Digital Customer Experience - VCI · Singles Day China 2.500.000.000.000 ... Digital Customer...
Transcript of Digital Customer Experience - VCI · Singles Day China 2.500.000.000.000 ... Digital Customer...
covestro.com
Digital Customer
Experience Achema
June, 2018
2018-06-12 | Digital Customer Experience | Achema 2018
Digital Transformation „ It is not the strongest of the species that
survives, nor the most intelligent that
survives. It is the one that is the most
adaptable to change.“ Charles Darwin | English Naturalist and Geologist
How many devices did you use 20 years ago?
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How did shopping change?
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| Digital Customer Experience | Achema 2018 2018-06-12
The worldwide
most valuable
companies during
the period 2008 -
2018 in billion US-
Dollar
[market value]
216
220
227
231
264
298
300
370
424
453
Gazprom
PetroChina
GE
Exxon Mobil
Royal Durch Shell
ICBC
AT&T
P&G
Microsoft
China Mobile
391
392
481
519
521
541
629
691
782
919
Amazon
Alphabet
Microsoft
Apple
J&J
Alibaba
Berkshire H.
JP Morgan
Tencent
2008 2018
Quelle: Dr. Holger Schmitz | Netzoekonon.de | Handelsblatt | TU Darmstadt | Ecodynamics.to | Platformeconomy.com 20/01/2018
Platform business models
Linear business models
What does it mean for the industry?
Digitalisation is the key enabler to realise cost efficiencies, increase value and to stay ahead!
Technology
Connectivity
Data
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Moore's law: „The number of transistors
in a dense integrated circuit doubles
approximately every two years.”
114.085 new Iot devices connected during
this 30‘ presentation
New customers
habits 91% mobile contribution to
Singles Day China
2.500.000.000.000.000.000
(2.5 trillions) bytes generated per day
New business
models 8 of 10 of worldwide most valuable
companies are platform business models
New ways of
working Transformation of business processes
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Digitalisation at Covestro
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Digital as enabler to seize opportunities along three dimensions
Digital Operations
Digital Customer
Experience
Digital Business Models
Innovate our
daily business
through cost
efficient processes
Innovate
our
customer
interaction
Innovate how we
generate
revenue & profit
Digitalization driven by mobile, millennials
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Digitizing the customer experience is therefore crucial for our future success.
Source:BloomReach
55%
of U.S. online shoppers
search directly on Amazon
71%
… of B2B buyers would
switch suppliers for a
better digital experience Source: McKinsey
73%
… of millennials are
involved in B2B purchase
decision-making Source: Sacunas
Digital Customer Experience „Creation of a modern, seamless, future-proof
digital customer experience across all (digital)
touch-points under consideration of regional
specifics.“ Vision Digital Customer Journey 2017
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Digital
Customer
Experience
@ Covestro
Multichannel & Multidevice Product Finder Product Information
Sample inquiry Digital Self Services Digital Customer Support
eOrdering & ERP Link Digital Marketplace Digital Technical Services
Product finder & information
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Get the right, tailor-made information and easy access to technical & safety data sheets
Get inspired by application opportunities and use cases
Search products by industries, applications or properties
Product teasers & Minimal Product Detail Page
Download of technical data sheets & safety data sheets
Digital Self Services
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Transport & Logistics Safety Services Online | Example: Tank Farm Assessment (TFA)
Direct access to TFA request via platform
Results & safety dashboard online available
Shorter lead time from request to conduct of TFA
Access to safety related knowledge (e.g. minimum safety checklist)
Digital Customer Support
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Multi channel engagement platform to manage service and information inquiries
Chat with Covestro colleagues and receive timely responses
24/7 availability of digital customer support Contact persons that match your needs
Access to expert knowledge
eOrdering & ERP Link
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Increasing transparency and transactional efficiency in customer relationships
Simplified ordering process
All order information in one place
Provide track & trace information
Receive important alerts and notifications regarding your order
Digital Marketplace
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Simplifying transactions with innovative buy & sell features tailored to individual customers
Convenient self-service 24/7
Full transparency about your purchasing
Attractive and innovative offers
Flexible delivery at the right time
Welcome Mr. Peters
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Digital Technical Services
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Digital Technical Services as part of Covestro’s Offering
Combining customers production data & Covestro know how Real time & secure data exchange (IoT)
Instant processing & formulation adjustments Operational efficiency, productivity and cost savings for customers
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Customer Centricity and agile
work mode „We focus on interaction, customer collaboration
and responding to change“ Agile Manifesto
Aiming at quick results to improve customer value
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Minimum Viable Product (MVP) helps to test and collect feedback
A Minimum Viable Product is a product with just
enough features to satisfy early customers, and to
provide feedback for future product development
Testing product features
with minimal resources
Accelerate learning
Receive feedback from
customers as soon as
possible
Basis for further
product development
Benefits Minimum Viable Product
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Are you interested to be part of the journey?
You are invited to participate in our Customer Experience Board
What is your role in the CX Board?
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Get prioritized access to new solutions
Bring in your view and steer the direction
Be part of the digital transformation
Improve your experience working with us
Shape collaboration processes that increase
the efficiency of your daily work with us
• Participate in the Customer
Experience Board
www.cxfactory.covestro.com
covestro.com
Thank you
Forward-looking statements
Covestro AG
Disclaimer
This presentation may contain forward-looking statements based on current assumptions and
forecasts made by Covestro AG.
Various known and unknown risks, uncertainties and other factors could lead to material
differences between the actual future results, financial situation, development or performance of
the company and the estimates given here. These factors include those discussed in Covestro’s
public reports, which are available on the Covestro website at www.covestro.com.
The company assumes no liability whatsoever to update these forward-looking statements or to
adjust them to future events or developments.