DEMYSTIFYING CUSTOMER EXPERIENCE

VIMAL VYAS | PROGRAM DIRECTOR – CUSTOMER EXPERIENCE & EXCELLENCE | ORANGE BUSINESS SERVICES
 ◼ CSAT to CX
◼ Why customer experience ?
◼ What is customer experience?
◼ Customer Experience versus Customer Satisfaction

◼ Data in CX ( Double edge sword )

◼ Digital & Data in CX
◼ Why it still fails?
AGENDA ◼ CX Ingredients for Data/Digital professionals
◼ Most overlooked elements

◼ Interviewing Tips
◼ What do we look for?
◼ Ace your interview

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 ◼ Why customer experience ?
CSAT TO CX
◼ What is customer experience?
◼ Customer Experience versus Customer Satisfaction

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 WHY CUSTOMER EXPERIENCE?

◼ 81% of CMO expects to ◼ Customers are likely to spend

compete mostly or completely 140% more after a positive
on the basis of customer experience than customers who
experience – Gartner CX report negative experiences –
Survey Forbes

◼ CX leading organization have

greater revenue growth of up
to 5X than CX laggards –
Forrester CX Revenue
◼ After one negative
Growth
experience, 51% of
customers will never do
business with that company
◼ Companies that earn $1 billion a
again –New Voice Media
year will see an average gain of
$700 million within three years of
investing in customer experience
– Forbes
◼ Annual Revenue per customer
increases to 2.4x for customer
rating 10 on NPS against
detractors – Medialla research

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 WHAT IS CUSTOMER EXPERIENCE ?

Expectations

Promises Interactions

Perceptions
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CSAT TO CX

CSAT CX

Transactional Reactive Strategic Proactive / Preemptive

Advice Frustration Oriented Association Emotional Oriented

Mostly post sales Function Drive Starts with prospect Journey Driven

Practical Emotional

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 DIGITAL & DATA IN ◼ Data & Digital in CX
CX ◼ Why data/digital transformation still fails?

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 DATA IN CX

Product & Touchpoint

Know your
Customer Services Insights Financial

Know your Customer Customer

Competition Journey Sentiments

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HOW CAN USE DATA?

For Business For Customers

◼ Reduce Operating Cost ◼ Reachability
◼ Reduce Churn ◼ Service Convenience
◼ Improve Revenues ◼ Purchase Convenience
◼ Improve Employee Experience ◼ Personalization
◼ Build Loyalty ◼ Simplicity & Ease of use
◼ Increase Market share / wallet share ◼ Flexibility

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WHY
DOES
TRANSFORMATION
FAILS?
Replication & Not Transformation

Project or Journey

Transforming the inefficiencies

Customers & Employees are missing

Inability to scale

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 CX KEY Predictability Availability Simplicity Reliability
INGREDIENTS
DATA SCIENTISTS MUST KNOW

Empathy

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 DATA & DIGITAL INTERVIEWS??
HIDDEN QUALITIES RECRUITING MANAGERS WATCH OUT FOR

Storyteller Problem solver

Empathetic

Adaptable &
Persistence
creative

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 TIPS TO ACE YOUR NEXT INTERVIEW

1. Sharpen Fundamentals
2. Concept 🡪 Real life example (Make a note)
3. Focus on a problem-solving approach
4. Practice storytelling
5. Explain solution on a paper
6. Learn about company & customers ( persona )

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 THANK YOU

VIMAL VYAS
HTTPS://WWW.LINKEDIN.COM/IN/VIMALVYAS

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