The Customer Journey – Be One Step aheadTrends and influences - 2010

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What we observe in the Customer Contact environment…

Importance of Client Experience is moving from an agreed perception to a strategy that is now being implemented

The Internet is driving companies to rethink their Client Management strategy and investments

Social Networking is starting to impact ‘old world’ business processes and organisational thinking and boundaries

Strategy lacks operational depth and ‘new world’ reality

Integration ‘old world’ legacy with new systems, channels and processes is heavily underestimated

Some examples?

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What is Customer Experience Management?

Client promise

Operational realityGAP

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Client Experience

Management

Brand Portfolio

Key Service areas

Client Behaviour

Client Scenarios

Interactions via different Channels

Segmentation and differentiations

Operational Reality

Coordination of Interactions

Company Culture

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Client Experience – Growing momentum as a market differentiator

Sustaining staff commitment and engagement Change

Management Role Alignment Personal

Commitment Knowledge

Management

Manifesting itself in different ways in organisations plans

Designing Client interactions

Moments of truth

Multi-dimensional segmentation

User centered design

Customer Intelligence

Communicating and transacting with Clients intelligently

Real-time, intelligent messaging

Social networking and feedback

Active recovery and service-to-sales

Realistic segmented treatment

Delivering a consistent experience

Multi-channel interaction coordination

Operational customer profile

Method of Choice

Customer Experience Principles

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Designing Client experience through all Legal interactions and channels

Moments of truth are the reality of a customer experience

The Client Journey Across Marketing, Business Development, Advice & Services

Recommender & Re-order

After Service

Receive Service

Receive

Order

Arrange Payment

Signing Up

Decide & request

Explore & Select

Realising Need

Getting Aware

Services

How to retain more & Increase Cross- & Up-sell

Business Development

How to Acquire and convert more

Marketing

How to Attract more

Cirquent’s Customer Journey Model

What should the desired experience be?

Differentiate by segment, channel or

scenario?

Some examples…

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Define a Client Experience Strategy?

What does the firm want to be famous for?

What kind of relationship do you want to build with your customers & referrers?

How do you want your customers to feel when they have completed a journey with you?

How does this differ across different customer groups based on need and value?

How will you deliver that aspiration for each customer journey, consistently at each customer experience / touchpoint, for hundreds and (or) thousands of customers?

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Link Client Experience Projects to the Business Case

Self service channels to improve client satisfaction

Profitability

Marketing optimisation to reduced marketing costs and improved response ratesReduce costs

Build Web & Client Community to increase Net Promoter Score

Revenue Integration & availability of available data

Segmenting clients and targeting effort

Inbound call routing based on number recognition & available information

85% of senior business leaders believe they could increase Client loyalty and market share by focusing their organisation on integrated customer experience strategies and implementation

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7 Ways that leading Firms differentiate their Client Experience

1. Delivering consistently

2. Resolving questions on first contact

3. Recognising the Client when they contact you appropriately

4. Making a personal connection at point of contact

5. Delighting through random acts of “going the extra mile”

6. Involving Client in your organisation and making them care

7. Staff that are committed and care

These may be part of a larger and structured programme to improve Customer Experience but have to be embedded in the Firm’s way of doing business

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About Cirquent

Cirquent is a member of the NTT Data Group 35 year pedigree with 15 years experience in

the UK Systems Integration partner who specialises in

CRM, Telephony Technology, Business Intelligence & Multi-Channel Marketing

Turnover of circa €300 million in 2008 1,700 employees with 80 in the UK Group Headquarters in Munich, UK offices in

London and Solihull

Systems Integration Company who specialise in: Client Relationship Management Telephony Technology and Solutions Business Intelligence Multi-channel Marketing Hosting & Outsourcing

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NTT Data Corporation

NTT Group Went public in 1985 Telecommunication and IT Sales: JPY11 trillion

(EUR 90 billion, *1)

NTT DATA Corporation

Spun-off in 1988

Consulting, System Integration and Outsourcing Services

15th biggest IT service provider worldwide

Sales: JPY 1 trillion (€ 9 billion)

Employees: 30,800

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Our Approach - Why We Are Different

End to End approach

CONSULTINGAligning Strategy to Business Requirements

Formal transfer from Implementation to Support

24/7 Support of Solution and Product

Pre-emptive support improvements

On-goingTraining Technical Health Check Disaster Recovery

Assessment Application Management

SOLUTION DELIVERYApplication Development & Systems Integration

AFTERCAREApplication Management & Support Services

Business Consultancy Business Case Strategy & Transformation Process Design

Management Consulting Programme Management Benefit Realisation Change Management

IT Consulting Programme Management Benefit Realisation

Project Management Hardware & Software

selection Requirements analysis &

solution design Solution Development,

Systems Integration and Data Migration

Quality Assurance & Testing Effective Training

Programmes Installation and Go-Live

Support Post Project ReviewsPractical solutions with a realistic implementation plan with full aftercare support

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Sector Portfolio

Security Management

Customer Relationship Management

Telephony TechnologiesIT Service Management

eCommerce

Business Intelligence and Analytics (inc. Web)

Mobile solutions

Multi-channel Marketing

Outsourcing & hosting Legacy system integration

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Contact details

Malcolm WhiteHead of Sales & MarketingCirquent | NTT Data GroupDevon House58-60 St. Katharine’s WayLondon | E1W 1LB

Tel +44 (0)20 7977 1000 | Mobile +44 (0)7768 455046 | Fax +44 (0)20 7977 1001

E-Mail malcolm.white@cirquent.co.uk | Internet http://www.cirquent.co.uk