cx… stuck in the mud? - engagecustomer.com€¦ · • often stuck in the mud –picture wheel...

CX… stuck in the mud?

Claire Sporton, SVP, CX Innovation, Confirmit

[email protected]

@clairesporton

Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.

mailto:[email protected]

CX… stuck in the mud?


Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 3.Source: CX quality can affect stock performance Dylan Czarnecki and Rick Parrish - Period Oct 3 2016 – Oct 2 2017

17%

S&P 500

The CX Promise

CX

Laggards

3%

32%

CX

Leaders

Forrester 2018 - Stock Price Growth Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.

Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 4.Source: State of the Nation – Time to Get Real, Claire Sporton Confirmit, Steven Hurst, Engage 2017

Defining success

30

55

80

3 4 5 6 7 8 9

Demonstrable ROI (0-10)

Incr

eas

e I

nve

stm

en

t (%

)

Media & Advertising

Hardware / Software

Business ServicesPublic Services

Consultancy Services

Consumer Retail

Manufacturing & Construction

Travel & Transport

Financial Services

Utilities

Automotive


Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 5

Empower people to improve their world

Delivering on the CX promise

Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. |

Decision Maker Meeting Notes

Survey results

Behaviors - e.g. Usage

Social media

Voice transcripts

End User Chat Sessions

Formalcomplaints

Revenue Trends

Operationalmetrics

6

Delivering on the CX promise


When it goes right…


When it goes wrong…

Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 11Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 11

• Often Stuck in the mud – picture wheel stuck

When it goes really really wrong…



Richer Insights

Understanding yourunique landscape


Product/Service

Relationships

Product & Service▪ Value proposition▪ Customer journey▪ Internal silos

Relationships▪ Number of client contacts▪ Geographical spread▪ Channels / Routes to market

Richer Insights

15


Differentiation

Volume Scale

Silos

Product/Service

Richer Insights

Relationships


Differentiation

Volume Scale

Silos

Product/Service

Richer Insights

Relationships

Differentiation▪ Delivering to personalized expectations ▪ Driving consistency ▪ Ensuring profitability▪ Potentially fewer but higher value clients

Volume▪ Managing “many to many” relationships▪ Enabling relationship owners▪ Consistency across the relationship▪ Internal trust with control

Silos▪ Simplifying/shortening buying cycle▪ Consistency across the journey▪ Managing outsourced functions▪ Bringing together data from across the

business / legacy systems

Delivering on the CX Promise


yourCLIENTS

What matters to…

Smarter Decisions


yourCLIENTS

yourBUSINESS

What matters to…

Smarter Decisions

Procurement

End Users

Decision Maker


What matters to…

Smarter Decisions• New customers

• Process

improvement

• Customer centricity

COST

REVENUE

CULTURE

• Share of Wallet

• Reduce churn

• Compliance/

Consistency

• Cross functional change


What matters to…

Smarter Decisions

I need you to be easier to do business with

I want timeliness for my orders

• New customers

• Process

improvement

• Customer centricity

COST

REVENUE

CULTURE

• Share of Wallet

• Reduce churn

• Compliance/

Consistency

• Cross functional change


Delivering on the CX Promise

Empower people to improve their world

Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 25Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 25Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.


Faster Actions

The right action, right person at the right time

Accelerate action and change


enable decision making at the front line

intend to in next 3 years

2017 Risk in review. Managing risk from the front line

Faster Actions

16%

63%

28


Organizations as “machines”

The five trademarks ofagile organizations, Jan 2018

Faster Actions

Top-downhierarchy

Bureaucracy

Silos

29


Faster Actions

30

Focus on action

Cross functionalaccountability

Leadership drives directionand enables action

Organizations as “organisms”

The five trademarks ofagile organizations, Jan 2018


Freedom within a framework

Faster Actions

31




Faster Actions

32




Faster Actions

33




Faster Actions

34




- Line of sight- Self correction- Peer support

Faster Actions

35



CX… Stuck in the Mud?



CX… Delivering on the promise



Claire Sporton, SVP, CX Innovation

[email protected]

@clairesporton

Thank you


mailto:[email protected]

cx… stuck in the mud? - engagecustomer.com€¦ · • often stuck in the mud –picture wheel...

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