NASSCOM GIC Conclave 2014 - Evolving a framework to deliver Customer centricity from GICs - Gartner
Transcript of NASSCOM GIC Conclave 2014 - Evolving a framework to deliver Customer centricity from GICs - Gartner
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Evolving a framework to deliver Customer centricity from GICs
Panel discussionVenue : Hotel Hyatt Regency, Pune
Session Venue : Grand Ballroom I, II & III
Date : April 16th, 2014
Time: 1015 – 1115 Hrs.
Session Duration : 60 minutes
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Agenda
Introduction and context setting
View from our research partner: Gartner
Panelists views eBay ADP Walmart
Discussion / Q & A
Closing remarks
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Context setting
GICs are at different stages of a journey - evolving from delivering efficiently to driving value addition• Set Up: Proof of Concept
• Ramp up: Cost Arbitrage and Mature Delivery
• Value Addition: Business Impact
• Innovation: Competitive advantage for the enterprise
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Four value dimensions are critical to drive sustainable value proposition for GICs• Operational Efficiency
• High Skill Capability
• Customer Experience
• Revenue Impact
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Business stakeholders increasingly expect GICs to improve customer experience
Ranking of priorities by stakeholders
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4
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Business outcomes and customer experience
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Top two priorities
Cost and productivity efficiency
Quality of service delivery
Risk and compliance
Yr 2008 Yr 2012
Source: McKinsey’s presentation at NASSCOM GIC Forum in 2012
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
• Advancement in mobile technology
• Proliferation of social media
• Real-time customer changing expectations and enhancement of their experiences
• Capture “silent” customers
• Best practices and methods, creating “truly customer focused” culture
• “Maintaining the balance” between end customers and clients
• Customer Centricity tools eg. Net Promoter Score (NPS)
• Analytics to understand customer behavior
• Integrated channels to achieve a consistent customer experience across all touch points
• “what it sells” vs. “how it sells”
eBay ADP WALMART
• Customer satisfaction measurement/ Customer retention• Focus on the right customers for strategic/ competitive advantage• Investing intelligently in “world class” customer experience in a systematic and economically viable
manner• To ensure/drive organization and employees develop their mindsets/ capabilities around customer
centricity
Organization’s Customer Centricity approach
• Emerging trends around enhancing customer experiences
• Evolved approach towards customer centricity
• Differentiating between customer wants and needs
GARTNER
Key Pointers for panel discussion
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Introduction and context setting
Agenda
View from our research partner: Gartner
Panelists views eBay ADP Walmart
Discussion / Q & A
Closing remarks
1
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3
4
5
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Management Focus - A gradual but insistent shift to growth
Gartner CIO Survey 2014
2009 2013 20140%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
27% 28% 27%
23% 23% 23%
16% 16% 16%
19% 14% 15%
15% 18% 20%
Growth/ Innovation
Agility
Integrity
Effectiveness
Efficiency
Note: Percentages for each year may not add up to 100% due to rounding
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Trends that Matter – Nexus of forces are transforming consumer lives and industries
Mobile Big Data
Cloud Computing
Internet of Things
Emerging Economies
eCommerce
Generation Y / Millennials
Forces shaping
Consumer lives and Industries
Social Media
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Impacts on Industries & GICs
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.
• New and alternative customer segments
• Markets & Regions
Customers & Markets
• New products for unmet needs
• Substitutes for current needs
Products & Services
• Traditional Competitors• Start-ups• Entrants from other Industries
Competition & Partnerships
• Online, Mobile• Social Media• Gamification
Customer Service &
Engagement
• Internal vs. External• Mobile, Analytics, Big Data,
Cloud
Use of Technology
Impacts to GIC?
• Who are the Stakeholders?
• What Services?
• What is Success?
• How do you Measure?
• Who do you work with (vendors / partners)?
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Introduction and context setting
Agenda
View from our research partner: Gartner
Panelists views eBay ADP Walmart
Discussion / Q & A
Closing remarks
1
2
3
4
5
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Discountretail
Grocery International eCommerceWholesale
Walmart Global eCommerceHistory of transforming retail
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Walmart Global eCommerceEnabling success for today and tomorrow
1Activating
data
Global technology
platform
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Next-generationfulfillment network
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Talent
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Introduction and context setting
Agenda
View from our research partner: Gartner
Panelists views eBay ADP Walmart
Discussion / Q & A
Closing remarks
1
2
3
4
5
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Agenda
Introduction and context setting
View from our research partner: Gartner
Panelists views eBay ADP Walmart
Discussion / Q & A
Closing remarks
1
2
3
4
5
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
In Summary
2. Influence GIC work portfolio and business integration…become relevant to the business
4. Understand multiple stakeholders, understand end customer needs, break internal silos …enhance customer experience…. deliver business impact
1. Stay ahead or at pace with evolving Customer needs
3. Continuously measure customer centricity through enterprise tools e.g. Net Promoter score; Data analytics, Close looping voice of the customer
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Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014
Thank You