Dimension Data-Digital Transformation of the Customer Experience

Digital Transformation of the Customer Experience

Mid-Atlantic CIO Forum – Feb 2019 accelerate your ambition We are Dimension Data – a global technology integrator and managed services provider

Founded 35 years of More than 28,000 In 47 countries in 1983 experience employees

2017 turnover 8,000 clients including Over 100 prestigious of USD 8bn 70% of Fortune 100 and industry awards nearly 60% of Fortune 500 Why Dimension Data for CX The solutions we’ve deployed enable over 7 billion customer interactions each year

We employ over We hold the highest levels of 750 7500 certifications with the industry’s dedicated CX leading technology partners experts People delivering around the world bespoke outsourcing 10 years solutions delivering ‘as-a-Service’ contact center Market citizens with solutions to our clients 34 years of leadership transformation and innovation 700 Expert status Our solutions and people Clients managed Globally recognized by key analysts and are recognised throughout the with over 100,000 seats through our thought leaders industry globally Managed Service for Contact centers The Global Customer Experience Benchmarking Report

Annual global Unique online portal enables customized data to research study be viewed by vertical, region, service type, brand by Dimension Data positioning, size of operation and another 5 levels

Supported of the world’s 21 years core review leading industry of trends, performance groups and sections by many analysis and best practice 7 associations techniques Digital Transformation? “Digital Transformation means using technology to fundamentally transform the way a company delivers value.” – Forrester

“…leverage digital technologies that enable the innovation of entire businesses or elements of business and operating models” – Gartner

“Transforming Customer Experience via understanding, top-line growth, and touchpoints Transforming Operational Processes via process digitization, worker enablement, and performance management Transforming Business Models via digitally modified business, new digital businesses, and digital globalization” – MIT Sloan “Digital Transformation means using technology to fundamentally transform the way a company delivers value.” – Forrester

“…leverage digital technologies that enable the innovation of entire businesses or elements of business and operating models” – Gartner

New funding models Everything, Disruptive fault lines Shifting economics Accelerating disruption and everywhere Security, privacy, and Data as digital capital innovation The rise of computer-based regulation intelligence

Talent crunch Users before IT Materialisation Platform economy Global demand for digital Workplaces designed to Revolutionising industrial The ecosystem battle workers enable employee’s digital and commercial processes for scale expectations Acceleration in the last 20 years

Contact Center Growth Improved CX New channels

In 1998 our first global benchmarking Twenty years ago, first call resolution In 2013, the majority of service report placed ‘replacing of face-to- was at 83%...it’s worsened. Why? providers supported just five contact face with telephone’ as the top trend channels, it’s grown to seven. affecting the service industry.

Social era Going digital Omnichannel

Five years ago, most companies Customer’s preferred channel of Omnichannel arrived in 2013, and were simply monitoring social media engagement has shifted from voice has become one of today’s top chat, for most it wasn’t considered to digital. business visions. a service channel. Top 6 factors 1 Analytics 2 Artificial Intelligence Becoming data supreme by Driving business growth and that will reshape transforming big data into extending brand loyalty, through actionable result driven insights. AI and predictive analytics. CX during the Analytics is #1 factor reshaping 72% predict up to a ¼ of human the CX industry. roles will be replaced by AI by mid- next 5 years 2020. 3 Digital Integration 4 Mass Personalisation Connecting multiple customer Utilising our extensive experience journeys through omnichannel in AI and analytics, to enhance modelling and integration. customer lifetime value. Just 12% of digital business For 50%, personalisation is still strategies are optimised. reactive and relies on customer self-identification.

5 Process Automation 6 Workforce Optimization Streamlining the customer Ensuring workplace readiness for user experience, through digitally on demand consumers. the implementation of hybrid Some 38% of companies retain virtual assistants. resistant, lethargic or neutral 62% will have capability approach to change. within 2 years. accelerate your ambition

We believe cycling ‘fans deserve a ‘ revolutionary viewing experience

Christian Prudhomme, Race Director of the Tour de France The start of A.S.O.’s journey of innovation… Home About Search Twitter Have an account? Log in

Tweet Following Followers Likes Follow 2,099 456 33.9K 426 2015 Making data available

Live tracking Real-time Real-time data Live tracking VIP off all riders data analytics for broadcast website application

Live speed data on television for the first time in cycling history Global broadcast still top source of income for the A.S.O. Broadcast in 190 countries on 100 tv channels A.S.O. is inventing the digital product that will augment the traditional broadcast and monetise bigger audiences Mark Cavendish Data created conversation @MarkCavendish Recorded top speed on descent as: Always a little bit pleasing to see the other side of 100kph... This was following 93.38 km/h @michalkwiatek down Tourmalet (Valverde)

Michal Kwiatkowski @michalkwiatkowski

@MarkCavendish 102,2km/h

Speed was doubted until other riders tweeted their own speeds... which were higher... letourdata letourdata@letourdata Following @letourdata Riders slow down by roughly 20km/h when picking up musette bags during Richer commentary the feed zone. #TDFdata #TDF2015 information for television broadcasters and commentators

Phil Liggett @PhilLiggett RETWEETS FAVOURITES 1,037 403 Phil Liggett used this tweet in his commentary during a live broadcast 2015 31,801 engagements letourdata = doubled followers on @letourdata letourdata@letourdata Following @letourdata The crash in data – from within @DimensionData truck. Average speed during fall was 42.03 km/h. #TDFdata #TDF2015

Dimension Data’s technical solution

RETWEETS FAVOURITES 1,037 403 @letourdata insights and innovation in visualisation

Commentators app

Full race website

Enriched data analytics

Enhanced live tracking Froome (SKY) hit a top speed of letourdata @letourdata km/h Froome’s final descent: 90.9 Average speed: 62.5km/h. gaining 13” on the descent of TOP SPEED: 90.9km/h! #TDFdata #TDF2016 col de peyresourde (stage 8) to claim the Yellow Jersey letourdata The stories behind the @letourdata With perfect timing and placement, sprint finishes… @MarkCavendish sprints to his 30th #TDF stage win! Top speed: 66.3km/h

Dimension Data @letourdefrance

At the end of a long day in the saddle, it’s all in the strategy, power, energy, experience, and timing to see who has what it takes. letourdata @letourdata

Acceleration heat-map from yesterday’s sprint finish. Kittel went faster… but too early. #TDFdata #TDF2016 letourdata @letourdata

The 187 riders will have to contend with wind again today – gust of up to 60km/h #TDFdata #TDF2016 Using data to track the impact of weather conditions on the race

Dimension Data @letourdefrance Irrevocably changed the way Dimension Data media are reporting on cycling @letourdefrance Broadcasters request custom data and insights for TV and social media

Dimension Data @letourdefrance

Data tweets appear in online webcasts

Dimension Data @letourdefrance

Telemetry data and @letourdata tweets appear on TV broadcasts (Eurosport) #TDFdata hashtag adopted Data reporting now competitive as new accounts, and new data analysts emerge

Neil Richards @theneilrichards 24 Jul 2015

Because I’ve seen that #tdfdata is a thing. My #dataviz of the #tdf15 standings before today. gregoriosz @gregoriosz public.tableau.com/profile/neil.r… Froome: minding elol, sprinterek: a hegyeken lemaradnak. #esbringa #TDF2016 #TDFdata

Philipp Diegner Last #TDF2016 mountain stage analytics

With @simongeschke @paulvoss86 @Jasperstuyven #TDFdata and Profile @VeloViewer 2017 By using data to predict likely outcomes

Machine learning and Animated data Enriched social Enhanced predictive analytics visualisations media content websites Dimension Data @letourdefrance

Dimension Data @letourdefrance

Dimension Data @letourdefrance Dimension Data @letourdefrance

Rien vs Machine – Week 1

Final Prediction Final Result Prediction Result Tony Martin Stage 1 Primoz Roglic 65th Place 4th Place (picked 2 of top 5) Marcel Kittel Stage 2 Marcel Kittel 1st Place 1st Place (picked 4 of top 5) Peter Sagan Stage 3 Greg Van Avermaet 4th Place 1st Place (picked 3 of top 5) Marcel Kittel Stage 4 Mark Cavendish 186th Place 13th Place (picked 3 of top 5) Chris Froome Stage 5 Romain Bardet 5th Place 3rd Place (picked 4 of top 5) Marcel Kittel Stage 6 Sonny Colbrelli 84th Place 1st Place (picked 4 of top 5)

Marcel Kittel Stage 7 Arnaud Demare 11th Place (picked 2 of top 5, all 5 1st Place predictions in the first 11 places)

Steve Cummings (0 out of 5 – Predictions lined up Stage 8 Serge Pauwels 40th Place 179th Place with experts, but very complex stage)

Chris Froome Stage 9 Alberto Contador 20th Place 3rd Place (picked 2 of top 5)

Rien 2 – Machine 7

2018 partnership of innovation continues 2018 partnership of innovation continues

Broadcasting and Predictive Service Crowdsourcing data analytics cybersecurity delivery innovation Elements of CX Transformation Digital Transformation of the Customer Experience

Strategy Understand Customers Redefine Metrics Roadmap Execute Strategy Understand Customers (& Business Process)

Not all channels Not all channels Make decisions are preferred or are appropriate The customer is informed by data appropriate for all for all business not always right and business customer processes case segments Redefine Metrics

Operational

Aligned to new Customer Focused Channel specific Service, Delivery, Financial Models

Financial Roadmap

Keep the Initiatives should Initiatives should Results should roadmap focused be informed by be prioritized by be measurable (18 months not 5 research business impact years) Execute Questions?