CustomerJourney in a

Hyper Connected World

Avi Kulshrestha( V P, H e a d E u r o p e C M E | I n f o s y s L t d )

Wouter Goedkoop( V P C u s t o m e r E x p e r i e n c e | L i b e r t y G l o b a l )

Bio SpeakersSession Date : Tuesday 10 MayLocation : Nice

Wouter GoedkoopVP Customer Experience

Avi KulshresthaVP, Head Europe CME

Customer journeys in an interconnected world3

Customer Experience of the future is going to be an interconnected set of values that are woven into a fabricwhich enables customers seamlessly

• The newly connected world.

• Creating new services in this world.

• Setting the right customer expectations.

• Rise of expectation

• Customer Experience: organisational impact

4

TELENET

Good morning. Lookslike you had a decentsleep.Lowering the roomtemp by 2◦C couldhelp.

Try it next time.

5

TELENET

If you leave in 10 minfor the airport, youwill make your flightto Paris.AF245 on time.

Thanks.Thanks.

6

TELENET

Turn lights off.

7

TELENET

Sure.

Shower first.

Your friends areonline, quick selfie ofthe weekendaccommodations?

8

Our services(wifi, mobile)Our services(wifi, mobile)

Keep in touchwith friends

Keep in touchwith friends

Check onHome

Check onHome

ExploreDestination

ExploreDestination

9

Must see sightsBest croissants in Paris

Restaurants in your area Wifi around town

Roaming for $5

TELENET

There are many freeWi-Fi spots in Paris.Want to turn onaccess?

I’ll take that.I’ll take that.

Identifying customer needs10

Understanding your customer from all angles

• Try it yourself

• Map the journeys

• Create personas

• Focus groups, diarystudies, usability testsand interviews

Identifying unspoken needs11

Understanding your customer from all angles

• Record behaviour.

• Review the video, GPS, online behaviour

• Identify trends and repeating topics.

• Confirm with focus groups.

• Deploy, fail, iterate.

Airlines pioneered this in the 90’s

The story of the fish bowl12

The every increasing expectations.

50Bn Devices by 2020 in a Hyper-connected World13

14

CE= DP - Expectation

15

Expectation is growing uncontrollably

Customer Experience - Organisation Impact16

Journey needs to be managed across ALL the Divisions of anOrganisation

17

Change in Focus from Customer to Users

Innovation at every layer:18

Customer Experience of the future is going to be an interconnected set of values that arewoven into a fabric which enables customers seamlessly

1. Rise of Customer Expectation2. Customer Journeys will look very different3. Every part of the organisation to actively participate4. Need to transform touch points with Customer to Users– start with Omni-channel.

5. Innovation at every layer of the ecosystem – NetworkAnalytics.