Delivering tomorrow s customer experiences today. 16 th September 2015

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1 Delivering tomorrow s customer experiences today 16 th September 2015

2 The Decisioning Vision 2020 study Sectors we interviewed: 60 Telecoms organisations including: Mobile Operators Fixed Line Operators MVNOs 195 Financial Services organisations including: Region Sample Northern Europe 64 Russia and CIS 50 South Africa 30 Southern Europe 35 Turkey and Middle East 76 Retail Banking Commercial Banking Credit Agency Credit Cards Leasing or Asset Finance Sample job roles we interviewed: Chief Risk Officer (CRO) Chief Credit or Collections Officer (CCO) Director or Head of Credit Risk/Collections Chief Compliance Officer (CCO) Director or Head of Regulation / Compliance Chief Fraud Officer (CFO) Director or Head of Fraud Director or Head of Operations and Risk

3 Customer behaviour is changing The customer of 2020 will be more informed, and more in command of the experience they receive. They will expect you to know their individual requirements and provide a personalised experience.

4 The competitive ecosystem is evolving A highly competitive and complex ecosystem is evolving, involving new technology players, intermediaries, regulators and increasingly savvy customers. This means greater challenges for organisations. Top business challenges Financial Services: 78% growing profitability from existing customers 55% improving customer experience 53% complying with regulation Telecoms: 80% growing profitability from existing customers 52% improving customer experience 52% reducing costs

5 Organisations need to keep pace with disruptive technologies Technology is enabling change in so many elements of our lives. However, Financial Services and Telecoms organisations have been lagging behind. It all adds up to increased customer switching that has put an estimated $6 trillion in revenue opportunity in play globally.

6 Improving customer experience is the key to remaining competitive 80% say customer experience will be the ultimate differentiator in their sector in five years time 79% acknowledge that their business strategy has to change to meet the challenges of customer experience

7 But there are many challenges across the customer lifecycle Acquire customers 80% see improving the overall customer acquisition experience as a challenge Comply with regulation 60% believe the ability to implement compliance decision tools will be key Grow and retain customers 40% want to offer customised products and services; 42% want to eliminate data silos Protect against fraud 92% think tackling fraud can damage overall customer experience if not managed appropriately Manage collections 77% think improving customers experience of collections will be a challenge

8 Big data and advanced analytics will transform the customer experience 95% see data as the only way to provide excellent customer experience company-wide

9 Organisations intend to use more data than ever before The top three data sources organisations intend to use more of in the next five years: Types of data 77% Internal data 56% Negative data 52% Transactional data

10 However, there s a data-to-decision disconnect preventing organisations from achieving these goals 62% % of organisations rating each area as poor of organisations rate data availability as poor Consistency of resulting decisions 17% Accuracy / quality of resulting decisions 21% Complexity of decisions 23% Scale / Volume of available data 23% Availability of data 26%

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12 The new rules of customer engagement

13 Attain multiple and new sources of data 38% of organisations are looking to use more external data 83% 79% think the scale or volume of data needs to improve think access to data needs to improve

14 Eliminate data silos and achieve a holistic customer experience You will need a complete view of each and every customer. This will need to include all the data you hold on customers, such as income, outgoings, life stage, family status, existing debts and more. Eliminate data silos Enable customers to self-serve Offer personalised products and services 42% 42% 40%

15 Provide real-time, consistent and pre-qualified decisions for customers In a world with instant access to just about everything, real-time decision making is no longer a luxury, it s a necessity especially for Financial Services and Telecoms organisations. By making every single interaction in real-time, you will always take the best course of action and optimise the value of each opportunity. 83% believe real-time decisions will improve the overall customer experience

16 Use multi-channel automation across all customer touchpoints As we move towards a world of multiple devices per person and multiple wireless connections per household, customers will expect to make contact through the channel of their choice at a time that suits them. 79% 68% plan to increase investment in data analytics tools plan to invest in decision automation

17 Embrace advanced analytics across the entire organisation Advanced analytics should be used across organisations and the customer lifecycle to improve profitability, understand lifetime value and open up big data. Will introduce new business models and identify new opportunities 56% Think they will benefit from data monetisation 64% Foresee an increased focus on targeting and prospecting between now and five years time 76%

18 The new rules of customer engagement Whilst a desire to achieve an excellent customer experiences exists, considerable changes will be required in order to make this a reality. The decisioning vision for 2020: Attain multiple and new sources of data Achieve a holistic customer view Provide real-time, consistent and pre-qualified decisions Use multi-channel automation across all customer touch points Embrace advanced analytics across the entire organisation

19 To see how ready your business is for 2020, use our interactive benchmarking tool or download the full research report: