Three core elements for new clockspeeds: IA & Digital Tools

Transcrição

1 Three core elements for new clockspeeds: IA & Digital Tools FRANK Meylan KPMG Brazil Head of Cognitive & Customer Experience 2018 KPMG International Cooperative ( KPMG International ). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated. 1

2 GAES

3 Customer centricity Have the connected services by car manufacturers met your needs and expectations so far, and would you pay for them? (E.g. concierge services, , in-car functionalities, etc.). GLOBAL BRAZIL 39% Yes, they have met my needs and expectations and I would pay for them 50% 31% Yes, they have met my needs and expectations but I would not pay for them 30% 15% No, not at all 11% 14% I do not want car manufacturers to provide in-car connectivity features. A seamless and easy to use integration of my smartphone functionalities would be my preferred option. 9% 2018 KPMG International Cooperative ( KPMG International ). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated. Note: Percentages may not add up to 100 % due to rounding Source: KPMG s Global Automotive Executive Survey

4 Ecosystem Datacentric ecosystem mobile e-coins e-wallets Media News EaD insurance retail marlketing Automotive Digital Data Gateway Standards Cyber Sec Data Governance Telco Providers $ Payments Contents Providers Data users Open Digital Platform Sensor Geospatial Visual Consumption Health Media Interaction behavior Cognitive Parking Consumer Things Apps Fleet B2B Diagnostics Sharing Location Interaction Health Entertainment Utilities Maintain Management Tracking Logistics Security 4

5 Customer centricity At the heart of relationship building we have the customer journey mapping technique, connecting every single point of contact between the brand and its customers interest Decision Usage research Buy Sale 5

6 Customer centricity Expectations Empathy Personalization Time & Effort Resolution Integrity $ Sensor Geospatial Visual Consumption Health Media Interaction behavior Cognitive 6

7 Customer centricity Incorporating the customer experience into your business strategy not only provides you improved business results, but also enables a more assertive and shorter innovation lifecycle, paving your digital transformation roadmap. interest Decision Usage research Buy Sale 7

8 Customer centricity Expectations Customer: Joseph (young single designer) Usage: driving to work integrity Resolution Empathy Time & Effort Personalization 8

9 Customer centricity Expectations Customer: Joseph (young single designer) Usage: driving to work integrity Customer: Joseph (young single designer) Usage: driving to the beach on weekends Customer: Rose (young married nurse) Usage: driving to the beach on weekends Customer: Rose (young married nurse) Usage: driving to work Resolution Empathy Time & Effort Personalization 9

10 Recommendation Loyalty Customer centricity These Pillars are strictly correlated with business results, such as increased recommendation and loyalty. Personalization Integrity Expectations Resolution 22% 18% 15% 16% 26% 17% 15% 14% Customer Experience leaders also demonstrate higher revenue growth rates Time & Effort Empathy 18% 12% Source: Customer Experience Center of Excellence KPMG Nunwood % 12% 10

11 Recommendation Loyalty Customer centricity Cognitive can fuel your customer experience, enabling you to deliver personalized outcomes with the best in class time & effort scores Cognitive Personalization Integrity Expectations Resolution Time & Effort Empathy 22% 18% 15% 16% 18% 12% 26% 17% 15% 14% 17% 12% Source: Customer Experience Center of Excellence KPMG Nunwood

12 Customer centricity Cognitive can fuel your customer experience, enabling you to deliver personalized outcomes with the best in class time & effort scores Artificial Intelligence & Cognitive Digital Assistant Car Domain Market Place Driving tips Safety instructions Car Manual Intentions (phone, maps, music) Health monitoring Voice enabled shopping Prefered brands Nearby shops Loyalty programs Buy, Pick & Go Language courses On demand News Technical Podcasts Voice enabled banking Content 12

13 Durval, o mecânico Um bot especialista 13

14 Thank you FRANK Meylan Head of Cognitive & Customer Experience KPMG in Brazil The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation KPMG International Cooperative ( KPMG International ), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG Inter- national. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved. The KPMG name and logo are registered trademarks or trademarks of KPMG International. 14