“CREATING GREAT VALUE FROM GREAT EXPERIENCE”...every customer interaction matters

Michael LightfootNeopost/GMC Software Technology

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Why Customer Experience is critical today

Increased global competition

Many products are becoming

more commoditised

Traditional marketing can be less effective in

isolation

Customers and prospects have

higher expectations

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drivers leading organisations to modernise CX

Social Media

Consumerisation of IT.

Everything is digital.

Self service.

The Cloud

Enabling IT.

Transforming business operations.

Monetising differentiated services.

Analytics

Real time data.

Data driven processes.

Cross organisations analytics.

Customer experience optimisation.

Mobility

Anywhere, any device.

Interaction vs. input.

Real time automation.

Across stakeholders.

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digital statistics…............

@wearesocialsg • 482

ACTIVE

INTERNET USERS

TOTAL

POPULATION

ACTIVE SOCIAL

MEDIA USERS

MOBILE

CONNECTIONS

ACTIVE MOBILE

SOCIAL USERS

FIGURE REPRESENTS MOBILE

SUBSCRIPTIONS, NOT UNIQUE USERS

FIGURE BASED ON ACTIVE USER

ACCOUNTS, NOT UNIQUE INDIVIDUALS

FIGURE BASED ON ACTIVE USER

ACCOUNTS, NOT UNIQUE INDIVIDUALS

FIGURE REPRESENTS TOTAL NATIONAL

POPULATION, INCLUDING CHILDREN

FIGURE INCLUDES ACCESS VIA

FIXED AND MOBILE CONNECTIONS

JAN2016

A SNAPSHOT OF THE COUNTRY’S KEY DIGITAL STATISTICAL INDICATORS

MILLION MILLION MILLION MILLION MILLION

64.91

URBANISATION: 83%

59.47

PENETRATION: 92%

38.00

PENETRATION: 59%

74.92

vs POPULATION: 115%

33.00

PENETRATION: 51%

DIGITAL IN THE UK

• Sources: UN, US Census Bureau; ITU, Facebook, GSMA Intelligence.

@wearesocialsg • 496

JAN2016 E-COMMERCE BY DEVICE

SEARCHED ONLINE

FOR A PRODUCT

OR SERVICE TO BUY

IN THE PAST 30 DAYS

PURCHASED A

PRODUCT OR

SERVICE ONLINE

IN THE PAST 30 DAYS

VISITED AN

ONLINE RETAIL

STORE IN THE

PAST 30 DAYS

MADE AN ONLINE

PURCHASE VIA A LAPTOP

OR DESKTOP COMPUTER

IN THE PAST 30 DAYS

MADE AN ONLINE

PURCHASE VIA A

MOBILE DEVICE IN

THE PAST 30 DAYS

• Source: GlobalWebIndex, Q4 2015. Based on a survey of internet users aged 16-64. Note: Data has been re-based to show nat ional penetrat ion.

SURVEY-BASED DATA: FIGURES REPRESENT USERS’ OWN CLAIMED / REPORTED ACTIVITY

79% 27%79% 73%77%

@wearesocialsg • 492

JAN2016 FACEBOOK USER PROFILE

• Source: We Are Social’s analysis of Facebook-reported data, Q1 2016. Note: table values may not sum to 100% due to rounding in reported data.

DETAIL OF FACEBOOK USERS BY AGE GROUP AND GENDER, IN MILLIONS

AGE TOTAL FEMALE MALE

TOTAL

13 – 19

20 – 29

30 – 39

40 – 49

50 – 59

60+

13 –19 YEARS OLD

60+ YEARS OLD

20 –29 YEARS OLD

30 –39 YEARS OLD

40 –49 YEARS OLD

50 –59 YEARS OLD

FEMALE

MALE

2.1

5.3

4.1

3.4

2.5

2.1 1.9

5.4

4.0

3.0

2.0 1.7

38,000,000 51% 49%

11% 6% 5%

28% 14% 14%

21% 11% 11%

17% 9% 8%

12% 7% 5%

10% 6% 4%

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with just one interaction you could...

...make an incremental sale

…create a brand advocate

...lose a customer

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Why Neopost?

Over 1,600 clients worldwide

Ranked as a leader by Forrester, Gartner and IDC

Largest CCM/CX R&D facility in the world

98% client satisfaction rate

9 to 18 month payback period

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Credentials – market leaders in CCM & CX enablement

Gartner ranks Neopost/GMC as a leading vendor.

“GMC has one of the

strongest customer

experience ratings from

users surveyed for this

Magic Quadrant.”

“GMC is one of the

providers that shook up,

and continues to shake up,

the CCM software market.”

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credentials – market leaders in CCM & CX enablement

Forrester ranks Neopost/GMC as DOCCM market leader.

The best score combination in terms of Current Offering and Strategy.

“Forrester now believes

GMC’s CCM business is

growing faster than the

overall market.”

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digital communication & customer experience

“To remain competitive

in a complex digital

world organisations

must deliver an

exceptional customer

experience.”

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the challenges facing traditional business...

Silos Legacy systems

”Our data is too complex”

“Too many stakeholders”

“Cost of transformation is

too great..’

”Segmentation -B2B, B2C &

B2B2C”

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Start-up vs. Legacy….................

CX & technology change the game

$100bnHeavily regulated

Silicon Valley is coming!Jamie Dimon CEO JPMC

2015 Shareholder Letter

Introduction to GMC Software 12

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how will digital disrupt traditional business?

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more than 12,000 FinTechs

$12.2bn Investment

Source: McKinsey Global Banking Annual Review 2015

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the numbers….....

Yahoo! Flurry Analytics

Customer interactions are mobile apps originated

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evolution of assets…

Omni-Channel

Customer Experience

Integration

Opti-Channel

Customer Transition

Brand Protection

Profit Maximisation

Optimisation

Performance

2000 2005 2015 2016

Catalogue & Bricks

Integration

Clicks

CSR

Social/MobileChannels

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focus...

“Customer

communication is our

core focus and passion.

It’s what we do!”

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supporting ubiquity…........ social commenting to CX

Customer Journey Mapping Inspire Designer

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ubiquitous service initiatives deliver significant benefits

Provide a reduction in cost to serve, while also increasing CX metrics

Customer

Experience

Metrics

Cost Reduction

Reduce average

handle time

Lower CS agent

attrition

Increase self service usage

Increase first call

resolution

Increase net promoter

score

Improve quality

monitoring scores

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meeting customer expectations...

Optimise everytouch point

Marketing, statements, contracts, service letters, loyalty programs, renewals, notices, card fulfillment

Digitise legacy

paper processes

(e.g. digital onboarding)

Drive clients to

lower-cost, higher-impact channels

Deliver consistent, engaging

Opti-channel experiences

Refine the customer journey and optimise moments of truth

Provide customer’s channel preference

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navigating the digital transformation journey

“Neopost helps

organisations navigate the

transformation to digital

and engage meaningfully

with their customers and

citizens across the entire

customer journey.”

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tomorrow’s Customer Experience….......today!

Boursorama - La nouvelle banque du futur Created by Crea Banque

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your questions

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thank you