CEM IQ

Agile Customer Experience ManagementCEM Africa Summit 2016

Contents

1. Challenges today

2. Agile customer experience management

3. About IQ Business

CEM Challenges today… a balancing act

1. Innovate and win market share in the age of the customer2. Change the internal focus in operational and support areas3. Get the organisation to prioritise customer initiatives over

internal (efficiency / cost saving) initiatives4. Get buy in from all levels of the organisation to see CEM

improvement initiatives through5. Lead - Get our product to market faster than our

competitor

How do we:

But do it quickly….

agility –• Ability to move quickly

and easily (Oxford)

• Business agility means a company is always in a position to take account of market changes (Cambridge)

Delighting people that matter1

Self-organising teams2

Iterative and Incremental3

Deliver value in each iteration4

Radical Transparency5

Continuous Self Improvement6In

tera

ctiv

e C

om

mu

nic

atio

ns

7The Leaders Guide to Radical Management – Steve Denning

And do it well….

Considerations

Target Operating model

Operational Excellence

Change Management

5 Steps

to achieving agile customer experience management

Step 1: Vision

Vision Workshop with senior leadership

Critical to obtain buy in and support from the top

Define:

What result do you intend to deliver?

Make sure it aligns to your brand attributes

What is a successful outcome for your customer?

Deliver value

Meet an unmet need

Note: Draw from insights you already have

1

Insights

Use insights you already have and can easily access to start with:

Feedback you already have

Complaints

Customer data

Operational data / transaction history

Voice of the Employee

1

Step 2: Design

Identify a key experience to improve

Run a collaborative workshop to re-design the experience

Include people involved in delivering the experience –leverage their knowledge & insights, create buy-in

Remember to design for achievement of your vision

Use a proven method – e.g. the BP Group’s CEMMethod™

2

FAST ADAPTIVECOLLABORATIVE OUTCOMES FOCUSED

ENABLES INNOVATION

Step 3: Plan

Continuous process - not just an event up front.

Start planning from a longer term (vision and Roadmap)

Use an iterative approach to break down the delivery in smaller batches and plan in detail for each iteration

Typically every 1-4 weeks, depending on environment

Prioritisation:

Actions that result in simultaneous:

Improvement in customer experience

Reduction in operating costs

Increase in revenue

3

Step 4: Prepare

Effective stakeholder management and engagement plan.

Plan the journey from the existing way of work to the new way of work

Deliver changes through the agile way of:

Making work visual (transparent)

Working in cross functional, self organised teams

pulling work

committing to delivery

showing value more frequently

working collaboratively

…………..all helps in building motivation and buy-in

4

Step 5: Implement

People engaged throughout the journey, means they are ready to adopt the new way of work

Iterative and incremental, means getting something of value to the market quicker

Get feedback to improve the next iteration

Measure and market success

5

A Faster Alternative

AgileCEM and Change Approach

Traditional Approach

2 + months to market

Week 1

CEMMETHOD® REDUCED TIME ADAPTIVE

Concept Requirements Analysis Design Build Test Deploy Maintain

Month 1

Align PeopleTell

StoriesFeedback Adjust

Concept Design

Prioritise Build Test

2 -3 weeks to market

Align PeopleTell

StoriesFeedback Adjust Align People

Tell Stories

Feedback Adjust

Concept Design

Prioritise Build Test

2 -3 weeks to market 2 -3 weeks to market

Concept Design

Prioritise Build Test

Summary

Change Management

Increased RevenueReduced CostImproved Customer Experience

Outcome

Understand the customer need and design customer

experiences that align to the organisation's brand

attributes and overall strategic differentiator.

Operating Model

Design and build an Operating Model that will support the execution of the desired strategy. Understand the required capabilities from a people, process and technology perspective, identify the gap, and define a roadmap for implementation.

Deliver incrementally with a focus on the highest value to customer,

validate assumptions with short feedback cycles and improve time to

market.

Enable people to move from their existing way of work, through a planned journey to the new operating model. A set of Interventions and activities that stitch the business strategy to consistent, predictable and measured human behaviour, ensuring the business OPERATES effectively.

Thank You

CEM IQ