Zappos: The Digital Age Benchmark on Customer Service

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Customizing the Digital Customer Experience

Zappos: The Digital Age Benchmark
on Customer Service
Resulting in Superlative Results
no questions
asked return
policy
$0
Free shipping
both ways
In-house
call center
Ten Hours
World Record for
longest customer
service call duration
4 Weeks Call
center training for all
employees, including
senior management
Building on a Strong Culture
$4,000 Amount
Zappos offers to new
hires to quit at end of
training period
Customizing the Digital Customer Experience
J.D. Power 2011
Customer Service
Champion, 2011
of business comes from
repeat customers
>2 Million
Followers on social media
Source: Ragan, “8 ridiculous ways Zappos keeps customers and staffers happy”, August 2013; 360 Connect, “How Zappos Uses Metrics for a
Wow Customer Experience”, November 2012
Time target for call center
employees to spend on
customer interactions
75%
Social Network
Employees are free to
express at Zappos’
Call Center
Creating a New
Management Style for
the Future
100 Best
Places to
Work
Fortune Magazine’s
2009-2014
Holacracy
80%365
day
#digitaltransformation
Reach out: Interested in reading the full interview?
Head to http://www.capgemini-consulting.com/digital-transformation-review-6
Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com
We do not follow any productivity metrics that are designed to reduce the
volume of calls coming into our call center or the time spent on the call.
– Darrin Shamo

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The banking industry’s resilience is being tested as banks navigate through a remarkable 2020 filled with uncertainties. The impact of COVID-19 has been about setting the tone for future operational models. Retail banks have shifted focus towards integrated risk management with a more holistic view of operational risks. Adapting to the new normal, banks have prioritized cost transformation while engaging customers virtually. Incumbents sought to be more responsible within fast-changing environmental conditions and ESG remained a critical focus. To provide more experiential services, banks are leveraging techniques such as segment-of-one to hyper-personalize offerings while aiming to humanize digital channels for increased engagement. Banks are also revamping middle and back offices, going beyond the front end leveraging intelligent processes. Open X is enabling banks to play on their strengths and use the expertise of ecosystem players. Going forward, banks are poised to become an enhanced one-stop shop by providing consumers value-adding FS and non-FS experiences. To acquire customers in cost-effective manner, retail banks are tapping value-based propositions ‒ such as POS financing and mortgage refinancing. Further, Banking-as-Service provides incumbents a way to provide their high-value offerings to other players. In preparation for the future, banks will be looking to improve their go-to-market agility by leveraging the benefits of cloud. This analysis outlines the top 10 trends in retail banking for 2021.

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Financial services is undergoing a paradigm shift that is forcing incumbent retail banks to rethink growth strategies as they struggle to remain relevant. Growing competition from BigTechs, FinTech firms, and challenger banks has added to the complexity created by increasingly stringent regulatory and compliance requirements. Customers now expect a seamless customer journey and personalized offerings because they have become accustomed to top-notch individualized service from GAFA giants Google, Apple, Facebook, and Amazon. The changing ecosystem offers established banks new, unexplored opportunities and encourages a transition beyond traditional products to meet the exacting requirements of today’s customers. Bank collaboration with FinTech and RegTech partners is becoming commonplace. Incumbents are exploring point-of-sale financing and unsecured consumer lending, while they also boost their digital channel competencies to reach a broader customer base. Banks are beginning to accept open APIs and are working with third-party specialists to create an open shared marketplace. Technological advancements such as AI are fueling efforts to evolve customer onboarding and touchpoint processes. Increasingly, banks are turning to design thinking methodology to understand the customer journey, extract deep insights, and develop a more refined user experience across the customer lifecycle. Our analysis of the top retail banking trends for 2020 offers a glimpse into the fast-changing banking ecosystem and explores the tools and solutions being used to face new-age challenges.

Top Trends in Retail Banking: 2020

Top Trends in Retail Banking: 2020

Top Trends in Retail Banking: 2020

Aspects of the life insurance industry have remained constant for years – and so have premiums. Traditional savings products have taken a huge hit in terms of attractiveness because low interest-rates prevail. Meanwhile, the risk landscape is shifting, and insurers need to align better with the emerging business environment, manage changing customer preferences, and improve operational efficiencies. Within today’s scenario, industry players are undertaking tactical and strategic shifts in attempts to manage unpredictable market dynamics. Insurers must develop alternative products to breathe new life into policies and leverage emerging technologies (artificial intelligence (AI), analytics, and blockchain) to improve efficiency, agility, flexibility, and customer-centricity. Read Top Trends in Life Insurance: 2020 for a look at the innovative steps future-focused insurers are considering to meet industry challenges and opportunities.

Top Trends in Life Insurance: 2020

Top Trends in Life Insurance: 2020

Top Trends in Life Insurance: 2020

The health insurance industry is evolving and undergoing significant changes. As the risk landscape shifts, insurers are working to improve operational efficiencies, meet evolving customer preferences, and align better with the changing business environment. Accordingly, payers must adapt and align business models and offerings. An incisive tactical approach is required to accommodate members’ needs and related emerging risks — medical, health, and environmental. Advanced technologies such as artificial intelligence, analytics, automation, and connected devices are enabling insurers to manage these changes proactively, partner with members, and help to prevent risks, all the while continuing to fulfill payer responsibilities. Read Top Trends in Health Insurance: 2020 to learn which strategies insurers are adopting to navigate and align with today’s challenges.

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Top Trends in Health Insurance: 2020

Top Trends in Health Insurance: 2020

Similar to other financial services domains, payments is evolving into an open ecosystem. The EU’s Payment Services Directive (PSD2) pioneered open banking by encouraging banks and established payments players to securely open the systems to foster competition, innovation, and more customer choices. In tandem with non-cash transaction growth, regulations are driving banks and payments firms to expand their array of payment methods and channels. Governments are encouraging financial inclusion by also promoting the adoption of non-cash payments. Increasingly, merchants and corporates seek to offer alternative payment systems because of widespread popularity among consumers. Alternative payments also enable merchants to provide real-time and cross-border payments to boost business efficiency. Banks, payment firms, card firms, BigTechs, FinTechs, and other players are continuously developing new technology to cash in on market changes. However, data breaches and fraud continue to hinder innovation as firms devote countless resources each year to address security issues. Many governments are also designing new regulations to reduce ecosystem threats. All these measures are expected to make the current ecosystem much more secure and simple for players as well as customers. Top Trends in Payments: 2020 explores and analyzes payments ecosystem initiatives and solutions for this year and beyond

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Top Trends in Payments: 2020

Top Trends in Payments: 2020

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Commercial Banking Trends book 2022

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Top Trends in Payments 2022

Top Trends in Payments 2022

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Top Trends in Wealth Management 2022

Top Trends in Wealth Management 2022

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Retail Banking Trends book 2022

Retail Banking Trends book 2022

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Top Life Insurance Trends 2022

Top Life Insurance Trends 2022

キャップジェミニ、あなたの『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーです

キャップジェミニ、あなたの『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーです

キャップジェミニ、あなたの『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーです

Property & Casualty Insurance Top Trends 2021

Property & Casualty Insurance Top Trends 2021

Property & Casualty Insurance Top Trends 2021

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Life Insurance Top Trends 2021

Life Insurance Top Trends 2021

Top Trends in Commercial Banking: 2021

Top Trends in Commercial Banking: 2021

Top Trends in Commercial Banking: 2021

Top Trends in Wealth Management: 2021

Top Trends in Wealth Management: 2021

Top Trends in Wealth Management: 2021

Top Trends in Payments: 2021

Top Trends in Payments: 2021

Top Trends in Payments: 2021

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Health Insurance Top Trends 2021

Health Insurance Top Trends 2021

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Top Trends in Retail Banking: 2021

Top Trends in Retail Banking: 2021

Capgemini’s Connected Autonomous Planning

Capgemini’s Connected Autonomous Planning

Capgemini’s Connected Autonomous Planning

Top Trends in Retail Banking: 2020

Top Trends in Retail Banking: 2020

Top Trends in Retail Banking: 2020

Top Trends in Life Insurance: 2020

Top Trends in Life Insurance: 2020

Top Trends in Life Insurance: 2020

Top Trends in Health Insurance: 2020

Top Trends in Health Insurance: 2020

Top Trends in Health Insurance: 2020

Top Trends in Payments: 2020

Top Trends in Payments: 2020

Top Trends in Payments: 2020

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Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Principled Technologies

Join our latest Connector Corner webinar to discover how UiPath Integration Service revolutionizes API-centric automation in a 'Quote to Cash' process—and how that automation empowers businesses to accelerate revenue generation. A comprehensive demo will explore connecting systems, GenAI, and people, through powerful pre-built connectors designed to speed process cycle times. Speakers: James Dickson, Senior Software Engineer Charlie Greenberg, Host, Product Marketing Manager

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

As privacy and data protection regulations evolve rapidly, organizations operating in multiple jurisdictions face mounting challenges to ensure compliance and safeguard customer data. With state-specific privacy laws coming up in multiple states this year, it is essential to understand what their unique data protection regulations will require clearly. How will data privacy evolve in the US in 2024? How to stay compliant? Our panellists will guide you through the intricacies of these states' specific data privacy laws, clarifying complex legal frameworks and compliance requirements. This webinar will review: - The essential aspects of each state's privacy landscape and the latest updates - Common compliance challenges faced by organizations operating in multiple states and best practices to achieve regulatory adherence - Valuable insights into potential changes to existing regulations and prepare your organization for the evolving landscape

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

Abhishek Deb(1), Mr Abdul Kalam(2) M. Des (UX) , School of Design, DIT University , Dehradun. This paper explores the future potential of AI-enabled smartphone processors, aiming to investigate the advancements, capabilities, and implications of integrating artificial intelligence (AI) into smartphone technology. The research study goals consist of evaluating the development of AI in mobile phone processors, analyzing the existing state as well as abilities of AI-enabled cpus determining future patterns as well as chances together with reviewing obstacles as well as factors to consider for more growth.

Exploring the Future Potential of AI-Enabled Smartphone Processors

Exploring the Future Potential of AI-Enabled Smartphone Processors

Exploring the Future Potential of AI-Enabled Smartphone Processors

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

sudhanshuwaghmare1

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

Product Anonymous

With more memory available, system performance of three Dell devices increased, which can translate to a better user experience Conclusion When your system has plenty of RAM to meet your needs, you can efficiently access the applications and data you need to finish projects and to-do lists without sacrificing time and focus. Our test results show that with more memory available, three Dell PCs delivered better performance and took less time to complete the Procyon Office Productivity benchmark. These advantages translate to users being able to complete workflows more quickly and multitask more easily. Whether you need the mobility of the Latitude 5440, the creative capabilities of the Precision 3470, or the high performance of the OptiPlex Tower Plus 7010, configuring your system with more RAM can help keep processes running smoothly, enabling you to do more without compromising performance.

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Principled Technologies

In this session, we will delve into strategic approaches for optimizing knowledge management within Microsoft 365, amidst the evolving landscape of Copilot. From leveraging automatic metadata classification and permission governance with SharePoint Premium, to unlocking Viva Engage for the cultivation of knowledge and communities, you will gain actionable insights to bolster your organization's knowledge-sharing initiatives. In this session, we will also explore how to facilitate solutions to enable your employees to find answers and expertise within Microsoft 365. You will leave equipped with practical techniques and a deeper understanding of how there is more to effective knowledge management than just enabling Copilot, but building actual solutions to prepare the knowledge that Copilot and your employees can use.

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

The Digital Insurer

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

Khushali Kathiriya

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Three things you will take away from the session: • How to run an effective tenant-to-tenant migration • Best practices for before, during, and after migration • Tips for using migration as a springboard to prepare for Copilot in Microsoft 365 Main ideas: Migration Overview: The presentation covers the current reality of cross-tenant migrations, the triggers, phases, best practices, and benefits of a successful tenant migration Considerations: When considering a migration, it is important to consider the migration scope, performance, customization, flexibility, user-friendly interface, automation, monitoring, support, training, scalability, data integrity, data security, cost, and licensing structure Next Wave: The next wave of change includes the launch of Copilot, which requires businesses to be prepared for upcoming changes related to Copilot and the cloud, and to consolidate data and tighten governance ShareGate: ShareGate can help with pre-migration analysis, configurable migration tool, and automated, end-user driven collaborative governance

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Automating Google Workspace (GWS) & more with Apps Script

Automating Google Workspace (GWS) & more with Apps Script

Automating Google Workspace (GWS) & more with Apps Script

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

Strategies for Landing an Oracle DBA Job as a Fresher

Strategies for Landing an Oracle DBA Job as a Fresher

Strategies for Landing an Oracle DBA Job as a Fresher

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Real Time Object Detection Using Open CV

Real Time Object Detection Using Open CV

Real Time Object Detection Using Open CV

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Apidays New York 2024 - The value of a flexible API Management solution for O...

Apidays New York 2024 - The value of a flexible API Management solution for O...

Apidays New York 2024 - The value of a flexible API Management solution for O...

HTML Injection Attacks: Impact and Mitigation Strategies

HTML Injection Attacks: Impact and Mitigation Strategies

HTML Injection Attacks: Impact and Mitigation Strategies

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

Connector Corner: Accelerate revenue generation using UiPath API-centric busi...

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

Exploring the Future Potential of AI-Enabled Smartphone Processors

Exploring the Future Potential of AI-Enabled Smartphone Processors

Exploring the Future Potential of AI-Enabled Smartphone Processors

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

Boost Fertility New Invention Ups Success Rates.pdf

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

ProductAnonymous-April2024-WinProductDiscovery-MelissaKlemke

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Automating Google Workspace (GWS) & more with Apps Script

Automating Google Workspace (GWS) & more with Apps Script

Automating Google Workspace (GWS) & more with Apps Script

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

Strategies for Landing an Oracle DBA Job as a Fresher

Strategies for Landing an Oracle DBA Job as a Fresher

Strategies for Landing an Oracle DBA Job as a Fresher

Zappos: The Digital Age Benchmark on Customer Service

1. Zappos: The Digital Age Benchmark on Customer Service Resulting in Superlative Results no questions asked return policy $0 Free shipping both ways In-house call center Ten Hours World Record for longest customer service call duration 4 Weeks Call center training for all employees, including senior management Building on a Strong Culture $4,000 Amount Zappos offers to new hires to quit at end of training period Customizing the Digital Customer Experience J.D. Power 2011 Customer Service Champion, 2011 of business comes from repeat customers >2 Million Followers on social media Source: Ragan, “8 ridiculous ways Zappos keeps customers and staffers happy”, August 2013; 360 Connect, “How Zappos Uses Metrics for a Wow Customer Experience”, November 2012 Time target for call center employees to spend on customer interactions 75% Social Network Employees are free to express at Zappos’ Call Center Creating a New Management Style for the Future 100 Best Places to Work Fortune Magazine’s 2009-2014 Holacracy 80%365 day #digitaltransformation Reach out: Interested in reading the full interview? Head to http://www.capgemini-consulting.com/digital-transformation-review-6 Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com We do not follow any productivity metrics that are designed to reduce the volume of calls coming into our call center or the time spent on the call. – Darrin Shamo