Slide 1: David Dzienciol, Chief Customer Officer & EVP of Technology
For personal use only DAVID DZIENCIOL CHIEF CUSTOMER OFFICER & EVP OF TECHNOLOGY
Slide 2: Customer experience is different to customer service
For personal use only CUSTOMER EXPERIENCE IS DIFFERENT TO CUSTOMER SERVICE
Slide 3: What is customer experience?
WHAT IS For personal use only CUSTOMER EXPERIENCE?
Slide 4: The customer is at the centre of everything we do
For personal use only THE CUSTOMER IS AT THE CENTRE OF EVERYTHING WE DO
Slide 5: Why is customer experience important?
WHY IS CUSTOMER EXPERIENCE IMPORTANT? For personal use only Customer Service Internal & Customer Quoting Provisioning Request Management Onboarding Customer Service Billing Reporting Management
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Slide 9: Cloud Plus testimonial
Jules Rumsey Chief Executive Officer For personal use only "Cloud Plus has partnered with NEXTDC as it offers state-of-the-art facilities, uniform rates and a single operations team across all sites and a self-service platform (ONEDC®) that gives us the visibility and control we need across all site
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Slide 13: Microsoft Azure testimonial
Toby Bowers Director, Cloud & Enterprise For personal use only “NEXTDC’s data centre footprint and the AXONVX switching fabric are making it easier than ever for customers to access secure, private connections from their on- premise networks to Microsoft Azure or Office 365 via ExpressRoute and exte
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Slide 16: HBF testimonial
David Gollan Group Chief Information Officer For personal use only “Our team at HBF are very impressed with P1, our new state-of-the-art home for HBF’s mission-critical service continuity centre. The relocation was seamless and NEXTDC’s support was invaluable, they ticked all the boxes for speed, se
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Slide 18: AWS testimonial
Stefan Jansen Head of Channels and Alliances, Australia For personal use only and New Zealand “Our customers are using the AWS Cloud to drive agility and innovation in Australia and beyond. NEXTDC is playing a key role in supporting customer success by expanding AWS Direct Connect availability in Au
Slide 19: Customer system screenshot
‘Accounts Opportunities Forecasts portunitios _F Cociaca _ Compalgae _ Leeds Contac Cosme) _tobebens Reapers” Desbbeer @ Home Price Books: view: (Ficnaeds 5ci9g Product Views ‘Asset Views: view: (AIL Aseets © || Recent Products product Name ppzois cena pues 20050 gsnsian aa inatasaon-incusiial- 36D
Slide 20: How important is customer experience?
HOW IMPORTANT IS CUSTOMER EXPERIENCE? For personal use only 74% Of senior executives 66% 89% Of consumers Of companies will believe that customer switched brands due compete based on experience impacts the to poor customer customer experience willingness of a experience (up from 36% in 2012) custome
Slide 21: Customer experience is the new battlefield
CUSTOMER EXPERIENCE IS THE NEW BATTLEFIELD For personal use only Companies expecting to compete mostly on the basis of customer experience Gartner: 2016 Customer Experience Survey 36% In 2012 89% In 2016
Slide 22: Mid-sized industries have the opportunity to compete on customer experience
MID SIZED INDUSTRIES HAVE THE OPPORTUNITY TO COMPETE ON CUSTOMER EXPERIENCE For personal use only Customers today demand deeper engagement Customer engagement is overtaking products of industry execs say data-driven 74% services will be their primary revenue source within 10 years Source: Salesforce
Slide 23: NEXTDC comms – what customers are saying
NEXTDC COMMS – WHAT CUSTOMERS ARE SAYING For personal use only "ONEDC "I can search "It’s clear who’s makes it "The CPI increase was my emails for responsible for simple and clear – so my everything I each service". easy to do the need". Purchase Orders were things I need to do". easy to create". “I
Slide 24: Technology investments – customer billing
TECHNOLOGY INVESTMENTS – CUSTOMER BILLING For personal use only
Slide 25: NEXTDC communication – customer notifications
NEXTDC COMMUNICATION – CUSTOMER NOTIFICATIONS For personal use only
Slide 26: NEXTDC's digital transformation
NEXTDC’S DIGITAL TRANSFORMATION For personal use only
Slide 27: FY18 technology priorities
FY18 TECHNOLOGY PRIORITIES For personal use only CORE IT OPERATIONS DATA CENTRE INFORMATION PRODUCT DEVELOPMENT SYSTEMS
Slide 28: Security
For personal use only SECURITY
Slide 29: NEXTDC offers more than colocation
NEXTDC For personal use only OFFERS MORE THAN COLOCATION Real-time alerts and on-demand reporting High-speed, secure connectivity
Slide 30: IDC quote on data center visibility and automation
“ For personal use only IT departments need better visibility into their data center infrastructure and more automation. Jennifer Koppy, IDC Research Director nextdc.com
Slide 31: Manage and monitor
For personal use only MANAGE AND MONITOR Keep tabs on your racks with real-time intelligence
Slide 32: DCIM adoption
DCIM ADOPTION For personal use only CAGR 2016-2021 GLOBALLY 20.3% The global DCIM market 56% of organisations with a accounted for US$546M in data centre operation 2015 and is expected to have purchased or are reach $US1.65B by 2021 considering commercial Zion Market Research: DCIM Market, Global In
Slide 33: ONEDC DCIM-as-a-service
ONEDC® DCIM-AS-A-SERVICE Intelligence on every aspect of your data centre service in one central cloud platform For personal use only REAL-TIME Monitor status and be alerted before issues arise CONTROL Automation means efficient management of your space VISIBILITY A remote view of all your critical
Slide 34: ONEDC packages at a glance
ONEDC PACKAGES AT A GLANCE For personal use only Telemetry Advanced Package Management Package Access Management Power Monitoring Environment Monitoring We’re continuing to develop features to Service Management support customers Infrastructure Visualisation and Management evolving needs. Connectivi
Slide 35: Smarter connectivity
For personal use only SMARTER CONNECTIVITY Create secure, high-speed connections between your data centres, networks and clouds.
Slide 36: Customer's connectivity needs
CUSTOMER’S CONNECTIVITY For personal use only Clouds NEEDS Carriers Inter-state DCs Metro Racks Data Centres
Slide 37: NEXTDC connectivity offerings
NEXTDC CONNECTIVITY OFFERINGS For personal use only INTERSTATE / LOCAL METRO INTERCAP Data Centre Cross Connect to Local AXON Ethernet Cross Connect NEXTDC Data Centre Elastic Cross Connect Inside same NEXTDC Between same city NEXTDC NEXTDC and other Data Centre Data Centres Data Centres
Slide 38: Start with the customer experience – Steve Jobs
You’ve got to start For personal use only with the CUSTOMER EXPERIENCE and work back toward the technology. – Steve Jobs