Customer Experience - Beyond Processes Of Today
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CUSTOMER EXPERIENCE Beyond processes of today!
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Transcript of Customer Experience - Beyond Processes Of Today
CUSTOMER EXPERIENCEBeyond processes of today!
70% consult family & friends33% change their main bank
80% maintain accounts in 2 banks
Banking is commodity!
3 APPLES CHANGED THE WORLD
3 APPLES CHANGED THE WORLD
… and it’s always been about EXPERIENCE!
3 APPLES CHANGED THE WORLD
… beyond the normal – THE NEW NORMAL!
The third led to Digital Disruption!
Digital is in everything your customers do today.In how they transact, in how they entertain, in how they unwind,in how they think,in how they experience!
But…
Beyond devices…Beyond personalization…Beyond virtualization…What experience do you deliver?
When products and offerings are same, Customer experience is the only differentiator.
#Customer#User#Audience#Target segment#Prospect#Reference#Member
“I’m not an ID, not a transaction!"
Its About the “ME” experience
#KnowThyCustomer
- Name- Filed documents- Relevant details- Business relationship- Past transactions- Open complaint(s)- Past feedbacks- Recent events
Know your customers before reaching out to them! Understand them when they reach out to you!
Banks need to do more…much more…
You’ve got to start with customer experience, and work backwards to technology.
- Steve Jobs
System Tasks
HumanTasksBack office and Process
Orchestration
Integration with Databases & Systems
• Silo’ed business systems• Predefined workflows• Standard Business Rules• Loose customer context
Unhappy Customers Unhappy
Employees
The problem lies in your business processes!
Robust Service Architecture#Complement
- Common Infrastructure- Existing IT Environment- Business Process- Business Rules- Customer Data- Security- Scalability
#Experience
- OmniChannel- Communication- Mature Line of Business- Unified Interface- Configurability- Mobility
#Target
- Monitoring- Compliance- Reduction in TAT- Intelligent Cross Selling
Efficiency, Agility, Responsiveness
Virtual Shared Services
#Beyond Effectiveness
- Contextual operations- Distributed & Connected- Improved Utilization- Operational Throughput- Customer Centric
#Beyond Knowledge
- Case Management- Intelligent Systems- Collaborative- Faster Decisions- Agility
#Beyond Processing
- Robotics Process Automation- Straight Through Processing - Auto-Improvement Rules- Updated Business Process
• Multi-channel and multi-form engagement
• Cross-Channel Business Process Continuity
• Seamless Mobile extensions of process transactions
• Seamless Content Integration with mobile interfaces
Contextualization and Orchestration
Integrated Content
Management
• Create Context through Integrated Content Management
• Carry context through the processes
• Enable interfaces with right content and right context
Contextualization and Orchestration
Straight through System Tasks
Integrated Content
Management
• Better Automation of Straight-through system tasks with built-in business rules
• Difference is the access to “context”
Contextualization and Orchestration
Straight through System Tasks
Straight Through Human Tasks
Integrated Content
Management
Robotic Process Automation
• Automation of Mundane, repetitive human tasks through Robotic Process Automation
• 24x7 Operations with lesser errors
• Enablement through Virtual SSC and seamless Process Orchestration
Contextualization and Orchestration
Straight through System Tasks
Straight Through Human Tasks
Integrated Content
Management
Knowledge Worker Tasks
Case Management
Robotic Process Automation
• Flexible Processes through Case Management• Knowledge Worker Empowerment• More Effective and Contextual Response
Customer Communication Management
Contextualization and Orchestration
Straight through System Tasks
Straight Through Human Tasks
Integrated Content
Management
Knowledge Worker Tasks
Case Management
Robotic Process Automation
• Contextual Customer Engagement through CCM
Customer Communication Management
Contextualization and Orchestration
Straight through System Tasks
Straight Through Human Tasks
Integrated Content
Management
Knowledge Worker Tasks
Case Management
Robotic Process Automation
Happy Customers
Happy Employees
Customer Experience needs Customer-centric Business Processes!
Delight Your Customers
Be Faster than The Fastest
Make your Business Infinite
Leverage Robotic Process Automation.Empower your knowledge workers.Virtualize your Shared Services.
Thank you. www.newgensoft.com
About NewgenNewgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM) and Case Management, with a global footprint of 1300+ installations in more than 61 countries with large, mission-critical solutions deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers.Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2013. Newgen has been assessed at CMMi Level3.
Write to us:USA & CANADA: [email protected]: [email protected]: [email protected]: [email protected]
For sales enquiry, dial:USA & CANADA: +1 (202) 800 7783INDIA: +91 11 40773769APAC: +65 3157 6189EMEA: +44 (0) 2036 514805, +973-1-619-8002 www.newgensoft.com
CUSTOMER EXPERIENCEBeyond processes of today!
