connie moore, senior vp research digital clarity group ...€¦ · agile. business’ vulnerable....
Post on 16-Aug-2020
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Connie Moore, Senior VP ResearchDigital Clarity Groupcmoore@digitalclaritygroup.com
Twitter: @cmooreclarity 2
Ability to stay current?
Fear of getting it wrong . . .
How to capitalize?
Opportunity or risk?
Twitter: @cmooreclarity 3
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CustomerExperience Management
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BPM, ECMCase Management
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CEM BPM / ECM
Twitter: @cmooreclarity 7
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High
IT’s CEM Maturity High
Strong partnership between business, IT and marketing
Low
Business’CEM
Maturity Limited vision and slow progress (false starts)
Successful business and marketing led projects
Successful IT led projects
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High
IT’s CEM Maturity HighLow
Business’CEM
Maturity MimicUnfocusedDistracted
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High
IT’s CEM Maturity HighLow
Business’CEM
Maturity Manufacturer• Changes in CMOs and CIOs• False starts in projects• Low CEM adoption• Low CEM awareness
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High
IT’s CEM Maturity HighLow
Business’CEM
Maturity Focus on:• Content management, CRM,
customer service• Change management• Managed services• Management consulting
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High
HighLow
SpeedyNimbleAgileVulnerableBusiness’
CEMMaturity
IT’s CEM Maturity
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Low
High
IT’s CEM Maturity High
Global Retailer• CEM driven by new execs
reporting to regions and divisions
• Willing to take risksBusiness’CEMMaturity
Twitter: @cmooreclarity 17
Business’CX
Maturity
Low
High Need help:• Developing a digital strategy• Building a data foundation• Beginning journey mapping• Integrating point solutions• Implementing commerce
IT’s CEM Maturity High
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High
HighLow
PowerfulFocusedStrongMethodicalPlodding
Business’CEM
Maturity
IT’s CEM Maturity
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• 10X increase in Customer SatisfactionIndex rates
• 10% increase in satisfaction scores
• 50% reduction in time• <1% violation of
“customer will be out in 20 minutes or less”
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Business’CEM
Maturity
Low
High
IT’s CEM Maturity High
Focus on:• Developing a digital business
strategy• Using management consulting• Updating IT systems• Elevating plans beyond IT
Twitter: @cmooreclarity 21
High
HighLow
Business’CEM
Maturity
IT’s CEM Maturity
PowerfulCollaborativeFierceHunters
Twitter: @cmooreclarity 22
Low
High
IT’s CEM Maturity High
CEM and operational excellence• Driven by industry shift• Business, IT & consultants• Data warehousing is linchpin• BPM, CRM, ECM, analytics,
applications, mortgage platformBusiness’
CEMMaturity
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Business’CX
Maturity
Low
High
IT’s CX Maturity High
Focus on: • Strategy & business models• Business architecture• Process transformation• Journey mapping, omnichannel,
mobile commerce, analytics
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CxO▪ Seamless
experiences▪ Consistent channels▪ New engagement
CEO▪ New business models▪ Outside-in processes▪ Better innovation approaches▪ Leveraged human capital▪ Technology infused products▪ Renewed excellence
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Connie MooreSenior Vice President Research
cmoore@digitalclaritygroup.comTwitter: @cmooreclarity | LinkedIn: conniemoore1
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