Presentation Deck - Cisco Connect Toronto 2015
Omnichannel Strategy Toronto – May 14th, 2015 Matthew Doo Bell Business Markets Cisco Collaboration Subject Matter Expert 2 | Bell Omnichannel Strategy Discussion - 5/14/2015 Agenda 1 2 What is Omnichannel & Market Customer Journey & Trends Business Outcomes 3 3 4 Operational & Technical Considerations Where to Start | Bell Omnichannel Strategy Discussion - 5/14/2015 Canada’s largest communications company Customer connections: 21.2 million Revenues: $20 billion Enterprise value: $56 billion Employees nationwide: 55,500 One of the most widely held stocks in Canada 4 | Bell Omnichannel Strategy Discussion - 5/14/2015 Bell TV Bell Mobility and Virgin Mobile Bell Internet Bell Home Phone Bell Business Markets Bell Media All the solutions your business needs • A wide range of products and services in seven solution areas Internet, private networks and broadcast • Supported by hosting, managed services, design, implementation, hardware and software • All backed by the service, performance, availability and security your business needs | Bell Omnichannel Strategy Discussion - 5/14/2015 Data centre Customer contact solutions Hosted and Cloud services Security Managed services Mobile business services Professional services Infrastructure services Service 5 Voice and UC Performance Availability Security Small business solutions How technology has changed over 50 years Web 6 Mainframe Minicomputer Client Server 1960 1970 1980 | Bell Omnichannel Strategy Discussion - 5/14/2015 Virtualization Cloud Management Security Network 1990 2000 2010 The state of global telecommunications by 2017 19 billion 3.6 billion Internet users Global network connections 3.5x fixed speed increase 3 trillion 2 billion Internet video users (excluding mobile) Internet video minutes/month Source: 2013 Gartner Symposium. 7 39 Mbps | Bell Omnichannel Strategy Discussion - 5/14/2015 1 What is Omnichannel & Market Trends 8 | Bell Omnichannel Strategy Discussion - 5/14/2015 Omnichannel Attributes “Ensuring a continuous and consistent high-quality experience regardless of how, when, and where a customer chooses to engage with an organization and no matter the purpose” Reduce Customer Effort Personal Customer Journeys Persistent Context And Data Web SMS Mobile Contact Center Chat Customer Social Media Email Kiosk Voice Brick and Mortar Omnichannel is Unified Communication & Collaboration with Your Customer 9 | Bell Omnichannel Strategy Discussion - 5/14/2015 Transition to Omnichannel Single Channel Multi Channel Omnichannel Bell Powered Network 10 | Bell Omnichannel Strategy Discussion - 5/14/2015 Omnichannel Customer Strategy Financial Service Institution Omnichannel Retail Customer Healthcare 11 | Bell Omnichannel Strategy Discussion - 5/14/2015 Evolution of the Customer Experience • Conducting Business • When you want • Where you want • How you want 12 | Bell Omnichannel Strategy Discussion - 5/14/2015 Exceptional vs. “Satisfactory” Service 57% Must switch from web self-serve to voice 56% Consumers have to re-explain issue THE EXCEPTIONAL SERVICE CHALLENGE Cumbersome Authentication 50% 13 | Bell Omnichannel Strategy Discussion - 5/14/2015 Transferred during support session Must contact repeatedly to resolve issue 59% 62% 2 Customer Journey & Business Outcomes 14 | Bell Omnichannel Strategy Discussion - 5/14/2015 Customer Journey Research Engage Social Web Mobile Contact Center Branch Community 15 | Bell Omnichannel Strategy Discussion - 5/14/2015 Expert Advise Decide Buy Support Business Outcome OUTCOMES Better User Experience Improved Operational Performance Brand Loyalty 16 | Bell Omnichannel Strategy Discussion - 5/14/2015 Connecting Step 1 Step 2 Step 3 DETECT CONNECT ENGAGE GUEST PRESENCE GUEST ACCESS GUEST EXPERIENCE Wi-Fi Wi-Fi On-boarding Location Based Services Detect Presence and Gather Anonymous Data Guess Access with Acceptable Use Policy or Mobile APP Mobile API’s used to Push Content/Messages to Mobile Guests 17 | Bell Omnichannel Strategy Discussion - 5/14/2015 Report & Improve Actionable insights across all indoor and outdoor spaces Monitor and respond to emerging behavior patterns Gather precise granular data precise to specific indoor spaces 18 | Bell Omnichannel Strategy Discussion - 5/14/2015 Fixed & Mobile Collaboration Collaborate & Execute • Intelligently connecting people – – – – 19 | Bell Omnichannel Strategy Discussion - 5/14/2015 High quality 2 way video and audio IM, presence, content share & cobrowse Accommodates 3rd party applications such as card readers, printers, document scanners, eForms, eSignatures, and others Integrates into your back-office systems A1 Bank Omnichannel Experience https://www.youtube.com/watch?v=NMAIJBPAKxg 20 | Bell Omnichannel Strategy Discussion - 5/14/2015 3 Operational & Technical Considerations 21 | Bell Omnichannel Strategy Discussion - 5/14/2015 Technology Components Business Outcome User Experience Better User Experience Improved Operational Performance Brand Loyalty Customer Collaboration Employee collaboration 22 | Bell Omnichannel Strategy Discussion - 5/14/2015 Technology Components Unified Communications Wireless Contact Centre Consumption Plan Premise Hosted Infrastructure Customer Data Centre Colocation Virtual & Cloud Services Virtual Data Centre Infrastructure as a Service/Cloud Compute Rapid provisioning of virtualized infrastructures On-demand access to storage & compute capacity through self-serve portal - pay-per-use Space Power Cooling 23 | Bell Omnichannel Strategy Discussion - 5/14/2015 Connectivity Plan Service Performance Better support for your business, backed by the largest service team in the country The speed, performance, and reliability that your business needs 24 | Bell Omnichannel Strategy Discussion - 5/14/2015 Availability Guaranteed uptime with builtin redundancy to ensure your business stays up and running Security The most advanced expertise in threat prevention, detection, and mitigation MIS service desk Operational Plan People Process Tools MISN - LAN Business Portal MISW – WIRELESS MIS operations Customer care network wireless voice network wireless voice Change controller Billing specialist Other specialist Technicians Engineers MISV - VIDEO MIS for VOICE Consistent Approach 25 | Bell Omnichannel Strategy Discussion - 5/14/2015 4 Where to Start 26 | Bell Omnichannel Strategy Discussion - 5/14/2015 Key Steps 1. Omnichannel Vision & Business Objectives – – – – The Customer The Employee Business Operations Compliance & Risk 2. Use Case & Needs Analysis 3. Requirements Workshops 4. Action Plan 27 | Bell Omnichannel Strategy Discussion - 5/14/2015 Experience the Journey at the Bell Booth [email protected] 28 | Bell Omnichannel Strategy Discussion - 5/14/2015 Thank you.
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