Leading with

Genuine Customer Experiences

Meet the experts

ADP + Storyworks1

Beth ZampieriDivision VP, Client Experience &

Innovation, ADP

Jeff FritzFounder & CEO, Storyworks1

Biggest changes in the customer experience?

#cx

o Customers expect a better experience:o Better accuracy, response time, relevance

and omni-channel integration

o 90% of customers want a self-service experience

o More than 30% of customers would rather clean a toilet than call a customer service rep

Biggest changes

according to customers

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What has not changed?

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o Customers want to be treated well

o Experience must be consultative and consistent

o Companies must accelerate resolution while clients focus on priorities

Remains the same

according to customers

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What role does technology play?

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o Technology helps us understand the full customer profile

o Digital experiences provide information about preferences

o Technology empowers customer relationships

o Touch points provide a continuous learning experience

Technology impact

and the customer experience

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Does mobile help or hurt?

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o Mobile accelerates the customer experience

o Changes the game for response timeso At a recent Salesforce conference, we

learned that customers expect an answer within an hour

o Customers become ambassadors within online communities

Mobile impact

and the customer experience

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How is ADP improving the customer experience?

o Voice of the Client CX Program via partnership with Medallia

o Developing a unified and standardized service modelo Clients experience “one ADP”

o Mobile has become a leading channel for ADP clientso New ADP apps o ADP Marketplace

How ADP is evolving

their customer experience

#cx

More questions?

@bethzampieri @jefffritz

Tweetus!

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Thank you! Let’s get social

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