NAME

DESIGNATION

COMPANY

TITLE

Patrick Peisker

R&D Senior Director

Avaya

Experience is everything - Customer journey in a digital first world

Online – prefer face-to-face if time permitting

Demographics is key to understandcustomer experience

DIGITAL IMMIGRANTS DIGITALNATIVES

Generation

ZBorn after 2000

TECHNOHOLICS

By 2025, Generation Y will comprise three-quarters of the global workforce.

Email and text message

Test messaging or e-mail

DEC

ISIO

NS

PR

EFER

ENC

E

MED

IAFace-to-face

Email or social media

Online and mobile (texting)

Digitally crowd-sourced

Omni-channel

Video(facetime)

Generation

XBorn 1960 -1979

Generation

YBorn 1980 -2000

Experience is

everything.

Traditional definition of a customer journey

Learns ofnew product

Asks social media for

recommendations

Chats online with chat

bot

Video chat with agent

Orders product on

tablet

Signs up forconfirmations via email and

SMS

An alternative perspective

Source: Nielsen Norman Group

Persona Situation

Phases

Actions

Emotions

Recommendations

Thoughts

Scenario A

Jake

Jake catches up on emails, news, social every night after work

His bank pushes a notification to his device checking whether it is a good time to connect with him on his investment portfolio

Jake is in a relaxed state and decides to connect

His financial advisor establishes a face-to-face video call and Jake confirms to activate his camera as well

After authentication of the call participants through voice biometrics and a successful discussion, Jake schedules a follow up session in a month time to re-review

Scenario B

Tami

Tami is riding the metro on her way to work when she decides to confirm the flights for her next vacation she looked up the night before

She initiates a collaboration session on the mobile app of her travel portal and Dave - the automated assistant - asks Tami whether she would like to continue with the booking session

Tami confirms and a booking dialogue is initiated in which she is presented with the flights she selected and enters remaining details

After confirmation and an in-dialog payment, Tami decided to get some additional advise on hotel and selects the call back now option

The travel advisor is presented with Tami's details and recommendations from travelers similar to her; while discussing options, the call drops as Tami's metro enters the station

She receives a callback from the same advisor; the advisor pushes a couple of videos to Tami in order to walk her through the hotel options visually

Enabling exceptional customer experience

#1

#2

#3

#4

#5

#6

Gateway to social networks

Analytics and insights

Open platform and Internet of Things

Automation and artificial intelligence

Smart agent workspaces and context

Attribute based routing

Closing thought

Exceptional customer also experience requires us to

SEE THE WATER

Source: Sara L. Beckman, Haas School of Business, University of California, Berkeley

Closing thought

1) Get out of your water

2) Look more closely at the water and all that goes on in it

3) Talk to other creatures that live in the water

4) Disturb the water

5) Chase down the old fish and ask him what he meant

Source: Sara L. Beckman, Haas School of Business, University of California, Berkeley

Thank you.

Take your customers beyondthe digital journey at our #Avaya booth.