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Behind the S cene of an Excellent Customer Experience. Jean-Pierre Renaud. Behind the scene of an excellent customer experience. Today’s Customer Service and Sales Reality. Increasing Economic Pressures. Changing Patterns of Customer Service . Increasing Customer Expectations.

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today s customer service and sales reality
Today’s Customer Service and Sales Reality

Increasing Economic Pressures

Changing Patterns ofCustomer Service

Increasing Customer Expectations

Increasing Competitive Pressures

the autonomous consumer key drivers for new customer service reality
The Autonomous ConsumerKey Drivers for New Customer Service Reality

Uses Social Media Regularly

55%

have interacted with a company via social media

used their smartphone to comment on Facebook or Twitter about service received

39%

1 in 3

say convenience is more important than price

Frequently Starts on Mobile

would like web-chat offered while on company web site

68%

100%

Video usage at home has increased by

Uses video regularly

55%

would like to have their questions answered by video-chat

say organizations make it easy to switch

between different channels

17%

Uses multiple channels

82%

Always want to multiple channels available

94%

would like to be able to email the same agent they talk to

Empowered

58%

say they get better help from other consumers than call center agents

Source: Avaya and BT, The Autonomous Customer, January 2013

Customers Expect Personalized, Contextually Relevant Engagement

the upside of getting it right better experiences drive better returns
The Upside of Getting it Right: Better Experiences Drive Better Returns

Source: Watermark Consulting, 2013, www.watermarkconsult.net

exceptional customer experience drives
Exceptional Customer Experience Drives…

Drives Customer Lifetime Value

Customer Lifetime Value

Customer Lifetime Value

X

=

Customer Lifetime Value (CLV):

The value of a customer to a company over the lifetime of a business relationship

  • 66% of consumers will stop spending if the effort is too high
  • 75% of consumers keep spending if the customer experience is exceptional

Acquisition Costs

Length

of Relationship

Support

Costs

Customer Revenue

Customer Effort Impact Study, Avaya, 2013

future enablers of customer experience
Now and BeyondFuture Enablers of Customer Experience

Right Media,

Right Time

Enterprise wideEngagement

Actionable Insight

Customer Experience Drives Brand and Customer Lifetime Value

  • Avaya and BT, The Autonomous Customer, 2013
  • Wall Street Journal, April, 2011
how will you keep pace
How Will You Keep Pace?

Do I appreciate the impact customer experience could have on my organization’s brand and bottom line?

Does my current enterprise Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?

Are my processes, people, culture connected to my customer experience strategy?

Will my current technology enable 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…?

why avaya for customer experience management
Delivering Tomorrow’s Experience TodayWhy Avaya for Customer Experience Management?
  • #1Market share globally(36%) 1
  • Leader in Gartner Contact Center Magic Quadrant1
  • Global partner ecosystem of industry and application development specialists, backed by Avaya

Expertise and Best Practice

  • Customer Lifetime Valueunderpins CEM solutions
    • 97% of customers experiencing First Contact Resolution 2
    • 84%of customers satisfied with service3
    • 3x improvement in sales4
    • 30%headcountreduction while exceeding performance goals5

Positive Impact on Business Results

  • Solution to address currentrequirements and future growth
  • Proven Business Transformation and Customer Lifetime Value frameworks
  • Avaya commitment: “Your Path, Your Pace, Your Choice”
  • Mission-critical reliability so you can sleep at night

Proven, Reliable Solutions for Today and Tomorrow

Gartner, Magic Quadrant for Contact Center Infrastructure, WW, Drew Kraus, Geoff Johnson, Steve Blood, June, 2012

nTelos Case Study, 2012

ABN Amro Case Study, 2011

Malaysia Airlines Case Study, 2011

Wescom Credit Union Case Study, 2011

imagine
Creating a Whole New Customer Experience…For Each Customer, Every TimeImagine…
  • “Customer Experience Management;
  • Managing customer relationships as strategic assets,
  • converting satisfied customers to loyal customers,
  • and loyal customers to brand advocates.”

PERSISTENT CONVERSATION

AWARENESS

From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience

Right Media,

Right Time

Right Media, Right Time

Enterprise-wideEngagement

Actionable Insight

From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes

Enterprise wideEngagement

For Your Business

For Your Customer

For Your Employees

Valued

Experience That Creates Loyalty and Brand

Productive, Efficient, Retained Staff

ImprovedCustomer Lifetime Value for Higher Revenue & Margins

From Basic Understanding…

…to Knowing Preferences, Value, Current Situation... and Acting on It

Actionable Insight

our unique approach
The Contextually Aware, Persistent Customer ExperienceOur Unique Approach

PERSISTENT CONVERSATION

  • Application of All Relevant Context including Information, Resources and Processes

AWARENESS

Customer Sees One Company

Predict, Anticipate, and Respond

Holistic, Personalized Customer Experience

Company Sees One Customer

  • Connecting All Interactions as a Seamless Experience
slide12

Avaya Customer Experience Management... Addresses the Whole Customer Journey

Proactive renewal notification

Proactive promotion notification

Automated web chat support

Promote

Automated web chat support

Proactive delivery status update

Disconnect

Leaving

Renew

Online or mobile self service

Promotion

Offer

Purchase

Retain & Win-back

BreakdownDamage

Chase

Order

Place an

Order

Feel & Compare

Products

Maintain

Own

Buy

Select

Troubleshoot

Upgrade

Receive and Setup

Research Products

Use

Callback offer whilst in queue

Interesting!

Find Out More!

Receive

Online or mobile self service

MakePayment

Research

Learn to Use Product

Voice biometrics to identify / verify

Video kiosks or video self service

Onboard

Automated payment processing

Routing to ‘best’ resource

Proactive payment notification

  • Two thirds of the customer journey happens AFTER the purchase
day in the life scenarios
Business Problems and Challenges Day in the Life Scenarios
  • Retain existing, and acquire new, customers?
  • Innovate customer service and differentiate brand?

Increasing Economic Pressures

  • Accommodate new modes of service?
  • Improve customer satisfaction?

Changing Patterns of Customer Service

  • Know and treat each customer individually?
  • Tailor service to meet different needs?

Increasing Customer Expectations

  • Drive customer lifetime value?
  • Reduce cost to serve and improve productivity?
  • Simplify operations?

Increasing Competitive Pressures

the avaya customer experience framework
Actionable Insights. Better Engagement. Superior Results. The Avaya Customer Experience Framework

Awareness

INTERACTION

Connected, Intelligent, Persistent Customer Engagement

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

DESIGNSeamless, Connected Customer Experience

MANAGEMENTStreamlined, Simplified, Business Driven Management

PERFORMANCE

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

Persistent Conversation

Layer on New Capabilities

End to End Services and Delivery Options

Preserve Existing Investments

Leverage Common, Open, Connected Platform

Right Media, Right Time

Enterprise wide Engagement

Actionable Insight

avaya customer experience framework
Connected to a Larger EcosystemAvaya Customer Experience Framework

OutsourcersSupply Chain

Devices

Business Applications

MANAGEMENT

DESIGN

Business Processes

Your Customers

Contact Center

Collaboration Framework

Collaboration Framework

Open Framework to Connect with Avaya, Third Party and Competitive Solutions

Enterprise Resources

Networking Equipment

INTERACTION

PERFORMANCE AND ANALYTICS

EXPERIENCE MANAGEMENT

experience layer
The Experience Management PlatformExperience Layer
  • Personalized, Exceptional, Seamless Customer Experience

PERSISTENT CONVERSATION

AWARENESS

Monitors Contextual Awareness to Understand Your Customers, Your Resources, Your Business

Right Media, Right Time

Enterprise-wideEngagement

Actionable Insight

Manages and Adapts Business Rules required to achieve Target Customer Experience

Determines Next Best Action by applying Business Rules to Contextual Awareness to achieve Target Customer Experience

Executes Right Match of Resources to Each Customer Across Right Media at The Right Time

  • Optimal Utilization of Resources
performance layer
The Avaya Performance Management SuitePerformance Layer

Outstanding Business Performance

PERSISTENT CONVERSATION

AWARENESS

Right Media, Right Time

Real-Time Performance Platform - Real-time data collection, consolidation and processing from CC and enterprise sources leveraging data grid technology

EnterprisewideEngagement

Actionable Insight

Actionable Insight – Reporting and analytics modules provide critical insights into customer experience and business performance

Workforce Optimization - Suite of integrated WFO applications providing end to end feedback, quality, workforce management, coaching and training

Improved Customer Experience

business results driven technology transformation
Key Phases of Evolution to Address Business ChallengesBusiness Results Driven Technology Transformation

Enable

Connect

Engage

EFFICIENCY

SIMPLICITY

PRODUCTIVITYSYNERGY

DIFFERENTIATION

LOYALTY

  • 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
your journey to a superior customer experience
Avaya Can Help You Get ThereYour Journey to a Superior Customer Experience

Today

Transformation

Tomorrow

BusinessStrategy

People,Culture and Process

TechnologyStrategy

FinancialAssessment

Program Management

Continuous Improvement

your investment lives on
Our Commitment “Your Path, Your Pace, Your Choice”Your Investment Lives On

Operations and Services Protection

Financial Protection

Technology Protection

  • Capabilities out the box
  • Professional and partner services
  • Software as a Service and Managed Services offers
  • Software protection program
  • Software as a Service offers
  • No Rip and Replace
  • Modular approach: leverage existing, whilelayering on new
the customer the partner and avaya
The Customer, the Partner, and Avaya

Combining Strengths to Meet Customer Needs

Expert Team

Collaborating to Support Customers

Partner

  • Investment in relationship management
  • Value-added services
  • Local expertise and understanding
  • Vertical, horizontal, technology, and multivendor knowledge
  • R&D investment, best-in-class products
  • Scale and experience
  • Investment in vertical and horizontal solutions
  • Repository of best practices

Delivers

our promise
Delivering Tomorrow’s Customer Experience TodayOur Promise

Innovative, Market-Leading Ideas

Proven and Reliable Solutions

Business Results-Driven Focus

Your Path, Your Pace, Your Choice

slide23

Why data networking is so crucial…

“We need 1,000 more security cameras up by Friday”

“Our financial transactions need to be isolated by next week”

“We need to transfer a live server instance now!”

“We need a scalable and manageable BYOD deployment ASAP”

Throughput

Resiliency

Latency

Density

slide24

1

The old network needs to evolve to support today’s business speed

9

2

Whatif you could…

8

3

Add HD video surveillance and multicast sites in minutes

Deploy services on the fly

Create unlimited separated services with minimal effort

Deliverunified access solutions at the edge

EnableGuest, BYOD Access control all at once

Increaseand monitor real-time Network quality

Enable data center continuity within clicks

Reduce latency and time to service in the data center

Deliver collaboration applications in a stack

4

7

5

6

Would you be Interested?

superior service separation use case pci compliance
Superior Service SeparationUse Case – PCI Compliance

Avaya Fabric Connect

Edge-only configuration

Eliminate need for maintenance windows

Mitigate core configuration risk

Full isolation end-to-end

  • Must touch every affected device
  • Slower to configure
  • Must configure core of network
  • Dependent upon maintenance windows

New Service

New Service

Competition’s Interdependent legacy protocols

superior virtual networking use case multi tenancy outsourcing
Superior Virtual NetworkingUse Case – Multi-Tenancy: Outsourcing

Competition’s Interdependent legacy protocols

Avaya Fabric Connect

Highly scalable

Agile configuration

Simple troubleshooting

Highly dynamic

  • Extremely complicated
  • Practically un-scalable
  • Error prone
  • Static model

Financial (PCI)

Federal Aviation

Luggage System

Guest Access

business continuity even when an entire data center is lost
Business ContinuityEven When an Entire Data Center is Lost

OTV / MPLS

Fabric Connect End-to-End

2-Tier network design

Highly scalable

One technology end-to-end

With simple end-point provisioning

Multi-service – L2/ L3 virtualization

  • More tiers = more complexity and weaker performance
  • Still limited to 4096 VLANs
  • Fabric cannot extend across long distances;
  • L2 only
high performance data center
High-Performance Data Center

The 3 R’s, resiliency, resiliency and resiliency

Highly scalable

Agile configuration

Simple troubleshooting

Optimized for east-westtraffic

  • Built for north-south traffic
  • Additional tiers brings complexity and cost
  • Static model

Multi-Tier Legacy Data Center Architecture

Distributed ToR / Fabric Connect

Data Center Architecture

slide29

Thank You!

Jean-Pierre Renaud

Technical Customer Experience Solutions Architect

Avaya WW Distinguished Solutions Engineering

jrenaud@avaya.com