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Charlie SneddenCalabrio
@CharlieSnedden
FOUR PREDICTIONS FORFUTURE PROOFING YOUR CONTACT CENTRE
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IN 2019,TECHNOLOGIES WILL CONTINUE TO EVOLVE AND COMPANIES WILL BECOME WISER TO GROWING AND CHANGING CUSTOMER DEMANDS. HERE ARE FOURKEY PREDICTIONS FOR THE YEAR AHEAD AND BEYOND.
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PREDICTION 1:THE FRAGMENTED CUSTOMER EXPERIENCE WILL COME TO A BREAKING POINT– KRIS MCKENZIE, SENIOR VICE PRESIDENT & GENERAL MANAGER FOR EMEA, CALABRIO
• AI-driven tech will expand
• Customer frustrations will increase
• Need to evaluate customer journey
• Offer right mix of new tech + traditional service
PREDICTION 1: The CX Breaking Point
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KEY FINDINGS FROM “ARE YOU LISTENING? THE TRUTH ABOUT WHAT CUSTOMERS WANT IN A DIGITAL WORLD”
48% of consumers said they are more loyal when they can get a hold of a
company quickly and easily.
58% of consumers believe that picking up the phone and talking to a
representative is the way to get the best and most efficient service, they prefer different methods depending on what they’re trying to accomplish:
23%said email
10%said website
7%said social media
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CALABRIO CUSTOMER QUOTE
“ARTIFICIAL INTELLIGENCE WILL TAKE ON A BIGGER ROLE IN THE CONTACT CENTER. ADVANCED DATA ANALYTICS THAT REVEAL POWERFUL VOICE-OF-THE-CUSTOMER INSIGHTS
WILL CREATE HUGE POSSIBILITIES FOR PERSONALISING THE CUSTOMER JOURNEY.”
GERBEN VAN EEKELERSENIOR IT ARCHITECT, RABOBANK
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PREDICTION 2:BETTER REPORTING SOLUTIONS WILL CLOSE THE ANALYTICS GAP– TOM GOODMANSON, PRESIDENT & CEO, CALABRIO
• Voice-of-the-customer data is untapped
• Need to get VoC data in front of the C-suite
• New reporting tools are key to this
PREDICTION 2: Closing the Analytics Gap
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KEY FINDINGS FROM “BUSINESS TRANSFORMATION AND ANALYTICS”
85% of executives agree data and analytics are important to informing sales and
marketing changes.
39% said they rely too heavily on one data point to inform decisions. Broken down
further we found 63 percent of CMOs and 65 percent of CIOs rely on one data point.
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CALABRIO CUSTOMER QUOTE
“WE HAVE TO EVOLVE THE DEFINITION OF ‘VOICE OF THE CUSTOMER.’ WE WORK ON ASSUMPTIONS A LOT OF THE TIME
WHICH CREATES WASTED TIME AND EFFORT. WITHOUT DIVING INTO ANALYTICS AND GETTING IN FRONT OF THE CUSTOMER, WE’RE
MISSING OUT ON GOLDEN OPPORTUNITIES TO GROW OUR BUSINESS AS CUSTOMER NEEDS EVOLVE.”
CHRISTINE KOLBESONSENIOR IT MANAGER, RACKSPACE
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PREDICTION 3:COMPANIES WILL LEARN THE ART OF LISTENING– REBECCA MARTIN, CHIEF MARKETING OFFICER, CALABRIO
• Customers want an emotional tie to a brand
• The human connection is critical
• Engage customers in the right way, time & channel
PREDICTION 3: The Art of Listening
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KEY FINDINGS FROM “ARE YOU LISTENING? THE TRUTH ABOUT WHAT CUSTOMERS WANT IN A DIGITAL WORLD”
WHAT DRIVES CUSTOMERS TO BE LOYAL TO A COMPANY?
61%said great products
and services
50%said when I complain
they listen to me and do something about it
48%said I can get a hold of someone quickly and
easily
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RECENT CALABRIO SURVEYS POINTED TO THE HUMAN CONNECTION:
79% think interacting with a human versus a chatbot or digital self-service
channel (e.g. email, Twitter) is an important part of good customer service/the customer experience.
71% of respondents confirmed emotion will be a more important part of the
customer experience in 2019.
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PREDICTION 4:COMPANIES WILL UNDO THE CHANNEL CHAOS THEY CREATED– MATT MATSUI, CHIEF PRODUCT OFFICER, CALABRIO
• Companies are adding new communication channels
• Must work towards omnichannel success
• Use cross-channel analytics to gauge effectiveness
PREDICTION 4: Undoing Channel Chaos
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KEY FINDINGS FROM “THE DANGER OF DIGITAL”
93% of companies think it’s important to provide a seamless, quality
experience across all channels
Yet only 45% believe they are effective at delivering that experience
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KEY CONTACT CENTRE PREDICTIONS FOR 2019
1. The fragmented customer experience will come to a breaking point
2. Better reporting solutions will close the analytics gap
3. Companies will learn the art of listening
4. Companies will undo the channel chaos they created
Charlie Snedden
Head of Solutions Consulting, Calabrio EMEA
@CharlieSnedden
Q&A
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