two perspectives on customer experience -...

Two Perspectives on Customer Experience

Hakon Jacobsen

VP Digital, Asia Pacific

May 18th 2016

2 Information Security Level 1 – Confidential

© 2016 – Proprietary and Confidential Information of Amdocs

MEDIA

RETAIL

TELECOM, INSURANCE AND BANKING

CONSUMER PACKAGED GOODS

AUTOMOTIVE

LOGISTICS

HEALTH CARE

ENERGY

Impact of

digitalization

Point on

digitalization

journey (BCG, How to Jump-Start a Digital Transformation, Sep 2015)

Digital disruption came to almost all sectors of the economy



Innovation



Power



Personal



Allowing digital disruptive players to engage and communicate directly with customers

Digital lowers the barrier to new competitive entrances

Apple SIM

is available in more

than 90 countries

In January 2016,

Netflix reached

130 countries

Launched in

April 2015

Available in North America,

so far, with a potential to have a presence in over

60 HBO`s markets

Waze: since

2007. 50Mn

users,

acquired by

Google in

2013 for

~$1Bn

Consumers seek a new world of customer experience



Customer Experience Spotlight 2016: Global consumer survey of 7,000 customers in 14 markets

The global survey includes: In Asia Pacific we surveyed:

Conducted by 451 Group between November- December 2015

15%

34%

37%

15%

Europe

NA CALA

APAC

17%

22%

22%

22%

17%

Thailand Singapore

Philippines India

Indonesia



Price conscience 12%

Who are today`s digital customers in APAC?

Self-Service- Driven

16% Hyper Connected 22%

Business Elite 18%

Entertainers 16%

59% are 18-34 years old

96% have

a smartphone

87% have

a mobile internet plan

Customer Experience Spotlight 2016, Amdocs - 451 Research

APAC: India, Thailand, Philippines, Indonesia, Singapore; N= 2,300

(50% globally)

(94% globally)

(85% globally)

(17% globally)

(15% globally)

(17% globally)

(21% globally) (15% globally)



59% prefer to use

self-service to avoid calling

a customer service agent

Digital has unleashed a flurry of consumer demands

63% highly value the ability

to control and personalize

their experiences

58% want to get

only relevant offers, which

are specifically tailored to

their needs and interests

10



(52% globally)

(50% globally)

(48% globally)



…shifting the balance of power to customers

61% check prices

on comparison sites

before making a

decision

70% are willing to

pay more for

innovative products

and services

60% are the “go-to-person”

for advice on mobile devices

and services to purchase

among their family

and friends

More Informed More choice More opportunities

(59% globally) (56% globally) (75% globally)





...whose appetite for digital alternatives is increasing

79% would consider replacing their current service provider with companies such as Google, Apple or Facebook if they offered wireless connectivity

25% are likely to switch their service provider in the next 12 months

(73% globally)

(24% globally)





Why makes consumers switch in ? Q. What are primary factors that could lead you to consider switching from your current service provider ?



A price increase Network Outages Customer experience

58% 52% 40%

61% globally 48% globally 36% globally



What makes them stay? Q. Which are the three most important factors that will ensure your loyalty?

46%

44%

42% 42%

36%

Rewards for being a loyalcustomer

Being able to solve issuesthrough self-service

channels

Being notified aboutnetwork outages

Being notified beforeexceeding data allowance

Provide relevant offersbased on usage

45%

globally

42%

globally

38%

globally

36%

globally

39%

globally





What makes them recommend you?

62%

Service providers`

trusted brand and

reputation

vs 59% globally

Excellent customer

support

vs 55% globally

57%

Q. Why would you recommend your service provider to friends and family?

Network quality

vs 61% globally

65%





Gartner predicts that by 2017, 20% of all market leaders will lose their number

one position to a company founded after the year 2000 because of a lack of

digital business advantage

We don’t want to be a telco, we want to be an internet company Roger Sole - CMO ,TIM Brasil.

There’s no other way. If we don’t go digital, we won’t survive

Phil Jordan - Global CIO, Telefónica

There is no doubt that the future is a digital one. Those who are fast

to adapt to the new reality stand to gain the most. Chua Sock Koong,- Group CEO, Singtel

This digital era will dwarf what’s occurred … if you don’t transform and use this

technology differently – if you don’t reinvent yourself … you are going to get

disrupted. And it’ll be a brutal disruption, where the majority of companies will

not exist in a meaningful way 10-15 years from now.

John Chambers - Executive Chairman Cisco

http://upload.wikimedia.org/wikipedia/commons/5/51/Telef%C3%B3nica_Logo.svg



Do you have

what it takes

to win the

battle for

your customers?

Service Providers



47% of Service Providers in Asia Pacific predict digital

transformation will take

more than 5 years to complete



76% believe telecoms will be outpaced

by other industries



while

64% of the business respondents

says:

Clear digital strategy

61% of IT respondents says:

No digital strategy



only

29% have a Chief Digital Officer

90% recognize the importance

of a Chief Digital Officer

to lead and drive

digital transformation strategy



As a result

80% of digital transformation projects in APAC

telcos are executed as standalone initiatives



In January 2016,

Digital Life

reached 84 AT&T

markets

75% of Vodafone Group’s

customer interactions

are already digital

US $343Mn, +139% YoY

Singtel Group Digital L!fe’s

2015 revenues

€3.7Bn,+ 24% YoY

Telefonica’s Digital

Services’ 2015

revenues

AT&T blog Jan 2016, Telefonica 4Q15, Vodafone 2015 Annual report, SingTel 2015 Annual report

Digital is already benefiting many service providers



Clear Strategy

Digital Skills

Agile Business

Innovation

Collaboration

Thank You

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