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TheNewEraofCustomerService
NATHAN COUTINHODirector, Collaboration Practice
nathan@cdw.com
This is what you want.
DISRUPTION IS REAL
THE SPEED OF CHANGE IS UNPRECEDENTED
EvolvingMarkets
CrowdsourcingRegulation
CryptocurrenciesNew IT BuyersTalent Shortage
EvolvingTechnologies
Software-DefinedSilicon Photonics
Digital ManufacturingMicro VirtualizationContainerization
EvolvingPlatforms
MobileInternet of Things
CloudSocial
EvolvingExpectations
Tech-Savvy Consumers
Rich, Integrated Experiences
Omni-ChannelGamification
DIGITAL TRANSFORMATION IS KEY
Digital Lifestyle
Digital Now
Digital Creeper
Digital Divide
Digital Bubble
Digital Noise
Digital is hitting us on all fronts
The Digital LIFESTYLEMobile Payments
Mobile Surveillance
Wearables
The Digital NOWInstant onInstant gratificationAll data, all devices, anytime, anywhere
• Over Targeting• Botnets• Drones
|TheDigitalImperative9
The Digital CREEPER
BEST User Experience
MIND the Widening Gap
Multi-medium RESPONSES
The Digital DIVIDE
Over Personalized & Over Filtered
Balanced Content
Randomized Targeting
The Digital BUBBLE
Notifications across every device in a different delivery format (mobile, email, SMS etc.)
Information overload
Possible abandonment
The Digital NOISE
The FUTURE…
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE
IT’S ALL ABOUT PERSONALIZATION
• Mobile• Native App on iOS• Apple Pay• TouchID – Rewards cards
etc.• Proximity - iBeacons etc.
• Cloud• Omni-Channel
experience
• Support• Persistent chat• Social channels
• Personalized Shopping• Predict my needs• Deliver custom deals• Inform me on sales on
previous purchases
WHEN THINGS GO HORRIBLY WRONG
Need topurchaseakid'sbed,researchedonline
Purchasemade online,localpickup OrderCancelled
Contactedcustomerservice,wasaskedtocall
localstore
Calledlocal store,indicatedtheycancelledorderduetostockcheck
Askedtoconfirmstock,waitedonphonefor20
min
Arrivedatstore,nothingwasready
Askedagain ifIwanted topickituprightaway?
Askedtoruncreditcardagainduetoorder
cancellation
Askedtosignupforrewardsprogram, thengivenplasticcardswith
nomobileappintegration
Askedtodrivetodock,nooneshows,nooneat
dock
Drovetothefrontandthenaskedtoarriveat
frontentrance
Needto purchaseakid'sbed,
researchedonline
Purchasemadeonline,local
pickup
Arrived atstoreandpickedupbed
WHEN THINGS GO WAY BEYOND EXPECTATIONS
Rash Tweet Email Conferencing Replacement
Social Collaboration
CustomerServiceManagement
How do we deliver the best
customer service experience?
#1: REIMAGINE THE CUSTOMER JOURNEY
• Build a 3 year digital strategy, be prepared to pivot
• Unify customer experience across all modalities and channels
• Rethink customer engagement
#2: EXPAND REACH• Self-help, repetitive advice/answers• Online community engagement• Click to call text/voice/video
#3: MODERNIZE PLATFORMS• Data: Big, Small, Analytics, Algorithms, Visualizations• IoT, Proximity, Omnichannel, Community, Contact Center• Infrastructure: Private, Public, Hybrid
Our JOURNEY with Digital Transformation• Delivering customer value through social
channels• Accelerating Marketing Automation• Experimenting with Advanced Analytics,
Machine Learning and Big Data
OUR PRACTICE FRAMEWORK:
Conferencing & Messaging
Voice
Video
Content Sharing
Office Applications
Portals
COMMUNICATIONS
Adoption & Integration
Contact Center
Omni-Channel
PRODUCTIVITY ENGAGEMENT
75+SolutionPartners
Full Lifecycle Multi-Platform Professional Services
100+Solution Architects
150+Services Engineers
18+Voice CCIEs
Solutions & Services Partners Accolades and Awards
1M+IP Endpoints Deployed
15+Years Hosting Experience
5,000+Collaboration Deployments
125+75+
WE KNOW COLLABORATION
CDW helps our clients bring the puzzle pieces together into a seamless experience end users expect
THE COLLABORATION PUZZLE: WE CAN HELP
VoiceVideo
Social
Content Sharing
Mobile
Conferencing
IM/Presence
Contact Center
Persistent ChatNATHAN COUTINHO
Director, Collaboration Practicenathan@cdw.com
TheNewEraofCustomerService
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