1. Digitizing Customer Care balance automation & human connection
SPITCH EVENT Speech Technology Trends — Best Practices and Vision 2020
September 22nd, 2016 The Dolder Grand Hotel, Zurich
4executives ag Affolternstrasse Zürich Switzerland

2. About Us
Investments
Cloud (IaaS)
Client Onboarding (Video)
RegTech
RoboProfiling
Payments
Online Wealth Management
2016
private equity investment company
digital innovation focused portfolio
2014 Consulting, Investement and M&A Services focused on the FinTech Industry
2009 Management Consulting in the Financial Services Industry
Management Consulting
Program-/ Project- Management
Interim Management
Research
Ideation / Value Proposition Design
Minimum Viable Product
Validation / Second Opinion
Valuation
Transaction Advisory

3. Human vs ‘Automation’ ‘Yesterday’ ‘Today’ Bank Customer Bank Customer
Service
Do I have, at least partially, to compound my care by my self or to sew my new clothes?
Outsourcing to the customer – is this the right approach? What does the customer get for? In the past we’ve seen a service degradation without any compensation for the customer!

4. Margin pressure by rising customer expectations
Case for Action
Opportunities thank to Digitization
Deliver a personalized, engaging and rewarding experience, discover clients’ needs and preferences
Features from Wealth Segment for Retail Segment and Enterprise Grade Features for Individuals based on Robos
Client advisors are faced with increasing compliance requirements
RoboReg e.g. automated Compliance checks with audit trails
Client advisor always get bigger client portfolio
RoboProfiling
RoboAdvice
Anywhere, Anytime, Anyone?
Cross-Touchpoint Customer Journey Right Information, right Time, right Place, right Way, right Person
How to balance customer expectations and margin pressure to a successful customer experience/journey … for the customer and the banks?

5. Manage The Cross-Touchpoint Customer Journey
1. Touchpoint Inventory
2. Point of Relationship
3. Business Reason
4. Customer Impact
5. Touchpoint Owner
6. Effectiveness
Rules of Delivering Client Touchpoint Experience
Touchpoint Inventory:  A list of every way a customer can touch or is touched by your company (ads, website, letters, bills, sales or service reps, phone calls, retail stores, social media, etc.)
2.) Point of Relationship:  At what point in a customer’s relationship with you do they encounter each touchpoint?  What touchpoints are present during the awareness, information-gathering, consideration, selection, satisfaction, loyalty and advocacy stages?
3.) Business Reason:  Why does each touchpoint exist at each relationship stage from an operations perspective (educate, provide support, receive payment, etc.)?
4.) Customer Impact:  Why does each touchpoint exist from a customer perspective (set you apart from a competitor, garner repeat sales, build loyalty, etc.)?
5.) Touchpoint Owner:  What department(s) is responsible for each touchpoint?
6.) Effectiveness:  Does each touchpoint enhance or weaken a customer’s experience?  What does a customer expect at each point?  Do you meet their expectations? How do they feel?  How do you want them to feel?  Are there any redundancies or unnecessary touchpoints? Which touchpoint are most and least effective?
The ongoing importance of Human (Speech) contact in combination with Robo capabilities …

6. Speech (Spitch) based Customer Care Process
Video / Phone
Conversation
Context Aware
Advice
Context Aware Profiling (realtime/batch)
Biometric Identification
Context Aware
Minutes
Speech Recognition &
Speech to Text
eDossier (available for all Touchpoints)
(Scans, s, Video Streams, Voice Records, Speech to Text, Compliance Audit Trail, Advices, Minutes, …)
Client Summary
Continuous Conversation & Text Flow
Compliance
Lending
Mortgage
Social Media, ePress
Investment
Key Words & Semantic Interpretation
Sentiment
Asset Management … …
We’ve an integrated technical framework for well balanced human and automated customer care processes e.g. ‘end to end digital client advisor’ or ‘digital service desk’, etc..

7. Speech (Spitch) based Customer Care Process
Thank you
Thomas Hilgendorff 4executives ag Affolternstrasse Zürich Switzerland
Customer
Video / Phone
Conversation
Context Aware
Advice
Context Aware Profiling (realtime/batch)
Biometric Identification
Context Aware
Minutes
Speech Recognition &
Speech to Text
eDossier (available for all Touchpoints)
(Scans, s, Video Streams, Voice Records, Speech to Text, Compliance Audit Trail, Advices, Minutes, …)
Client Summary
Continuous Conversation & Text Flow
Compliance
Lending
Mortgage
Social Media, ePress
Investment
Key Words & Semantic Interpretation
Sentiment
Asset Management … …
We’ve an integrated technical framework for well balanced human and automated customer care processes e.g. ‘end to end digital client advisor’ or ‘digital service desk’, etc..