the responsive enterprise: improving the customer experience forever
TRANSCRIPT
Improving the Customer Experience Forever
The Responsive Enterprise
August 2015 Copyright © 2015 Tata Consultancy Services Limited
Tonya McKinney, Principal and Head – Customer Experience Solutions
Convergence as Disruptor
The Responsive Enterprise, 2015
Digital convergence is forcing companies to rethink their customer experience strategies.
Responsive enterprises must respond to the market as it changes.
The leaders will be those companies that can sense the market by capturing constant, actionable insights at all levels.
Big Data and social analytics play a part. But the biggest challenge is becoming an agile enterprise that can act quickly.
Convergence as Disruptor
Customer Experience Strategy Matters
Customer experience has become a competitive advantage.
Source: Forrester Research, ‘The Business Impact of Customer Experience’.
The Responsive Enterprise, 2015
New Wave of Digital Disruptors Emerges
Companies have had to respond to disruptions from social, mobile, Big Data, and cloud.
The next wave will have an even greater impact on customer experience. It will consist of five disruptive trends: Sensors, Wearables, Artificial Intelligence, Robotics, and Image Analytics (SWARI).
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Sensors are connecting devices in the rapidly emerging ‘Internet of Things’.
By providing unprecedented amounts of feedback on customer usage, these sensors are unveiling an abundance of new opportunities for products and services.
Digital Disruptions: Sensors
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Customers are showing a healthy appetite for wearables.
Predictions indicate that they can boost profits in the field service industry by US$1 billion by 2017.
Digital Disruptions: Wearables
Perspectives—The Responsive Enterprise Tweet this
Source: “Gartner Says Smartglasses will Bring Innovation to Workplace Efficiency”, Nov 2013, http://www.gartner.com/newsroom/id/2618415
The Responsive Enterprise, 2015 Read More
Artificial Intelligence (AI) has the potential to deliver some services better than humans can.
Many software companies are investing in more human virtual assistants.
AI may be the key to giving customers faster, smarter help and better customer satisfaction scores.
Digital Disruptions: Artificial Intelligence
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
The convergence of AI and robotics will bring widespread application of robotic automation to customer experience. Its potential goes well beyond stacking shelves.
Self-driven cars will have a disruptive impact on the taxi industry, fleet management, insurance costs, liability, and business travel.
Productivity, staffing, and brand experience will all be altered.
Digital Disruptions: Robotics
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Advanced image analytics are rapidly improving and entering mainstream use.
Automated analysis of facial emotions from pictures and videos could revolutionize customer research.
These advances will pose new questions about intellectual property and customer privacy. But their ability to deliver greater customer insight is immense.
Digital Disruptions: Image Analysis
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
As the SWARI trends converge they will combine to deliver a new wave of digital disruption.
Placing the customer experience at the heart of the transformation will be a key contributor to success.
Managing Change and Convergence
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Juggling to Increase Capacity to Respond
The new normal is multiple trends constantly changing industries and organizations.
The goal of transformation initiatives should be to create responsive enterprises that meet market demands and opportunities.
It’s the corporate equivalent of learning to juggle and will require the ability to work from the outside in and the inside out.
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Outside In Transformation
Companies must evolve to sense the customer, market, and disruption faster.
Customers are also evolving and their rapid adoption of innovation makes them disruptors.
Insight-driven customer experience strategies ensure that a company can sense and respond to changes and opportunities in its customer base.
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Inside Out Transformation
Operating models need to evolve to quickly capitalize on insights.
Some companies fail to see the disruption or don’t perceive its significance. Many see the threat but can’t respond quickly enough. Traditional book publishers and book sellers were challenged by the launch of the e-reader.
To become responsive enterprises, companies must create agile operating models.
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
Becoming a responsive enterprise is key to enabling all other strategies: customer experience, ecosystem redesign, and agile operations.
Companies that master the ability to rapidly sense and respond to changes in customers, markets, and technologies can adapt to any market dynamics.
Conclusion: Mastering Agility
Perspectives—The Responsive Enterprise Tweet thisThe Responsive Enterprise, 2015 Read More
IT Services
Business Solutions
Consulting
The Responsive EnterpriseImproving the Customer Experience Forever
Contact a Consultant