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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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Is technology killing the contact center

Is Technology Killing the ManagementContact Center?

The upside of getting it right better experiences can drive revenue
The Upside of Getting it Right: ManagementBetter 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: ManagementCustomers 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: ManagementBetter Experiences Drive Better Returns

Source: Forrester and Watermark Consulting

Where are you today where do you need to be tomorrow
Where are you today? ManagementWhere 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 ManagementCustomer Experience

The Journey to a Better Customer Experience

Our vision the aware customer experience
Our Vision: The Aware Customer Experience 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 Customer ExperienceCenter 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 Customer Experience

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 Customer Experience









  • 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

Delivering a breakthrough experience focus on people and culture
Delivering a Breakthrough Experience: Customer ExperienceFocus 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: Customer ExperienceMore 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: Customer ExperienceAutomation 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: Customer ExperienceMultimedia 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 Customer Experience

  • 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: Customer ExperienceThe Call Centeris Dead.Long Live the Contact Center!

Customer experience

Thank Customer ExperienceYou!