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Back from IBM Impact 2013: “MOBILE FIRST”

May 20th, 2013 | No comments | Published in No category By Sylvia

That was the event motto: “Mobile first”. Seems like, finally, 2013 is truly the year of mobile.

Talking about mobile, there is no way around “experience”, selfservice and “customer centricity”. Ted Schadler, from Forrester, wondered what are we going to do with the honor of being in our customers’ back pocket.

Technology-wise, going mobile is at least as disruptive as going web was, and we are back to the 97s, it is sometimes difficult to understand that it is a really different story. At Impact, the synthesis was:

  1. 1. Mobile first
  2. 2.Review business processes, to include the mobile experience, which is NOT only responsive design
  3. 3. Look for a flexible and secure integration model, both things a must
  4. 4. be insight & data driven and
  5. 5. Thing “Open Cloud”, or, rather, knowing that we do not know where is the next generation of products or services coming from.

As going mobile implies interaction, there is a sudden evidence of the need to listen and engage… from the channels. An “engagement layer” is needed to manage that Voice of the customer and to unify the brand voice through all processes, claims, transactions or problemas.

Suddenly, we have become visible!

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Customer Effort Score

April 20th, 2013 | No comments | Published in No category By admin

W claim to solve the complexity of frustrating processes, those that we all hate. We have recently found out a reference in the market: the Customer Effort Score (CES), that outperforms the Net Promoter Score (NPS), so popular for the last decade at least, when it comes to predict customer engagement and loyalty.

After so many years managing customer experience in complex processes, the score makes perfect sense to us. It is built after the answer to the question: “how much personnel effort did you have to invest to get your problem solved?”.

Click here for the excellent article from Harvard Business Review. And my heartfelt thanks to Ed Thompson, distinguished analyst from Gartner, that told me about it at the BPM Summit in London, where we went to be awarded for BPM Excellence.

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IBM Impact 2013

April 9th, 2013 | No comments | Published in No category By admin

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We are thrilled:

IBM has invited us as lecturers in their global event, IMPACT 2013, at Las Vegas.

Find here the session.

And watch hashtag #impact2013.

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We made it!

April 3rd, 2013 | No comments | Published in No category By admin

Léelo, with Verti (Mapfre on-line company in Spain), has just won the BPM Excellence Award de Gartner Group. We are really proud.
The success case has been the customer acquisition (new policies). Watch the numbers:

  • The operational cost has been improved in 48%, outsourcing clerical work.
  • Call centre costs have been reduced 18% in the first process improvement round.
  • The project has only taken three months, all integration included.
From the go-live, the process updates have been done:
  • in a matter of days
  • with no additional costs
  • with no impact on internal IT teams.

Only counting direct costs, the ROI in the first year has been over 252%!

The visiblity and action capacity are priceless :)