SlideShare a Scribd company logo
1 of 38
Download to read offline
© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com
Delivering Agile Customer Experience
in the Nexus Era
1
© Intense Technologies limited 2013-14
Business Essentials
2
Business
Customer Regulatory
BodiesConsumer Protection, Safety and Benefit
Technologies
 The lifeblood of any
business are its
customers
 Customers IMPACT
businesses directly
 Businesses need to
“KNOW” their
customers – Bio-metrics
to Demographics, Likes,
Choices, Spend / Buy
Patterns, Build Long-
term relationship –
Customer loyalty etc –
all through
TOUCHPOINTS
 Making them delighted
through their services is
why Businesses exist in
first place
Every touch point is an opportunity for the business to make that brand
impact by providing Agile customer experience
© Intense Technologies limited 2013-14
Framework for agile customer experience
3Vertical Agnostic
Telecom
Banking
Insurance
Manufacturing
Government
Welcome kit
Telecom bill
Statement
Policy document
Premium receipt
News letter
Promotional campaign
Mailer
Payment alerts
SMS
E-mail
Print
Web
Mobile
Social
Touch point Agnostic Channel Agnostic
Verticals Communication Channels
U N I F I E D P L A T F O R M
© Intense Technologies limited 2013-14
Today’s highly tech savvy customer
4Is always connected through social, mobile and cloud
“ I would like my Telephone bills
Help me get more For less.”
“ I want my Insurance Policy
to Provide me with Total
Peace of mind. ”
“I want to track Invoices,
Purchase orders, Credit
Notes etc, Accurately, with
least amount of effort.”
It should be easy for me to
see doctor easily and receive
good treatment – in case I fall
sick…
I want to easily order for more
services using my mobile
phone – for anything – tickets,
food, stuff etc.
“I would like my Monthly Bank
Statements help me manage
my finances Better.”
© Intense Technologies limited 2013-14
Social and Mobile Forces
Social
 A faster richer ubiquitous conversation
 Word of mouth spreads rapidly regardless
of – The good the Bad and the Ugly –
Cuts both way
 Businesses need to tap into these
conversations
 Media – can go viral
 Customer interaction in real time posts
through FB, Twitter etc
 Build customer communities – to share
similar customer experiences
 Helps Brand building
5
Mobile
 The primary computing Platform
 Wireless connectivity for voice and data –
2G/3G/4G
 GPS, Camera, Sensors – Audio, Video – multi-
media field data capture
 Media – can go viral
 Native App vs Hybrid apps – HTML5 – ensures
true cross-platform execution on devices of all
form factors
 Replace Forms capture with in-situ real time
data collection and upload to Cloud server
thus eliminating paper and cutting dow
Cloud
 The expectation of ubiquitous access
 Cost Effective
 Elastic Scalability
 Wide Reach – Centralized Data
storage and accessibility
Information
 Structured and UnStructured data mining
 Big Data evolves towards wisdom – the
ubiquitous Progress bar
 Customer Profiling
 Contextual information along with relevant
© Intense Technologies limited 2013-14
Agile Experience
 RETAIL Customers
– Right message at the right time
– Personalized services and content
– Instant interactivity in real-time
– Being pro-active and tracking customer behaviour
• Usage / Spend / Buy Pattern
– Always keeping the customer “Engaged” and Delighted
 Corporate Customers
 HNI Customers
 Family and Friends
 Senior Citizens
 Youth - teenage
6
Agile is all about making every customer feel
special and important
© Intense Technologies limited 2013-14
The nexus of forces
7
Customer Touch points
 Service / Change Request
 Onboading process
 Service Activation and usage
 Recurring - Bills, Invoices, Premium
Payments, EMIs, Statements, POs
 Queries and Complaints
 Cross-selling and Up-selling of
services
 Customer usage tracking and special
offers and discounts
How does Business continuously ensure that each such touch
point is an Agile experience for the customer in this Nexus era…???
© Intense Technologies limited 2013-14
Typical Customer Life Cycle
Win the right
customers -
Onboard
Build the
relationship
Strengthen
relationship
Create
customer
delight
8
Prospect
New
Customer
Established
Customer
Established
Customer
Acquisition strategy
• Segment specific value
proposition
• High value proposition
Start up strategy
• Welcome call
• Welcome email
• Newsletter
• Membership
cards/privileges
Service strategy
• Differentiated service levels
• Personal account mgrs
• One-stop service
• Private hotlines
Increase stickiness
Increase Product Density
through Cross Sell
© Intense Technologies limited 2013-14
Customer Profiling
Demographics
 First Name
 Age Group
 Gender
 Income Level
 Mother Tongue
Telephone Usage
 Minutes Usage
 VAS Usage
 National/ISD Usage
 Local Usage
 Data Usage
Network Profile
 Device Model
 Roaming Profile
 Base Location
 ARPU Profile
 Current Location
Medical History
 Blood Group
 Hereditary
 Lifestyle Habits
Credit History
 Loans repayment
 Credit / Debit usage
 Income sources
Preferences
 Books
 Travel
 Food
 Living
© Intense Technologies limited 2013-14
KYC – Profile Data Capture Process
Application
Server
File
Server
Database
Server
Internet Firewall
Workflow
Engine
Auditing
Data Entry
Warehouse
Exception
Handling
DMS
Business
Rules Engine
Web services APIs DB links
Activation SMSC CRM
Process Flow
Interfacing
Mail
Work flowData Upload
Bio metrics
Mobile
Data Capture
© Intense Technologies limited 2013-14
Customer
Appending scanned
customer documents
to eForms
Retail outlet of Telecom Operator
Data upload
• Data entry into eForms
from physical forms
• Service activation
trigger
• Initiation of workflow
Data entry of biometric
details
Customer
Mobile application to
enable document capture
from smart phones
Agents Location
Data entry
Scanner
Bio-metric
Picture
Data Repository
Agents
Location
Mobile
Application
ID capture
Form capture
Image Capture
Sign capture
Agile Document Capture
© Intense Technologies limited 2013-14
Data entry of
the customer
details
scanned
capture of KYC
documents
Online Data
Upload to KYC
server
Offline saving
of KYC Details
(Local Folder)
Finger print
capture Through
Biometric Device
Photo Capture
Through Camera
Profile Data Capture
© Intense Technologies limited 2013-14
Profile Data Capture using Mobile Phone
© Intense Technologies limited 2013-14
Data
Capture
Data Upload
• Offline Storage of KYC details
• XML transfer of data
• SIM Number unique identifier
• KYC Documents tagging to SIM Number
• Online upload of KYC Details
• GPRS Connectivity
Firewall
XML
FTA Server Staging
Server
Case
Management
Instant Data Upload to Cloud
© Intense Technologies limited 2013-14
Agile onboarding process
15
Faster customer acquisition at
door step
Easy capture of customer details- POA/
POI/ Photograph/ CAF/ Metadata etc
No huge costs involved in the process
of customer acquisition
Scanner replacement to use Mobile for
capturing customer documents
© Intense Technologies limited 2013-14
Customer Identity
16
Jeff Jones
180, Bulloch Ave.,
Roswell GA - 30075
J. Jones
180, Bulloch Avenue,
Roswell, Georgia –
30075-1234
Service 2Service 1
Jeff Jones
P. O. Box 11245
Roswell GA – 30075-
1234
Service 3
Jeff Jones
180, Bulloch Ave.,
Roswell GA – 30075-
1234
Service 4
Unavailability of persistent, sharable and trusted version of customer data
Identify important customers availing multiple services to gain a
holistic view of all relationships
© Intense Technologies limited 2013-14
Home ID Creation
17
Home
ID
Daughter
Ms. Jane
Duncan
-Child account
Mother
Mrs. Jamie
Duncan
-Credit card
and Savings
Son
Jack Duncan
-Credit card
Father
Mr. Jeremy
Duncan
-Savings
account
Common
Address:
475 Wall Street,
Princeton,
New Jersey
08540
Home ID 226253
© Intense Technologies limited 2013-14
Consolidated Statement
Unique ID connecting
Multiple Lines of
Business
Customer Registered Services
( Postpaid, Broadband, Fixed
Line)
Close sell internal Service
(Customer not registered for)
Up sell through relevant
marketing messages
© Intense Technologies limited 2013-14
Reports
19
© Intense Technologies limited 2013-14
Marketing
campaigns
IT operations
CRM
MarketingCompliance
Management
• Increasing operational
costs of sending bills
• Stringent SLA’s for
change management and
distribution
• Customer dissatisfaction
over CSR response
• Building customer loyalty
• Inability to send targeted
marketing messages
• Delayed time to market
• Security of customer
sensitive information
accessible to CSR’s
• Changing regulations for
displaying information on
the bills
• Faster TAT to generate
reports on customer
transaction data
• Customer churn
Stakeholders of
customer
communication in
a TSP
Bill
Customer
Customer Communications Challenges
Print
E-Mail
SMS
Selfcare
Fax
Communication
channel mix
Different objectives of various stakeholders through customer communications that reaches the
customer through multiple channels
© Intense Technologies limited 2013-14
No Single Point of truth for multiple touch points
21
Customer information in
multiple systems
Discrepancies in information resulting in inconsistent communication across
various touch points and greater storage and maintenance costs
Multiple applications for multiple
customer touch points
CRM
Billing
Legacy
Print
E-mail
SMS
Web
© Intense Technologies limited 2013-14
Web presentment
SMS alerts &
notices
Dunning Letters
Dispute Resolution
Letters
New Marketing
Mailers
Reminder Notices
Customer Care
Letters
HTML Email Body
Interactive PDF
Self care/Corp Care
Communications
E-MailPrint Duplicates(CRM)
360
◦
Communication Engine
Customer
Single application caters
to multiple lines of
business
• Post paid
services
• Pre paid
services
• Broadband
services
• DTH services
Multiple lines of business of TSP
Communication
Engine
© Intense Technologies limited 2013-14
Improved customer loyalty with personalized
and clear bills
Insertion of OMR
Marks for
automating bill
finishing
Specially
branded bills on
special occasions
Two-Up table for
effective
utilization of
paper real estate
Periodic up-selling of specific
high value services
Billing summary as a snapshot for “at a
glance” clarity
Insertion of
multilingual
messages for
personalized
connections
Leveraging
customer
relationships
through
customer-
specific,
targeted Cross-
selling
Data formatting options like font
type, size, etc. to enhance data
presentation
Insertion of barcodes for Bill
tracking
Highlighting important
customer information to
make a greater impact
© Intense Technologies limited 2013-14
Customer Loyalty Points
Out standing balance = 721
Computation-0.5 points for every 1 Re
Hence, 721 X 0.5x = 360
© Intense Technologies limited 2013-14
Graphical
representation
of account
summary
across various
accounts
Graphical
representation
of assets and
liabilities
Ability to view
summary
details of
various
accounts
Frequently used tools.
Services through Self-care Portal
© Intense Technologies limited 2013-14
Single point of truth
© Intense Technologies limited 2013-14
Leads
Analysis
Campaign ROI Lead Tracking
Campaign
Analysis
Campaign
RevenueLead
Management
Management
Measurement
Execution
CampaignCreationCustomer Engagement - Campaign
© Intense Technologies limited 2013-14
Agile Customer Engagement
28
© Intense Technologies limited 2013-14
Electronic bills
enable
organizations to
Faster revenue (ROI)
realization due to
prompt payments
Impact of Electronic Bills
An average large company sending invoices to consumers via e-
billing can save at least $13.1 million per year…..Gartner
Improve customer engagement,
increase conversions and
induce greater convenience
through faster communication
Strengthen the
“Go green”
initiatives of the
organization &
reduce carbon
footprint
Enhanced e-mail
penetration, reduced costs
of customer
communications, efficient
time management, Single
statement across multiple
LOBs through convergence
© Intense Technologies limited 2013-14
Register and
remember
Password
Traditional electronic bills: Self-care : May make bill view process tedious.
Check e-mail
alerts of bill
generation
Logon to
Portal to view
analyze bill
Analyze spent
pattern and
pay online
step1 step2 step3
Bill as passive e-mail
attachment
Traditional electronic bills: e-mail
 Mandate visit to online portal for
making payment
 Inability to analyze transaction data
 No option to register feedback and
service requests
Increasing adoption rates of customers via e-delivery and
online payments, hence catering to greater customer
convenience
Increasing Customer Convenience
© Intense Technologies limited 2013-14
Interactive PDF Policy Statement
© Intense Technologies limited 2013-14
Views based on
user access
permissions
(e.g. Admin,
CEO, Cost
center head etc)
Ability to raise and
track tickets for all
contracts and
services
Enterprise users
can change
passwords, update
personal
information and
subscribe to
various alerts
Options to
choose the type
of service to
generate
customized
reports
User personalized Dashboard;
Option to expand, collapse and re
arrange widgets based on user
preferences
Ability to sort on
various fields to
generate useful
insights 32
Corporate Dashboard
© Intense Technologies limited 2013-14
Availability of
custom reports
based on
transactions and
service type
Standard
reports like
interstate
breakup,
connection wise
discount are
made available
Reports can be
customized as
the columns
can be sorted,
grouped,
filtered,
swapped to
cater to
business needs
Reports on connection
comparison and service
comparison
Reports on trouble tickets
raised and status of the
tickets
Corporate Reports
33
Graphical view of the reports
are made available
© Intense Technologies limited 2013-14
Overall Enterprise-wide Benefits
34
Single solution for customer life cycle management
Increased Revenue
• Transpromotional one-to-one marketing
• Third-party advertisements
• Targeted marketing campaigns
• Reports-enabled informed decision making
Reduced Operational Costs
• Reduced manpower & maintenance costs
• Easier change management
• Optimized statement real estate
• Reduced distribution costs
Enhanced Customer Experience
• Customer loyalty through targeted offers
• Instant duplicate statement delivery
• Effective CSR response
• Online access to customers data
Efficient Cash Flow Management
• Reduction in bill delivery cycles
• Electronic distribution of bills
• Enabling online payments
• Tracking of bounced mails and invoices
© Intense Technologies limited 2013-14
Business Impacts
 Side Effects
– Data Explosion – Big Data harnessing technologies
– Security – all the time everytime – upgradation
– High Costs
– Regulatory Compliance
– Handling high volumes of customers and keeping each one of
them delighted 35
 Benefits
– Eliminate Paper and reduce time to service customers
– Capturing of unstructured and structured data provides authenticity to
the captured data
– Streamline and integrate various processes and enhance efficiency
and productivity
– Scale your business in an unlimited manner reaching out to large
number of customers
© Intense Technologies limited 2013-14
Question & Answers
36
© Intense Technologies limited 2013-14
Thank you
37
© Intense Technologies limited 2013-14
Secunderabad
A1, Vikrampuri
Secunderabad - 500 009. AP, INDIA
Tel: +91-40-44558585/27849019/27844551
Fax: +91-40-27819040
e-mail: info@intense.in
Noida
A-1/E, Sector - 16
Noida - 201301
Uttar Pradesh
Tel: +91-120- 4743900 to 10
e-mail: sales.delhi@intense.in
Mumbai
101, Vaishnav Apt, Dr.Charat Singh Colony
Nr. Solitare Corporate Park, Chakala, Andheri (E)
Mumbai - 400 093.
Tel: +91-22-32419713/32064648/28253400
e-mail: sales.mumbai@intense.in
Bangalore
103, Krishna Chambers,
20/21, Konena Agrahara, 5th Cross,
Airport Road, Bangalore - 560017
Tel: +91-80-324 91083/30588333/9741922511
e-mail: sales.bangalore@intense.in
INDIA
10481 NW 36 Street,
Miami FL 33178 USA
Tel: +1 954 545 2037, GSM: +1 305 509 1250
e-mail: jaime.diamand@in10stech.com
UNITED STATES OF AMERICA
9, Temasek Boulevard # 19-05
Suntec Tower 2
Singapore 038989
Tel: +65-8288-1859
SINGAPORE
P.O.Box 88174,
Dubai
Tel: +971-4-2653202 / 56-6499568
e-mail: info@intense.in
UNITED ARAB EMIRATES
Intense Technologies Limited
About Intense Technologies
Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information
management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and
Manufacturing verticals.
Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business
functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.
© Intense Technologies limited 2013-14 www.in10stech.com
38

More Related Content

What's hot

Telecom Customer Experience Management - An Analytical Approach for Simplific...
Telecom Customer Experience Management - An Analytical Approach for Simplific...Telecom Customer Experience Management - An Analytical Approach for Simplific...
Telecom Customer Experience Management - An Analytical Approach for Simplific...Communications 2025
 
Disruptive forces in digital payments
Disruptive forces in digital paymentsDisruptive forces in digital payments
Disruptive forces in digital paymentsInfosys
 
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...Deepika Singh
 
The GIC Investment Ideas: SMAC vs. FANG
The GIC Investment Ideas: SMAC vs. FANGThe GIC Investment Ideas: SMAC vs. FANG
The GIC Investment Ideas: SMAC vs. FANGMarqus J Freeman
 
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...Tata Tele Business Services
 
Rise of Low-code and Digital Ecosystem | Digital Transformation
Rise of Low-code and Digital Ecosystem | Digital TransformationRise of Low-code and Digital Ecosystem | Digital Transformation
Rise of Low-code and Digital Ecosystem | Digital TransformationIntense Technologies Limited
 
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...GSMA Mobile for Development
 
State of the SMB Market | For IP Communications and Cloud Services
State of the SMB Market | For IP Communications and Cloud ServicesState of the SMB Market | For IP Communications and Cloud Services
State of the SMB Market | For IP Communications and Cloud ServicesMetaswitch
 
Tele.net_February 2016_Enterprise
Tele.net_February 2016_EnterpriseTele.net_February 2016_Enterprise
Tele.net_February 2016_EnterpriseTarun Bali
 
Telco Evolution Sample
Telco Evolution SampleTelco Evolution Sample
Telco Evolution SampleAlan Quayle
 
The Great Unknown - How can operators leverage big data to prevent future rev...
The Great Unknown - How can operators leverage big data to prevent future rev...The Great Unknown - How can operators leverage big data to prevent future rev...
The Great Unknown - How can operators leverage big data to prevent future rev...cVidya Networks
 
Software Advice BuyerView: VoIP Software Report 2014
Software Advice BuyerView: VoIP Software Report 2014Software Advice BuyerView: VoIP Software Report 2014
Software Advice BuyerView: VoIP Software Report 2014Software Advice
 
Smb group top 10 smb tech trends 2015-final-1
Smb group   top 10 smb tech trends 2015-final-1Smb group   top 10 smb tech trends 2015-final-1
Smb group top 10 smb tech trends 2015-final-1SMB Group
 
Interactive Intelligence Power Point
Interactive Intelligence Power PointInteractive Intelligence Power Point
Interactive Intelligence Power PointPatrickEngelstad
 
The Digital Insurer Award - FWD (data AI)
The Digital Insurer Award - FWD (data AI)The Digital Insurer Award - FWD (data AI)
The Digital Insurer Award - FWD (data AI)The Digital Insurer
 
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital Age
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital AgeDon’t Fear Modernizing Your Core: Banking Innovation in the Digital Age
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital AgeNTT DATA Consulting, Inc.
 
Interactive Intelligence
Interactive IntelligenceInteractive Intelligence
Interactive IntelligenceJamie Salmon
 

What's hot (20)

Telecom Customer Experience Management - An Analytical Approach for Simplific...
Telecom Customer Experience Management - An Analytical Approach for Simplific...Telecom Customer Experience Management - An Analytical Approach for Simplific...
Telecom Customer Experience Management - An Analytical Approach for Simplific...
 
Disruptive forces in digital payments
Disruptive forces in digital paymentsDisruptive forces in digital payments
Disruptive forces in digital payments
 
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...
Verinite Cards Conclave: Intelligent Automation - How Robotic Process Automat...
 
The GIC Investment Ideas: SMAC vs. FANG
The GIC Investment Ideas: SMAC vs. FANGThe GIC Investment Ideas: SMAC vs. FANG
The GIC Investment Ideas: SMAC vs. FANG
 
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...
DoBig Webinar - How #IoT can transform your business - Omkar Malage, Frost & ...
 
Rise of Low-code and Digital Ecosystem | Digital Transformation
Rise of Low-code and Digital Ecosystem | Digital TransformationRise of Low-code and Digital Ecosystem | Digital Transformation
Rise of Low-code and Digital Ecosystem | Digital Transformation
 
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...
Getting the Most Out of Your Data - Segmenting Your Mobile Money Customer Bas...
 
Smartflo - Cloud Communication Suite
Smartflo - Cloud Communication SuiteSmartflo - Cloud Communication Suite
Smartflo - Cloud Communication Suite
 
State of the SMB Market | For IP Communications and Cloud Services
State of the SMB Market | For IP Communications and Cloud ServicesState of the SMB Market | For IP Communications and Cloud Services
State of the SMB Market | For IP Communications and Cloud Services
 
TECON Company Profile
TECON Company ProfileTECON Company Profile
TECON Company Profile
 
Tele.net_February 2016_Enterprise
Tele.net_February 2016_EnterpriseTele.net_February 2016_Enterprise
Tele.net_February 2016_Enterprise
 
Telco Evolution Sample
Telco Evolution SampleTelco Evolution Sample
Telco Evolution Sample
 
The Great Unknown - How can operators leverage big data to prevent future rev...
The Great Unknown - How can operators leverage big data to prevent future rev...The Great Unknown - How can operators leverage big data to prevent future rev...
The Great Unknown - How can operators leverage big data to prevent future rev...
 
Software Advice BuyerView: VoIP Software Report 2014
Software Advice BuyerView: VoIP Software Report 2014Software Advice BuyerView: VoIP Software Report 2014
Software Advice BuyerView: VoIP Software Report 2014
 
Smb group top 10 smb tech trends 2015-final-1
Smb group   top 10 smb tech trends 2015-final-1Smb group   top 10 smb tech trends 2015-final-1
Smb group top 10 smb tech trends 2015-final-1
 
Horizons 2013 IT Magazine
Horizons 2013 IT MagazineHorizons 2013 IT Magazine
Horizons 2013 IT Magazine
 
Interactive Intelligence Power Point
Interactive Intelligence Power PointInteractive Intelligence Power Point
Interactive Intelligence Power Point
 
The Digital Insurer Award - FWD (data AI)
The Digital Insurer Award - FWD (data AI)The Digital Insurer Award - FWD (data AI)
The Digital Insurer Award - FWD (data AI)
 
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital Age
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital AgeDon’t Fear Modernizing Your Core: Banking Innovation in the Digital Age
Don’t Fear Modernizing Your Core: Banking Innovation in the Digital Age
 
Interactive Intelligence
Interactive IntelligenceInteractive Intelligence
Interactive Intelligence
 

Viewers also liked

Compliance Portfolio
Compliance PortfolioCompliance Portfolio
Compliance PortfolioSWIFT
 
Scaled Professional Srum and Nexus on the Scrum User Group Berlin
Scaled Professional Srum and Nexus on the Scrum User Group BerlinScaled Professional Srum and Nexus on the Scrum User Group Berlin
Scaled Professional Srum and Nexus on the Scrum User Group BerlinJerónimo Palacios
 
E-Marketing - Targeting Market Segments and communities
E-Marketing - Targeting Market Segments and communitiesE-Marketing - Targeting Market Segments and communities
E-Marketing - Targeting Market Segments and communitiesFilipe Mello
 
Business Intelligence For Anti-Money Laundering
Business Intelligence For Anti-Money LaunderingBusiness Intelligence For Anti-Money Laundering
Business Intelligence For Anti-Money LaunderingKartik Mehta
 
Feasibilty Report, Packaging
Feasibilty Report, PackagingFeasibilty Report, Packaging
Feasibilty Report, PackagingKhaled Hasan
 
Client on-boarding
Client on-boardingClient on-boarding
Client on-boardingDoxim Inc.
 
Lloyds pharmacy limited strategic swot analysis review
Lloyds pharmacy limited   strategic swot analysis reviewLloyds pharmacy limited   strategic swot analysis review
Lloyds pharmacy limited strategic swot analysis reviewraja1233
 
Automating Business Processes with SharePoint
Automating Business Processes with SharePointAutomating Business Processes with SharePoint
Automating Business Processes with SharePointGus Fraser
 
SWOT Analysis Illustration Flat
SWOT Analysis Illustration FlatSWOT Analysis Illustration Flat
SWOT Analysis Illustration FlatSlideShop.com
 
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...André De Sousa
 
Swot Analysis Template
Swot Analysis TemplateSwot Analysis Template
Swot Analysis TemplateSlideRocket
 
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...DevOps and Continuous Delivery Reference Architectures (including Nexus and o...
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...Sonatype
 

Viewers also liked (17)

Compliance Portfolio
Compliance PortfolioCompliance Portfolio
Compliance Portfolio
 
Agility Path
Agility PathAgility Path
Agility Path
 
Scaled Professional Srum and Nexus on the Scrum User Group Berlin
Scaled Professional Srum and Nexus on the Scrum User Group BerlinScaled Professional Srum and Nexus on the Scrum User Group Berlin
Scaled Professional Srum and Nexus on the Scrum User Group Berlin
 
E-Marketing - Targeting Market Segments and communities
E-Marketing - Targeting Market Segments and communitiesE-Marketing - Targeting Market Segments and communities
E-Marketing - Targeting Market Segments and communities
 
Business Intelligence For Anti-Money Laundering
Business Intelligence For Anti-Money LaunderingBusiness Intelligence For Anti-Money Laundering
Business Intelligence For Anti-Money Laundering
 
Feasibilty Report, Packaging
Feasibilty Report, PackagingFeasibilty Report, Packaging
Feasibilty Report, Packaging
 
Client on-boarding
Client on-boardingClient on-boarding
Client on-boarding
 
SWOT analysis example
SWOT analysis exampleSWOT analysis example
SWOT analysis example
 
SWOT Analysis
SWOT AnalysisSWOT Analysis
SWOT Analysis
 
Lloyds pharmacy limited strategic swot analysis review
Lloyds pharmacy limited   strategic swot analysis reviewLloyds pharmacy limited   strategic swot analysis review
Lloyds pharmacy limited strategic swot analysis review
 
Corrugated Solutions
Corrugated SolutionsCorrugated Solutions
Corrugated Solutions
 
Swot analysis
Swot analysisSwot analysis
Swot analysis
 
Automating Business Processes with SharePoint
Automating Business Processes with SharePointAutomating Business Processes with SharePoint
Automating Business Processes with SharePoint
 
SWOT Analysis Illustration Flat
SWOT Analysis Illustration FlatSWOT Analysis Illustration Flat
SWOT Analysis Illustration Flat
 
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...
Mob Programming : How To Never Stop Producing Value - Scrum Gathering Talk 03...
 
Swot Analysis Template
Swot Analysis TemplateSwot Analysis Template
Swot Analysis Template
 
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...DevOps and Continuous Delivery Reference Architectures (including Nexus and o...
DevOps and Continuous Delivery Reference Architectures (including Nexus and o...
 

Similar to Delivering agile customer experience in the nexus Era

Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...
Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...
Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...Genesys
 
Digital Transformation in Customer Service: Roadmap for Success in 2014
Digital Transformation in Customer Service: Roadmap for Success in 2014Digital Transformation in Customer Service: Roadmap for Success in 2014
Digital Transformation in Customer Service: Roadmap for Success in 2014Ajit Khadd
 
Webinar Deck: Building Customer Relationships in an Omni-Channel World
Webinar Deck: Building Customer Relationships in an Omni-Channel WorldWebinar Deck: Building Customer Relationships in an Omni-Channel World
Webinar Deck: Building Customer Relationships in an Omni-Channel WorldEnsighten
 
Mobile Data Sponsorship
Mobile Data Sponsorship Mobile Data Sponsorship
Mobile Data Sponsorship Mustafa Oyumi
 
Increase Customer Engagement Through Transparency - Forrester Research
Increase Customer Engagement Through Transparency - Forrester ResearchIncrease Customer Engagement Through Transparency - Forrester Research
Increase Customer Engagement Through Transparency - Forrester ResearchPrashanth Chetty
 
vmw-business-mobility-brochure
vmw-business-mobility-brochurevmw-business-mobility-brochure
vmw-business-mobility-brochureDan Smith
 
Delivering the extended frictionless customer experience
Delivering the extended frictionless customer experience Delivering the extended frictionless customer experience
Delivering the extended frictionless customer experience BSP Media Group
 
Taking Corporate Banking Mobile
Taking Corporate Banking MobileTaking Corporate Banking Mobile
Taking Corporate Banking MobileACI Worldwide
 
Contemi - InsurTech Innovation Award 2022
Contemi - InsurTech Innovation Award 2022 Contemi - InsurTech Innovation Award 2022
Contemi - InsurTech Innovation Award 2022 The Digital Insurer
 
Digital Insurance Enterprise: The Nest Case Study
Digital Insurance Enterprise: The Nest Case StudyDigital Insurance Enterprise: The Nest Case Study
Digital Insurance Enterprise: The Nest Case StudyTata Consultancy Services
 
E-business application in the Supermarket sector
E-business application in the Supermarket sectorE-business application in the Supermarket sector
E-business application in the Supermarket sectorManish Ragoobeer
 
Mobile messaging solutions for online shops
Mobile messaging solutions for online shopsMobile messaging solutions for online shops
Mobile messaging solutions for online shopsMDK Labs GmbH
 
Entrust datacard --Authentication solutions overview
Entrust datacard --Authentication solutions overviewEntrust datacard --Authentication solutions overview
Entrust datacard --Authentication solutions overviewAbhishek Sood
 
Sales Mobility for Financial Services- Insights
Sales Mobility for Financial Services- InsightsSales Mobility for Financial Services- Insights
Sales Mobility for Financial Services- InsightsSoftelligence Romania
 
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSA PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
 
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...IBM Switzerland
 
Digital Disruptives
Digital Disruptives Digital Disruptives
Digital Disruptives Jeremy Caine
 
Mobile's Data Game: How to Play by the Rules and Win
Mobile's Data Game: How to Play by the Rules and WinMobile's Data Game: How to Play by the Rules and Win
Mobile's Data Game: How to Play by the Rules and WinWaterfall Mobile
 

Similar to Delivering agile customer experience in the nexus Era (20)

Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...
Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...
Genesys - Creating More Personalized Mobile Marketing Strategies That Drive V...
 
Digital Transformation in Customer Service: Roadmap for Success in 2014
Digital Transformation in Customer Service: Roadmap for Success in 2014Digital Transformation in Customer Service: Roadmap for Success in 2014
Digital Transformation in Customer Service: Roadmap for Success in 2014
 
Webinar Deck: Building Customer Relationships in an Omni-Channel World
Webinar Deck: Building Customer Relationships in an Omni-Channel WorldWebinar Deck: Building Customer Relationships in an Omni-Channel World
Webinar Deck: Building Customer Relationships in an Omni-Channel World
 
Mobile customer-service white-paper
Mobile customer-service white-paperMobile customer-service white-paper
Mobile customer-service white-paper
 
Mobile Data Sponsorship
Mobile Data Sponsorship Mobile Data Sponsorship
Mobile Data Sponsorship
 
Increase Customer Engagement Through Transparency - Forrester Research
Increase Customer Engagement Through Transparency - Forrester ResearchIncrease Customer Engagement Through Transparency - Forrester Research
Increase Customer Engagement Through Transparency - Forrester Research
 
vmw-business-mobility-brochure
vmw-business-mobility-brochurevmw-business-mobility-brochure
vmw-business-mobility-brochure
 
Delivering the extended frictionless customer experience
Delivering the extended frictionless customer experience Delivering the extended frictionless customer experience
Delivering the extended frictionless customer experience
 
Enterprise Customer Data deduplication
Enterprise Customer Data deduplicationEnterprise Customer Data deduplication
Enterprise Customer Data deduplication
 
Taking Corporate Banking Mobile
Taking Corporate Banking MobileTaking Corporate Banking Mobile
Taking Corporate Banking Mobile
 
Contemi - InsurTech Innovation Award 2022
Contemi - InsurTech Innovation Award 2022 Contemi - InsurTech Innovation Award 2022
Contemi - InsurTech Innovation Award 2022
 
Digital Insurance Enterprise: The Nest Case Study
Digital Insurance Enterprise: The Nest Case StudyDigital Insurance Enterprise: The Nest Case Study
Digital Insurance Enterprise: The Nest Case Study
 
E-business application in the Supermarket sector
E-business application in the Supermarket sectorE-business application in the Supermarket sector
E-business application in the Supermarket sector
 
Mobile messaging solutions for online shops
Mobile messaging solutions for online shopsMobile messaging solutions for online shops
Mobile messaging solutions for online shops
 
Entrust datacard --Authentication solutions overview
Entrust datacard --Authentication solutions overviewEntrust datacard --Authentication solutions overview
Entrust datacard --Authentication solutions overview
 
Sales Mobility for Financial Services- Insights
Sales Mobility for Financial Services- InsightsSales Mobility for Financial Services- Insights
Sales Mobility for Financial Services- Insights
 
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSA PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
 
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...
Redefining Analytics and Commerce in the age of the empowered consumer_FrankT...
 
Digital Disruptives
Digital Disruptives Digital Disruptives
Digital Disruptives
 
Mobile's Data Game: How to Play by the Rules and Win
Mobile's Data Game: How to Play by the Rules and WinMobile's Data Game: How to Play by the Rules and Win
Mobile's Data Game: How to Play by the Rules and Win
 

More from Intense Technologies Limited

Governments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital TransformationGovernments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital TransformationIntense Technologies Limited
 
Artificial Intelligence / Robotics in Banking Sector
Artificial Intelligence / Robotics in Banking Sector Artificial Intelligence / Robotics in Banking Sector
Artificial Intelligence / Robotics in Banking Sector Intense Technologies Limited
 
Digital Customer Experience in Banking Sector | Intense Technologies
Digital Customer Experience in Banking Sector | Intense TechnologiesDigital Customer Experience in Banking Sector | Intense Technologies
Digital Customer Experience in Banking Sector | Intense TechnologiesIntense Technologies Limited
 
Digital Platforms | Digital Transformation | Intense Technologies
Digital Platforms | Digital Transformation | Intense TechnologiesDigital Platforms | Digital Transformation | Intense Technologies
Digital Platforms | Digital Transformation | Intense TechnologiesIntense Technologies Limited
 
B2B Customer Experience Case Study | Telecom Industry
B2B Customer Experience Case Study | Telecom IndustryB2B Customer Experience Case Study | Telecom Industry
B2B Customer Experience Case Study | Telecom IndustryIntense Technologies Limited
 
Build business agility to stay ahead in the digitalword
Build business agility to stay ahead in the digitalwordBuild business agility to stay ahead in the digitalword
Build business agility to stay ahead in the digitalwordIntense Technologies Limited
 
Faster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesFaster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesIntense Technologies Limited
 
Faster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesFaster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesIntense Technologies Limited
 
Build business agility that drives customer centricity
Build business agility that drives customer centricityBuild business agility that drives customer centricity
Build business agility that drives customer centricityIntense Technologies Limited
 
Is your organization equipped to deliver agile B2B experience?
Is your organization equipped to deliver agile B2B experience?Is your organization equipped to deliver agile B2B experience?
Is your organization equipped to deliver agile B2B experience?Intense Technologies Limited
 

More from Intense Technologies Limited (19)

Governments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital TransformationGovernments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital Transformation
 
Artificial Intelligence / Robotics in Banking Sector
Artificial Intelligence / Robotics in Banking Sector Artificial Intelligence / Robotics in Banking Sector
Artificial Intelligence / Robotics in Banking Sector
 
Transforming Billing and CX in Telecom Sector
Transforming Billing and CX in Telecom SectorTransforming Billing and CX in Telecom Sector
Transforming Billing and CX in Telecom Sector
 
Digital Customer Experience in Banking Sector | Intense Technologies
Digital Customer Experience in Banking Sector | Intense TechnologiesDigital Customer Experience in Banking Sector | Intense Technologies
Digital Customer Experience in Banking Sector | Intense Technologies
 
Digital Platforms | Digital Transformation | Intense Technologies
Digital Platforms | Digital Transformation | Intense TechnologiesDigital Platforms | Digital Transformation | Intense Technologies
Digital Platforms | Digital Transformation | Intense Technologies
 
B2B Customer Experience Case Study | Telecom Industry
B2B Customer Experience Case Study | Telecom IndustryB2B Customer Experience Case Study | Telecom Industry
B2B Customer Experience Case Study | Telecom Industry
 
Build business agility to stay ahead in the digitalword
Build business agility to stay ahead in the digitalwordBuild business agility to stay ahead in the digitalword
Build business agility to stay ahead in the digitalword
 
Faster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesFaster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense Technologies
 
Faster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense TechnologiesFaster and compliance driven onboarding | Intense Technologies
Faster and compliance driven onboarding | Intense Technologies
 
Build business agility that drives customer centricity
Build business agility that drives customer centricityBuild business agility that drives customer centricity
Build business agility that drives customer centricity
 
Single view of BSS systems
Single view of BSS systemsSingle view of BSS systems
Single view of BSS systems
 
Digital Interactive engagement
Digital Interactive engagementDigital Interactive engagement
Digital Interactive engagement
 
Is your organization equipped to deliver agile B2B experience?
Is your organization equipped to deliver agile B2B experience?Is your organization equipped to deliver agile B2B experience?
Is your organization equipped to deliver agile B2B experience?
 
The single source of truth about your customer
The single source of truth about your customerThe single source of truth about your customer
The single source of truth about your customer
 
Automated billing and auditing
Automated billing and auditingAutomated billing and auditing
Automated billing and auditing
 
Digital Customer Onboarding
Digital Customer OnboardingDigital Customer Onboarding
Digital Customer Onboarding
 
Customer communications management_for_telecoms
Customer communications management_for_telecomsCustomer communications management_for_telecoms
Customer communications management_for_telecoms
 
Customer onboarding
Customer onboardingCustomer onboarding
Customer onboarding
 
Digital transformation of B2B customer experience
Digital transformation of B2B customer experienceDigital transformation of B2B customer experience
Digital transformation of B2B customer experience
 

Recently uploaded

OpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorOpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorShane Coughlan
 
JS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIJS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIIvo Andreev
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsJaydeep Chhasatia
 
Enterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze IncEnterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze Incrobinwilliams8624
 
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...OnePlan Solutions
 
Fields in Java and Kotlin and what to expect.pptx
Fields in Java and Kotlin and what to expect.pptxFields in Java and Kotlin and what to expect.pptx
Fields in Java and Kotlin and what to expect.pptxJoão Esperancinha
 
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfTobias Schneck
 
Introduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntroduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntelliSource Technologies
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024Mind IT Systems
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmonyelliciumsolutionspun
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyRaymond Okyere-Forson
 
online pdf editor software solutions.pdf
online pdf editor software solutions.pdfonline pdf editor software solutions.pdf
online pdf editor software solutions.pdfMeon Technology
 
How Does the Epitome of Spyware Differ from Other Malicious Software?
How Does the Epitome of Spyware Differ from Other Malicious Software?How Does the Epitome of Spyware Differ from Other Malicious Software?
How Does the Epitome of Spyware Differ from Other Malicious Software?AmeliaSmith90
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilVICTOR MAESTRE RAMIREZ
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageDista
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionsNirav Modi
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies
 
ERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxAutus Cyber Tech
 
Cybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadCybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadIvo Andreev
 

Recently uploaded (20)

OpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS CalculatorOpenChain Webinar: Universal CVSS Calculator
OpenChain Webinar: Universal CVSS Calculator
 
JS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIJS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AI
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
 
Enterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze IncEnterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze Inc
 
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
Transforming PMO Success with AI - Discover OnePlan Strategic Portfolio Work ...
 
Fields in Java and Kotlin and what to expect.pptx
Fields in Java and Kotlin and what to expect.pptxFields in Java and Kotlin and what to expect.pptx
Fields in Java and Kotlin and what to expect.pptx
 
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdfARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
ARM Talk @ Rejekts - Will ARM be the new Mainstream in our Data Centers_.pdf
 
Introduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntroduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptx
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024
 
Salesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptxSalesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptx
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human Beauty
 
online pdf editor software solutions.pdf
online pdf editor software solutions.pdfonline pdf editor software solutions.pdf
online pdf editor software solutions.pdf
 
How Does the Epitome of Spyware Differ from Other Malicious Software?
How Does the Epitome of Spyware Differ from Other Malicious Software?How Does the Epitome of Spyware Differ from Other Malicious Software?
How Does the Epitome of Spyware Differ from Other Malicious Software?
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-Council
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspections
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in Trivandrum
 
ERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptxERP For Electrical and Electronics manufecturing.pptx
ERP For Electrical and Electronics manufecturing.pptx
 
Cybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadCybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and Bad
 

Delivering agile customer experience in the nexus Era

  • 1. © Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com Delivering Agile Customer Experience in the Nexus Era 1
  • 2. © Intense Technologies limited 2013-14 Business Essentials 2 Business Customer Regulatory BodiesConsumer Protection, Safety and Benefit Technologies  The lifeblood of any business are its customers  Customers IMPACT businesses directly  Businesses need to “KNOW” their customers – Bio-metrics to Demographics, Likes, Choices, Spend / Buy Patterns, Build Long- term relationship – Customer loyalty etc – all through TOUCHPOINTS  Making them delighted through their services is why Businesses exist in first place Every touch point is an opportunity for the business to make that brand impact by providing Agile customer experience
  • 3. © Intense Technologies limited 2013-14 Framework for agile customer experience 3Vertical Agnostic Telecom Banking Insurance Manufacturing Government Welcome kit Telecom bill Statement Policy document Premium receipt News letter Promotional campaign Mailer Payment alerts SMS E-mail Print Web Mobile Social Touch point Agnostic Channel Agnostic Verticals Communication Channels U N I F I E D P L A T F O R M
  • 4. © Intense Technologies limited 2013-14 Today’s highly tech savvy customer 4Is always connected through social, mobile and cloud “ I would like my Telephone bills Help me get more For less.” “ I want my Insurance Policy to Provide me with Total Peace of mind. ” “I want to track Invoices, Purchase orders, Credit Notes etc, Accurately, with least amount of effort.” It should be easy for me to see doctor easily and receive good treatment – in case I fall sick… I want to easily order for more services using my mobile phone – for anything – tickets, food, stuff etc. “I would like my Monthly Bank Statements help me manage my finances Better.”
  • 5. © Intense Technologies limited 2013-14 Social and Mobile Forces Social  A faster richer ubiquitous conversation  Word of mouth spreads rapidly regardless of – The good the Bad and the Ugly – Cuts both way  Businesses need to tap into these conversations  Media – can go viral  Customer interaction in real time posts through FB, Twitter etc  Build customer communities – to share similar customer experiences  Helps Brand building 5 Mobile  The primary computing Platform  Wireless connectivity for voice and data – 2G/3G/4G  GPS, Camera, Sensors – Audio, Video – multi- media field data capture  Media – can go viral  Native App vs Hybrid apps – HTML5 – ensures true cross-platform execution on devices of all form factors  Replace Forms capture with in-situ real time data collection and upload to Cloud server thus eliminating paper and cutting dow Cloud  The expectation of ubiquitous access  Cost Effective  Elastic Scalability  Wide Reach – Centralized Data storage and accessibility Information  Structured and UnStructured data mining  Big Data evolves towards wisdom – the ubiquitous Progress bar  Customer Profiling  Contextual information along with relevant
  • 6. © Intense Technologies limited 2013-14 Agile Experience  RETAIL Customers – Right message at the right time – Personalized services and content – Instant interactivity in real-time – Being pro-active and tracking customer behaviour • Usage / Spend / Buy Pattern – Always keeping the customer “Engaged” and Delighted  Corporate Customers  HNI Customers  Family and Friends  Senior Citizens  Youth - teenage 6 Agile is all about making every customer feel special and important
  • 7. © Intense Technologies limited 2013-14 The nexus of forces 7 Customer Touch points  Service / Change Request  Onboading process  Service Activation and usage  Recurring - Bills, Invoices, Premium Payments, EMIs, Statements, POs  Queries and Complaints  Cross-selling and Up-selling of services  Customer usage tracking and special offers and discounts How does Business continuously ensure that each such touch point is an Agile experience for the customer in this Nexus era…???
  • 8. © Intense Technologies limited 2013-14 Typical Customer Life Cycle Win the right customers - Onboard Build the relationship Strengthen relationship Create customer delight 8 Prospect New Customer Established Customer Established Customer Acquisition strategy • Segment specific value proposition • High value proposition Start up strategy • Welcome call • Welcome email • Newsletter • Membership cards/privileges Service strategy • Differentiated service levels • Personal account mgrs • One-stop service • Private hotlines Increase stickiness Increase Product Density through Cross Sell
  • 9. © Intense Technologies limited 2013-14 Customer Profiling Demographics  First Name  Age Group  Gender  Income Level  Mother Tongue Telephone Usage  Minutes Usage  VAS Usage  National/ISD Usage  Local Usage  Data Usage Network Profile  Device Model  Roaming Profile  Base Location  ARPU Profile  Current Location Medical History  Blood Group  Hereditary  Lifestyle Habits Credit History  Loans repayment  Credit / Debit usage  Income sources Preferences  Books  Travel  Food  Living
  • 10. © Intense Technologies limited 2013-14 KYC – Profile Data Capture Process Application Server File Server Database Server Internet Firewall Workflow Engine Auditing Data Entry Warehouse Exception Handling DMS Business Rules Engine Web services APIs DB links Activation SMSC CRM Process Flow Interfacing Mail Work flowData Upload Bio metrics Mobile Data Capture
  • 11. © Intense Technologies limited 2013-14 Customer Appending scanned customer documents to eForms Retail outlet of Telecom Operator Data upload • Data entry into eForms from physical forms • Service activation trigger • Initiation of workflow Data entry of biometric details Customer Mobile application to enable document capture from smart phones Agents Location Data entry Scanner Bio-metric Picture Data Repository Agents Location Mobile Application ID capture Form capture Image Capture Sign capture Agile Document Capture
  • 12. © Intense Technologies limited 2013-14 Data entry of the customer details scanned capture of KYC documents Online Data Upload to KYC server Offline saving of KYC Details (Local Folder) Finger print capture Through Biometric Device Photo Capture Through Camera Profile Data Capture
  • 13. © Intense Technologies limited 2013-14 Profile Data Capture using Mobile Phone
  • 14. © Intense Technologies limited 2013-14 Data Capture Data Upload • Offline Storage of KYC details • XML transfer of data • SIM Number unique identifier • KYC Documents tagging to SIM Number • Online upload of KYC Details • GPRS Connectivity Firewall XML FTA Server Staging Server Case Management Instant Data Upload to Cloud
  • 15. © Intense Technologies limited 2013-14 Agile onboarding process 15 Faster customer acquisition at door step Easy capture of customer details- POA/ POI/ Photograph/ CAF/ Metadata etc No huge costs involved in the process of customer acquisition Scanner replacement to use Mobile for capturing customer documents
  • 16. © Intense Technologies limited 2013-14 Customer Identity 16 Jeff Jones 180, Bulloch Ave., Roswell GA - 30075 J. Jones 180, Bulloch Avenue, Roswell, Georgia – 30075-1234 Service 2Service 1 Jeff Jones P. O. Box 11245 Roswell GA – 30075- 1234 Service 3 Jeff Jones 180, Bulloch Ave., Roswell GA – 30075- 1234 Service 4 Unavailability of persistent, sharable and trusted version of customer data Identify important customers availing multiple services to gain a holistic view of all relationships
  • 17. © Intense Technologies limited 2013-14 Home ID Creation 17 Home ID Daughter Ms. Jane Duncan -Child account Mother Mrs. Jamie Duncan -Credit card and Savings Son Jack Duncan -Credit card Father Mr. Jeremy Duncan -Savings account Common Address: 475 Wall Street, Princeton, New Jersey 08540 Home ID 226253
  • 18. © Intense Technologies limited 2013-14 Consolidated Statement Unique ID connecting Multiple Lines of Business Customer Registered Services ( Postpaid, Broadband, Fixed Line) Close sell internal Service (Customer not registered for) Up sell through relevant marketing messages
  • 19. © Intense Technologies limited 2013-14 Reports 19
  • 20. © Intense Technologies limited 2013-14 Marketing campaigns IT operations CRM MarketingCompliance Management • Increasing operational costs of sending bills • Stringent SLA’s for change management and distribution • Customer dissatisfaction over CSR response • Building customer loyalty • Inability to send targeted marketing messages • Delayed time to market • Security of customer sensitive information accessible to CSR’s • Changing regulations for displaying information on the bills • Faster TAT to generate reports on customer transaction data • Customer churn Stakeholders of customer communication in a TSP Bill Customer Customer Communications Challenges Print E-Mail SMS Selfcare Fax Communication channel mix Different objectives of various stakeholders through customer communications that reaches the customer through multiple channels
  • 21. © Intense Technologies limited 2013-14 No Single Point of truth for multiple touch points 21 Customer information in multiple systems Discrepancies in information resulting in inconsistent communication across various touch points and greater storage and maintenance costs Multiple applications for multiple customer touch points CRM Billing Legacy Print E-mail SMS Web
  • 22. © Intense Technologies limited 2013-14 Web presentment SMS alerts & notices Dunning Letters Dispute Resolution Letters New Marketing Mailers Reminder Notices Customer Care Letters HTML Email Body Interactive PDF Self care/Corp Care Communications E-MailPrint Duplicates(CRM) 360 ◦ Communication Engine Customer Single application caters to multiple lines of business • Post paid services • Pre paid services • Broadband services • DTH services Multiple lines of business of TSP Communication Engine
  • 23. © Intense Technologies limited 2013-14 Improved customer loyalty with personalized and clear bills Insertion of OMR Marks for automating bill finishing Specially branded bills on special occasions Two-Up table for effective utilization of paper real estate Periodic up-selling of specific high value services Billing summary as a snapshot for “at a glance” clarity Insertion of multilingual messages for personalized connections Leveraging customer relationships through customer- specific, targeted Cross- selling Data formatting options like font type, size, etc. to enhance data presentation Insertion of barcodes for Bill tracking Highlighting important customer information to make a greater impact
  • 24. © Intense Technologies limited 2013-14 Customer Loyalty Points Out standing balance = 721 Computation-0.5 points for every 1 Re Hence, 721 X 0.5x = 360
  • 25. © Intense Technologies limited 2013-14 Graphical representation of account summary across various accounts Graphical representation of assets and liabilities Ability to view summary details of various accounts Frequently used tools. Services through Self-care Portal
  • 26. © Intense Technologies limited 2013-14 Single point of truth
  • 27. © Intense Technologies limited 2013-14 Leads Analysis Campaign ROI Lead Tracking Campaign Analysis Campaign RevenueLead Management Management Measurement Execution CampaignCreationCustomer Engagement - Campaign
  • 28. © Intense Technologies limited 2013-14 Agile Customer Engagement 28
  • 29. © Intense Technologies limited 2013-14 Electronic bills enable organizations to Faster revenue (ROI) realization due to prompt payments Impact of Electronic Bills An average large company sending invoices to consumers via e- billing can save at least $13.1 million per year…..Gartner Improve customer engagement, increase conversions and induce greater convenience through faster communication Strengthen the “Go green” initiatives of the organization & reduce carbon footprint Enhanced e-mail penetration, reduced costs of customer communications, efficient time management, Single statement across multiple LOBs through convergence
  • 30. © Intense Technologies limited 2013-14 Register and remember Password Traditional electronic bills: Self-care : May make bill view process tedious. Check e-mail alerts of bill generation Logon to Portal to view analyze bill Analyze spent pattern and pay online step1 step2 step3 Bill as passive e-mail attachment Traditional electronic bills: e-mail  Mandate visit to online portal for making payment  Inability to analyze transaction data  No option to register feedback and service requests Increasing adoption rates of customers via e-delivery and online payments, hence catering to greater customer convenience Increasing Customer Convenience
  • 31. © Intense Technologies limited 2013-14 Interactive PDF Policy Statement
  • 32. © Intense Technologies limited 2013-14 Views based on user access permissions (e.g. Admin, CEO, Cost center head etc) Ability to raise and track tickets for all contracts and services Enterprise users can change passwords, update personal information and subscribe to various alerts Options to choose the type of service to generate customized reports User personalized Dashboard; Option to expand, collapse and re arrange widgets based on user preferences Ability to sort on various fields to generate useful insights 32 Corporate Dashboard
  • 33. © Intense Technologies limited 2013-14 Availability of custom reports based on transactions and service type Standard reports like interstate breakup, connection wise discount are made available Reports can be customized as the columns can be sorted, grouped, filtered, swapped to cater to business needs Reports on connection comparison and service comparison Reports on trouble tickets raised and status of the tickets Corporate Reports 33 Graphical view of the reports are made available
  • 34. © Intense Technologies limited 2013-14 Overall Enterprise-wide Benefits 34 Single solution for customer life cycle management Increased Revenue • Transpromotional one-to-one marketing • Third-party advertisements • Targeted marketing campaigns • Reports-enabled informed decision making Reduced Operational Costs • Reduced manpower & maintenance costs • Easier change management • Optimized statement real estate • Reduced distribution costs Enhanced Customer Experience • Customer loyalty through targeted offers • Instant duplicate statement delivery • Effective CSR response • Online access to customers data Efficient Cash Flow Management • Reduction in bill delivery cycles • Electronic distribution of bills • Enabling online payments • Tracking of bounced mails and invoices
  • 35. © Intense Technologies limited 2013-14 Business Impacts  Side Effects – Data Explosion – Big Data harnessing technologies – Security – all the time everytime – upgradation – High Costs – Regulatory Compliance – Handling high volumes of customers and keeping each one of them delighted 35  Benefits – Eliminate Paper and reduce time to service customers – Capturing of unstructured and structured data provides authenticity to the captured data – Streamline and integrate various processes and enhance efficiency and productivity – Scale your business in an unlimited manner reaching out to large number of customers
  • 36. © Intense Technologies limited 2013-14 Question & Answers 36
  • 37. © Intense Technologies limited 2013-14 Thank you 37
  • 38. © Intense Technologies limited 2013-14 Secunderabad A1, Vikrampuri Secunderabad - 500 009. AP, INDIA Tel: +91-40-44558585/27849019/27844551 Fax: +91-40-27819040 e-mail: info@intense.in Noida A-1/E, Sector - 16 Noida - 201301 Uttar Pradesh Tel: +91-120- 4743900 to 10 e-mail: sales.delhi@intense.in Mumbai 101, Vaishnav Apt, Dr.Charat Singh Colony Nr. Solitare Corporate Park, Chakala, Andheri (E) Mumbai - 400 093. Tel: +91-22-32419713/32064648/28253400 e-mail: sales.mumbai@intense.in Bangalore 103, Krishna Chambers, 20/21, Konena Agrahara, 5th Cross, Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 e-mail: sales.bangalore@intense.in INDIA 10481 NW 36 Street, Miami FL 33178 USA Tel: +1 954 545 2037, GSM: +1 305 509 1250 e-mail: jaime.diamand@in10stech.com UNITED STATES OF AMERICA 9, Temasek Boulevard # 19-05 Suntec Tower 2 Singapore 038989 Tel: +65-8288-1859 SINGAPORE P.O.Box 88174, Dubai Tel: +971-4-2653202 / 56-6499568 e-mail: info@intense.in UNITED ARAB EMIRATES Intense Technologies Limited About Intense Technologies Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals. Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage. © Intense Technologies limited 2013-14 www.in10stech.com 38

Editor's Notes

  1. 4 n 5 in one slide Remove all logos n names