grow existing business with improved customer service experience

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We are facing tough challengesGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

Increasing competition and eroding margins

1. Commoditization

Nearly 7 billion mobile subscriptions worldwide

2. Saturation

Customers raise expectations beyond categories

3. High Expectations

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THE CHALLENGE:

Trust and engagement

Telcos are inevery pocket

But people arenot engaged

The lost connection

Layers of engagement04 N

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Emotional

Cognitive

Physical

DREAM & ASPIRATIONSMEANINGFULPLEASURABLE

USEFULEASE OF USE

RELIABLEFUNCTIONAL

1990 Today Future

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Customers are more connected, smart and demanding than everGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

Every day you are loosing out04 N

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Exponential growth of connectivity fuels

the opportunity

TIME

PEOPLE-DRIVENto ∞7

DRIVING PEOPLEfrom

Fundamental shift in perspectiveGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE

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@ST_M

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SERVE EXISTINGBEHAVIOURS

TAP INTONEW DESIRES

GREATER PRESENCE

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How can you be present across life? Can you add value where your customers are and become associated with the good things people enjoy?

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1. GREATER PRESENCE2

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Some 70 million people are aged over 60 in Europe today.

What are their needs? Can you serve them better?

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INT

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2. SERVE EXISTING BEHAVIOURS

1. GR

EA

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2. S

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EX

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BE

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3. TAP INTO NEW DESIRES

Customers are showing us the way.

Can you co-create with lead-users or probe customers with new ideas to find and leverage growth opportunities?

SERVE EXISTINGBEHAVIOURS

TAP INTONEW DESIRES

GREATER PRESENCE

12

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VEMBER 2015 –

@ST_M

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GROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE