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.
Emerging Trends and Best Practices in Customer Experience Management <SpeakersName>
Is Technology Killing theContact Center?
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 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 Source: Forrester and Watermark Consulting
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
Emerging Best Practice Solutions for a Differentiated Customer Experience
Our Vision: The Aware Customer Experience Aware of relevant context including history, resources, processes PERSISTENTCONVERSATION AWARENESS One Company Proactive 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 OutsourcersSupply Chain Devices Business Applications CustomerExperience Framework Business Processes Your Customers Enterprise Resources Collaboration Framework Collaboration Framework Networking Equipment
Avaya Customer Experience Framework Actionable Insights. Better Engagement. Superior Results. 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 Preserve Existing Investments Share Common Services Leverage Common, Connected Core Right Media, Right Time Enterprise wide Engagement Actionable Insight
Results Driven Technology Evolution 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
Prioritize Based on Business Impact
Delivering Breakthrough Experience Today
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 “…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 Value 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 Value 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 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 Centeris Dead.Long Live the Contact Center!