User Journey for the Digital Customer Experience

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  • 1. USER JOURNEYS FOR THEDIGITAL CUSTOMEREXPERIENCECopyright © 2014 HCL Technologies Limited | www.hcltech.comCreate Customer Delight throughDigitalization
  • 2. How User Journeys have changed across various touch points for CustomersDigital Customer Care is resulting in faster solutions for the customer leading to Customer DelightIdentifying the Instantaneous needs of the customers with ‘wants focused’ managementCollaboration is resulting in assimilation of information and device interoperabilitySelf Service is allowing customers to better customize, save costs and have increased CSAT.2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 3. CUSTOMER CARE HAS MOVED BEYOND THE COMPANY TO AROUND THE CUSTOMERCompanyRichCommunityof CustomersService onlineon CustomerForumsPeer to PeerServiceSocialMediaTraditional UserJourneyE- Care User JourneyCompany72%of customers expectcomplaints on twitter to be answeredin an hour50-60% of US telecom userssaid that they would prefer to havetransactions handled by e-CareDigital Communication reduces the callcenter costs by 50%19% higher than that oftraditionalists for end to end digitalchannels3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 4. FROM MARKETING OF MANY TO THE MARKETING OF ONECampaignCustomer ProductsListening OfficeSingle Data view AnalyticsQuicker time to market,First mover advantageIncreased reach ofcampaign leading to more awareness andconsumptionReducedmarketing operationexpenseMeasure channel wise campaigneffectivenessDigital User Journey4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 5. COMMUNICATION IS BEING TRANSFORMED THROUGH COLLABORATION TO SAVECOSTS AND INCREASE PRODUCTIVITYLack of IntegrationThe majority of IT buyers have aplan to adopt UC.Enterprise plans for mobile UCapplications support is high, withonly 3% saying they have no interest.IT enterprise architects, 60%aredefining the technical and servicerequirement for CollaborationTraditional User JourneyDigital User Journey5 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 6. CHANGE IN CONSUMPTION OF SERVICES BY THE CUSTOMER IS ENABLED BYDIGITALIZATIONTraditional User JourneyDigital User JourneyMobile AppWeb PortalSelf Service80% of Inquiries can be solved by thecustomer themselves saving time and moneyfor the company.Cost optimization and superiorcustomization offered to the customerCustomer satisfaction andretention with Pay as you go ModelARPUincrease seen in Self ServiceAccording to a US wireless provider 70%or more customer questions can be resolvedvia self serviceCLICK HERE TO KNOW MORE6 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
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    Description
    Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.
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    • 1. USER JOURNEYS FOR THEDIGITAL CUSTOMEREXPERIENCECopyright © 2014 HCL Technologies Limited | www.hcltech.comCreate Customer Delight throughDigitalization
  • 2. How User Journeys have changed across various touch points for CustomersDigital Customer Care is resulting in faster solutions for the customer leading to Customer DelightIdentifying the Instantaneous needs of the customers with ‘wants focused’ managementCollaboration is resulting in assimilation of information and device interoperabilitySelf Service is allowing customers to better customize, save costs and have increased CSAT.2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 3. CUSTOMER CARE HAS MOVED BEYOND THE COMPANY TO AROUND THE CUSTOMERCompanyRichCommunityof CustomersService onlineon CustomerForumsPeer to PeerServiceSocialMediaTraditional UserJourneyE- Care User JourneyCompany72%of customers expectcomplaints on twitter to be answeredin an hour50-60% of US telecom userssaid that they would prefer to havetransactions handled by e-CareDigital Communication reduces the callcenter costs by 50%19% higher than that oftraditionalists for end to end digitalchannels3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 4. FROM MARKETING OF MANY TO THE MARKETING OF ONECampaignCustomer ProductsListening OfficeSingle Data view AnalyticsQuicker time to market,First mover advantageIncreased reach ofcampaign leading to more awareness andconsumptionReducedmarketing operationexpenseMeasure channel wise campaigneffectivenessDigital User Journey4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 5. COMMUNICATION IS BEING TRANSFORMED THROUGH COLLABORATION TO SAVECOSTS AND INCREASE PRODUCTIVITYLack of IntegrationThe majority of IT buyers have aplan to adopt UC.Enterprise plans for mobile UCapplications support is high, withonly 3% saying they have no interest.IT enterprise architects, 60%aredefining the technical and servicerequirement for CollaborationTraditional User JourneyDigital User Journey5 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
  • 6. CHANGE IN CONSUMPTION OF SERVICES BY THE CUSTOMER IS ENABLED BYDIGITALIZATIONTraditional User JourneyDigital User JourneyMobile AppWeb PortalSelf Service80% of Inquiries can be solved by thecustomer themselves saving time and moneyfor the company.Cost optimization and superiorcustomization offered to the customerCustomer satisfaction andretention with Pay as you go ModelARPUincrease seen in Self ServiceAccording to a US wireless provider 70%or more customer questions can be resolvedvia self serviceCLICK HERE TO KNOW MORE6 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
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