Becoming a Customer-Centric Enterprise Via Real-Time Data and Design Thinking
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Customer expectations are changing fast, while customer-related data is pouring in at an unprecedented rate and volume. How can you contextualize and analyze all this customer data in real time to meet increasingly demanding customer expectations? Join Mike Rowland, Director and National Practice Leader for CX Strategy at West Monroe Partners, and Kartavya Jain, Product Marketing Manager at DataStax, for an in-depth conversation about how customer experience frameworks, driven by Design Thinking, can help enterprises: understand their customers and their needs, define their strategy for real-time CX, create value from contextual and instant insights.
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Becoming a Customer-Centric Enterprise Via Real-Time Data and Design Thinking
- 1. Becoming a Customer-Centric Enterprise via Real-Time Data and Design Thinking Mike Rowland, Director CX Strategy, West Monroe Partners Kartavya Jain (KJ), Product Marketing Manager, DataStax January 2018
- 6. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Data driven CX helps Sr. Executives and Boards build business value with strategies for what’s next to accelerate their organization to sustainable advantage in the marketplace. ACCELERATING TO ADVANTAGE
- 7. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. The Challenges are Real.THE SHIFT IS UNDERWAY EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO… - - - + + + Keep your finger on the pulse of the customer. Develop an organization focused on data driven decisions. Organize in a flexible manner to react nimbly to market needs. Customer expectations are changing faster than ever. Accelerating technology and data driven capabilities are disrupting markets. Organizational structures are unable to effectively meet the needs of a changing market. ORGANIZATIONS ARE FACING FOUNDATIONAL MARKET ISSUES IMPACTING THEIR ABILITY TO COMPETE.
- 8. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. To Accelerate, Organizations Must be Built on a Foundation of Customer Experience WHY CX? EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…ACCELERATING BUSINESS VALUE ACCELERATING TO ADVANTAGE results when executing on customer experience becomes a clear differentiator that delivers higher revenues and profits. BUILDING STRATEGY Informed by research & insights PROGRAMS Delivered through digital channels TECHNOLOGY Enabled by digital platforms ANALYTICS Used to inform your strategy PROCESS LEADERSHIP GOVERNANCE PEOPLE
- 9. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Achieving Customer Experience Success is a Journey to Unlock Value CX MATURITY Differentiate Optimize Elevate Repair Economic Value Inefficient Coordinated Data Driven Competitive Advantage
- 10. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Value must be balanced between the customer and your organization CX Value
- 11. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. And that’s where measurement becomes important… CX Value Improved Customer Experience Improved Employee Satisfaction Improved Operations to our Customers Cost Savings & Growth Opportunities Overall Satisfaction Customer Effort Customer Success Customer Touchpoints Overall Satisfaction Empowerment Employee Success Retention Rate (%) Digital Self-Service Activity Website Activity Process Efficiencies Fulfillment Improvements Increased Share of Wallet ($) Key Customer Retention Rate (%) Key Customer Profitability ($/%) “Are we providing value that meets the needs of our customers?” “Are our employees empowered to deliver those benefits?” “Are our operational metrics improving as a result?” “What is the economic value of our improvement?
- 12. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. AES – WMP CX CollaborationCUSTOMER EXPERIENCE “To deliver a better customer experience we’re going to have to be much more externally focused, and it’s not just IT, not just customer service – it has to be the whole company.” Mike Collier, AES ENERGY CONTROL
- 13. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Barclaycard – WMP CX CollaborationCUSTOMER EXPERIENCE “As engaged customers become happier customers, we’ve been able to benefit from a lower cost of serving our customers.” Sylvia Veitia, Head of Customer Experience, at Barclaycard ENEY CONTROL
- 14. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Design Thinking uncovers customer experience opportunities using a collaborative approach CUSTOMER- CENTRIC FOCUS “Design Thinking” is a well-defined process for driving creativity and innovative solutions for our customers and employees DEEPEN Methodology Understand the customer’s POV through data driven personas and journey maps Define the issues & potential value beginning with your North Star Ideate future state solutions that unlock business value Develop a roadmap to activate your vision Build, test and deploy. COLLECT DATA TO ITERATE! Define Empathize Envision Plan Enact
- 15. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. Your CX Starting Point THE JOURNEY TO VALUE STARTS HERE IDENTIFY THE NORTH STAR The foundation of value acceleration is your customer promise, or North Star and how you deliver value to your customers. Through the lens of the North Star, your strategy moves from repairing customer touchpoints to differentiating on customer experience.
- 16. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited. CLOSING The West Monroe Commitment Business acumen with technical expertise Focus is to achieve sustainable value Collaborative teamwork Knowledge transfer of CX tools and techniques Strong track record delivering value to our clients Thank You
- 17. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 18. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 19. A unified CX data layer of database, search, and analytics, that enables enterprises to: • Innovate by using our data platform to gain a holistic view of all customers • Accelerate their customer experience initiatives • Mitigate risk and increase flexibility for critical customer experience initiatives DataStax Enterprise is powering the Right-Now Enterprise
- 20. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 21. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 22. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 23. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 24. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 25. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 26. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.
- 27. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.