Establishing a Platform Approach to Digital Customer Engagement

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Establishing a Platform Approach to Digital Customer Engagement"

Transcription

1 Establishing a Platform Approach to Digital Customer Engagement CSWeek 40 Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. If you are authorized to access this publication, your use of it is subject to the Usage Guidelines for Gartner Services posted on gartner.com. The information contained in this publication has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of Gartner's research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice. Although Gartner research may include a discussion of related legal issues, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner is a public company, and its shareholders may include firms and funds that have financial interests in entities covered in Gartner research. Gartner's Board of Directors may include senior managers of these firms or funds. Gartner research is produced independently by its research organization without input or influence from these firms, funds or their managers. For further information on the independence and integrity of Gartner research, see "Guiding Principles on Independence and Objectivity."

2 True Story: Outage Customer Experience Gartner analyst Anne is working from home and experiences a power outage Anne calls the contact center and tells Bill that her power is out. Bill has no information about Susan s outage, but he tries to help by creating a service request In an effort to find information, Anne navigates to her utility s website. She finds an Outage Central page with an outage map, but her outage does not appear on the map. Anne tries to report her outage, but in order to do that, she needs account information that she does not have readily at hand. Frustrated, Anne finds the Twitter channel for her utility where she direct messages her utility with her address and outage complaint Within one minute, Anne gets a response that her utility knows about her outage, is working on restoration, and should have power back within one hour Twenty minutes later, Anne s power is restored Two days later, a work crew from the utility shows up at Anne s house to close out a work order 1

3 Customer Expectation Problem/Question Convenient Channel Easy Interaction Closure Immediate Notification Prompt Resolution 2

4 Service Reality IVR/Call Ctr Portal MMS EMMS Social CRM In a multi-channel digital world, we can no longer meet service expectations with transactional integration between stovepipe systems CIS OMS WMS 3

5 Planning Process Set Digital Customer Engagement Objectives Create a Shared Customer Experience Vision Identify Foundational Technologies Link Customer Engagement to Business Drivers 4

6 Digital Customer Engagement Objectives

7 Create a Mission Statement Guides direction over the long term Include executives in the process to improve alignment Use to sanity check projects, initiatives, reviews, etc. Filter noise, distractions Example: We provide our customers the tools and solutions that enable them to meet all their energy needs, wherever, whenever and however they want. We are trusted advisors and give our customers proactive advice to help them make smart energy choices. 6

8 Describe Engagement Objectives Mix of internally-focused and customer-facing Linkage is critical to success Internally Focused Achieve conservation targets Reduce cost to serve Increase staff retention Customer-Facing: "My Utility..." helps me conserve water to save me money, end drought restrictions and improve sustainability provides me ways to view and pay my bill, online and via my smart phone has friendly personnel that either fix problems right away, or get back to me with answers in the promised timeframe 7

9 Identify Metrics for Each Objective Metrics link engagement objectives to business outcomes. Example objective: Conserve water to address supply constraints: Metrics: Reduction in gallons used per day (GPD) per household Number of customers participating in water conservation educational program Number of specific conservation measures (low flow shower heads, etc.) X% improvement in compliance to drought measures 8

10 Envision Customer Experience

11 Techniques for Defining Customer Experience Segmentation groupings of similar customers and prospects based on descriptive data Personas people archetypes that describe individual segments Journey Maps activity flows that personas follow to satisfy their needs and achieve their goals 10

12 Segments Gartner defines a segment as: a group of people or other entities, like companies or stores, which share quantifiable attributes that matter to the marketer's business. Most marketers do not use a single approach to segmentation for all their efforts, but rather apply a number of different approaches for different business reasons. Source: How to Build Segments and Personas for Digital Marketing, Gartner, May,

13 Segmentation Schemas Retailer CVS uses five different schemas: Psychographic Lifestyles and attitudes toward managing family health, for brand and other awareness campaigns Behavioral Frequency of shopping by category and engagement with marketing tactics, for couponing and promotions Benefits Functional or emotional benefits (e.g., whiter teeth) for product advertising Geography Region and density for product mix and pricing Occasion Special occasions (e.g., birthdays) or purchase intervals for reminders and recognition 12

14 Example Segmentation Schema for a Utility Demographics: - customer type (residential, commercial type of establishment, industrial) - property characteristics - major systems, e.g. central AC, electric water heater, etc. Behavioral: - consumption and occupancy patterns - responses to past campaigns Psychographics: - attitudes toward energy and the environment e.g. save money, be green, limit involvement Energy Technology Adoption: - EV, smart thermostat, smart home solar panels 13

15 Personas Put a human face on a market segment Used in experience design, marketing messages Inputs to development of campaigns and channels including digital channels Can also be used for marketing strategy and product development 14

16 Source: DOE Office of Energy Efficiency and Renewable Energy 15

17 Customer Journey Maps Common approach used in people-centric design processes Highlight the gaps between an audience's (customer, employee, partner) expectations and perceptions of the actual experience at key steps along the journey Can be channeled into comprehensive experience redesign efforts or Can help a design team define a specific solution, of collection of solutions, from the perspective of a targeted audience. 16

18 How to Map Customer Journeys Map your customer and their journey, not your company's organization chart and its processes Include all channels Let the customer lead you, not you lead the customer Answer these: - Where am I relevant? - Where am I irrelevant? - Where can I be made relevant? - Where do I want the customer to end the journey? Source: Lono Creative 17

19 Identify Foundational Technologies

20 Gartner PACE Layering New Ideas Emerging Channels Better Ideas Greater Efficiency Systems of Innovation Connective Tissue Systems of Differentiation Connective Tissue Connective Tissue Connective Tissue Systems of Record Common Ideas Unique Processes 19

21 Characteristics of the Layers Attributes Business Processes Systems of Record Integrated, commoditized, stable. Systems of Differentiation Highly configurable and customizable. Systems of Innovation Experimental, ambiguous, dynamic, ad hoc. Pace of Change Lifetime Slow, infrequent, incremental (every 6 to 12 months). Moderate, more frequent (every 3 to 6 months). Rapid, very frequent, ad hoc (weekly, sometimes daily). 10+ years. 2 to 5 years. 3 to 12 months. Strategic Focus Standardization. Operational efficiency. Agility/Flexibility. Competitive differentiation. Disruptive thinking. Alternative business models. Stakeholders/ Ownership Funding High executive engagement. Low end-user engagement. Capex and opex. Annual budget. High LOB executive engagement. Moderate end-user engagement. Capex and opex. IT budget or departmental. Moderate executive engagement. High end-user engagement. Departmental opex. Innovation fund. 20

22 PACE Layer Example for Utilities Home Energy Management Electric Vehicle Charging Services and V2G Social for CRM Multisided Market Platform LMP Congestion Management IoT Real-Time Offer Engines Energy Efficiency Gamification Peer Consumption Benchmarking Outage Portal Web Self-Service CRM. Systems of Innovation Demand Response Management System Consumption Analytics Energy Efficiency Program Management ADMS APM Mobile Work Management Geographic Information Management (GIS) Outage Management System (OMS) ERP Systems of Differentiation Contact Center Meter Data Management Customer Information System (CIS) Systems of Record Enterprise Asset Management Distribution Design Tool Joint Pole Use 21

23 Outage Scenario Customer outage journey brings relevant technologies into focus Cross-channel continuous experience requires state management Social for CRM Mobile Apps Systems of Innovation Web Self-Service Outage Portal CRM. Mobile Work Management Systems of Differentiation Outage Management System (OMS) Geographic Information Management (GIS) Contact Center Customer Information System (CIS) Systems of Record Meter Data Management 22

24 PACE Layering Services View (Example) Emerging Channels Crowdsourcing Smart Machines IoT Systems of Innovation Connective Tissue Connective Tissue Established Interfaces Cross-Channel State Mgmt Collaboration Workflow Systems of Differentiation Connective Tissue Connective Tissue Customer Master Data Tariffs Outage Data Service Orders Systems of Record 23

25 Foundational Technologies Takeaways Apply PACE layering to prevent monolithic thinking, and getting trapped in system of record Use personas and customer journey to inspire outside-in thinking Apply creative approaches for context management in the face of channel switching Work with IT to determine services needed at each PACE layer Enlist IT enterprise architects to help design connective tissue between layers 24

26 Link Customer Engagement to Business Drivers

27 Types of Benefits Customer Engagement Can Deliver Voluntary program success: - Energy Efficiency - Demand Response - New Tariff Enrollments Customer goodwill / achievement of service quality indices Customer acquisition and retention (competitive markets) Expansion into new service lines Customer service cost reduction 26

28 Gartner Predicts By 2017, two-thirds of all customer service interactions will no longer require the support of a human intermediary. Current research shows that, in 2014, this was 55% of the interactions. Source: Why You Need to Rethink Your Customer Self-Service Strategy 27

29 The Elusive Utility Self-Service Objective Although utilities have reported a significant investment in self service channels, they still report that, on average, 63% of calls that are handled by call centers are billing- or account-maintenance-related Utility call centers are handling, on average, 2.25 calls per customer annually Out of those calls, 84.4% come from residential customers. Utilities have, on average, 1.76 customer service representatives per 10,000 customers The average annual call center cost per customer was reported to be $11.73 Source: Gartner, Survey Analysis: How Much Does it Cost to Serve Utility Customers? 28

30 The Fallacy of Call Center Statistics As we push routine transactions to self-service, a higher proportion of calls will be more complex Moving routine transactions to self-service will reduce call volume, but increase call duration This will create the illusion that CSRs are less efficient In reality, a mix of self-service tools and knowledge management for less common issues is needed 29

31 30

32 Today: Transactional Metrics First call resolution Average call handle time Number of calls handled Number of issues resolved Average time to issue resolution Agent productivity 31

33 Tomorrow: Channels Drive Outcomes Self service resolutions - Number of questions answered online - Virtual agent only - Virtual agent + chat - Virtual agent + chat + call Conversions by channel Top converting agents Top call issues last month Percentage of top call issues moved to self-service Content produced and reused all channels 32

34 Where to Go Next With Customer Self-service Find the Delivery Gaps Track each person who has attempted self-service Measure completion rates of self-service Measure escalations Detail escalation paths. Example: Google, to community, to your website, to a chat, to an IVR, to a human Build content and services to prevent escalations 33

35 Questions? Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day.

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

The Outlook for IT. 2014 to 2017. Michael Smith VP Distinguished Analyst January 31, 2014

The Outlook for IT. 2014 to 2017. Michael Smith VP Distinguished Analyst January 31, 2014 The Outlook for IT Michael Smith VP Distinguished Analyst January 31, 2014 2014 to 2017 Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed

More information

Agenda Overview for Social Marketing, 2015

Agenda Overview for Social Marketing, 2015 G00270737 Agenda Overview for Social Marketing, 2015 Published: 19 December 2014 Analyst(s): Julie Hopkins Social marketing programs are maturing; executives increasingly expect ROI to follow social marketing

More information

Agenda Overview for Digital Commerce, 2015

Agenda Overview for Digital Commerce, 2015 G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.

More information

Agenda Overview for Marketing Management, 2015

Agenda Overview for Marketing Management, 2015 G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new

More information

Cloud Trends 2015 and beyond

Cloud Trends 2015 and beyond Cloud Trends 2015 and beyond Thierry Kuperman Le Bihan @tkuperman Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form

More information

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience G00255396 Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience Published: 9 January 2014 Analyst(s): Laura McLellan Gartner's Digital Marketing Spending Survey shows that digital

More information

Customer Experience Primer for 2016

Customer Experience Primer for 2016 Gartner for Marketers Customer Experience Primer for 2016 Jake Sorofman Research Vice President G00293087 Customer Experience Primer for 2016 Published: 25 January 2016 Analyst(s): Jake Sorofman, Simon

More information

Oracle Utilities Customer Care and Billing

Oracle Utilities Customer Care and Billing Customer Care and Billing Utilities are faced with a rapidly changing industry and increasing expectations from their customers. Adapting to these factors with existing customer information systems likely

More information

Agenda Overview for Multichannel Marketing, 2015

Agenda Overview for Multichannel Marketing, 2015 G00271717 Agenda Overview for Multichannel Marketing, 2015 Published: 19 December 2014 Analyst(s): Adam Sarner, Jennifer S. Beck Multichannel marketing is where content and context meet and where brand

More information

Management Update: The Eight Building Blocks of CRM

Management Update: The Eight Building Blocks of CRM IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful

More information

ORACLE SOCIAL MARKETING CLOUD SERVICE

ORACLE SOCIAL MARKETING CLOUD SERVICE ORACLE SOCIAL MARKETING CLOUD SERVICE KEY FEATURES Universal navigation between all social marketing functionality Single-platform management for Facebook, Google+, Twitter and other social communities

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Utility Billing, Customer Engagement and Enhanced Transactions

Utility Billing, Customer Engagement and Enhanced Transactions Utility Billing, Customer Engagement and Enhanced Transactions Nat Treadway Managing Partner, Distributed Energy Financial Group LLC DEFG NRRI Webinar March 17, 2016: Utility Billing and Customer Care:

More information

Marketing Data and Analytics Primer for 2016

Marketing Data and Analytics Primer for 2016 Gartner for Marketers Marketing Data and Analytics Primer for 2016 Andrew Frank VP Distinguished Analyst Martin Kihn Research Vice President G00293079 Marketing Data and Analytics Primer for 2016 Published:

More information

Agenda Overview for Mobile Marketing, 2013

Agenda Overview for Mobile Marketing, 2013 G00245888 Agenda Overview for Mobile Marketing, 2013 Published: 9 January 2013 Analyst(s): Mike McGuire Mobile computing will revolutionize digital marketing by exploiting rich information about where

More information

Mobile Marketing Primer for 2016

Mobile Marketing Primer for 2016 Gartner for Marketers Mobile Marketing Primer for 2016 Adam Sarner Research Vice President Mike McGuire Research Vice President Charles S. Golvin Research Director G00293091 Mobile Marketing Primer for

More information

Agenda Overview for Mobile Marketing, 2015

Agenda Overview for Mobile Marketing, 2015 G00270723 Agenda Overview for Mobile Marketing, 2015 Published: 18 December 2014 Analyst(s): Mike McGuire Mobile technologies enable digital marketers to engage customers at every stage of the purchase

More information

Tech Go-to-Market: CEOs and Business Leaders Are Investing in Marketing to Address Digital Buyers

Tech Go-to-Market: CEOs and Business Leaders Are Investing in Marketing to Address Digital Buyers Gartner for Small and Midsize Business CEOs Tech Go-to-Market: CEOs and Business Leaders Are Investing in Marketing to Address Digital Buyers David Yockelson Gartner Research Vice President 2016 Gartner,

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Retail Banking Industry A Nuance Customer Care White Paper introduction The recent economic downturn has created some

More information

Navigating Uncertainty: Keys to Success in a Changing Environment

Navigating Uncertainty: Keys to Success in a Changing Environment Navigating Uncertainty: Keys to Success in a Changing Environment CAIB 37 Annual Conference Presentation November 2010 A new reality for banking: managing uncertainty Banks are facing a new environment

More information

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities?

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities? ANALYTICS Analytics defined Analytics is the process of studying data to identify potential trends, evaluate decisions, or assess the performance of a tool, event, or scenario. The process should include

More information

Social Media Analysis and Audience Engagement

Social Media Analysis and Audience Engagement Solution in Detail Media and Marketing Executive Summary Contact Us Social Media Analysis and Audience Engagement Analyze Social Media and Engage Customers Audience Engagement Consumer Experiences Social

More information

Solution Overview SPECIALIST WAT SPECIALIST WA ER TER BILLING BILLING & CRM CRM

Solution Overview SPECIALIST WAT SPECIALIST WA ER TER BILLING BILLING & CRM CRM Solution Overview SPECIALIST WATER BILLING & CRM SPECIALIST SOFTWARE FOR SMARTER INVESTMENT DECISIONS Gentrack Velocity: Powerful tools for water utilities Water utilities are under constant pressure from

More information

Future of Money: Digital Payment Advisors Will Transform the Payment Landscape

Future of Money: Digital Payment Advisors Will Transform the Payment Landscape G00248422 Future of Money: Digital Payment Advisors Will Transform the Payment Landscape Published: 11 April 2013 Analyst(s): Alistair Newton DPAs are applications on a customer's mobile device that recommend

More information

Agenda Overview for Multichannel Marketing, 2013

Agenda Overview for Multichannel Marketing, 2013 G00245870 Agenda Overview for Multichannel Marketing, 2013 Published: 3 January 2013 Analyst(s): Jennifer S. Beck, Adam Sarner Consumers are in the driver's seat, with high expectations for multichannel

More information

Drive growth. See results. Performance Marketing Services Overview

Drive growth. See results. Performance Marketing Services Overview Drive growth. See results. Performance Marketing Services Overview Channel agnostic portfolio management designed with your goals in mind. Channels don t matter to the customer; they engage with brands

More information

IBM Coremetrics Web Analytics

IBM Coremetrics Web Analytics IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever

More information

How to Establish a Social Strategy for CRM

How to Establish a Social Strategy for CRM Research G00248778 8 February 2013 How to Establish a Social Strategy for CRM Michael Maoz, Jenny Sussin The next generation of social strategy for CRM initiatives will require cooperation from the CIO,

More information

Top 10 Strategic Technology Trends for Smart Government

Top 10 Strategic Technology Trends for Smart Government Top 10 Strategic Technology Trends for Smart Government Rick Howard Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form

More information

Agenda Overview for Customer Experience, 2015

Agenda Overview for Customer Experience, 2015 G00270544 Agenda Overview for Customer Experience, 2015 Published: 22 December 2014 Analyst(s): Jake Sorofman Customer experience has emerged as a top priority for marketers. This overview summarizes how

More information

Software and Data Are Reshaping the Advertising Market

Software and Data Are Reshaping the Advertising Market THOUGHT LEADERSHIP Software and Data Are Reshaping the Advertising Market APR 2016 Scott Denne, Analyst Matt Mullen, Senior Analyst, Social Business The growth of digital media and mobile connectivity

More information

What's a Digital Marketing Platform? What Isn't?

What's a Digital Marketing Platform? What Isn't? G00252512 What's a Digital Marketing Platform? What Isn't? Published: 26 June 2013 Analyst(s): Jake Sorofman, Andrew Frank, Bill Gassman, Adam Sarner, Mike McGuire The rise of digital marketing has amplified

More information

Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process

Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process Research Publication Date: 26 October 2010 ID Number: G00207031 Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process Kimberly Collins This research

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

Management Update: CRM Success Lies in Strategy and Implementation, Not Software

Management Update: CRM Success Lies in Strategy and Implementation, Not Software IGG-03122003-01 D. Hagemeyer, S. Nelson Article 12 March 2003 Management Update: CRM Success Lies in Strategy and Implementation, Not Software A customer relationship management (CRM) package doesn t ensure

More information

Agenda Overview for Emerging Marketing Technology and Trends, 2015

Agenda Overview for Emerging Marketing Technology and Trends, 2015 G00270688 Agenda Overview for Emerging Marketing Technology and Trends, 2015 Published: 18 December 2014 Analyst(s): Andrew Frank The best digital marketers exploit emerging trends and technologies to

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

ORACLE REAL-TIME DECISIONS

ORACLE REAL-TIME DECISIONS ORACLE REAL-TIME DECISIONS KEY BUSINESS BENEFITS Improve business responsiveness. Optimize customer experiences with cross-channel real-time decisions at the point of interaction. Maximize the value of

More information

Customer insight into the business. Business insight on the customer. Lowering of the cost structure. Improvement to revenue or profits

Customer insight into the business. Business insight on the customer. Lowering of the cost structure. Improvement to revenue or profits Decision Framework, M. Maoz, E. Kolsky Research Note 3 January 2003 Customer Service Hype Cycle 2003: Strategy Comes First Customer sophistication will drive demand for improved service and support. Carefully

More information

Defining the PLM Magic Quadrant by Criteria and Use. We provide the methodology used in developing our product life cycle management Magic Quadrant.

Defining the PLM Magic Quadrant by Criteria and Use. We provide the methodology used in developing our product life cycle management Magic Quadrant. Markets, M. Halpern Research Note 18 March 2003 Defining the PLM Magic Quadrant by Criteria and Use We provide the methodology used in developing our product life cycle management Magic Quadrant. Core

More information

Case Study: Tackle Customer Service to Expand Marketing Initiatives Using Social CRM

Case Study: Tackle Customer Service to Expand Marketing Initiatives Using Social CRM Research G00231087 3 February 2012 Case Study: Tackle Customer Service to Expand Marketing Initiatives Using Social CRM Jenny Sussin Bonobos, an Internet-based men's retail clothier, wanted to jump into

More information

Recognize the Importance of Digital Marketing

Recognize the Importance of Digital Marketing Recognize the Importance of Digital Marketing Laura McLellan, Lead Author Laura McLellan, Laura McLellan serves CMOs and other marketing executives, sharing how digital strategies are being integrated

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Allstate: A Financial Services CRM Best Practice

Allstate: A Financial Services CRM Best Practice Case Studies, K. Harris Research Note 18 August 2003 Allstate: A Financial Services CRM Best Practice Allstate Insurance found success at careful planning, testing, implementation and management of customer

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

CRM Excellence Award Winner: BCAA

CRM Excellence Award Winner: BCAA Case Studies, A. Sarner Research Note 5 December 2002 CRM Excellence Award Winner: BCAA A project to capture and consolidate member data grew into a winning customer relationship management initiative

More information

Key Industry Challenges addressed by Superior Customer Offerings

Key Industry Challenges addressed by Superior Customer Offerings Customer Value Enhancement Award Mobile Marketing North America, 2011 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year in business with a global research organization of

More information

CUSTOMER EXPERIENCE PLAN Executive Summary

CUSTOMER EXPERIENCE PLAN Executive Summary At the core of the 2012 strategy are five strategic focus areas that prescribe a suite of people, process and technology oriented solutions. These areas are: Operations To ensure satisfied customers through

More information

Product Sample: Knowledge Area Review of World Class Customer Retention

Product Sample: Knowledge Area Review of World Class Customer Retention Product Sample: Knowledge Area Review of World Class Customer Retention PRODUCT SAMPLE: WORLD CLASS CUSTOMER RETENTION (total of 106 pages) Commercial research relevant to any organisation seeking to improve

More information

The Top 10 Ways to Make a Website Customer-Centric

The Top 10 Ways to Make a Website Customer-Centric The Top 10 Ways to Make a Website Customer-Centric Gartner RAS Core Research Note G00172127, Michael Maoz, 6 November 2009, RA208022011 Most business leaders think their websites work better than they

More information

Citizen, Constituent, Customer Experience The way ahead

Citizen, Constituent, Customer Experience The way ahead Citizen, Constituent, Customer Experience The way ahead David Lopes 1 ! Don t care about your internal departments! Expect you to connect my journey! Expect you to remember them! Expect you to be aware

More information

Integrated Experience Design

Integrated Experience Design Accenture Interactive Point of View Series Banking on Digital: Enabling a digital first mindset Integrated Experience Design Digital Operating Model Socially Engaging Banking Digital Relationship Management

More information

To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy

To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy May 24, 2106 Madhukar Kumar VP, Cloud Product Business Group, CX Oracle Andrew Cole, Director of Digital Content,

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

The Social Media Manual for the Utility Industry - Guidelines & Best Practices

The Social Media Manual for the Utility Industry - Guidelines & Best Practices BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity

More information

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer

More information

Agenda Overview for Data-Driven Marketing, 2015

Agenda Overview for Data-Driven Marketing, 2015 G00270683 Agenda Overview for Data-Driven Marketing, 2015 Published: 29 December 2014 Analyst(s): Martin Kihn Gartner's 2015 research will help you seize the growth opportunities that data-driven marketing

More information

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE KEY FEATURES Global social media, web, and news feed data Market-leading listening quality Automatic categorization Configurable dashboards, drill-down

More information

A Manufacturing Solution or

A Manufacturing Solution or Master Data Management: A Manufacturing Solution or Sinkhole? It Depends on Your Planning! Marc Halpern Twitter: @mrhalpern4353 Gartner is a registered trademark of Gartner, Inc. or its affiliates. This

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Customer Experience Strategy and Implementation

Customer Experience Strategy and Implementation Customer Experience Strategy and Implementation Enterprise Customer Experience Transformation 2014 Andrew Reise, LLC. All Rights Reserved. Enterprise Customer Experience Transformation Executive Summary

More information

Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day.

Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day. Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day. 2008 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered

More information

Overview of Marketing Presented by Ann Walenski

Overview of Marketing Presented by Ann Walenski Overview of Marketing 2012-2013 Presented by Ann Walenski 1 The Big Idea! Marketing Story of Sliced Bread Otto Frederick Rohwedder The Jeweler Developed in 1912 Bread Slicing Machine Prototype/Blue Prints

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

2015 CIO Agenda: An Africa Perspective

2015 CIO Agenda: An Africa Perspective G00272423 2015 CIO Agenda: An Africa Perspective Published: 30 January 2015 Analyst(s): Mbula Schoen, Wm. L. Hahn Gartner's 2015 CIO survey results clearly show that digital technologies are creating a

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business

More information

Attachment 16.1 SA Power Networks: Customer Data Quality Plan 2015-2020 September 2014

Attachment 16.1 SA Power Networks: Customer Data Quality Plan 2015-2020 September 2014 Attachment 16.1 SA Power Networks: Customer Data Quality Plan 2015-2020 September 2014 Customer Data Quality Plan 2015-2020 V1.1 Executive Summary The commencement of Full Retail Contestability in 2004

More information

Introduction. External Document 2015 Infosys Limited

Introduction. External Document 2015 Infosys Limited Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction

More information

mysap ERP FINANCIALS SOLUTION OVERVIEW

mysap ERP FINANCIALS SOLUTION OVERVIEW mysap ERP FINANCIALS SOLUTION OVERVIEW EFFECTIVE FINANCIAL MANAGEMENT ... IS KEY TO BUSINESS SUCCESS mysap ERP FINANCIALS YOUR BUSINESS, YOUR FUTURE, YOUR SUCCESS mysap ERP is the world s most complete

More information

Making Self-Service Work: the Critical Role of Content

Making Self-Service Work: the Critical Role of Content Allen Bonde Group White Paper A Management Consulting and Strategic Advisory Firm March 2005 Making Self-Service Work: the Critical Role of Content This ABG White Paper has been developed with RightAnswers,

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Cloud, SDN and the Evolution of

Cloud, SDN and the Evolution of Cloud, SDN and the Evolution of Enterprise Networks Neil Rickard Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form

More information

TOTAL DATA WAREHOUSING: 2013-2018

TOTAL DATA WAREHOUSING: 2013-2018 TOTAL DATA WAREHOUSING: 2013-2018 Analytic Database and Hadoop Market Sizing and Forecasts This report examines the marketplace for Total Data Warehousing including competing players, revenue generation

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Adobe Analytics Premium Customer 360

Adobe Analytics Premium Customer 360 Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your

More information

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Data Drives IT Intelligence We live in a world driven by software and applications. And, the

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Optimizing Customer Service in a Multi-Channel World

Optimizing Customer Service in a Multi-Channel World Optimizing Customer Service in a Multi-Channel World An Ovum White Paper sponsored by Genesys Publication Date: October 2010 Introduction The way in which customer service is delivered has changed. Customers

More information

ITG Executive Summary

ITG Executive Summary ITG Executive Summary August 2010 VALUE PROPOSITION FOR IBM SOFTWARE ACCELERATED VALUE PROGRAM: QUANTIFYING THE COST/BENEFIT CASE Quantifying Value What is the value of an IBM Software Accelerated Value

More information

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world

More information

Find New Customers and Markets by Analyzing Mobile Network Operator Data

Find New Customers and Markets by Analyzing Mobile Network Operator Data SAP Brief SAP Mobile Services SAP Consumer Insight 365 Objectives Find New Customers and Markets by Analyzing Mobile Network Operator Data Mobile data a paradigm shift in connected consumer analytics Mobile

More information

QlikView for utilities. Delivering Unprecedented Customer Intelligence

QlikView for utilities. Delivering Unprecedented Customer Intelligence QlikView for utilities Delivering Unprecedented Customer Intelligence QlikView for utilities: Delivering unprecedented Customer Intelligence Collaboration, visibility and efficiency: necessities for efficient

More information

SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS

SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS SIEBEL EBILLING MANAGER AND BILLING ANALYTICS SELF- SERVICE SOLUTIONS Oracle s Siebel Customer Relationship Management (CRM) applications enable organizations to more effectively sell to, market to, and

More information

IBM Coremetrics Web Analytics

IBM Coremetrics Web Analytics IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

The Digital Utility. Point of View

The Digital Utility. Point of View Going digital to transform how utilities serve customers and empower employees is a huge challenge and opportunity. Today s utility providers are challenged to find new avenues for growth due to shifting

More information

Visualizing the Customer Journey Using Analytics. White Paper. Optimizing the Customer Experience. Sponsored by

Visualizing the Customer Journey Using Analytics. White Paper. Optimizing the Customer Experience. Sponsored by Visualizing the Customer Journey Using Analytics Optimizing the Customer Experience White Paper Sponsored by Table of Contents Becoming Customer-Focused 3 Analytics Sharpens the Focus 5 Benefits of an

More information

SMART Guide to Digital Marketing Success in 2016.

SMART Guide to Digital Marketing Success in 2016. SMART Guide to Digital Marketing Success in 2016. 2016 CDK Global, LLC CDK Global is a trademark of CDK Global, LLC. In 2016, digital marketing is no longer optional. It s required. Your online audience

More information

2015 Social Media Marketing Trends

2015 Social Media Marketing Trends 2015 Social Media Marketing Trends A 2015 survey and report on social media marketing practices and software usage By Megan Headley Research Director, TrustRadius First Published May 2015 2015 TrustRadius.

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

City of Des Moines Brings CRM to the Public Sector

City of Des Moines Brings CRM to the Public Sector Case Studies, W. Janowski Research Note 20 November 2002 City of Des Moines Brings CRM to the Public Sector Implementing customer relationship management in the public sector reflects a unique challenge.

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information