Hvordan kunders informasjonsbehov er endret og hvordan bedrifter kan tilpasse seg denne endringen. Steinar Heggemsnes HP Exstream

Transcription

1 Hvordan kunders informasjonsbehov er endret og hvordan bedrifter kan tilpasse seg denne endringen. Steinar Heggemsnes HP Exstream

2 Kommunikasjon i går og i dag Agenda: Kommunikasjon i går og i dag Hvordan kunders informasjonsbehov er endret og hvordan bedrifter kan tilpasse seg denne endringen med å levere relevant og meningsfull kommunikasjon til kundens foretrukne kanal slik at du kan nå de rette folkene med rett innhold til rett tid. Foretak har fremdeles store distribusjonskostnader i forbindelse med kundekommunikasjon slik som brev, porto etc. Overgangen til en digital verden henger ikke alltid sammen med resten av foretakets kjernesystemer

3 Kommunikasjon i går og i dag Gamle dager: I går: Nå og fremover: Brev i den fysiske postkasse Sitte ned og lese og respondere Mail / Web ved familiens PC / jobb PC Respondere med brev / Mail / web skjema Mobil / Nettbrett. Siter i sofaen og ønsker alt og med en gang Forventer skreddersydd informasjon og respons 1:1 direkte kommunikasjon Henger de interne systemer med? Klarer vi å respondere på kundenes forventinger?

4 Big Data impacts us all 2014 By 2020 Overwhelming the IT industry Every 60 seconds 98,000+ tweets 695,000 status updates 11 million instant messages 698,445 Google searches 168 million+ s sent 1,820TB of data created 217 new mobile web users Devices DATA Mobile Apps 30 Billion (1) 40 Trillion GB (2) 10 Million (3) for 8 Billion (4) Change: More than a continuous exponential growth of data (1) IDC Directions 2013: Why the Datacenter of the Future Will Leverage a Converged Infrastructure, March 2013, Matt Eastwood ; (2) & (3) IDC Predictions 2012: Competing for 2020, Document , December 2011, Frank Gens; (4) Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

5 Mobile: the new reality KPCB, Internet Trends Conference D11, May Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

6 Kommunikasjon i går og i dag Move to the multichannel future More channels equals more opportunities to communicate with customers Multichannel impact on transactional print volumes 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Mono Color Source:Madison Advisors, Multi-channelStudy, Q e Delivery Yr 6 Yr 7 Yr 8 Yr 9 Yr

7 Our focus: Disrupting the world of customer engagement Engagement today Engagement tomorrow Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

8 Present content in a channel appropriate way Each channel provides unique opportunities for communication One message: different content, formatting, layout 8 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

9 Communication challenges Multiple disconnected point solutions Inefficient workflows for creating and editing business content Long change cycle times to make even simple changes Bottlenecks caused by overburdened resources All lead to ineffective communications and missed opportunities Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

10 Communication needs get data understand customers Influence behaviour gain mindshare show love sell more get paid buy get info customer get use support services Enterprise fun ego get advice be understood gain credibility gain new customers understand markets get best deals friends community experts 8 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject toachangae wlityhosuttnostice.

11 Mobile: more than a channel Device characteristics and features enable unprecedented customer relationships Personal With you Sensors 24/7 Small Banking Travel Shopping Notifications Social Self Service Claims Photo Sharing Billing Music Stocks & Finance Research Payments Video News Education video conferencing Sports 11 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

12 Define the right direction - Mobile needs its own strategy - Align organizations (Mobile is not a silo) - Define working frame - Use case (not apps) identification - Heat maps evaluation - Launch n learn - Evolve 12 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

13 Best practices for building a mobile strategy 1 Mobile is moving Focus on the basics 2 Mobile is here Define the right direction 3 Mobile is complex Connect the right pieces 14 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Stand out Sortez du lot

14 Customer Communication Management (CCM)

15 Customer communications Vital to the health and success of your business Attract customers Retain customers Grow relationships Record events Maintain compliance Are your customer communications a differentiator or an obligation? Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

16 Communication imperatives Provide customers with timely, accurate communications Fresh, relevant content Personalized messages and offers Maintain compliance and control for legal and regulatory purposes Deliver consistent, optimized multichannel customer experience All while controlling costs Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

17 Customer communications Transitioning from paper and electronic to mobile and cloud Print optouts More digital color printing Multichannel projects begin Reliable delivery of e-communications Support full spectrum of devices More electronic delivery options Cloud & SaaS apps Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

18 Cross-channel buying experience Cross-channel transactions and interactions Unified customer experience The channel has become transparent in the communication process Color print Social Call center Mobile Web Store / branch B/W print Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

19 Positioning the HP Exstream portfolio Simplifying to a customer-centric view Secure & reliable delivery Business suite accelerators Multichannel Delivery Adaptable Design Business Application Integration Actionable design Dynamic Assembly Intelligent composition Business Editing Business user access Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

20 HP Exstream platform Enterprise content Autonomy ECM repositories Business systems CRM Web systems HP Exstream Structured On-demand Interactive Delivery channel Print and mail Mobile Social Web Personalized video Digital Mailbox Workflow and Process Automation Analytics / Insight / Targeting 19 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

21 Define and manage content in a channel neutral way Leverage managed content in place HP Exstream HTML DOCX Content Source PDF XML 22 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

22 Define and manage content in a channel neutral way Flexibly include external content HP Exstream HP Exstream Engine DXF HTML DOCX Content Source IMAGES PDF XML 10 Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

23 Q&A