Organise your teams Automate your processes Increase your profits - PowerPoint PPT Presentation

Organise your teams Automate your processes Increase your profits

Bank survey in Kenya I wanted a new Credit Card ….

PWC, CapGemini and others predict the following trends: 1. Customer engagement 2. Digital transformation and value adding 3. Small group communication 4. Immediate answers via mixed channels 3

“ Planned and measured customer experience will significantly improve your company's revenue and profit.” Gabor Kocsis Customer Journey and Busines dev. manager 4

“We want to improve our customer experience!” Why? Because people want to be able to use any service in the same way they use their smartphones. – Thanks to Steve Jobs and Apple ☺ 5

My gift to you today … … are my top 5 tips for successful business transformation in the digital word, which will help you: - Integrate technolgies - Automise processes - Improve customer experience - Reduce your hidden and viewable costs

TIP 1 Engage with your aims and define your KPIs, e.g.: - response time, - talk time, - number of conversations, - Omni-channel communication, - cost reduction (analysis example- downloadable), - NPS, CEC, - Up-to-date customer journey map

Customer Journey Map 8

Visualise a Sophisticated CJM 9

Sophisticated CJM characteristics: ✓ Easy to overview and compare branches ✓ Customer-handling process is easy to update, and can be used as integrated software ✓ Easy to launch a new product/service across many markets 10

Tip 2 Plan a POC project • Reduce your risks • Evaluate tech options and new processes, using a small team and short timescale “Continually and universally automated company”

Tip 2 POC steps: 1. Establish POC aims 2. Project team creation 3. Setup and training 4. Weekly project team meeting 5. Sum up meeting with decision makers If you need a POC project template, just email me: gabor.kocsis@vcc.live

TIP 3 Successful launch 1. Design all interconnected business processes 2. Prepare a responsibility matrix 3. Prepare an integration plan (CRM, telecom, network, knowledge) 4. Plan milestones along with accurate change management Key responsibility roles (RACI model) R=Responsible, A=Accountable, C=Consulted, I=Informed Project Business Project Project Technical Name sponsor analyst manager manager architect Contact Centre platform implementation / Company, VCC Company, VCC Company VCC Live Company Responsibility Live Live Non-Function (Network and Architecture I C I I R design and setup) Security governance I C A I I Functional requirements A R I R C Business acceptance criteria A R I R C Test and deployment A R I R C

TIP 4 Eliminate your long-term IT maintenance risks with : - cloud service (ISO27001-Security, ISO22301- BCP) and integration - secure network (SIP TLS, VPN) - high-level SL (back-up contact centre) Want more detailed information? Send me a email!

TIP 4 Storge Firewall IPS/IDS server Email server IP PBX Corporate infra 1. BI system Firewall IPS/IDS CRM Corporate infra 2.

TIP 5 Keep innovating and help your business team benefit from it: Current trends: - chatbots working with agents - workforce management reducing your costs - social media integration and appropriate communication

What do you need to transform? • People : knowledge, motivation, engagement • Processes -CJM : easy and transparent for both your customers Client and your team members Success • Technology : realise your dreams within hours

So…. who’s ready to begin their digital transformation process today?

Gabor Kocsis - Gary Customer Journey Constultant and Business Development Partner EMEA gabor.kocsis@vcc.live +254 714 670 910 +36 30 519 1262 21