Balaji Ram AVP & Head of Financial ... - HCL Technologies · Title: Image Processing Expertise Author: Raghu Babu M Subject: Customer Presentation Created Date: 11/19/2013 5:46:49

Copyright © 2013 HCL Technologies Limited | www.hcltech.com

Balaji Ram AVP & Head of Financial Services, HCL Australia & New Zealand


Shift Happens

2

In times of rapid change, the learners inherit the earth,

while the learned find themselves beautifully equipped to

deal with a world that no longer exists.

Eric Hoffer, American moral and social philosopher


No wonder CEM has become the number one CEO spend priority

3

-10%0%10%20%30%40%50%60%

None

Mobile Service Robotics

Pay as you go

E-discovery

Location intelligence

Pattern based strategy

Electronic service enablement

Product cost analytics

Business process outsourcing

Dynamic business process management

Enhanced business reporting

Collaboration and knowledge management

Cloud business

E-commerce

CRM

Which technology-enabled capabilities will be an important area of investment to improve

your business over the next five years?

CEOs and other board

directors increasingly see

customer experience as a

long-term strategic

differentiator - Gartner

Customer intelligence the one

most valued piece of

information by CEOs –

Forrester

Gartner Nexus rising study: All CEOs N = 229


Concurrent maturity of three critical enablers has led to the explosion of CEM

4

Enabling

Technology


Maturing of marketing messaging

5

Exploratory Analysis

Customized Communication

Multi-channel, Customer Managed Relationships

Actionable Analysis

Event-Driven

Evolution….

Stage 1

MASS MARKETING

Broadcast your message

and they will come

Stage 2

SEGMENT MARKETING

Broadcast your message

to a specific segment

Stage 3

TARGET MARKET

Predictive analysis and

segment focused communications

Stage 4

CUSTOMER SPECIFIC MARKETING

Personalized

communication based on individual behaviour

patterns


Maturing of customer lifecycle management

6

7. MAINTAIN

1. NEED

2. RESEARCH

3. SELECT

4. PURCHASE 5. RECEIVE

6. USE

8. RECOMMEND/ REPURCHASE

THE

CUSTOMER

LIFECYCLE

JOURNEY

BUY: Market and

Sell

OWN: Support

and Serve


Maturing of enabling technology

7

Predictive

Analytics

Social

Mobility

CRM

E-Commerce

Big Data

Innovation

Trigger

Peak of

Inflated

Expectation

Trough of

Disillusionment

Slope of Enlightenment Plateau of

Productivity

In Memory

Cloud


Death of Proprietary Platforms

8

CATEGORY # OF START-UPS FUNCTIONS

Personal Finance 30+

Investment analysis, portfolio advice, expense

management, and budgeting and bills

management

Payments 13+ Mobile wallet, Billing & Invoicing, Payment

processing

OWN MANAGE REGULATE

Copyright © 2013 HCL Technologies Limited | www.hcltech.com 9

http://www.google.com.au/url?sa=i&source=images&cd=&cad=rja&docid=g757QXW3o1UvHM&tbnid=sxqPZSnCQPhURM:&ved=0CAgQjRwwAA&url=http://news.cnet.com/8301-19882_3-20108595-250/personal-capital-mint-for-rich-people/&ei=Y-x4Us-_H6aTigez0IG4CA&psig=AFQjCNFlgvOwa6vPJ0iFakUkM_tdjoM_9g&ust=1383742947585494

http://www.google.com.au/url?sa=i&source=images&cd=&cad=rja&docid=DlmFsA0W6pttZM&tbnid=K_yDy3spdhikBM:&ved=0CAgQjRwwADgQ&url=http://mashable.com/2013/04/25/pinterest-brings-back-design-features/&ei=_Ot4UqXsOujpiAeEl4D4DQ&psig=AFQjCNH81MlU8Ltvii8k8vRi6re61hdj7A&ust=1383742845031831


Property Search

Suburb Research

Real estate agents

Community on the platform

Moving Day checklist

Ordering utility services (internet, cable, electricity)

Renovation and Home Improvement contractor

Variant: Low intrusive environment

Mortgage

Insurance


Transacting at the Point of Truth

11

CATEGORY # OF START-UPS FUNCTIONS

Payments 12+ Loyalty and rewards,

processing and collection

2ergo Podifi

http://www.google.com.au/url?sa=i&source=images&cd=&cad=rja&docid=pmY-XAd0vokgxM&tbnid=VdVZ6YZ7hw4MSM:&ved=0CAgQjRwwAA&url=http://contactlessintelligence.com/2012/11/28/2ergo-and-o2-launch-mobile-wallet-pilot-in-dublins-docklands/&ei=T-94Uo2xCbGTiQf5vYDAAw&psig=AFQjCNFaa_vtL-Abor2h1llDW-l6XEOZcg&ust=1383743695213780

http://www.google.com.au/url?sa=i&source=images&cd=&cad=rja&docid=m_4UuMDnFSJbgM&tbnid=NtY19sJhJXTlNM:&ved=0CAgQjRwwAA&url=http://www.podifi.com/&ei=zO54Upa8G-aeiAeknoDYCA&psig=AFQjCNFAbnDI7sUmsW2F2eppnbg3HYPg8A&ust=1383743564520077


Credit Agricole Open API

Exposed Cash account and credit card

payments customer data

Allows you to access customer info provided customer has allowed you to

12

Personalized Apps Store

http://www.google.com.au/url?sa=i&source=images&cd=&cad=rja&docid=hCK9nRvxoKuD5M&tbnid=AbPgvO6a-HT24M:&ved=0CAgQjRwwAA&url=http://www.neolane.com/uk/&ei=7vN4UtfoG8qQigfO7oGYDg&psig=AFQjCNETYUWKQl6MIQ-hgS6IYGG83Oxc2A&ust=1383744878525547


Variant: Technology platform fee based income


Business Model Changes

14


What does it all mean?

Purchase Purchase

“Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of

their relationship with that supplier”

Multi-Channel Omni-Channel Stores

Discover

Search

Compare

Decide

Web

Discover

Search

Compare

Decide

Consumer 1 Consumer 2 Consumer 3 Consumer 4

Discover Search Research Compare Decide Purchase

Company

Website

Web

Mobile

Store

Call

Center

Social

15


Customer Experience Management Transformation

Leading South African Financial Institution

Business Drivers Solution

Benefits

Integrated Multi-Channel Environment

across 263 Business Processes

Multi-Country

Simplified and Agile Technology

Structures

Customer Centric Culture

Target

Operating

Model

Single

Customer

View

Leads

Management

Query and

Complaint

Management

Advanced

Analytics

New Generation Bank Vision

Simplification and standardisation

Improved capability to drive business outcomes and value

across customer experience

Increased Customer acquisition

and retention

Reduced cost of service

Reduced cost from integrated

processes and technology supporting them

16


Customer Experience Management Transformation

Leading South African Financial Institution

17

Single View

of Customer

Queries and Complaints

Management

Leads Management Advanced Analytics

• Key capability to enable effective management of

customer information across the bank

• Fundamental building block for further CEM

enhancements

• Framework for consistent Customer information

across all interactions and channels

• Single platform for queries and complaints management

across both staff assisted and self-server channels

• Integrate queries and complaints with Revenue retention

services

• Improve Customer experience First Call Resolution rates

• Support greater understanding of Personal and Business

Banking Value Chain

• Enable Real-Time Personalisation offerings based on

predictive analytics

• Integrated Leads Management process across different

channels

• Enable cross platform and process lead generation

• Integrate Advanced Analytics and Campaign Management

into Leads Management process


Visit us at www.hcltech.com

Thank You

18

Learn more about our CEM solutions to today’s business challenges.

Talk to us at [email protected]

Join our CIO Straight Talk Conversation on LinkedIn

Follow us on Twitter @hcltech

http://www.hcltech.com/

mailto:[email protected]

http://www.straighttalkonline.com/

https://twitter.com/hcltech

Documents

Balaji Ram AVP & Head of Financial ... - HCL Technologies · Title: Image Processing Expertise Author: Raghu Babu M Subject: Customer Presentation Created Date: 11/19/2013 5:46:49