Retail Banking and Social Media - Customer Experience Management Services
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Customer experience management services presentation by Donald Morrison at 9th annual pan-european retail banking conference on May 22 in London.
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Retail Banking and Social Media - Customer Experience Management Services
- 1. BANKING & CAPITAL MARKETS Customer Experience Management Services Stay Ahead of Your Customer’s Need 9th Annual Pan-European Retail Banking Conference 24 May 2012
- 2. • Commoditization has stripped away existing sources of differentiation. • Customers have more power than ever. • Traditional industry boundaries are fading Customer experience is the next competitive battleground 24 May 2012 | 2 BANKING & CAPITAL MARKETS
- 3. The way customers consume information and communicate has changed Vertical Before communication Current Multi-lateral communication 24 May 2012 | 3 BANKING & CAPITAL MARKETS
- 4. Many banks are invested in customers, few are engaged... Laggards Market Leaders Percentage of Organizations across Maturity Levels 2011 Customer Experience 2009 Management Top Bank in the US hired 12 resources just to mine twitter Invested Committed Engaged Embedded Interested Invested or Engaged? 24 May 2012 | 4 BANKING & CAPITAL MARKETS
- 5. It’s a Journey, Not a Project !!! 24 May 2012 | 5 BANKING & CAPITAL MARKETS
- 6. Technology spaghetti • There are 250 + Well known Social Sites • 800+ Social Listening Technology Products • 100+ Analytics Tools • 200+ Digital Marketing tools • 80 + Technology Products focused on customer experience and many more… IT’S COMPLEX & POSES HIGH RISK OF FAILURE 24 May 2012 | 6 BANKING & CAPITAL MARKETS
- 7. It’s a complex ecosystem, with many opportunities Reduce cost of servicing using our 10 Fold profitable integrated product response recommendations management offering 360 Degree Customer Increase leads up Insight to 3 Improve Bring innovation times/customer Net in products and Promoter services by social Score 50+ idea management Enhance Reduce support customer lifetime cost by building a value comprehensive Multichannel knowledge Business repository Enablement Reduce call Finer targeting volumes by through Digital Co-create 30% by using Marketing customer our self service offering experience by solutions building a social business 24 May 2012 | 7 BANKING & CAPITAL MARKETS
- 8. The mantra of co-creation RESPOND Execute tactical & strategic projects ANALYZE Perform analysis & make decisions LISTEN Monitor & build intelligence PLAN What do you want to achieve? 24 May 2012 | 8 BANKING & CAPITAL MARKETS
- 9. MphasiS UK France Belgium Ireland Netherlands Germany Canada Switzerland Poland India USA China Japan •Revenue FY 2011 – Sri Lanka $1,116 million Singapore •38,000+ Professionals •545 Clients Australia •Deliver Applications, BPO Noida and IT Infrastructure (Delhi) Management Services New Zealand Ahmadabad Vadodara Indore Raipur Mumbai Pune Mangalore Bangalore Chennai Pondicherry India Center (BPO) Delivery Footprint Global Service Center (ITO & APPS) Client Footprint Training Academy 24 May 2012 | 9 BANKING & CAPITAL MARKETS
- 10. Thank You Don Morrison SVP of Banking and Capital Markets MU © 2012 MphasiS The information contained herein is subjected to change without notice.
Hinweis der Redaktion
- Use the JPMC Example: JPMC has the intention to listen to customers on social channels and have invested in hiring 12 full time employees, but due to human limitations and bounded rationality they can not engage effectively with customers on social channels. This is a costly affair for JPMC. In the recent Temkin ranking, JPMC was rated 89th in customer experience. Being the top bank in US, they should be the leaders in this space.We MphasiS with our Social Business Platform + BPO can help make that jump
- We could swap 5 and 6. This slide tells that there are so many things to consider that its better banks let us manage it, as this is our job.
- The complexity of the eco-system is depicted here. The various components of the target model provides various benefits. Prime one being Net Promoter score, as it is the index of customer satisfaction.
- The blueprint of our offering. Operates under the philosophy of Listen->Analyze->Respond in order to help Fis co-create top class customer experienceListen is where we monitor and converge information Analyze is where we develop intelligence and insightRespond is where we take action..