More Related Content Similar to Forrester - Challenge thinking, lead change - SEE 2016 (20) Forrester - Challenge thinking, lead change - SEE 20163. Truth # 1
Customer Experience is the New
Rosetta Stone
…and we need to translate service
delivery
4. © 2016 Forrester Research, Inc. Reproduction Prohibited 4
Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need
5. © 2016 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need
8. © 2016 Forrester Research, Inc. Reproduction Prohibited 8
Revenue Impact
Of Increasing
Customer
Experience Index
Score By
1 Point
Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer*
*This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industry
curve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves
as the starting point for this analysis.
†Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®, Forrester’s analysts, and
publicly available industry data.
‡Excluding Apple due to the high difference in price points
9. © 2016 Forrester Research, Inc. Reproduction Prohibited 9
“Every business is a technology business. Whether
it’s taxi cabs or taco delivery, today’s enterprises are
urgently figuring out ways to manage the growth of
information technology and to turn its disruptive
potential to their advantage”.
http://www.wsj.com/articles/marketplace-section-renamed-business-tech-1424138463
10. © 2016 Forrester Research, Inc. Reproduction Prohibited 10
Not all leaders will embrace digital transformation
11. © 2016 Forrester Research, Inc. Reproduction Prohibited 11
The Customer Obsessed Operating Model
12. © 2016 Forrester Research, Inc. Reproduction Prohibited 12
Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need
13. Truth #2 –
The way people work,
and their expectations,
are changing
14. © 2016 Forrester Research, Inc. Reproduction Prohibited 14
Where employees work continues to shift
15. © 2016 Forrester Research, Inc. Reproduction Prohibited 15
The Elephant in the Room
Service Culture has invaded all parts of the business
16. Looking for Information
is a major part work
“Highly skilled knowledge
workers spend 20% of their
time looking for internal
information or tracking
down colleagues who can
help with specific tasks.”
Source: McKinsey Global Institute
http://www.mckinsey.com/industries/high-tech/our-insights/the-social-
economy
18. To provide great products and service is
a choice employees make every day...
Source: https://commons.wikimedia.org/wiki/File:Southwest_524_N398SW_Boeing_737-3H4_SJC.jpg
19. What is the greatest source of workplace
happiness?
Getting things done.
20. © 2016 Forrester Research, Inc. Reproduction Prohibited 20
A typical work day for most of us…
21. © 2016 Forrester Research, Inc. Reproduction Prohibited 21
Workforce enablement helps employees reach flow
22. © 2016 Forrester Research, Inc. Reproduction Prohibited 22
Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need
23. © 2016 Forrester Research, Inc. Reproduction Prohibited 23
Broker
EcosystemEcosystem
TM
(DevOps,
EA)
TM
(DevOps,
EA)
WorkforceWorkforce
DemandDemand
SupplySupply
Technology
Management
Technology
Management Line
of
Business
Line
of
Business
24. © 2016 Forrester Research, Inc. Reproduction Prohibited 24
Service
Management
Incident
problem
change
Workforce
Enablement
Event
Financial
Knowledge
Analytics
Augmentation
25. © 2016 Forrester Research, Inc. Reproduction Prohibited 25
Service Delivery Improvement Model
Pain
Free
Productive
Personalized
Predictive Workforce
Enablement
26. © 2016 Forrester Research, Inc. Reproduction Prohibited 26
Pain Free- Examine the Journey of requesting
and receiving service
27. © 2016 Forrester Research, Inc. Reproduction Prohibited 27
Productive
Provide searchable content
28. © 2016 Forrester Research, Inc. Reproduction Prohibited 28
Q: When you tried to solve your
technology problem which of the
following did you use?
Source: Forrester’s BT Devices & Security Workforce Q1 2015
Q: Generally when you are at work
and have technology problems
which of the following is the first
point of contact to help solve your
problem.
1%
2%
42%
56%
Other
External source
Contact company
help desk
Try to solve
problem myself
PRODUCTIVE – Enable Self-Help
64%
25%
18%
7%
10%
Knowledge management
IT Service request portal
Internal document
sharing site (e.g.…
IT Service catalog
Other
29. © 2015 Forrester Research, Inc. Reproduction Prohibited 29
PERSONALIZED – offer customization
30. © 2016 Forrester Research, Inc. Reproduction Prohibited 30
Personalized
Marry Demand and Supply into a Service
Service App Store
31. © 2015 Forrester Research, Inc. Reproduction Prohibited 31
PREDICTIVE– Metrics that matter
33. © 2016 Forrester Research, Inc. Reproduction Prohibited 33
Pain Free
Productive
Personalized
Predictive
Effectiveness
Ease
Emotion
Your Goal
is Flow
Delivering the
value your
customers want
by measuring with
the 3 E’s
Design your
services for
consumer value
with the 4 P’s
Strategy Manage Broker