Customer Experience rather than price or product by 2020 Gartner - - PowerPoint PPT Presentation

‘’90% of global businesses will differentiate themselves via Customer Experience rather than price or product by 2020’’

Gartner Global CEO survey

IDN Amsterdam CX pres

• 1. Overview
• 2. The Customer Experience Company (TCXC) Product
• 3. Key Financials
• 4. Clients
• 5. Market Information and Market Competitors
• 6. Management Team
• 7. Appendix

Our Our CX CX excellence cellence definition: definition:

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Gather /benchmark data in local and international markets to guide clients CX excellence Customised and open training for individual businesses and sector associations Design and create Remark- able CX moments via online, retail , call centre and marketing comm’s CX data insights & Planning CX Training CX Moments Design TCXC Systems TCXC international Licensing with international partners to use TCXC framework in own markets IP survey and analysis tool with unique CX pillar framework

= CX Training CX Moments Design TCXC international Donor CXi Retail CXi Fan CXi TCXC UK TCXC Ireland TCXC USA Auto CXi CX data insights & Planning TCXC Systems B2B CXi TCXC France etc. TCXC Portugal TCXC Holland

The problem? Companies scrambling to deliver CX excellence to differentiate their business offering How big ? This is a multibillion market The people? Our team are global DM, CRM & CX leaders who built & sold companies in the Past The solution? A Consumer Data framework accelerating the design & delivery of remark-able & effortless CX

Ireland CX sector Overview

Forrester claim's CX is the fastest growing business discipline in the world Companies differentiate their business offering via CX excellence TCXC has taken lead position in Irish marketplace before the land grab commenced Irish CX delivery is Two and half years behind the USA and two years behind the UK

• 100+ Irish enterprises have appointed CX Directors

(BOI, Ulster Bank, AIB, Electric Ireland, Eir, Pennys, Vodafone etc)

• Irish recruitment companies on global drive for CX specialists
• Irish CX Practitioners Association set up May 2016 – 120 members
• Sector Associations adding CX streams to annual conferences
• CX Media coverage growing rapidly

Sept 2016 national coverage of CXi report

‘’90% of businesses around the world will differentiate themselves via CX excellence rather than price or product by 2020’’

Gartner Global CEO survey 2015 ‘’We take most of the

money we spent on internal systems and advertising and put it back into Customer

• Experience. Then we

let our customers be

• ur marketing’’

Tony Hsieh, founder of Zappos

TCXC has built thought leadership in Ireland over a 2 year period. We now wish to build on this and drive growth internationally. What do we do? Design remark-able CX experiences for businesses, helping them stand head & shoulders above their competitors The benefits we offer:

• Leverage consumer data to design CX excellence for our clients
• Create robust CX plans and internal staff culture change
• Provide Clients with unique customer promise
• Lock in clients customers for longer
• Motivate customers to promote brands amongst friends & family
• Present robust ROI to help sell into large enterprise

The CX Company overview

Sample of CXi debriefing report

• Deliver robust benchmarking of the market through Consumer Data
• Identify gaps between customer promise and actual delivery
• We help Companies differentiate them self's in a ‘generic’ world

‘’90% of businesses around the world will differentiate themselves by CX excellence rather than price or product by 2020’’ Gartner Global CEO survey Dec 2015

• Acquire new customers cost effectively
• Retain customers for longer periods and be more profitable
• Provide a new framework and internal culture to help companies on their CX

journey

• Provide leadership teams with robust argument to get funding

from board decision makers

The problem we solve

BOI student banking

• 23 current CXi paid subscribers
• Published Irelands 2015 and 2016 CXi report and league table
• 77,000 Irish surveys across 170 Irish brands = 1.1 million points of data
• Twenty + clients using Six Pillar CX framework
• CX Academy delivered Snr. Management immersion & staff training programs
• Firsts in:
• Irelands CX Conference –’The stories festival’
• Irelands CX Masterclass in Trinity College
• Irelands CX Awards programme
• Thought leadership CX reports and webinars
• Launched quarterly CX Excellence CEO breakfasts – National Concert Hall
• Recognised as Irelands CX experts through delivery of data insight, strategy,

technology, training and creative CX design

Progress so far

Thought leadership at home and abroad

TCX plan to have six revenue streams

Six CX turnover units 2016 2017 2018 2019 Tech Mark up Labour

• 1. CXi insight Report

90% 10%

• 2. CX Planning

40% 60%

• 3. CX Training

70% 10% 20%

• 4. CX Design

10% 20% 70%

• 5. CX Licensing

90% 10%

• 6. CX Data set

90% 10% Total Turnover Avg % of revenue 70% 5% 25%

Seeking €800k capital for two year expansion

Five CX revenue units 2017 2018 2019 Total turnover 1,221,000 3,017,000 4,690,000 Cost of Sales 260,002 652,512 Gross profit 960,998 2,364,488 Expenses Salaries Office Overheads TCXC development 652,154 196,392 320,000 1,385,504 287,400 280,000 Net profit / Loss (207,548) 411,584 950,000 Average staff 10 23 36

• 700000
• 600000
• 500000
• 400000
• 300000
• 200000
• 100000

Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18

Cash Projection 2017-2018

By end of 2017, 50% of new product investment will be redirected to Customer Customer Experienc xperience e Innovation

Gartner

Competitive landscape

CX Consultancy CX Action and delivery

CX Insights & Planning

€53 million

There are potentially 200 Irish companies for our top tier package and 2,000 for our standard package = €13 million. The planning market is dominated by the big four with a CX consultancy

• pportunity estimated at approx. €40 million

CX Training

€38 million

The 2015 expert group on future skills from Forfas estimates that €380 million was the training budget for Irish business. We propose that 10% of this will be engaged in CX related CX training. CX Design & production

€20 million

CX Licenses revenue €3 million TCXC licenses at subscription fee of €30k per year. Assume we manage one subscriber per market at avg €30k per market for data analysis using our CX framework. Focus on North America, Europe,

• Asia. Assume 100 markets

Ireland CX market size

Target TCXC new offering to C-suite in Irish companies committed to CX, including:

• Subscribers CX staff of CXi

1,500

• Companies with CX Directors/champions

300

• Staff that attend CX academy training events

700

• CXi Breakfast attendees

600

• Members of CXPA

120

• Current and past clients of Dialogue

300

• CXi report downloads

2,500

• CX Excellence Blog

850 We will enlist members from The Inter Direct Network to grow the international business and population of CX practitioners.

CX communities we have developed in our Market

Create go to website for CX excellence insight, opinion based articles and reports Speaking at CX and Business events Trade association partnerships Organic search and paid for digital advertising Year round PR circulating our messaging Monthly CX Blog to 1,000 practitioners Annual CX story festival and awards programme National press, radio and trade ad presence Quarterly C-suite CXi breakfasts CX audits’ and action sessions to C suite teams Sponsor CX team of year at award programmes

Acquisition activities

International CX partner opportunities

We wish to approach IDN agencies who are considering re-engineering their business purpose. The current subscription costs are estimated at €30k per year. The more agencies, the less it will cost. Portugal have visited Dublin twice this year and are keen to launch in September 2017.

• S. Africa are committed to CX but progressing their own model which could add to our knowledge base

Other agencies have expressed interest. We hoper to add an additional six agencies in 2018 . I would welcome your feedback this week re interest.

‘’Consumer Data will be the biggest differentiator in

• ur future.

Whoever unlocks the reams of data and uses it strategically, wins’’.

The right mix of people

How the market reacted

2,100 report downloads; Numerous companies shared success via ads & social media; Tesco Mobile & Aldi ran national ad campaign celebrating their success; Consumer social media boards lit up.

Appendix – CX Academy training services

CXi Stories Festival Irish CX League Table 1,176 downloads Website hub

Appendix – CXi activities

Global recognition for creative and strategic CX excellence

P .I.E.T .E.R.

The 6 Pillars that make up CX excellence

Personalisation

Create emotional connections through individualised attention

Integrity

Build trust through every interaction

Expectations

Manage, meet and exceed expectations

Time & Effort

Minimise customer effort and make it easy to do business with you

Empathy

Show customers you genuinely understand what it’s like to be in their shoes

Resolution

Turn a poor experience into a great one

Get Getting ting You

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Do The he Selling Selling For

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Thank you