CUSTOMER EXPERIENCE. Emerging Trends and Best Practices in Customer Experience Management. < Speakers Name >. Is Technology Killing the Contact Center? . The Upside of Getting it Right: Better Experiences Can Drive Revenue.
Is Technology Killing theContact Center?
Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012”
Source: Forrester and Watermark Consulting
Do I Fully Know the Impact Customer Experience Has on My Organization’s Brand and Bottom Line?
Is My Current “Customer Experience” Strategy Unique, Consistent, Personalized, Integrated…?
Are My Processes, People, Culture Connected to My Customer Experience Strategy?
Will My Current TechnologyEnable the Growth That I Need…?
Can I Deliver a Sustainable, Growing ROI from My Customer Experience Investment?
How Do I Ensure That I Constantly Improve the Customer Experience…?
The Journey to a Better Customer Experience
Anticipate, and Respond
PersonalizedAcross Channels &Over Time
Actionable Insights. Better Engagement. Superior Results.
Connected, Intelligent, Persistent Customer Engagement
DESIGNSeamless, Connected Customer Experience
MANAGEMENTStreamlined, Simplified, Business Driven Management
End to End, Scalable, Real Time Business Intelligence and Insight
Layer on New Capabilities
Preserve Existing Investments
Share Common Services
Leverage Common, Connected Core
Right Media, Right Time
Enterprise wide Engagement
Delivering Breakthrough Experience Today
“Every customer interaction either helps or hurts the brand……There is no in between.”
Mary Murcott, CEO NOVO 1
“…As we migrate away from a social media strategy that was dominated by monologue, we can now more successfully execute a dialogue strategy that will fostermore nimble and efficient communication between the Minnesota Wild, the Xcel Energy Center and its fans.“
Vice President, Minnesota Wild
The Myth: The Call Centeris Dead.Long Live the Contact Center!