CUSTOMER ENGAGEMENT IN A DIGITAL WORLD · Uberization of Society, including agents Big Data...

1 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

CUSTOMER ENGAGEMENT IN A DIGITAL WORLD

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VODAFONE GERMANY

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CHANGE

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Hyper Personal experiences every time

99% of all journeys start on the web

AI will change everything we know

Security, biometrics & compliance are hip

Uberization of Society, including agents

Big Data analytics will be the buzz in 2018

Video is a normal part of CX journeys

Multi-modal is the new norm

Industry verticals are re-inventing self

Blockchain and the next Internet: identity

Virtual & Augmented Reality

Message Apps will trump chat

50 Billion IOT devices

Device sensors, proximity & wearables

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AGE OF THE CONSUMER

16%

2014

2016

75%

EXPECTED INCREASE IN SELF-SERVICE IN 2016

CUSTOMERS THAT ARE ALREADY ON THE WEB WHEN ENGAGING

35%

2014

2016

NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS

51%

STILL, CUSTOMERS PREFER VOICE FOR MORE COMPLEX ISSUES

◉ The voice channel is becoming a secondary entry point and focuses on more complex queries

◉ The increased usage of channels requires ‘outside-in’ omnichannel thinking

◉ Self-service is not about deflecting, but about attracting

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CX MANAGEMENT INITIATIVES

79%

59%

28% 23% 23% 21%

Digital CX (webetc)

Mobile CX Social CX Physical facilityCX

Call Centerimprovements

MarketingInitiatives

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CX IS DRIVING DIGITAL TRANSFORMATION

63% 58% 57% 55% 55% 44%

Comm's

Central Gov Central Gov Central Gov

Education

Finance

Healthcare

Healthcare

Local Gov Local Gov Manufacturing

Retail etc

Services

Transport

Utilities

Improve customerexperience

Optimize businessprocesses

Increase productivity Automate businessprocesses

Reduce cost Create new digitalproducts and services

What are the main drivers for digital transformation?

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WHAT IS DIGITAL?

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Digital Transformation is the approach by which enterprises drive changes in their

business models and ecosystems by leveraging digital competencies.

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CX ENABLE DIGITAL BUSINESS THE GENESYS CUSTOMER EXPERIENCE PLATFORM

DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS

EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY

RUN YOUR BUSINESS AS A SMART BUSINESS

CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION

Marketing Sales Service

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EMPLOYEE DESKTOP IS THE FOUNDATION

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CLOSING THE MARKETING AND SERVICE GAP

◉The contact centre is a HUGE source of data

◉It is difficult to get that rich real time data into marketing campaigns

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CLOSING THE MARKETING AND SERVICE GAP

Richer campaigns

• Retargeting

• Sales attribution

Contact Centre Remarketing

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PREVENT LOST SALES

◉Losing web sales for simple to fix problems

◉Having the right employee available at the moment of opportunity is hard

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Abandoned online shopping carts will

represent an estimated $1.79 Trillion in lost

revenue.

2014 Inc. Magazine

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PREVENT LOST SALES

Total additional revenue for period - £1.5m ROI < 4 months

◉Increased Conversion

Rates

Shortened Agent Handle

Time

Improved Customer

Satisfaction

Better product

targeting

20% contracted mortgages start via proactive chat

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ENGAGE THE MOBILE CUSTOMER

◉Poor experience shifting from mobile self service to assisted service

◉Carrying context is hard

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ENGAGE THE MOBILE CUSTOMER

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ENGAGE THE MOBILE CUSTOMER

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ENGAGE THE MOBILE CUSTOMER

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ENGAGE THE MOBILE CUSTOMER

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ENGAGE THE MOBILE CUSTOMER

90%

5%

5%

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PROACTIVE DIGITAL

◉Regular events drives high inbound volume

◉Recognising the moment of need

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PROACTIVE DIGITAL

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DIGITAL SELF-SERVICE

◉Increasing digital interactions cause a strain on the business

◉Delivering digital self-service at the moment of need is hard

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DIGITAL SELF-SERVICE – MENU BASED

◉ Integration with Facebook Messenger

◉ Ability to offer personalized self-service bots to your customers to reduce traffic

◉ Ability to pass context between Facebook and Voice channels for improved routing

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DIGITAL SELF-SERVICE

◉ Drives the voice to digital shift

◉ Improve NPS with easier self-service

◉ Reduce AHT with higher self-service containment

◉ Reduce TCO with pre-built, omnichannel app framework

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KNOWLEDGE CENTRE

Improve self-service

Improve productivity

Reduce effort

Decrease Tier-2 Escalations

Improve Service to Sales

Conversions

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DON’T JUST TAKE OUR WORD FOR IT

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2 QUESTIONS FOR YOU

◉Who is driving DIGITAL

TRANSFORMATION in your business?

Is CUSTOMER ENGAGEMENT in their

DIGITAL AGENDA?

32 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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33 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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