Multichannel Customer Experience

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1 Multichannel Customer Experience Auke Douwe Veenstra, Principal Analyst April 4, Forrester Research, Inc. Reproduction Prohibited

2 We help you make better decisions in a world where technology is radically changing your customers 2012 Forrester Research, Inc. Reproduction Prohibited 2

3 Insights into global consumers FORRESTER CONSUMER TECHNOGRAPHICS Argentina Australia Brazil Canada China France Germany India Italy Japan Mexico Poland The Netherlands Russia South Korea Spain Sweden United Kingdom United States + Longest-running digital consumer study (since 1997) + 330,000+ completed surveys + 1,400 brands attitudes captured + 6 proprietary profiles = Deep, customizable, trended consumer insights How technology affects consumers' attitudes, behaviors, and motivations 2012 Forrester Research, Inc. Reproduction Prohibited 3

4 We provide our clients with: 2012 Forrester Research, Inc. Reproduction Prohibited 4

5 Agenda The State of Digital Why customer experience matters Three key disciplines for creating great multi-channel experiences 2013 Forrester Research, Inc. Reproduction Prohibited 5

6 Product-centric(push) to Customer-centric (pull).. Security Drivers Empowered Customers Are In Control

7 The Catalysts. HARDWARE SOFTWARE Devices Platforms Experiences Components Digital Media Digital Wallets Smart Home Financial services Verticals

8 Tablet Ownership Doubled In Western Europe In , Forrester Research, Inc. Reproduction Prohibited

9 Customer journeys cross touchpoints and highly digital

10 Customers Love Digital Touchpoints Forrester Research, Inc. Reproduction Prohibited

11 2012 Forrester Research, Inc. Reproduction Prohibited

12 We have entered the Age of the Customer Sources of dominance Age of Manufacturing Mass manufacturing makes industrial powerhouses successful. Age of Information Connected PCs and supply chains mean firms that control information flows dominate. Age of Distribution Global connections and transport systems make distribution key. Daimler-Benz, Ford, EMI, GE, Siemens, Lever Toyota, Walmart, Carrefour, VW Age of the Customer Empowered buyers demand a new level of customer obsession. Amazon.com, Google, MBNA, Microsoft, Tesco Contenders include Apple, Facebook, IBM Successful companies Source: Forrester Research Forrester Research, Inc. Reproduction Prohibited 2012 Forrester Research, Inc. Reproduction Prohibited

13 A customer obsessed company.. From 1. Traditional market research 2. Customer service as a cost center 3. Inefficient channel sales 4. Push advertising To 1. Real-time customer insights 2. Customer experience as a differentiator 3. Agile commerce 4. Interactive content and marketing 2012 Forrester Research, Inc. Reproduction Prohibited 13

14 It s time to obsess about customer experience, because Customer experience leads to profits if you treat it as a business discipline 2013 Forrester Research, Inc. Reproduction Prohibited 14

15 2013 Forrester Research, Inc. Reproduction Prohibited 15

16 2013 Forrester Research, Inc. Reproduction Prohibited

17 How customers perceive their interactions with your company 2013 Forrester Research, Inc. Reproduction Prohibited

18 Three Questions Drive Forrester s CXi 2012, Forrester Research, Inc. Reproduction Prohibited

19 January 2012 The Customer Experience Index, 2012

20 Customer experience correlates to loyalty Willingness to consider for another purchase Likelihood to recommend to a friend Likelihood to switch business to a competitor 2013 Forrester Research, Inc. Reproduction Prohibited

21 Customers who had a good experience invested 4.5x more money with Fidelity Their investments added up to billions of incremental dollars per year 2013 Forrester Research, Inc. Reproduction Prohibited 2013 Forrester Research, Inc. Reproduction Prohibited

22 European call centre costs went down 10% to 15%. Saves tens of millions of euros per year Forrester Research, Inc. Reproduction Prohibited

23 Two stock portfolios Top 10 publicly traded companies in the Customer Experience Index CX Leaders Bottom 10 publicly traded companies in the Customer Experience Index CX Laggards 2013 Forrester Research, Inc. Reproduction Prohibited 23

24 5-year stock performance ( ) 30% 20% CXi Leaders 22.5% Cumulative total return 10% 0% -10% -20% -30% S&P 500 Index, % -50% 2013 Forrester Research, Inc. Reproduction Prohibited Source: Watermark Consulting CXi Laggards -46.3%

25 Agenda The State of Digital Why customer experience matters Three key disciplines for creating great multi-channel experiences 2013 Forrester Research, Inc. Reproduction Prohibited 25

26 Inside-Out Outside-In Company perceptions Customer perceptions Company moments that matter Customer moments that matter Company value Customer Value

27 Take Control: The six Disciplines of Customer Experience Strategy Customer Understanding Design Measurement Governance Culture Forrester report: Customer Experience Maturity Defined

28 Strategy Customer Understanding Design 2013 Forrester Research, Inc. Reproduction Prohibited

29 1. BBVA s customer experience strategy aligns plans for next generation banking 29

30 Our ways of banking and our customer experience represent the ideal solution for the bank based on how we ve worked internally for decades. What we want to do is develop a system that represents the ideal future solution for customers and then find a way to make that system work for the bank. Lara Bartolomé Chief Innovation Officer BBVA 2013 Forrester Research, Inc. Reproduction Prohibited 30

31 2013 Forrester Research, Inc. Reproduction Prohibited

32 2. Virgin Atlantic Mapped customer journeys to get a better customer understanding 2013 Forrester Research, Inc. Reproduction Prohibited 32

33 Look Book Travel Tell 2012 Forrester Research, Inc. Reproduction Prohibited 33

34 3. USAA designed tools and channels around the needs of its clients 34

35 USAA Designed Auto Circle To Serve Customers Through The Entire Process Of Finding, Buying, Insuring, Selling USAA s Auto Circle meets customers needs beyond loans and insurance 2013 Forrester Research, Inc. Reproduction Prohibited November 2010 USAA s Auto Circle Makes Carbuying Customized, Aggregated, Relevant, And Social

36 USAA s Auto Circle helps customers to choose and buy a car In addition to reading reviews, users can ask their family and facebook friends for opinions Forrester Research, Inc. Reproduction Prohibited November 2010 USAA s Auto Circle Makes Carbuying Customized, Aggregated, Relevant, And Social

37 The mobile app is contextually relevant The mobile app. provides pricing info. from USAA s certified dealers 2013 Forrester Research, Inc. Reproduction Prohibited November 2010 USAA s Auto Circle Makes Carbuying Customized, Aggregated, Relevant, And Social

38 Curb the enthusiasm! Pilot rollouts are the key to finding what really resonates with customers Forrester Research, Inc. Reproduction Prohibited

39 Remember the three rules #1 #2 #3 Don t try to please everyone Optimize the journey, not the touchpoint Manage the transitions Identify 2-3 high value customer journeys Map the journeys from end to end Help customers switch touchpoints 2012 Forrester Research, Inc. Reproduction Prohibited 39

40 2012 Forrester Research, Inc. Reproduction Prohibited

41 2012 Forrester Research, Inc. Reproduction Prohibited

42 Let s Speak Next Week: Forrester Research, Inc. Reproduction Prohibited 42

43 Forrester Research, Inc. Reproduction Prohibited

44 Thank you

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