dachnug51 - HCL Keynote - Relationships beyond the contract.pptx

dachnug51 | HCL Keynote - Relationships beyond the contract | Paul Mason

1. Paul Mason Relationships Beyond the Contract DNUG 2024 “… Let’s change our customers’ experience”

2. Introductions Paul Mason Global Sales Lead for Customer Success HCL Digital Solutions

3. Relationships Beyond the Contract. The Customer Experience. From vision to execution...

4. Customer Experience & Renewals – HCLSoftware 2.0 April 2023 …the start of the Customer Experience & Renewals organization.

5. Vision Bring a consistent and superior customer experience globally throughout all stages of the customer journey with the best people and partners worldwide.  Mission  Provide market competitive adaptive solutioning to the clients’ business priorities and elevate our relationship level with our clients. Customer Experience & Renewals – HCLSoftware 2.0

6. Vision to execution

7. - Increase Customer Satisfaction …and Retention !  - Better align our skills & capabilities to roles, provide career opportunities & growth to the available talent. - Meaningful Customer Engagements at all stages of customer journey with specific & measurable outcomes. … the new HCLSoftware Customer Experience & Renewals organization. Why are we changing? Customer Experience & Renewals – HCLSoftware 2.0

8. Customer Experience & Renewals – Leadership Organization 8 Marcelo Cabane Customer Experience & Renewals Leader Mohan Kewalramani Services and Business Innovation Carlos Garcia de Miguel Operations & Shared Services Product Leaders Paul Mason Digital Solutions David Thompson Digital Experience Steve Kopelic Unica Johnn Tinch Commerce Jared Levy Bigfix Jason Bellomy Appscan Inna Aduri Volt MX Myriam Kelmendi Shared Services Kimi Cousins Customer Journey Kate Whittington Operations Alexander Knaani Solution Strategy Leader Keith Brown MSP/PSA Leaders Regional Renewals Leaders Justin Svoboda NORAM Manish Sagar APAC Macarena Delano LATAM Kohji Yazaki Japan Anshu Prabhakar Digital Diego Cejas EMEA

9. Customer Experience Executive Leadership Digital Sales Solution Architect Superior Customer Experience Renewals Manager Technical Advisor Customer Experience & Renewals – HCLSoftware 2.0 235+ Customer Experience Executives (CEE) are not: Support Managers, …but CEEs know how to manage issues with our Support team. Sales Managers, … but CEEs should know how to position value. Product Managers, … but CEEs know how to advocate for better customer outcomes. CEEs are our customers’ new first point of contact!

10. 10 Existing High Value Customers Commercial Technical C lient D irector Renewals Manager CEE TA Customer Experience & Renewals – HCLSoftware 2.0

11. Let’s change our customers’ experience …the Customer Journey

12. 12 Booking Room Taxi Taxi Hotel Baggage Flight Seat Lounge Customs Customer experience Our experience matters

13. Customer Journey Value Stream Q. How do we measure success? Value Defined Onboarding Value Validation Adoption Value Realized Expansion Value Preserved Attrition Risk

14. Let’s change The Domino customer experience

15. 16 Domino is #1 - > 35% of all HCLSoftware Renewals $rev - Top for DS development spend. Customers 8 000+ BPs 900+ Let’s change our Domino customers’ experience… “…volume business…high revenue…enviable logos”

16. 17 Existing Customers Top 500 Accounts Mid Market Longtail <$20K Renewal value p/a (18%) Let’s change our Domino customers’ experience… C lient D irector Renewals Manager CEE TA BPs

17. 18 Quarter on Quarter Increase Renewal Rates… Churn rates now aligned with industry standards . Domino expansion motion Expansion at Renewals excluding Restarts (retuning Domino customers) >$15M p/a 13% KPIs for the Domino Customer Success Journey… >79% of Domino customers scored by CEEs as Adoption or Expansion phase…up from 64% in October 2023!

18. Closer BP alignment to the new Customer Experience motion Shared Services Domino CEE Coverage for the rest of Europe. Business Partners What next? …“for operational renewals” around the clock, around the world. Re-focus on our “top” partners… Accelerate our value with meaningful customer connections at every level…e.g. Studio Engagements.

19. Thank You.