Becoming a Customer-Centric Enterprise Via Real-Time Data and Design Thinking

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how customer experience frameworks, driven by Design Thinking, can help enterprises: understand their customers and their needs, define their strategy for real-time CX, create value from contextual and instant insights.

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1 .Becoming a Customer-Centric Enterprise via Real-Time Data and Design Thinking Mike Rowland, Director CX Strategy, West Monroe Partners Kartavya Jain (KJ), Product Marketing Manager, DataStax January 2018

2 . BUSINESS CONSULTANTS DEEP TECHNOLOGISTS

3 . BUSINESS CONSULTANTS DEEP TECHNOLOGISTS

4 . BUSINESS CONSULTANTS DEEP TECHNOLOGISTS

5 . BUSINESS CONSULTANTS DEEP TECHNOLOGISTS

6 . ACCELERATING TO ADVANTAGE Data driven CX helps Sr. Executives and Boards build business value with strategies for what’s next to accelerate their organization to sustainable advantage in the marketplace. © 2017 West Monroe Partners © 2017| Reproduction West MonroeandPartners distribution | Reproduction without West and distribution Monroe without West Partners Monroe prior Partners consent prior is prohibited. consent is prohibited.

7 .THE SHIFT IS The Challenges are Real. UNDERWAY ORGANIZATIONS ARE FACING FOUNDATIONAL MARKET ISSUES IMPACTING THEIR ABILITY TO COMPETE. EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO… - Customer expectations are changing + Keep your finger on the pulse of the faster than ever. customer. Accelerating technology and data - + Develop an organization focused on driven capabilities are disrupting data driven decisions. markets. Organizational structures are unable to - + Organize in a flexible manner to react effectively meet the needs of a nimbly to market needs. changing market. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

8 .WHY CX? To Accelerate, Organizations Must be Built on a Foundation of Customer Experience EVERYTHING IS SHIFTING. BUILDING TO KEEPACCELERATING UP, YOU NEED TO… LEADERSHIP STRATEGY Informed by research & insights PROGRAMS PROCESS Delivered through digital PEOPLE channels BUSINESS VALUE TECHNOLOGY ACCELERATING TO ADVANTAGE Enabled by digital platforms results when executing on customer experience becomes a ANALYTICS clear differentiator that delivers Used to inform your higher revenues and profits. strategy GOVERNANCE © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

9 .CX MATURITY Achieving Customer Experience Success is a Journey to Unlock Value Differentiate Competitive Advantage Optimize Data Driven Economic Value Elevate Coordinated Repair Inefficient © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

11 .CX Value And that’s where measurement becomes important… “Are we providing value that meets the “Are our employees “Are our operational “What is the economic needs of our empowered to deliver metrics improving as a value of our customers?” those benefits?” result?” improvement? Improved Customer Improved Employee Improved Operations to Cost Savings & Growth Experience Satisfaction our Customers Opportunities Overall Satisfaction Overall Satisfaction Digital Self-Service Activity Increased Share of Wallet ($) Customer Effort Empowerment Website Activity Key Customer Retention Customer Success Employee Success Process Efficiencies Rate (%) Customer Touchpoints Retention Rate (%) Fulfillment Improvements Key Customer Profitability ($/%) © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

12 .CUSTOMER AES – WMP CX Collaboration EXPERIENCE “To deliver a better customer experience we’re going to have to be much more externally focused, and it’s not just IT, not just customer service – it has to be the whole company.” Mike Collier, AES ENERGY CONTROL © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

13 .CUSTOMER Barclaycard – WMP CX Collaboration EXPERIENCE “As engaged customers become happier customers, we’ve been able to benefit from a lower cost of serving our customers.” Sylvia Veitia, Head of Customer Experience, at Barclaycard ENEY CONTROL © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

14 . CUSTOMER- Design Thinking uncovers customer experience CENTRIC FOCUS opportunities using a collaborative approach “Design Thinking” is a well-defined process for driving creativity and innovative solutions for our customers and employees DEEPEN Methodology Define Empathize Envision Plan Enact Define the issues Understand the Ideate future Develop a Build, test & potential value customer’s POV state solutions roadmap to and deploy. beginning with through data that unlock activate your COLLECT your North Star driven personas business value vision DATA TO and journey maps ITERATE! © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

15 .Your CX Starting Point THE JOURNEY TO VALUE STARTS HERE IDENTIFY THE NORTH STAR The foundation of value acceleration is your customer promise, or North Star and how you deliver value to your customers. Through the lens of the North Star, your strategy moves from repairing customer touchpoints to differentiating on customer experience. © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

16 .CLOSING The West Monroe Commitment  Business acumen with technical expertise  Focus is to achieve sustainable value  Collaborative teamwork  Knowledge transfer of CX tools and techniques  Strong track record delivering value to our clients Thank You © 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

19 .DataStax Enterprise is powering the Right-Now Enterprise A unified CX data layer of database, search, and analytics, that enables enterprises to: • Innovate by using our data platform to gain a holistic view of all customers • Accelerate their customer experience initiatives • Mitigate risk and increase flexibility for critical customer experience initiatives

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