Customer Experience at the Heart of Postal Strategies
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1 Customer Experience at the Heart of Postal Strategies Gilles Polin Head of Government EMEA Adobe Systems 2011 Adobe Systems Incorporated. All Rights Reserved.
2 Agenda Trends Adobe answer to Postal issues and Opportunities Success Stories 2011 Adobe Systems Incorporated. All Rights Reserved. 2
3 Don t be depressed 2011 Adobe Systems Incorporated. All Rights Reserved. 3
4 Postal Industry: A Structural Shift Worldwide, letter volumes are likely to decline between 25% and 40% over the next five years. Saving the Royal Mail s Universal Postal Service in the Digital Age Presented to Parliament by the Secretary of State for Business, Innovation and Skills ,0% -2,0% -4,0% -6,0% -8,0% -10,0% -12,0% -14,0% Reduction in Addressed Letter Volumes UK France Germany Netherlands Italy Belgium United States Source: Company data of national operators 2011 Adobe Systems Incorporated. All Rights Reserved. 4
5 Market Challenges Global Decline in Mail Volume Increasing use of , but with associated security risks Sensitive documents must be sent through secure sites No central, electronic way of managing government services for citizens 2011 Adobe Systems Incorporated. All Rights Reserved. 5
6 What Are Postal Actors Doing to Respond? Enable front-line employees to be more customer-centric Enable customers to self engage with Postal Organizations 2011 Adobe Systems Incorporated. All Rights Reserved. 6
7 2011 Adobe Systems Incorporated. All Rights Reserved.
8 Postal applications reach their limit Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
9 IT Investments #1 Transactional Applications 2011 Adobe Systems Incorporated. All Rights Reserved.
10 IT Investments #2 Service Oriented Architecture 2011 Adobe Systems Incorporated. All Rights Reserved.
11 IT Investments #3 Experience Management 2011 Adobe Systems Incorporated. All Rights Reserved.
12 IT Investments finally delivering great Customer Experience 2011 Adobe Systems Incorporated. All Rights Reserved.
13 Adobe Systems Incorporated. All Rights Reserved. 13 Design
14 Creating A New Model Adobe Systems Incorporated. All Rights Reserved.
15 Observation Adobe Systems Incorporated. All Rights Reserved.
16 The Frankfurter Kitchen Design unlocks ROI 90m to 8m to prepare a meal Adobe Systems Incorporated. All Rights Reserved.
17 NATO Pre design Adobe Systems Incorporated. All Rights Reserved.
18 NATO - Post design Adobe Systems Incorporated. All Rights Reserved.
19 Adobe: CRM for Customer Support Pre design Adobe Systems Incorporated. All Rights Reserved.
20 Adobe: Post design Adobe Systems Incorporated. All Rights Reserved.
21 Adobe Systems Incorporated. All Rights Reserved. 21 Design
22 Adobe Systems Incorporated. All Rights Reserved. Environment
23 The Customer Experience Management Challenge services mobile tax social web CUSTOMER EXPERIENCE MANAGEMENT local & reg. gov. wellfare CRM, SFA, ERP, ECM, PLM, SCM, courts mail US Federal/ European level Citizen, Civil Servant Context & Experience document in person call centers Government Services 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23
24 MULTISCREEN CITIZENR EXPERIENCE - FLASH PLATFORM & HTML PROCESS SOCIAL CONTENT ANALYTICS/OPTI MIZATION A B C BUSINESS LOGIC & TRANSACTIONAL SYSTEMS (ERP, CRM, ECM, PLM, CF) 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24
25 Adobe Systems Incorporated. All Rights Reserved. Environment
26 Adobe Systems Incorporated. All Rights Reserved. 26 Mobile
27 Many form factors for screens and mobile devices Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
28 Many new platforms & Technologies Operating System Share: 6 Months Recent Acquirers Smartphone Subscribers, National, US Source: The Nielsen Company Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
29 Native Applications 1 per device Native App Native App Native App Native App Native App Native App ios Adobe Systems Incorporated. All Rights Reserved.
30 Adobe s approach: A Common Layer Flex framework AIR Flash Player ios Adobe Systems Incorporated. All Rights Reserved.
31 Open Screen Project Technological Partners Content Providers Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
32 Adobe Systems Incorporated. All Rights Reserved. 32 Mobile
33 Adobe Systems Incorporated. All Rights Reserved. Anywhere
34 Civil Servants Telework & Citizen support with Adobe Acrobat Connect Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
35 CEM Ecosystem: Adobe Partners Regional System Integrators Management Consulting Firms Independent Software Vendors Value Added Resellers Global System Integrators Digital Agencies Community Partners 2011 Adobe Systems Incorporated. All Rights Reserved.
36 Government Testimonials - EMEA MAKE IT EASY Make self-service easy to use South African Revenue Service, Online, automated tax filing Poland Ministry of Finance electronic tax declaration Skanderborg (Danish municipality) citizen services portal Belgian Post improves business services with e-contract solution 2011 Adobe Systems Incorporated. All Rights Reserved.
37 Our Public Sector Focus, Our Passion ONLINE CITIZEN OPTIMIZATION CITIZEN EXPERIENCE MANAGEMENT CONTENT AUTHORING 2011 Adobe Systems Incorporated. All Rights Reserved. 37
38 Q/A 2011 Adobe Systems Incorporated. All Rights Reserved.
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