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© Ericsson AB 2016
Enabling Individualization andPersonalization in a growingly complexCustomer Journey
Claes CegrellDirector, Head of OSS/BSS Strategy Execution
BU Support Solutions
© Ericsson AB 2016
Personalized Experience
Claes CegrellDirector, Head of OSS/BSS Strategy Execution
BU Support Solutions
© Ericsson AB 2016
The Inflection Point
INSTALLATION TRANSFORMATION
More efficientlysolving old problems –
winners among oldplayers
Applying paradigm toinnovate across
society – new winners
© Ericsson AB 2016
New BehaviorsConstantly changing
Everyday
$13 millioncrowdfunding
$2,7 billione-commerce
133 million hoursYouTube video
watched
2.7 billionphotos posted
328 millionapp downloads
2.7 billion likeson Facebook
Users want Oneclick experience
© Ericsson AB 2016
New Realities
Omni ChannelDigital
Interactions
OperationalAgility
New BusinessInnovation
InstantTime to Market
Real-timeCustomer
ExperienceManagement
© Ericsson AB 2016
To be Successful
Omni ChannelExperience
ExcellentServiceDelivery
ActionableInsights
© Ericsson AB 2016
Real time Insights
Experience EventsChannels
Journey PhasesServiceLevel Index
Modify
Pay For
Get Help
Use
Setup
Get
Find
ExperienceLevel Index
Experience Level Index ELIService Level Index SLI
© Ericsson AB 2016
Omni channel Experience
12:01
Self Service API Assisted
Contextual Interaction logic
Personalized Experience
© Ericsson AB 2016
Excellent Service Delivery
Dynamic (E2E) Orchestration Layer
Customer triggers
Internal triggers Internal triggers
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