in a Connected Digital World About Liberty Global Multiple Brands 27 mln Customers Europe Latin America 14 countries 90 business in Europe Largest Cable Provider Worldwide 21 ID: 782240
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Slide1
Omnishop Catalyst
Memorable Shopping Moments
in a Connected Digital World
Slide2About Liberty Global
Multiple Brands
27
mln
Customers
Europe
Latin America
14
countries
90%
business
in Europe
Largest Cable Provider Worldwide
2.1
products per customer
44
%
3 play customers
Customer Product Bundling Pioneers
Innovating n-play connected entertainment services
Customer Experience Focus
Customer Experience Organization
Key Transformation Objective
NPS based yearly bonus
Slide3Shopping Moments in a Connected World
Omnishop
memorable
shopping
moments
connected
digital
world
Focus on
Exceptional
Customer
Experience
Stay Agile in
a Complex
the Digital
Ecosystem
Slide4Omnichannel Shopping Experience Mandates
memorable
shopping
moments
simplified & convenient
simple & easy, hiding backend complexity from customers
relevant &
contextual
considering the customer’s context, behaviour and lifecycle stage
Flawless Hopping across channels CSP
or
3rd party managed
seamless
Slide5Example Journey of Shopping Moments
React & Explore
tablet
Advertise
social
Initiate Purchase
home PC
call center
Agent Upsell
email
Approve Purchase
Accept Assistance
app
sms
Receive Status
Slide6Connected Digital World Considerations
Connected
Digital
World
Flexibly Combine traditional CSP services with new & complex
IoT
& Digital Services
multiple
complex
services
new partner
ecosystem
Work with evolving partnership business ownership models &
functional overlaps
established
provider
Cost efficiently reuse a brownfield landscape of different IT stacks
residing from
M&As
Slide7Example Digital Ecosystem Complexity
Combine traditional CSP services with new & complex
IoT & Digital Services residing at different ecosystems
Sales
Internet &
Telephony
Digital Television
Mobile
MVNO
Calling
App
OTT Go
Player
Smart
Home
CRM
Fulfilment
Billing
CSP Stack A
CSP Stack A
CSP Stack B
3
rd
Party Vendor Y
3
rd Party Stack X CSP Stack B
CSP Stack A
Traditional Services
New Age
Digital & Internet
of Things ServicesPrimarily CSP managed IT core systems3rd Party managed systemsServices A
A A
offer
bundling
Apply in a complex architecture landscape
- Different
IT stacks per country (M&A driven),
No
Greenfield
Evolving partner
ownership models
Functional overlaps
Slide8The Omnishop Innovation Funnel
Service offerings
3
rd
parties
seamless
L
egacysystems
Plug & Play
Digital Services
Shopping Framework
simplified
convenient
any
channel
connected digital world
memorable shopping moments
contextual
journey
M
ultiple stacks
Slide9Omnishop Approach
Omnishop Plug & Play
Digital Services
Shopping Framework
Connect the omnichannel shopping experience to the digital ecosystem
Define shopping micro moments at any channel and touchpoint
Enable selling of any service from any system and party
Slide10Catalyst Participating Members
Project
Lead
Participant
Participant
Participant
Champion
Participant
Participant
Participant
Slide11Omnishop Shopping Moments Journey
Exiting customer
r
eceives
a tweet
for ‘Home Security’
promotional offer
1
2
3
5
6
Reacts and explores
‘Home security’ Offer at Operator’s Portal
Views same offer,
Initiates purchase with ‘Home security’ but does not complete
tablet
product page
social
e-commerce
home PC
4
self-care
mobile app
notification
call center
email
Accepts proposal to receive help by agent to complete purchase
Receives call from Agent;
Discusses and agrees to upgrade to
‘Extreme bundle’ offer
Reviews & Approves
purchase for bundle offer
7
sms
+
Receives
order number
& status
+
Slide12Omnishop Architecture & Capabilities
Customer Management
Product
Catalogue
Order
Management
Customer Management
Product
Catalogue
Order
Management
Omnishop Plug & Play Digital Services Shopping Framework
Channel Integration
Channel Process Handling
Central Rules Management
Product Catalogue Hub
360 Customer View
Federated
Order
Management
Catalogue Publishing
Basket & Context Hub
Recommendation & Campaign
Location & IP Services
tablet
social
home PC
call center
email
app
sms
Customer Omnichannel Experience Touchpoints
Traditional Services CSP Stack
IoT
Services 3
rd
Party Stack
Slide13Omnishop Vendors
Channel Integration
Channel Process Handling
Federated Order Management
Catalogue
Publishing
360 Customer View
Central Rules Management
Product Catalogue Hub
Recommendation
& Campaign
tablet
social
home PC
call center
email
app
sms
Traditional Services CSP Stack
IoT
Services 3
rd
Party Stack
Basket & Context Hub
Location & IP
Services
Slide14Receive Promotion
View
Targeted
Advertisement
1
social
Recommendation
Campaign
360 Customer View
Promotional Campaign
Home Security
is
tweeted to customer
Location & IP
Services
IoT
Product
Catalogue
Catalogue
Publishing
Product Catalogue Hub
Leveraged TM Forum
Catalog Management
API REST Specification
V1.3.3
Launch a
new offer
“Home Security”
Federate “Home Security”
offer from Digital partner
to
Catalog Hub along with traditional
services offers. Promotion
is applied
Service
Availability
Launch campaign
to
targeted customers
Customer Demographics
Slide15React and Explore Offer
2
Recommendation
360 Customer View
Product Catalogue Hub
Logged in Customer details are got from Customer360
Explore and Initiate Purchase
Initiate Purchase but not complete
3
tablet
home PC
Leveraged -
TMF629_Customer_Management_API_REST_Specification_R14.5.1
Basket & Context Hub
Andrea reacts to the tweet and is landed on the online portal
Online
Portal
Online portal correlates “Home Security”
promotional
offer from Catalog Hub and
Recommendations
Andrea likes
the promotion. Later
some time she
logs in to self
care portal to purchase but abandons in between
The context and offer configurations are persisted in
Basket & Context Hub
Online
Portal
Slide16Recommendation
Product Catalogue Hub
Basket & Context Hub
Unfinished baskets along with context triggers appropriate processes
Accept proposal to receive help by agent to complete purchase
4
Receives call from Agent, discusses needs, likes bundled
offer
5
call center
app
Channel Process Handling
Created Basket API Specification
Andrea
is offered
assistance to complete her
purchase via SMS
Channel Process Handling
Andrea’s acceptance triggers agent flow
Basket & Context Hub
Based on Basket contents and context, “Extreme Bundle” is recommended
Agent upsells “Extreme Bundle” to Andrea and updates the Basket
Proactive Assistance and Upsell
Slide17Product Catalogue Hub
Basket & Context Hub
Basket status triggers approval process in Channel Process Handling
Channel Process Handling
Andrea receives email, verifies the order details
in online portal and
submits the order
Channel Process Handling
Review and approve purchase
6
email
sms
Receive Order Progress Status
7
Leveraged - JSR264 Order Management API
Online
Portal
Federated Order Management
Customer
order
is
broken down into
child orders
through look up into Catalog
IoT
Stack
Traditional Stack
Child Orders are routed to
backend
stacks for fulfilment
At specific order milestones, Order mgmt. system keeps Andrea informed through SMS
Federated Order Management