Customer Experience research covering the directions, initiatives, and technologies. The research was conducted by IDC Financial Insights team.

1. Customer Engagement and Communication:

2. 2
▪ Strategy: Current CX (Customer Experience) Directions
▪ Initiative: the initiatives for CX-focused institutions
✓ Top 10 CX Initiatives in Asia Pacific Banks (IDC Regional Research)
✓ CX on Banking (IDC Worldwide Research)
✓ CX on Insurance (IDC Worldwide Research)
✓ How to create CX Initiatives (IDC Guidance)
▪ Technology: the Technologies to Watch
Handojo Triyanto – htriyanto@idc.com
Senior Research Manager - IDC Financial Insights
https://www.linkedin.com/in/handojotriyanto/
1st March 2018
What I will be talking about

3. 3
No same Butterfly
No same Customer
#1Personalization

4. 4
Customer is like Moon
Having Different Moments of Truth
in their Journey
#2Orchestration

5. 5
= Customer Experience Orchestration Services
“A new approach
to system design
for CX has been
emerging”
“Easier for companies to
run CX as well-coordinated
and cross-departmental
process”
A new architecture based on “Open APIs” & “Microservices”
Marketing Sales
Customer
Service
Cards Deposits Collection
CX-OS
Collaboration
Workflow
Rules engine
Event manager
Streaming analytics/predictive analytics
Reporting/monitoring
SDK, APIs, microservices
Tag management
Identity and audience management
Database
Market Movement:
Large vendors in back-end
systems and other vendors
developed and acquired a
great deal of customer
facing tech.
“Tech Vendors
demonstrates that
technology is available to
support CX-OS”
Source:
IDC, 2017 (#US42215216)

6. 6
Digital
Lifestyle
#3

7. 7
Cognitive
Technology
#4

8. 8
Digital
Value
Providers
#5

9. 9
Current Customer Experience (CX) Direction…
Personalization
Orchestration
Digital Lifestyle
Cognitive Technology
Digital Value Providers
#1
#2
#3
#4
#5

10. 10

11. 11
CX on Banking
Source:
IDC's Worldwide Digital
TransformationUse Case
Taxonomy, 2017:
Banking Update
(#US43026317)

12. 12
CX on Insurance
Source:
IDC's Worldwide
Digital
Transformation Use
Case Taxonomy,
2017: Insurance
(#EMEA42769517)

13. 13
“Utilizing Banking Business
Architecture to create CX Initiatives”
Proactively Creating Initiatives in CX Area
IDC recommends to use:
• TOGAF for developing business architecture
(http://www.opengroup.org/subjectareas/enterprise/togaf)
• BIAN Service Landscape for Reference Model
(https://bian.org/)

14. 14
Omni-channel Design
Cloud Services
Mobile Apps
Predictive Analytics
Personalized Video
Social Interaction
Evaluate ---------- Test ---------- Deploy ---------- Maintain ---------- Replace
Reshaping the market Delivering better business outcomes Growing based on specific use cases

15. 15
3 Other indicators for the watched technologies:
• Speed of adoption = the speed with which technology
adoption is moving
• Risk level = the potential level of risk impacting success in
technology adoption
• Market buzz = the level of industry enthusiasm about the
technology's promise

16. 16
Social Interaction
Personalized Video
Predictive Analytics
Mobile Apps
Cloud Services
Omni-channel Design

17. 17
Win or Lose ?
your customer

18. 18
Handojo Triyanto – htriyanto@idc.com
Senior Research Manager - IDC Financial Insights
https://www.linkedin.com/in/handojotriyanto/
1st March 2018
IDC Perspective: Personalized End-to-End Customer Experience in Asia/Pacific Banking Industry
For further information please refer to the latest IDC research:
Summary
▪ Strategy: Current CX (Customer Experience) Directions
▪ Initiative: the initiatives for CX-focused institutions
✓ Top 10 CX Initiatives in Asia Pacific Banks (IDC Regional Research)
✓ CX on Banking (IDC Worldwide Research)
✓ CX on Insurance (IDC Worldwide Research)
✓ How to create CX Initiatives (IDC Guidance)
▪ Technology: the Technologies to Watch