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Why Utilities Need to Re-energize their Customer Experience

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Utilities are under pressure to rebuild customer trust, create superlative customer experience and manage their operations effectively. Delivering the customer promise is relatively straightforward. Delivering it profitably is a bigger challenge.

Customers demand personalized, relevant content, seamlessly delivered via multiple channels in new ways. And they want it faster. For companies, recognizing the combination of the power of customers with digital technologies is not only fundamental to the way we deliver customer experience, but also to changing the way we do business, and getting those crucial two steps ahead of the competition.

In this presentation find out how Utilities are using digital to reshape their business performance 'outside-in', from increasing customer and employee intimacy, managing cost-to-serve and importantly accelerating revenue and profitability growth.

First presented at European Utility Week 2014 by Capgemini's Philippe Vié and Maggie Buggie.

Publicada em: Tecnologia
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Why Utilities Need to Re-energize their Customer Experience

  1. 1. Why Utilities Need to Re-energize their Customer Experience Amsterdam, 04.11.201 Maggie Buggie Philippe Vié
  2. 2. Presentation Title | Date Copyright © Capgemini 2012. All Rights Reserved 2 Our Mission: Enabling Transformation ! Revenue (2013): €10,1bn ! Employees: 140,000+ 6 major Global Sectors A wide range of solutions and services Utilities Telecom Consumer Products & Retail Financial Services Public Sector Consulting Application Services Infrastructure Services Local Professional Services Business Process Outsourcing 123456 12345 Some Global Service Lines Testing Services Business Information Management (BIM) Mobile Services Digital Customer Experience Automotive
  3. 3. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› 4 main issues for European Utilities Bo#om line Top Line New consumers & services Compe..on Digital
  4. 4. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› Aware Active involvement Passive interest Interactive involvement Community involvement Unaware Utility-­‐ driven market Consumer-­‐ driven market Brand ambassador?
  5. 5. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#›
  6. 6. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› Outside In Contextual view of customer Inside Out Single view of enterprise
  7. 7. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› Customer Experience Operational Processes Business Model
  8. 8. Bottom Line Up to 26% Increase Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› Top Line Up to 9% Increase
  9. 9. Utilities Have not Kept Pace with Consumers in the Shift to Digital Channels Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#›
  10. 10. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#›
  11. 11. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#›
  12. 12. Using Enterprise Gamification to solve Business Challenges Take-up 90% 117 New mobile app concepts Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› with Capgemini gamification Techniques
  13. 13. Core Sales Deck | February 2014 Maggie Buggie Vice President, Global Head Digital Sales and Marketing @maggiebuggie Philippe Vié Vice President, Digital Utilities Transformation Leader philippe.vie@capgemini.com Copyright © Capgemini 2014. All Rights Reserved ‹#›

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