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Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform. Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
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AAttentive ttentive CCustomer ustomer EExperiencexperience
OverviewOverview
How Important is Customer How Important is Customer Experience ?Experience ?
How Important is Customer How Important is Customer Experience ?Experience ?
85% say YES!85% say YES!
If we define customer experience (CE) as ‘the degree to which customers feel that interactions meet their needs’
Staff engagement is keyStaff engagement is key
Voice of the customer
“…after spending hundreds ofafter spending hundreds of millions of dollars in implementingmillions of dollars in implementing CRM, I promise you, there’s not aCRM, I promise you, there’s not a single C M implementation todaysingle C M implementation today that can tell you what the that can tell you what the
customer really wants…customer really wants…”
Esteban Kolsky, Senior Research Director
R R
ansys Attentive™ ACEansys Attentive™ ACE
AAttentive™ttentive™ CCustomerustomer EExperiencexperience
ACEACE
a proactive event-driven a proactive event-driven Ongoing Feedback Ongoing Feedback
Event
Intelligent Sampling
AutomaticAlerts
Event Driven Customer Feedback
Customer interaction: Inbound / Outbound Calls Emails Web site Face to face Self service Field service Complaints Market research Or any other customer touch points… Feedback
Reports &Analytics
Continual improvement
Event
Intelligent Sampling
Feedback
AutomaticAlerts
Business RulesWhen to get the feedback?Event +24h, week, +1month, quarterly, annually…
Whom to ask?Representation of agents, teams, customer profiles, event types … Avoid harassment
How many? Quotas by event category, by customer group, by department, regions, business segments…
Event Driven Customer Feedback
Reports &Analytics
Continual improvement
What to ask?Feedback based on: Customer profile, Case details and other attributes.
Features • Conditional Questions• Multi lingual – Multi culture
Which collection medium?Telephone, Email, URL, IVR, WebPDAs, Kiosk, SMS.
How to increase response rate?Relevance, in context, incentives…
Event
Intelligent Sampling
AutomaticAlerts
Event Driven Customer Feedback
Feedback
Continual improvement
Reports &Analytics
Directly to relevant persons: Team leader, Service quality manager, mid / senior management
Alert rules: • Individual recipient• Aggregated groups
Creating tasks: Recovery actions, training agent, policy reassessment….
Event
Intelligent Sampling
AutomaticAlerts
Event Driven Customer Feedback
FeedbackReports &Analytics
Continual improvement
Frequency:Day, week, month, quarter…
Type:Trends, unit comparison, benchmark
Presentation tools:PPT, Excel, HTML, Dashboard
Recipient:Personalized & filtered information
Interface:BI, DW, statistical software, GIS
Continual improvement
Event
Intelligent Sampling
AutomaticAlerts
Event Driven Customer Feedback
FeedbackReports &Analytics
Increase customer Increase customer satisfaction satisfaction
& improve customer & improve customer retentionretention
Reduce the risk of Reduce the risk of negative negative
word-of-mouth publicity word-of-mouth publicity (NPS)(NPS)
Higher CSR satisfaction Higher CSR satisfaction and and
engagement levelengagement level
Shorten the time required Shorten the time required for for
problems solving problems solving
Encourage improvement Encourage improvement on on the ground instead of the ground instead of through through top-down coerciontop-down coercion
Continual improvement
Event
Intelligent Sampling
AutomaticAlerts
Creates Creates customercustomer centric centric cultureculture
Event Driven Customer Feedback
FeedbackReports &Analytics
QuestionnairesQuestionnaires
CATICATI Interviewer screenInterviewer screen
Attentive Attentive DashboardDashboard
KPI Dashboard KPI Dashboard DisplayDisplay
GIS PortalGIS Portal
Municipality – Satisfaction Survey in dealing complaintsMunicipality – Satisfaction Survey in dealing complaints9/2006 9/2006 to to 6/20076/2007
Municipality - Distribution of water complaintsMunicipality - Distribution of water complaints9/2006 9/2006 to to 6/20076/2007
Customer Experience In practice
Service quality, satisfaction & Service quality, satisfaction & loyalty loyalty
(the orange case)(the orange case)
35
40
45
50
55
60
65
70
75
80
85
12/99 3/00 12/00 3/01 7/01 11/01 3/02 8/02 12/02 5/03 11/03 12/04 9/05 7/06
General satisfaction withCustomer service
General satisfaction withorange
If had any choice wouldchoose orange again
Improve service enablers:Waiting timeCourtesy
Improve service attributes Reliability Responsiveness Helpfulness
Customer ComplaintsCustomer Complaints
2000 2001 2002 2003 2004 2005
4%
3%
2%
1%
79%82%
86%90%
76%
87%85%87%
92% 90%90%97% 93%90%
98% 94%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
generalsatisfaction (very good-
excellent)
agentprofessionalism
(very good-excellent)
agent courtesy (very good-excellent)
problem solved in1-2 interactions
2005 2006 2007 2008
Efficiency
+
satisfaction
Leumi card- Improvement in customer Satisfaction 2005-2008
Leumi card- improvement in loyalty 2007-2008
26%17% 15%
43%47%
39%
31% 36%47%
Sep_07 Mar_08 July_08
poor loyalty medium loyalty high loyalty
“…It is not the strongest that survive
nor the most intelligent but the most
responsive to change…”
Charles Darwin (1853)
Q&AThank You
Eli Matara
![Customers Churn Prediction using Artificial Neural ... · devising of churn policy [16] is depicted in Fig. 2. Fig. 2. The Six Steps for Customer Churn Prediction. Churn prediction](https://img.pdfslide.us/doc/110x75/5e71a26fb4acff71e10cc1fe/customers-churn-prediction-using-artificial-neural-devising-of-churn-policy.jpg)
