1. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved. 1 TO BUILD A BETTER WORLD BY UNLEASHING THE POWER
OF GREAT CUSTOMER EXPERIENCE (CX)
2. The 21st Century Consumer $963 Billion Worldwide retail web
sales in 2013 1.52 Billion Facebook Users in 2014 74% Use More Than
3 Channels 87% Of World Population are Mobile Subscribers 25.4%
Engage in online shopping via mobile 1 Billion Smart Phones by 2016
19.4 % CAGR
3. Changing Customers Behaviour EXPERIENCE SOCIAL MEDIA LESS
ADVICE COMPARISON EMPOWERED
4. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.5 Customers Behaviour Is Changing
5. Not Necessarily Customers Leave Completly
6. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.7 Leakage Drivers Every Interaction is a Moment of
Truth timeInteraction Sales Support Back Office Billing Onboarding
Journey First BillProvisionWelcomeSign Up Interaction Interaction
Interaction Moments of Truth 90% 90% 90%90% Interaction CSAT At
every interaction customers form or change an impression about a
company -- Product or Service, Website, Marketing, Support, Sales
Interactions -- Poor Self-service Frustrating website Multiple
calls & emails Transfers Repeating Info Transfers Long holds
Repeat Calls Transfers Appointment setting difficult Reschedules
Wrong info at handoff context lost Unexpected bill Repeat calls
Repeat emails Loyalty Leakage 90% 90% 81% 73% 66% 100% 90% 90% 90%
66%Journey CSAT Interaction CSAT Scores
7. Customer Experience Matters and so does Effort 88%Of
customers with low effort increase spend < 50%Of customer
satisfied when channel switching Companies lost $83 billion last
year due to bad customer experiences Only 1 in 3 companies deliver
a positive customer experience Loyalty leaders outgrow competition
2.6x Of customers with low effort will repurchase 94%
8. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.9 Turning Analytics in to Action 2013, Genesys
Telecommunications Laboratories, Inc. All rights reserved.9 74% of
Consumers use at least 3 channels 25%of consumers use 1 or 2
channels 52%of consumers use 3 or 4 channels 22%of consumers use 5
or more channels 3 channels 4 channels 5 or more channels1 channel
2 channels Source: Ovum
9. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.10 Omni-Channel Customer Experience Net Promoter
Score Customer Satisfaction Customer Effort / FCR % of users using
the channel IVR Loyalty Value Chain Deliver seamlessly consistent
and personal experience across all channels and touch-points It
only works when it all works!
10. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.11 The Digital Channels Journey: Review components
and selling path strategy Extend Web Service Mobile App Email Web
Assist Social Media Digital Customer Service Basic Single Digital
Channel Interface Enhance Personalized cross channel communications
through Conversation Management Customer adds more channels as
needed
11. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.12 Mobile IVR/Contact Center In Person Web Social
Partial Web Form Fill Talk Chat Pickup Consult Group Tweet ID/Auth
Visual IVR Question Talk Optimal Experience: Customer is offered a
co- browsing session during the chat and customers problem is
resolved immediately! Customer Tweets: What a great experience I
had with Brand X LEVERAGING CUSTOMERS CROSS CHANNEL INTERACTION
HISTORY COULD HELP OPTIMIZE EXPERIENCE AND SAVE COST.
12. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.13 How the Customer feels Time Positive Feeling
Negative Feeling Gratify Satisfy Neutral Bad Horrible 1 2 3 4 5 6 7
9 10 Unacceptable Level Search for App Search successful
Functionality Starting transaction / inquiry Facing problem Emotion
Curve 8 Implementation Changing communication channel required Wait
time Starting all over again Resolved Customers emotions throughout
the service lifecycle significantly impact their loyalty
13. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.14 Customer Experience Memory Management?
http://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory.html
14. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.15 Customer Journey Discover Evaluate Buy Use Seek
Other Options Marketing Sales Customer Service Information
Help
15. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.16 Customer Journey Information Help Self-Service
Assisted Service What? Where? Information Good stuff! Amazing
service! Praise Doesnt work! Terrible service! Complaint
16. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.17 Customer Journey Doesnt work! Terrible service!
Complaint Information Help How would you know? What was the root
cause? What can we learn?
17. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.18 Customer Journey Doesnt work! Terrible service!
Complaint Information Help Good stuff! Amazing service! Praise
Operationalize Problem Solving
18. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.19 Customer Journey Information Help Self-Service
Assisted Service What? Where? Information Good stuff! Amazing
service! Praise Doesnt work! Terrible service! Complaint
19. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.20 Take Away 3 : Engagement
20. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.21 Social Media Guard
21. Yas Island AbuDhabii 14 March 2013 22
22. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.23 Customer Engagement Management Engagement will
become a key differentiator for businesses in 2013 By 2015, 90% of
organizations will architect a customer engagement hub, yet only 5%
will select the correct technologies to make it work. Source:
Garter, Michael Maoz
23. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.24 Gain customer insight Decide when to jump in
Meet Expectation Connect Multiple Channels Prioritize Empower your
Staff Setup a listening program Select the right tools Select your
Channels Social Engagement
24. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.25 Maturity Model Integrate knowledge base with
forums Distribute intelligently unanswered forum posts Establish
social network integration Capture user profile information as part
of customer record Monitor Social Media landscape through a service
Implement work flow to prioritize monitored conversations Implement
real-time view of Social Media interactions Enable mobile social
interactions with enterprise Create enterprise widgets embeddable
in any social environment Proactively engage forum users Create
virtual assistants to interact with customers in forum and social
sites Establish presence on social sites Monitor Social Media
through search engines Deploy Enterprise forums for support Define
Social Media strategy and ROI model Impact Time Establishment Phase
Consolidating Phase Performing Phase Optimizing Phase
25. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.26 Social Engagement Process Capture Messages and
Mentions Review Content and Associate Business Rules Distribute to
the Right Resource Handle and Respond using any media type
26. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.27 2013, Genesys Telecommunications Laboratories,
Inc. All rights reserved. Journey Appropriate Human touch 27 Right
Channel Right Person Right Time
27. Summary Customer Effort is Worth looking @ Social is not
only about Technology but Human Interactions Engagement on Digital
Channels is not only Improving CX but increasing Sales Revenue
28. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.30 Genesys Digital Channels All channels TRUE
Multi-channel Proactive Business agility Insights, operational CX
that differentiates your brand, raises loyalty, increases sales and
reduces cost
29. Thank you
30. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.33 Neglecting online customers Millions are spent
on web sites (and the advertising that directs customers to them)
but customers arrive at an empty store that offers no assistance,
and limited ability to buy
31. 2013, Genesys Telecommunications Laboratories, Inc. All
rights reserved.34 3 Statistics tell the story 58% of callers visit
a companys website prior to calling the contact center Corporate
Executive Board Only 6% of companies believe that the offline parts
of their business have visibility into how customers interact with
their websites eConsultancy 4% Median conversion rate on websites
MarketingSherpa 2012 Website Optimization Benchmark Report
32. In-house Research We shopped at 500 major online retailers
websites we went on a shopping spree
33. 36 We abandoned the cart on the last step of the purchase
as a registered user
34. 99.6% (498 of 500 stores) did NOT offer a proactive chat
after an item over $200 was removed from the cart of a registered
user What we Discovered
35. Only 7.19% (36 of 500 stores) followed up with an email
recognizing that an item over $200 was not purchased after it was
removed from the cart of a registered user What we Discovered