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Insights to
Conquer the
Omni-Channel
Imperative
Keep Me
Index
The pace of change will never be as slow as it is today - and the impact of change on customers and their expectations cannot be underestimated.
Your customers are saying
“KEEP ME!”
Are you creating lasting and meaningful experiences that make them want to stay?
EXPLORE THE RESULTS OF ACCENTURE'S KEEP ME INDEX
Explore Omni-Channel
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The customer has changed. The information they now have to make decisions around brands means that they have the power. And when companies are able to understand the customer and personalize their experience to give them what they really want, they’re able to deliver an experience that isn’t one size fits all.
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How to "activate the doing"
by leveraging three core characteristics
by leveraging three core characteristics
#1
secure the numbers and
establish senior sponsorship
establish senior sponsorship
#2
focus on
bitsize chunks
bitsize chunks
#3
use an
ecosystem of partners
ecosystem of partners
From thinking
to doing
to doing
Luke Mills, Managing Director, Marketing Channels UKI Lead, explores the challenges our clients face when it comes to omnichannel and how “activating the doing” can help to overcome them.
We help businesses deliver on their cost, revenue, and loyalty commitments by creating continuous experiences across brands, formats and devices, enabled by human, digital and physical channels.
NON-STOP CUSTOMER EXPERIENCE JOURNEY
Today, customers expect a consistent experience when it comes to all phases of the customer journey from before they start a purchase through support after the sale.
TENETS OF A SUCCESSFUL, SEAMLESS AND CONSISTENT OMNI-CHANNEL CUSTOMER EXPERIENCE
The customer experience has evolved. Companies must shift to providing an Omni-Channel Customer Experience to engage with customers in meaningful ways.
Presence:
The company’s product and service availability is based on an informed strategy
Personalization:
The experience is individual and relevant, based on customer preferences, history and current context
Process:
Processes and policies are simple and enabled by technology that is easy to use
People:
The workforce consists of empowered employees and is aligned with the E2E customer journey
Product:
Offerings align with customer needs and expectations
Persistence:
Customers, employees, and partners can begin an interaction in one channel and seamlessly finish in another
Purpose:
The organization and the customer co-creating the experience
Analytics-Informed:
Decision making is informed by cross-channel analytics and tied to business metrics
Technology Enabled:
Technology solutions are agile, configurable, extensible, intelligent and customer-centric
TO ACHIEVE A TRUE OMNI-CHANNEL EXPERIENCE, WE HELP COMPANIES:
RE-ORIENT THEIR BUSINESS
FLEX THEIR PLATFORM
DELIGHT PEOPLE
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Propelling Growth and Value Through Personalization
Dynamically curating experiences to each individual and context in a seamless manner across channelsLEARN MORE -
Fjord Trends 2017
Fjord's 2017 Trends are our collective thoughts around the key trends that will impact businesses and society in the year to come.LEARN MORE
-
Propelling Growth and Value Through Personalization
Dynamically curating experiences to each individual and context in a seamless manner across channelsLEARN MORE -
Fjord Trends 2017
Fjord's 2017 Trends are our collective thoughts around the key trends that will impact businesses and society in the year to come.LEARN MORE
Dawn Anderson
Global Customers and Channel Lead
Dawn Anderson is a Managing Director in Accenture’s Communications, Media and Technology operating group which serves clients in the communications, electronics, technology, media and entertainment industries. She currently leads Management Consulting for CMT North America and serves as the Global Lead for our Customers & Channels practice. In these roles she is responsible for setting the overall vision for the consulting business.
Dawn has 20+ years of deep experience in customer-centric business transformation, driving sustainable cost, revenue and loyalty results by optimizing Marketing, Sales and Customer Service operations. Paramount to client success in these areas is a well-defined thought leadership agenda. Dawn has been the architect behind many of Accenture’s offerings and thought leadership pieces, most recently establishing the vision and foundation for Omni-Channel and the impact it will have on Accenture’s clients. During her career at Accenture, Dawn has served in a number of leadership roles across a variety of industries within Accenture’s Strategy and Consulting businesses.
Diego Mora Oviedo
APAC Customers and Channels Lead
Diego is currently the Customers and Channels Practice Lead and B2C Digital Transformation Campaign Lead for CMT APAC. Diego is also part of MC practice in ASEAN, where he leads the main MC project for Unified Marketing in a Telco Client in Malaysia. Previous assignments include CMT practice lead for Colombia, Mobile Industry Global Practice Manager, and a number of Consulting Projects in Europe. Diego has an NBA & Degree in Mechanical Engineering.
Ed Engles
North American Omni-Channel Lead
Ed Engles is a leader in Accenture’s Management Consulting Practice helping clients in the Communications, Media, and Technology industries. Ed leads Accenture’s Omni-Channel practice for North America. His areas of focus are Marketing, Sales and Customer Service. Ed has spent the past 14 years working on large complex programs, specifically assisting wireline and wireless providers in North America. Ed's experience with Omni-channel customer care at a leading wireless provider was responsible for identifying significant efficiency and customer experience optimization opportunities across Web, IVR, Handset and Retail customer care.
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