Headline Verdana Bold. Connecting with the new client How the digital trends are applied across industries 25 de outubro de 2016

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1 Headline Verdana Bold Connecting with the new client How the digital trends are applied across industries 25 de outubro de 2016

2 O que espero desta sessão? 1. Vou ouvir falar de inovação e novos desafios! 2. A Deloitte vai tentar vender os seus serviços 3. Confesso que escolhi a sessão ao acaso. 4. Espero tudo menos ficção científica! Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 2

3 2005 Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 3

4 2013 Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 4

5 2016 Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 5

6 90% dos telemóveis no Japão são à prova de água Namofobia 40% dos brasileiros prefere um ano sem relações sexuais a ficar sem o telemóvel Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 6

7 Digital defined Digital Transformation Business Reimagined Sabem o que é Kodaked? Como nasceu o Uber? Digital at the Core Integrated Front & Back Office O foco continua a ser a otimização e eficiência de processos, nada mudou há é mais ferramentas! Digital Experiences Engaged Customers & Employees Há 10 anos imaginava o cliente ter tanta ou mais informação do que o vendedor? Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 7

8 Digital defined Digital Transformation Digital Transformation Caso Pay Per Laugh Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 8

9 Digital defined Digital at the Core Digital at the Core Vision Picking DHL I Industriefilm Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 9

10 Digital defined Digital Experiences Digital Experiences Clerk and Green - Connected Retail Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 10

11 Disrupção potenciada pela era digital Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 11

12 Coerência Digital Cultura Culture eats strategy for breakfast Estratégia Coerência Digital Talento Liderança Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 12

13 Customer engagement A new battlefield Social Media Web Contact Center Mobile Mail InStore Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 13

14 Customer engagement Persona Pedro Persona Pedro Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 14

15 Customer engagement Ideation Persona Pedro Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 15

16 Customer engagement Journey aspiracional Persona Pedro Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 16

17 Qual o ponto de contacto mais bem trabalhado na minha empresa? 1. Marketing contextualizado 2. Canais web e mobile 3. Redes sociais 4. Contacto direto e pessoal 5. Dominamos todos os canais! 6. Os mesmos que trabalhávamos em 2000 Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 17

18 Qual o ponto de contacto que não funciona da melhor forma na minha empresa? 1. Marketing contextualizado 2. Canais web e mobile 3. Redes sociais 4. Contacto direto e pessoal 5. Podemos melhorar em todos 6. Estou bem, obrigado Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 18

19 SAP Customer Engagement and Commerce solutions Hybris Marketing Hybris Commerce Hybris Cloud for Sales Hybris Cloud for Service Hybris Billing Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 19

20 A minha organização está preparada para endereçar um maior nível de interação com o cliente? 1. Sim, temos uma estrutura digital só dedicada a isso 2. A área de Marketing é responsável por esta componente 3. A área de IT é responsável por esta componente 4. Não, ainda estamos a definir o modelo de governo Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 20

21 É necessário um CDO? Digital Officer Função de projeto numa fase de arranque Visualização de resultados Disseminado no médio prazo Digital Teams Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 21

22 Customer Stories Selection Approach Based on CX Stories Attractiveness and Feasibility, key CX Stories had been selected for each agile project Initial CX Stories selection approach Examples of Wave Definition 1. CX Evaluation 2. CX Prioritization Evaluation of 81 existing customer experience stories based on pre-defined criteria, e.g. customer & business impact, technical feasibility etc. Mapping of agile project relevant CX stories Selection of most attractive and feasible CX stories based on evaluation score Parking of other relevant CX stories for next phase 81 CXs Stories Evaluation 11 CXs Stories Prioritization 9 Cxs Stories 3. CX Focus Prioritization of most important CX stories Partly implementation of selected CX stories Focus 5 Cxs Stories Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 22

23 You can shape the customer experience not the customer Functional Building Block Map CUSTOMER TOUCHPOINTS CUSTOMER EXPERIENCE DELIVERY PRODUCTS & SERVICES Costumer Experiences Design Analytics & Insights Data Management Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 23

24 Your must unhappy customers are your greatest source of learning. Bill Gates Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 24

25 O que achou desta sessão? 1. Ouvi falar de inovação e novos desafios! 2. A Deloitte tentou vender os seus serviços mas até gostava de ouvir mais! 3. Escolhi a sessão ao acaso mas até gostei. 4. Foi mais que ficção científica! Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 25

26 Want to know more? César Marto Filipa Carvalho Deloitte Consultores, S.A. Connecting with the new client How the digital trends are applied across industries 26

27 Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee ( DTTL ), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as Deloitte Global ) does not provide services to clients. Please see for a more detailed description of DTTL and its member firms. Deloitte provides audit, consulting, financial advisory, risk management, tax and related services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries and territories, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Deloitte s more than 225,000 professionals are committed to making an impact that matters. This communication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively, the Deloitte Network ) is, by means of this communication, rendering professional advice or services. Before making any decision or taking any action that may affect you, you should consult a qualified professional advisor. No entity in the Deloitte network shall be responsible for any loss whatsoever sustained by any person who relies on this communication For information, contact Deloitte Consultores S.A.