Enhancing Performance & Satisfaction Through Channel ... · 3/12/2015 · 360 KPIs 500 pain point...

Enhancing Performance & SatisfactionThrough Channel Integration

Danilo De Angelis - Head of Digital Telco Transformation - Consulting and Systems Integration – Global Services – Ericsson

Claudio Contini - CEO Telecom Italia Digital Solutions - Telecom Italia Group

Ericsson Confidential | 2015-03-12 |

Welcome & Introductions

Danilo De AngelisHead of Digital TelcoTransformation

Ericsson Consulting andSystems Integration -Global Services

Claudio ContiniCEOTelecom Italia DigitalSolutions - TelecomItalia Group


Digital Market Realities

50 billion connected devices by 2020 Innovative OTT players setting the standard

for consumer expectations Sales increasingly digital in all industries Customer using multiple sale-channels to make

purchases that create new complexities Operators require: continuous service innovation ease-of-connectivity automated processes benefits of big data analytics

Laggard incumbents are at risk of major business model disruption

Laggardincumbents

Advancedincumbents

Time

Disruptivebusinessmodels

Adapt

Adopt

Embrace

Newtrends

Source: Disruptive innovation model from Clayton Christensen


Digital Consumer Demands


Enhancing Performance & Satisfaction

Introduce a holisticOMNI CHANNEL

strategy

Provide a single viewof your company and gain a

SINGLE VIEW OF YOUR CUSTOMER

Implementthe

RIGHT MODEL


• Self Service to monitor status of payments, services and tickets

• Self Configuration of products and services(individual, family, enterprise)

• Self Authentication (compliant with local privacy regulations)

• 100% digital activation(App/Web) with customer choice of deliveryoptions (home/store)

• Real-time order and delivery tracking• Personalized offer/pricing

options enabled by flexible revenue sharingmodels with Partners

• E-commerce “selling chart” approach(Amazon-like experience)

• Fast product/service marketing(including partners management)

• Rich choice of bundled offers of products &services co-created with Partners

• Social sharing of shopping experienceand product/service usage

• Digital assistance• Fast issue resolution through external-

internal data integration at Customer level

• Act and experience on Customer behalf

Omnichannel experience,seamless and consistent

customer journey

• “Best choice for you” approach

• Real-time up/cross selling proposals

• Reactive & proactive retentionSell &D

eliver

Anychannel

Anydevice

Introduce a Holistic Omni-channel Strategy


Observecustomer satisfaction

in real-time

Identify the needs toincrease an individual’s

satisfaction

Targeted marketing.Expose customer

understanding to Partners

Monitor Understand Improve

Identify Next Best Action to createnew revenue opportunities, improve

customer experience and NPS

Determine customer needsbased on usage

habits and passions

Use Big Data and Analyticsfor service usage

and customer experience

Up/Cross Selling, Reactive/Pre-emptive Retention, Real Time, Ad-personam

Use Big Data, Expert Analytics and Advanced Dynamic Cases tocatch new revenue opportunities and improve customer experience

Provide a Single View of Your Companyand Gain a Single View of Your Customer


Higher netpromoter scores

Agile collaborationTop line growth

› Introduce new digitalservices from a growingportfolio of identified needs

› Provide consistent omni-channel access to allstakeholders

› Gain better insights intocustomer through social mediaand network data

› Drive new agile and efficientoperations model that drivesNetwork IT convergence

Digital Telco is a new business and operating CSP model for creating digital services, enablingomni-channel interaction, providing agility to manage the full digital ecosystem

Implement the Right Model


Apply Best PracticesEricsson Value Architecture: Best Practice Repository

INFORMATION LAYER

STRATEGY LAYER

BUSINESS LAYER

APPLICATION LAYER

TECHNOLOGY LAYER

LEV

ER

AG

ING

TM F

OR

UM

FR

AM

EW

OR

X®

Our enterprise architecture best practicetool and repository provides an E2E view:Business – IT – NetworksIt currently comprises: 100 business capabilities 18 end-to-end processes/

85 detailed flows 1200 process elements 360 KPIs 500 pain point library 900 function library

ITIL® is a Registered Trade Mark of AXELOS Limited


Leverage on Standards: TMF

TMF

EVA

e2e Processes aligned: to leverageeTOM L3/L4 process elements and createEVA e2e best practice process flows

Functional Domains and ABBs aligned:EVA ABB best practice map created withdescriptions, functions and capabilities

SID ABEs leveraged to createEVA Information Model

eTOM

EVA Process Model

TAM

EVA ABB Map

SID

EVA Information Model

Processes Application Building Blocks Information


Adopt the Value Realization Model


› Design a holistic omni-channelstrategy to drive customersatisfaction and internal efficiency

› Provide a single view of yourcompany to gain a single view ofyour customer

› Establish the right model toimprove agility and cost efficiencythrough channel integration

Summary


Q&A


Contact Information

Danilo De AngelisHead of Digital TelcoTransformation

Consulting and SystemsIntegration - Global ServicesEricsson

[email protected]

Claudio ContiniCEO

Telecom Italia Digital SolutionsTelecom Italia Group

+39 [email protected]

Enhancing Performance & Satisfaction Through Channel ... · 3/12/2015 · 360 KPIs 500 pain point...

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