build competitive edge through differentiated customer experience

© Intense Technologies Limited 1

Build competitive edge through

differentiated customer experience


Your customers have more

choices to interact with you

© Intense Technologies Limited

You risk ceding more ground to disruptive

digital players if you don’t act now!

Customer experience is

the next battlefield - Gartner

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Your customer

data is your asset

Use it to build competitive edge through

differentiated customer experience


What needs to be done ?

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Multiple customer experience projects Enterprise wide unification

Break the departmental silos of people, process and

technology to empower stakeholders

Today’s siloed approach Future collaboration


Why personalization is the key?


Key imperatives of service providers

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34% of respondents from global telecom operators deemed service

personalization as their number customer centricity initiative – E&Y study of 43 interviews with representatives of 40 organizations

Source: Global telecommunications study: navigating the road to 2020


Outside-in approach for personalization

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Your business processes need to be proactively align to

customers’ needs


Personalization of Omni-channel customer

experience


Customer journey in the digital world

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Research suggests that customer hops at least three

channels before completing a single transaction


The physical and the digital divide

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Consumers increasingly expect to move seamlessly

across channels, receiving consistent content

through physical and digital channels

No more inconsistent pricing on digital and physical channels

LG G Stylo (Sprint Prepaid)

Price: $199.99

Price: $170.99


Bridging the gap

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Personalization is ensuring that customers get a pre-selection of what they’re

interested in, in the channels and mediums that they interact


How it helps in boosting revenues

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Personalized up-sell and cross-sell

opportunities

While enhancing customer experience

Streamline operations

Reduce customer support costs


Personalization of order management for

customer experience


What Amazon does that you don’t ?

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Bundle offers (multiple products)

Recommendation based on

purchase history

Seamless experience across channels


Modernization of order management

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Single Portal

OMS1 EPTJ

P1 OMS2 cable

P2

OMS3 Broadband

P3

Procurment1

Billing

OTD

status1

OTD

status2

OTD

status3

Procurment2 Procurment3

Billing Billing

Mobile Broadband DTH Fixed line

Prod catalogue

Modernization of existing infrastructure to enable bundle offers

across lines of business


One customer, one experience

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What big data technologies are doing to

enhance customer experience


Adoption of big data technologies

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Customer experience was the top priority for respondents invested or planning

to invest in big data technology

Source: Gartner


Challenge of organizing for big data

Despite big investments surrounding big

data, information leaders are struggling to

turn proofs of concept into demonstrable

business value.

Source: Gartner

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Focus shifts from insights to action

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Agility to act quickly is important

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The pace at which customers interact with systems of

engagement is exponentially higher than response time

taken by systems of record.

Customers move channels rapidly

and expect consistency

Legacy systems react slowly to

customer needs


IT silos impacting the entire value chain

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90% of the information assets from big data analytic efforts will be

siloed and unleveragable across multiple business processes


Seamless federation for swift action

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Stakeholders are aligned with right information at the right time, in the

right format refines customer experience


UniServe™ –

Fastest way to build business agility

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Platform that builds business agility

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Personalization made easy with UniServe

Just configure .. Do not code!


Our mission: Help you act on big data

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Build competitive advantage through differentiated

customer experience

build competitive edge through differentiated customer experience

Technology