© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Customer intimacy & customized user experience
Sanjeev Jain
CIO (EMEA) - Verizon
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Industry Trend
>50%Of consumers scrap a planned purchase transaction as a result of bad
service
American Express Card Services,
December 2017
2
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
–Maya Angelou
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Voyager 1 Space Probes
had 69.63 kilobytes of
memory each.
5
Data is Exploding – Mobility is not a “luxury” anymore
1977
Smartphones with 256 Gb
have about 3.84M times the
memory of Voyager 1.
2018
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 6
Rules are Being Broken
Shop Videos/Watch
Movie Rentals Books/Read
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Customer Interaction Evolution
7
Need for human
assistance
Digitization of product &
process
IVR ChatVirtual
AssistantAvatarDesktop Mobile
2010 2017
180M Calls
100M Digital Sessions
15% Digital Transactions
2014
155M Calls
500M Digital Sessions
30% Digital transactions
110M Calls
1.9B Digital Sessions
65% Digital Transactions
2018+
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Industry Trend
89%Of companies compete on basis of customer experience
up from 36% in 2010
Forbes, July 2018
8
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Customer Needs
On
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Customer Needs
EaseOn
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Customer Needs
ValueEaseOn
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Mess
with time
Customer Needs
ValueEaseOn
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Keep
it simple
Mess
with time
Customer Needs
ValueEaseOn
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Break
the rules
Keep
it simple
Mess
with time
Customer Needs
ValueEaseOn
Demand
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 15
Mess
with time
On
Demand
• Eliminate white time
• Reduce waiting
• Value customer time
• Do it yourself
• Eliminate friction
• 24x7
Back up service Callback
TrackCheckout
Troubleshoot
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 16
Customers want
real-time information
in their own
language
personalized to
them.
Customer
Defined
Groups
Service Management Dashboard
Location by
Customer Critical
Business Processes
Customer
Selected
PODs
Alarms,
Tickets,
& Events
On demand = Relevant
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 17
Keep
it simple
Ease
• Minimalistic
• One way of doing things
• Native and intuitive
• Skip It
• Fun and engaging
Single pricingWireless
charging
Flexible interfaces
Biometric
Omni channel
App based services
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 18
One Way – Omni Process
Explores promo and
initiates buy
Drops off to attend to
something at work
Logs in to mobile
and continues
Chats with agent/bot
and checkout
ORDER
SUCCESSFUL!
9
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.19
Break
the rules
Value
• Quantum Leap
• Technology shift
• Humanized engagement
• Reactive to predictive
• Unconventional
3D printing Drone based
logistics
Video resumesSoftware defined
network
Self managed
technology
Voice assistant
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 20
United Airlines
leverages the API
integration to offer
door-to-door experience
Provides API platform
to enable self-service
partner integration
Allow seamless
interaction to increase
partner capability &
flexibility.
Source: Howstuffworks.com
Look for opportunities beyond your boundaries = Value
“Uber for Business”
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 21
Verizon moved from
manual dedicated
interfaces to
• Self-serve
• Real-time
• Standards driven
API-first experiences
Personalization means giving your customers control = Value
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Data has a better idea?
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 25
Finding the people you need
15 M IT job candidates.
Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 26
Finding the people you need
1.5 B job
candidates.Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 27
Finding the people you need
8.8 M experienced
IT job candidates. Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 28
Finding the people you need
Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
1,275 experienced AI
job candidates
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 29
Finding the people you need
32 AI professionals
in NY. Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 30
Finding the people you need
16 potential AI
candidates in NY. Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 31
Finding the people you need
8 AI candidates
actively looking in NY. Source: Gartner Symposiom, Barcelona,
Creating Digital Value at Scale, Hung LeHong,
Tina Nunno, Peter Sondergaard, Nov 2017
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners. 32
Customer Experience
Artificial Intelligence
Data
Digital Workforce
Business Knowledge
Imperfections
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Current Workforce
© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject
to change without notice. All trademarks used herein are property of their respective owners.
Thank you.
@sanjeev_jain01
https://www.linkedin.com/in/sanjeev-jain
34