Geri Bildirim Yönetiminde Oyun Nasıl Değişti?

Geri Bildirim Yönetiminde Oyun Nasıl Değişti?
The New Way of managing the CX:
ENTERPRISE FEEDBACK MANAGEMENT
Ralf GANZENMÜLLER
CEO Ipsos Loyalty

Araştırmada Yenilikler Konferansı, Innovation in Research Conference /4 Haziran 2015, 4 June 2015
What it is?
Reason Why?
EFM & Investment in EFM
Ipsos Portfolio
Some Truths
The New Way of Managing
the Customer Experience:
Enterprise Feedback
Management
3

Araştırmada Yenilikler Konferansı, Innovation in Research Conference /4 Haziran 2015, 4 June 2015 5

THE ERA OF SPONTANEOUS SELF-EXPRESSION: IMAGES, DATA, TEXT, CX, …
7

CONSUMERS TODAY …
8
Demanding : « the perfect CX » (right for me, right when I want it, right
where I am)
Powered by mobile
Boosted by social media
Conscious of their values (expectations) and willing to express them

THE ERA OF OF EMPOWERED CONSUMERS / CUSTOMERS:

FORRESTER RESEARCH 2007-2013
11

TECHNOLOGIES TO WATCH IN 2015
12

PWC CEO SURVEY 2015
13

What it is?
Reason Why?
Ipsos Portfolio
Some Truths
Enterprise Feedback
Management

EFM – ALL YOU NEED TO KNOW IS IN THE NAME
Enterprise
Feedback
Management
100’s or 1000’s of daily users
at all organizational levels
All sorts, structured, unstructured,
passive, active, internal, external
– much more than survey data
Real time, closed loop action
oriented, results focused
E
F
M

CONSEQUENCE: EFM IS A NEW WAY OF MANAGING
CUSTOMER FEEDBACK
18
The Old Way The New Way
Action Orientation Feeding a scorecard Closing the loop
Ongoing Feedback (Bi-)Annual surveys Real time
Survey Structure Survey based Verbatim oriented
Data Integration Single source Multiple sources
(Predictive Modeling) Reactive response Anticipating behavior

What it is?
Reason Why?
Ipsos Portfolio
Some Truths
Enterprise Feedback
Management

Client Conference Turkey
EFM is A New Way of CX Measurement for today’s digital world
Faster, device-agnostic, in-the-moment, engaging
New Ways of working with our clients
More advisory, more collaborative, more IT

•Ipsos Loyalty is NOT a SaaS Company
• We are not and don’t intend to be a Software-As-A-Service Firm
•Ipsos Loyalty IS a SaaS Company
• We want to be the best Service-And-A-Software Firm

HOW EFM WORKS – IN VERY BASIC TERMS
22
Everything real time and full CRM integration!
Real time
sample flow
Real time
reportingReal time data
back to CRM

IPSOS EFM PORTFOLIO:
MARKET ENTRY SOLUTION VIEWSCAST (IVR) – STANDARD
23

MARKET ENTRY SOLUTION VIEWSCAST (IVR) - CUSTOM DESIGN
24

EFM CUSTOM SOLUTION – BASEVERSION
25
• Role-based reporting dashboards tailored
to different functions in the business
• Agent/customer level reporting and
closed loop feedback for
Operations/Customer Relationship teams
• Drill down into insights and segment
feedback in many different ways
• Embedded verbatim responses to provide
context for interpretation of scores
• Functionality for ‘super-users’ to build
their own dashboards according to their
needs
Benchmarking over
all questions
Overview of status
Hot Alerts
Refeed of KPIs into the
client CRM system to
optimize marketing
actions
Delivery of sales
opportunities to
increase business
Create customer
care excellence to
delight customers

EFM CUSTOM SOLUTION – CUSTOM DESIGN
26

EFM CUSTOM SOLUTION – CUSTOM DESIGN
27

EFM CUSTOM SOLUTION – THE NEW CUSTOM DESIGN (CURRENTLY IN DESIGN-PHASE)
28

What it is?
Reason Why?
Ipsos Portfolio
Some Truths
Enterprise Feedback
Management

There is no such thing like a
perfect software existing

No one fits all
No fit foreverNo fit forever
THERE IS NO SUCH THING LIKE A PERFECT SOFTWARE EXISTING!

Build the technology around
your business needs, not
vice versa

Client Conference Turkey
USE SOFTWARE SOLUTIONS BUILD FOR YOUR INDUSTRY AND YOUR NEEDS

Software is a mean to an end -
NOT AN END IN ITSELF

ALTHOUGH EFM ALMOST ALLTIME MUST BE SAAS, IPSOS IS SELLING A SERVICE
AND NOT ONLY A SOFTWARE. SOFTWARE IS A MEAN TO AN END – NOT AN END IN ITSELF
36

Successful CEM Organizations focus on Alignment
and Engagement not just Metrics and Analysis
Building Understanding
Research Design/Planning
1
Stakeholder Alignment &
Engagement
2
Measurement/Reporting/Analytics3
Action Planning/Ongoing Program
Re-evaluation
4

It requires Courage to bring
Customer Experience to the
next level

EFM fits perfect to our Ipsos
New Way Initiative.

• Actuality (Real-Time)
• Democracy (Role-Based-Reporting)
• Practicability (Mobile)
Game Changing
(increase value
of data)
• Better (more value)
• Quicker (Real-Time)
• Cheaper (Mobile, Online, IVR)
BQC!
• Security (our Ipsos promise to make EFM smart and reliable)
• Simplicity (EFM by definition short & simple)
• Speed (Real-Time)
• Substance (we design, deploy, operate integrated CI/CX systems)
4S
45
EFM & THE IPSOS MANTRAS

Geri Bildirim Yönetiminde Oyun Nasıl Değişti?

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Andere mochten auch

Andere mochten auch (20)

Ähnlich wie Geri Bildirim Yönetiminde Oyun Nasıl Değişti?

Ähnlich wie Geri Bildirim Yönetiminde Oyun Nasıl Değişti? (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Geri Bildirim Yönetiminde Oyun Nasıl Değişti?