nasscom gic conclave 2014 - evolving a framework to deliver customer centricity from gics - gartner

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Evolving a framework to deliver Customer centricity from GICs

Panel discussionVenue : Hotel Hyatt Regency, Pune

Session Venue : Grand Ballroom I, II & III

Date : April 16th, 2014

Time: 1015 – 1115 Hrs.

Session Duration : 60 minutes

Evolving a framework to deliver Customer centricity from GICs NASSCOM GIC conclave 2014

Agenda

Introduction and context setting

View from our research partner: Gartner

Panelists views eBay ADP Walmart

Discussion / Q & A

Closing remarks

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2

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4

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Context setting

GICs are at different stages of a journey - evolving from delivering efficiently to driving value addition• Set Up: Proof of Concept

• Ramp up: Cost Arbitrage and Mature Delivery

• Value Addition: Business Impact

• Innovation: Competitive advantage for the enterprise

1

Four value dimensions are critical to drive sustainable value proposition for GICs• Operational Efficiency

• High Skill Capability

• Customer Experience

• Revenue Impact

2


Business stakeholders increasingly expect GICs to improve customer experience

Ranking of priorities by stakeholders

2

4

1

1

2

3 3

Business outcomes and customer experience

4

Top two priorities

Cost and productivity efficiency

Quality of service delivery

Risk and compliance

Yr 2008 Yr 2012

Source: McKinsey’s presentation at NASSCOM GIC Forum in 2012


• Advancement in mobile technology

• Proliferation of social media

• Real-time customer changing expectations and enhancement of their experiences

• Capture “silent” customers

• Best practices and methods, creating “truly customer focused” culture

• “Maintaining the balance” between end customers and clients

• Customer Centricity tools eg. Net Promoter Score (NPS)

• Analytics to understand customer behavior

• Integrated channels to achieve a consistent customer experience across all touch points

• “what it sells” vs. “how it sells”

eBay ADP WALMART

• Customer satisfaction measurement/ Customer retention• Focus on the right customers for strategic/ competitive advantage• Investing intelligently in “world class” customer experience in a systematic and economically viable

manner• To ensure/drive organization and employees develop their mindsets/ capabilities around customer

centricity

Organization’s Customer Centricity approach

• Emerging trends around enhancing customer experiences

• Evolved approach towards customer centricity

• Differentiating between customer wants and needs

GARTNER

Key Pointers for panel discussion



Agenda



Discussion / Q & A

Closing remarks

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Management Focus - A gradual but insistent shift to growth

Gartner CIO Survey 2014

2009 2013 20140%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

27% 28% 27%

23% 23% 23%

16% 16% 16%

19% 14% 15%

15% 18% 20%

Growth/ Innovation

Agility

Integrity

Effectiveness

Efficiency

Note: Percentages for each year may not add up to 100% due to rounding


Trends that Matter – Nexus of forces are transforming consumer lives and industries

Mobile Big Data

Cloud Computing

Internet of Things

Emerging Economies

eCommerce

Generation Y / Millennials

Forces shaping

Consumer lives and Industries

Social Media

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.


Impacts on Industries & GICs

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.

• New and alternative customer segments

• Markets & Regions

Customers & Markets

• New products for unmet needs

• Substitutes for current needs

Products & Services

• Traditional Competitors• Start-ups• Entrants from other Industries

Competition & Partnerships

• Online, Mobile• Social Media• Gamification

Customer Service &

Engagement

• Internal vs. External• Mobile, Analytics, Big Data,

Cloud

Use of Technology

Impacts to GIC?

• Who are the Stakeholders?

• What Services?

• What is Success?

• How do you Measure?

• Who do you work with (vendors / partners)?



Agenda



Discussion / Q & A

Closing remarks

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2

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Discountretail

Grocery International eCommerceWholesale

Walmart Global eCommerceHistory of transforming retail


Walmart Global eCommerceEnabling success for today and tomorrow

1Activating

data

Global technology

platform

2

Next-generationfulfillment network

3

Talent

4



Agenda



Discussion / Q & A

Closing remarks

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3

4

5


Agenda




Discussion / Q & A

Closing remarks

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3

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5


In Summary

2. Influence GIC work portfolio and business integration…become relevant to the business

4. Understand multiple stakeholders, understand end customer needs, break internal silos …enhance customer experience…. deliver business impact

1. Stay ahead or at pace with evolving Customer needs

3. Continuously measure customer centricity through enterprise tools e.g. Net Promoter score; Data analytics, Close looping voice of the customer


Thank You