Customer Experience rather than price or product by 2020 Gartner - PowerPoint PPT Presentation

‘’90% of global businesses will differentiate themselves via Customer Experience rather than price or product by 2020 ’’ Gartner Global CEO survey

IDN Amsterdam CX pres 1. Overview 2. The Customer Experience Company (TCXC) Product 3. Key Financials 4. Clients 5. Market Information and Market Competitors 6. Management Team 7. Appendix

Our Our CX CX excellence cellence definition: definition: Giving Giving you our r cu cust stome omers s wha hat t th they ey wan ant, t, whe hen n an and h d how th w they ey wan ant t it, it, witho without ut ever er ha having ving to ask to ask for or it. it.

CX data insights CX Training CX Moments TCXC Systems TCXC international & Planning Design Gather /benchmark data in Customised and open training Design and create Remark- Licensing with international IP survey and analysis tool local and international for individual businesses and with unique CX pillar able CX moments via online, partners to use TCXC markets to guide clients CX framework sector associations retail , call centre and marketing framework in own markets excellence comm’s

CX Training TCXC international CX Moments CX data insights TCXC Systems Design & Planning = Retail CXi Fan CXi Donor CXi Auto CXi B2B CXi TCXC Ireland TCXC UK TCXC USA TCXC France etc. TCXC Holland TCXC Portugal

The problem? Companies scrambling to deliver CX excellence to differentiate their business offering How big ? This is a multibillion market The people? Our team are global DM, CRM & CX leaders who built & sold companies in the Past The solution? A Consumer Data framework accelerating the design & delivery of remark-able & effortless CX

Ireland CX sector Overview Forrester claim's CX is the fastest growing business discipline in the world Companies differentiate their business offering via CX excellence TCXC has taken lead position in Irish marketplace before the land grab commenced Irish CX delivery is Two and half years behind the USA and two years behind the UK  100+ Irish enterprises have appointed CX Directors (BOI, Ulster Bank, AIB, Electric Ireland, Eir, Pennys, Vodafone etc)  Irish recruitment companies on global drive for CX specialists  Irish CX Practitioners Association set up May 2016 – 120 members  Sector Associations adding CX streams to annual conferences  CX Media coverage growing rapidly Sept 2016 national coverage of CXi report

‘ ’We take most of the money we spent on internal systems and ‘’90% of businesses advertising and put it around the world will back into Customer differentiate Experience . Then we themselves via CX let our customers be excellence rather our marketing’’ than price or product Tony Hsieh, founder of Zappos by 2020 ’’ Gartner Global CEO survey 2015

The CX Company overview TCXC has built thought leadership in Ireland over a 2 year period. We now wish to build on this and drive growth internationally. What do we do? Design remark-able CX experiences for businesses, helping them stand head & shoulders above their competitors The benefits we offer:  Leverage consumer data to design CX excellence for our clients  Create robust CX plans and internal staff culture change  Provide Clients with unique customer promise  Lock in clients customers for longer  Motivate customers to promote brands amongst friends & family  Present robust ROI to help sell into large enterprise Sample of CXi debriefing report

The problem we solve  Deliver robust benchmarking of the market through Consumer Data  Identify gaps between customer promise and actual delivery  We help Companies differentiate them self's in a ‘generic’ world ‘’90% of businesses around the world will differentiate themselves by CX excellence rather than price or product by 2020’’ Gartner Global CEO survey Dec 2015  Acquire new customers cost effectively  Retain customers for longer periods and be more profitable  Provide a new framework and internal culture to help companies on their CX journey  Provide leadership teams with robust argument to get funding from board decision makers BOI student banking

Progress so far  23 current CXi paid subscribers  Published Irelands 2015 and 2016 CXi report and league table  77,000 Irish surveys across 170 Irish brands = 1.1 million points of data  Twenty + clients using Six Pillar CX framework  CX Academy delivered Snr. Management immersion & staff training programs  Firsts in: Irelands CX Conference –’The stories festival’ - Thought leadership at home and abroad - Irelands CX Masterclass in Trinity College - Irelands CX Awards programme - Thought leadership CX reports and webinars Launched quarterly CX Excellence CEO breakfasts – National Concert Hall -  Recognised as Irelands CX experts through delivery of data insight, strategy, technology, training and creative CX design

TCX plan to have six revenue streams Six CX turnover 2016 2017 2018 2019 Tech Mark up Labour units 1. CXi insight Report 90% 10% 2. CX Planning 40% 60% 3. CX Training 70% 10% 20% 4. CX Design 10% 20% 70% 5. CX Licensing 90% 10% 6. CX Data set 90% 10% Total Turnover Avg % of revenue 70% 5% 25%

Seeking € 800k capital for two year expansion Five CX revenue units 2017 2018 2019 Total turnover 1,221,000 3,017,000 4,690,000 Cost of Sales 260,002 652,512 Gross profit 960,998 2,364,488 Expenses Salaries 652,154 1,385,504 Office Overheads 196,392 287,400 TCXC development 320,000 280,000 Net profit / Loss (207,548) 411,584 950,000 Average staff 10 23 36 Cash Projection 2017-2018 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec -100000 17 17 17 17 17 17 17 17 17 17 17 17 18 18 18 18 18 18 18 18 18 18 18 18 -200000 -300000 -400000 -500000 -600000 -700000

By end of 2017, 50% of new product investment will be redirected to Customer Customer Experienc xperience e Innovation Gartner

Competitive landscape CX Consultancy CX Action and delivery

Ireland CX market size € 53 million CX Insights & Planning There are potentially 200 Irish companies for our top tier package and 2,000 for our standard package = € 13 million. The planning market is dominated by the big four with a CX consultancy opportunity estimated at approx. € 40 million € 38 million CX Training The 2015 expert group on future skills from Forfas estimates that € 380 million was the training budget for Irish business. We propose that 10% of this will be engaged in CX related CX training. € 20 million CX Design & production € 3 million CX Licenses revenue TCXC licenses at subscription fee of € 30k per year. Assume we manage one subscriber per market at avg € 30k per market for data analysis using our CX framework. Focus on North America, Europe, Asia. Assume 100 markets

CX communities we have developed in our Market Target TCXC new offering to C-suite in Irish companies committed to CX, including:  Subscribers CX staff of CXi 1,500  Companies with CX Directors/champions 300  Staff that attend CX academy training events 700  CXi Breakfast attendees 600  Members of CXPA 120  Current and past clients of Dialogue 300  CXi report downloads 2,500  CX Excellence Blog 850 We will enlist members from The Inter Direct Network to grow the international business and population of CX practitioners.

Acquisition activities Create go to website for CX excellence insight, opinion based articles and reports Speaking at CX and Business events Trade association partnerships Organic search and paid for digital advertising Year round PR circulating our messaging Monthly CX Blog to 1,000 practitioners Annual CX story festival and awards programme National press, radio and trade ad presence Quarterly C-suite CXi breakfasts CX audits’ and action sessions to C suite teams Sponsor CX team of year at award programmes

International CX partner opportunities We wish to approach IDN agencies who are considering re-engineering their business purpose. The current subscription costs are estimated at € 30k per year. The more agencies, the less it will cost. Portugal have visited Dublin twice this year and are keen to launch in September 2017. S. Africa are committed to CX but progressing their own model which could add to our knowledge base Other agencies have expressed interest. We hoper to add an additional six agencies in 2018 . I would welcome your feedback this week re interest.

‘’Consumer Data will be the biggest differentiator in our future. Whoever unlocks the reams of data and uses it strategically, wins’’.

The right mix of people

How the market reacted 2,100 report downloads; Numerous companies shared success via ads & social media; Tesco Mobile & Aldi ran national ad campaign celebrating their success; Consumer social media boards lit up.

Appendix – CX Academy training services

Appendix – CXi activities Website hub Irish CX League Table 1,176 downloads CXi Stories Festival

Global recognition for creative and strategic CX excellence