the mobile customer experience - your customers are mobile. are … · 2020. 7. 10. · the mobile...
TRANSCRIPT
The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial Services Industry Principal Xerox Corporation
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1, go into Slide
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Mobile experience 1992 - 2014
Improvement v. Transformation
Adaptability, creativity and Innovation
What keeps CEOs awake at night
• Organise ourselves around the customer/offering
• Challenge what we take for granted
• Do things that we don’t find very easy to do
Common sense kills Innovation
Digital & Mobile Society
Everyone is connected… Sync with them
• Social Media defines behaviour & mobile enables immediate
action
• Capital and Projects meet directly – P2P models
• Increase in iBeacon/sensors utilisation – Interactive Bank
Branches / Insurance
• Virtual Assistance (ATM video, mobile video, geo-location)
• Wearable technology
• Big Data v Interconnected Data
• Cloud delivers more than savings, it delivers Agility
Acquire
Develop Retain
Prospect
The Experience Continuum Every step can now be digital
Customer
Communications
Marketing &
eMarketing
Proposals
& Acct opening
Social media
Segmentation/
propensity
analysis/ empathy
Contracts,
policies &
collateral docs Interactive Documents
Up-sell / cross- sell
Omni-channel communications Social Media/ analytics
Trends - Digital & Cloud Banking Ubiquitous Bank
7
Customer 3.0: the Experience Continuum
Key Capabilities
Customer 1.0
low connect /
traditional products/banking
Enable paper-2-digital
Accelerate ingestion Transactional Print
Digital Output - ePresentment
Integrated touch-points: front office, Contact Centre & Back Office
Customer 2.0
Connected
1-size-fits all
& commoditised
Enable online apps & processes
Mobile capture & Distributed Capture
Workflow Automation
ePresentment/distribution BPaaS
BPO
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
Customer 3.0: the Experience Continuum
Customer 2.0
Connected
1-size-fits all
& commoditised
Enable online apps & processes
Mobile capture & Distributed Capture
Workflow Automation
ePresentment/distribution BPaaS
BPO
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
Customer 3.0: the Experience Continuum
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
Customer 3.0: the Experience Continuum
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore
The Bank is not a place anymore