xupera europe innova presentation
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CUSTOMER EXPERIENCE as a key for SERVICE INNOVATION
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Where do we come from?
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Our real Innovation Process
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1998
Niche Publishing Guides
(Doctors, Architects,…)
Crew: 15
Our Journey to Innovation
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1998
Niche Publishing Guides
(Doctors, Architects,…)
1999
OutboundTelemarketing
(Sales)
Crew: 15
Crew: 56
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1998
Niche Publishing Guides
(Doctors, Architects,…)
1999
OutboundTelemarketing
(Sales)
2004
InboundTelemarketing(Customer Care,
Help Desk)
Crew: 56 Crew: 105
Crew: 15
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2006
CustomerRelationshipManagement
Projects
. Navigation Chart
. Sharing vision
. Changing attitudes
. Blue Ocean Management
. Alliances Management
1998
Niche Publishing Guides
(Doctors, Architects,…)
1999
OutboundTelemarketing
(Sales)
2004
InboundTelemarketing(Customer Care,
Help Desk)
Crew: 56 Crew: 105
Crew: 15
Crew: 150
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80% of CEOs believe theirBrand provides a superiorCustomer Experience.
8% of their Customers agree.
Bain&Co
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2006
CustomerRelationshipManagement
Projects1998
Niche Publishing Guides
(Doctors, Architects,…)
1999
OutboundTelemarketing
(Sales)
2004
InboundTelemarketing(Customer Care,
Help Desk)
Crew: 25 Crew: 75
Crew: 5
Crew: 150
2009
CustomerExperienceManagement
Projects
Crew: 211
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Do you really know your Customer?
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Most Organizations´Customer Experience Model
Customer PerceptionsObjective: to Deepen
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How do you look at your Customer?
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Fragmented vision?
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… ¿Customer´s Vision?
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…Customer´s Vision and his/her context?
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Where we are
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2010 s/2009
100%
110%
120%
130%
140%
150%
Turnover Crew Working Capital
+37%
+32%
+47%
Change Management towards Customer Experienceis just “philosophy”?
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2006
CustomerRelationshipManagement
Projects1998
Niche Publishing Guides
(Doctors, Architects,…)
1999
OutboundTelemarketing
(Sales)
2004
InboundTelemarketing(Customer Care,
Help Desk)
Crew: 25 Crew: 75
Crew: 5
Crew: 150
2009
CustomerExperienceManagement
Projects
Crew: 211
2011
MySocial Media
Center
Crew: 290
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We believe that Services must be “tangible”for our Customers & our People
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Where are we heading to
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Analyzing Market & Testing new Business Models
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It´s the company´s response to the Customer´s ownership of the conversation(Paul Greenberg)
Our Social Customer ExperienceManagement Model
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Observe, Analyze & Decide
1. Target selection 2. Deepen & Positioning 3. Gaps Mapping
4. Blueprint the Customer Journey 5. Measure & Decide
Our Customer Experience Management (CEM)
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We broad our perimeter… What about your Company?
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Design TerritoryStatus AuditReflection HelpChange Management HelpDeep Impact Training
Production TerritoryStatus AuditChange ManagementProcess ManagementMultichannel ManagementLoyalty ManagementTraining
Transforming Experiences into ResultsResults
@JorgeGdelArco@xupera