Agility that drives

customer centricity
The journey of customer centricity
1

People

Customer-centric
culture

Customer
lifetime value
management

Process

360O view of
customer

Customer
centric business

Service delivery
Relevant &
consistent
across channels

Technology
Strong data
management

Customer
segmentation

Brand

High brand
recall

Based on
analytics

Next leap of customer centricity - agility to streamline processes, analyze

customer information and deliver consistent omni-channel experience

Imperative of modernizing legacy environment

5
Purely data-driven
architecture prohibits
different departments
from accessing the
business content

Many systems are

band-aided and
guarantee
business silos

4
Ever increasing
maitainance
& staffing costs

Limited
functionality
limits innovation
and growth

Compliance
Digital
and regulatory
concerns abound Transformation

Building a customer centric organization

Out right replacement

Too much risk
Huge costs & dedicated resources
Less speed of delivery

Re-alignment of legacy systems

Immediate positive impact on business
Rapid deployment
Business agility without replacing
existing ecosystem

uniserve our digital transformation

platform enables customer centricity
TM

ACQUIRE

Digital, 50% faster customer

onboarding
40% reduction in customer
acquisition costs
100% compliance to KYC

Faster turnaround time for

B2B & B2C customers
Digital campaign management
Rule based alerts and
notifications

EXPERIENCE

360 view of
customer

ANALYSE
Reports & analytics for
stakeholders

Consistent Omni-channel
engagement

Billing and metering

accuracy

Digital, interactive and targeted

communication

Analytics based on
product, department and
geography

Unified platform for all stakeholders

ENGAGE

How customer experience will impact you?

People will
forget what you
said, people will
forget what you
did, but people
will never
forget how you
made them feel

68%
14%
9%
5%
4%

leave because of the treatment they received

aree dissatisfied
a
d ssat s ed with
t products
p oducts and
a d service
se ce
begin
g doingg business with competition
p
seek alternatives
move away

Sources: Ernst & Young, Altimeter and Other Industry Insights