A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.

1. The Customer Journey – Be One Step ahead Trends and influences - 2010

2. 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?

3. What is Customer Experience Management? Operational reality Client promise GAP

6. Real-time, intelligent messaging

7. Social networking and feedback

8. Active recovery and service-to-sales

9. Realistic segmented treatment

10. Delivering a consistent experience

11. Multi-channel interaction coordination

12. Operational customer profile

13. Method of Choice

14. Customer Experience Principles

15. Designing Client interactions

16. Moments of truth

17. Multi-dimensional segmentation

18. User centered design

20. 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?

21. Link Client Experience Projects to the Business Case  Revenue Integration & availability of available data Segmenting clients and targeting effort   Inbound call routing based on number recognition & available information  Profitability Build Web & Client Community to increase Net Promoter Score  Self service channels to improve client satisfaction Marketing optimisation to reduced marketing costs and improved response rates Reduce costs  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

22. 7 Ways that leading Firms differentiate their Client Experience Delivering consistently Resolving questions on first contact Recognising the Client when they contact you appropriately Making a personal connection at point of contact Delighting through random acts of “going the extra mile” Involving Client in your organisation and making them care 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

23. 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

25. Spun-off in 1988

26. Consulting, System Integration and Outsourcing Services

27. 15th biggest IT service provider worldwide

28. Sales: JPY 1 trillion (€ 9 billion)

30. 24/7 Support of Solution and Product

31. Pre-emptive support improvements

32. On-goingTraining

33. Technical Health Check

34. Disaster Recovery Assessment

35. Application Management

36. Business Consultancy

37. Business Case

38. Strategy & Transformation

39. Process Design

40. Management Consulting

41. Programme Management

42. Benefit Realisation

43. Change Management

44. IT Consulting

45. Programme Management

46. Benefit Realisation

47. Project Management

48. Hardware & Software selection

49. Requirements analysis & solution design

50. Solution Development, Systems Integration and Data Migration

51. Quality Assurance & Testing

52. Effective Training Programmes

53. Installation and Go-Live Support

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

55. Sector Portfolio Customer Relationship Management Multi-channel Marketing eCommerce Mobile solutions Telephony Technologies IT Service Management Security Management Business Intelligence and Analytics (inc. Web) Outsourcing & hosting Legacy system integration

56. Contact details Malcolm White Head of Sales & Marketing Cirquent|NTT Data Group Devon House 58-60 St. Katharine’s Way London | 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