Customer experience
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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.

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Customer experience


Emerging trends and best practices in customer experience management

Emerging Trends and Best Practices in Customer Experience Management


Is technology killing the contact center

Is Technology Killing theContact Center?

The upside of getting it right better experiences can drive revenue

The Upside of Getting it Right: Better Experiences Can Drive Revenue

Source: Forrester March 2012 “The Business Impact Of Customer Experience, 2012”

The upside of getting it right customers willing to pay a premium

The Upside of Getting it Right: Customers Willing to Pay a Premium

  • 70% of consumers are willing to spend more money with a company that provides good customer service…

The upside of getting it right better experiences drive better returns

The Upside of Getting it Right: Better Experiences Drive Better Returns

Source: Forrester and Watermark Consulting

Where are you today where do you need to be tomorrow

Where are you today? Where do you need to be tomorrow?

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

The Journey to a Better Customer Experience

The Journey to a Better Customer Experience

Emerging best practice solutions for a differentiated customer experience

Emerging Best Practice Solutions for a Differentiated Customer Experience

Our vision the aware customer experience

Our Vision: The Aware Customer Experience

  • Aware of relevant context including history, resources, processes



One Company


Anticipate, and Respond

PersonalizedAcross Channels &Over Time

One Customer

  • Connecting interactions across channels into a seamless experience

Evolving the contact center to a customer experience framework

Evolving The Contact Center to a Customer Experience Framework

OutsourcersSupply Chain


Business Applications



Business Processes

Your Customers

Enterprise Resources

Collaboration Framework

Collaboration Framework

Networking Equipment

Avaya customer experience framework

Avaya Customer Experience Framework

Actionable Insights. Better Engagement. Superior Results.



Connected, Intelligent, Persistent Customer Engagement


  • 1:1 Matching of Customers to Resources using Contextual Awareness

DESIGNSeamless, Connected Customer Experience

MANAGEMENTStreamlined, Simplified, Business Driven Management


End to End, Scalable, Real Time Business Intelligence and Insight

Persistent Conversation

Layer on New Capabilities

Preserve Existing Investments

Share Common Services

Leverage Common, Connected Core

Right Media, Right Time

Enterprise wide Engagement

Actionable Insight

Results driven technology evolution

Results Driven Technology Evolution









  • Cost reduction and footprint consolidation

  • Build, optimize platform for growth

  • Transform customer experience

  • Fully leverage experience as a strategic asset

  • Evolve to connected, shared services model

  • Enhance routing and increase scale

Prioritize based on business impact

Prioritize Based on Business Impact

Delivering breakthrough experience today

Delivering Breakthrough Experience Today

Delivering a breakthrough experience focus on people and culture

Delivering a Breakthrough Experience: Focus on People and Culture

“Every customer interaction either helps or hurts the brand……There is no in between.”

Mary Murcott, CEO NOVO 1

Delivering a breakthrough experience more effective dialogs over social media

Delivering a Breakthrough Experience: More Effective Dialogs over Social Media

“…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.“

Jim Ibister

Vice President, Minnesota Wild

Delivering a breakthrough experience automation and first contact resolution

Delivering a Breakthrough Experience: Automation and First Contact Resolution


  • 99% of customers received ‘very courteous’ service

  • 97% of customers experienced first-call resolution

  • Over half of 6.6 millions calls received per year now automated

  • Just one automated ‘balance inquiry’ app saves 25,000 agent hrs/yr - $300K+ savings annually

Delivering a breakthrough experience multimedia and workforce management

Delivering a Breakthrough Experience: Multimedia and Workforce Management


  • Target service levels achieved 94% of time (up from 85%)

  • Surveys report “over-the-top” praise for agent call handling

  • Time required for complex scheduling reduced by 90%

  • Faster, more efficient handling of e-mail

Where to get started the action plan

Where to Get Started – The Action Plan

  • Next 30 Days:

    • What new customer behaviors and technologies are impacting customer experience in your industry?

  • Next 60 Days:

    • Build your customer experience map – which steps and interactions are most critical? Who owns the steps?

  • Next 90 Days:

    • Establish team and outline a plan

  • Next 120 Days:

    • Build out transformation roadmap

    • Prioritize quick-wins to gain broader support

The myth the call center is dead long live the contact center

The Myth: The Call Centeris Dead.Long Live the Contact Center!

Customer experience


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