Becoming a Customer-Centric Enterprise Via Real-Time Data and Design Thinking

Becoming a Customer-Centric Enterprise via Real-Time Data and Design Thinking

Mike Rowland, Director CX Strategy, West Monroe Partners

Kartavya Jain (KJ), Product Marketing Manager, DataStax

January 2018

BUSINESSCONSULTANTS

DEEPTECHNOLOGISTS

© 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.


Data driven CX helps Sr. Executives and Boards build business value with strategies for what’s next to

accelerate their organization to sustainable advantagein the marketplace.

ACCELERATING TO ADVANTAGE


The Challenges are Real. THE SHIFT IS UNDERWAY

EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…

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Keep your finger on the pulse of the customer.

Develop an organization focused on data driven decisions.

Organize in a flexible manner to react nimbly to market needs.

Customer expectations are changing faster than ever.

Accelerating technology and data driven capabilities are disrupting markets.

Organizational structures are unable to effectively meet the needs of a changing market.

ORGANIZATIONS ARE FACING FOUNDATIONAL MARKET ISSUES IMPACTING THEIR ABILITY TO COMPETE.


To Accelerate, Organizations Must be Built on a Foundation of Customer Experience

WHY CX?

EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…ACCELERATING

BUSINESS VALUE

ACCELERATING TO ADVANTAGE results when executing on

customer experience becomes a clear differentiator that delivers

higher revenues and profits.

BUILDING

STRATEGYInformed by research & insights

PROGRAMSDelivered through digital channels

TECHNOLOGYEnabled by digital platforms

ANALYTICSUsed to inform your strategy

PR

OC

ESS

LEADERSHIP

GOVERNANCE

PEO

PLE


Achieving Customer Experience Success is a Journey to Unlock Value

CX MATURITY

Differentiate

Optimize

Elevate

Repair

Economic Value

Inefficient

Coordinated

Data Driven

Competitive Advantage


Value must be balanced between the customer and your organization

CX Value


And that’s where measurement becomes important…

CX Value

Improved Customer Experience

Improved Employee Satisfaction

Improved Operations to our Customers

Cost Savings & Growth Opportunities

Overall Satisfaction

Customer Effort

Customer Success

Customer Touchpoints

Overall Satisfaction

Empowerment

Employee Success

Retention Rate (%)

Digital Self-Service Activity

Website Activity

Process Efficiencies

Fulfillment Improvements

Increased Share of Wallet ($)

Key Customer Retention Rate (%)

Key Customer Profitability ($/%)

“Are we providing value that meets the

needs of our customers?”

“Are our employees empowered to deliver

those benefits?”

“Are our operational metrics improving as a

result?”

“What is the economic value of our

improvement?


AES – WMP CX CollaborationCUSTOMEREXPERIENCE

“To deliver a better customer experience we’re going to have to be much more externally focused, and it’s not just IT, not just customer service – it has to be the whole company.” Mike Collier, AES

ENERGY CONTROL


Barclaycard – WMP CX CollaborationCUSTOMEREXPERIENCE

“As engaged customers become happier customers, we’ve been able to benefit from a lower cost of serving our customers.” Sylvia Veitia, Head of Customer Experience, at Barclaycard

ENEY CONTROL


Design Thinking uncovers customer experience opportunities using a collaborative approach

CUSTOMER-CENTRIC FOCUS

“Design Thinking” is a well-defined process for driving creativity and innovative solutions for our customers and employees

DEEPEN Methodology

Understand the customer’s POV

through data driven personas

and journey maps

Define the issues & potential value

beginning with your North Star

Ideate future state solutions

that unlock business value

Develop a roadmap to

activate your vision

Build, test and deploy.

COLLECT DATA TO ITERATE!

Define Empathize Envision Plan Enact


Your CX Starting Point

THE JOURNEY TO VALUE STARTS HERE

IDENTIFY THE NORTH STAR

The foundation of value acceleration is your customer promise, or North Star and how you deliver value to your customers.

Through the lens of the North Star, your strategy moves from repairing customer touchpoints to differentiating on customer experience.


CLOSING The West Monroe Commitment

Business acumen with technical expertise

Focus is to achieve sustainable value

Collaborative teamwork

Knowledge transfer of CX tools and techniques

Strong track record delivering value to our clients

Thank You

A unified CX data layer of database, search, and

analytics, that enables enterprises to:

• Innovate by using our data platform to gain a

holistic view of all customers

• Accelerate their customer experience initiatives

• Mitigate risk and increase flexibility for critical

customer experience initiatives

DataStax Enterprise is powering the

Right-Now Enterprise

Becoming a Customer-Centric Enterprise Via Real-Time Data and Design Thinking

Data & Analytics

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