Cisco Confidential

The Road Ahead: The Disruptive Forces In Customer Collaboration

Alfonso Becerra alfonso@cisco.com

@abcerra Cisco Systems

Breaking Away From

the Pack

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The Road Ahead

The Trends

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Trend #1: Disruption

Disruption Is a Positive

Force for Improved Customer Experience

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So What are These Disrupters?

Translative Consumer

Expectations

Changes In Interaction

Dynamics

Technology and

Generational Behavior

The Social Effect

Vendor

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Trend #2: From “It” to “Part of It”

Is Customer Experience Top of

Mind Issue for Your Business?

Job Postings with “Customer Experiences” in Title

2005 2012 0

1M

Jobs

Time

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Trend #3: Translative Experiences

Life Event Mapping Ease-Of-Use

Employees First Online Excellence

Are You “Translating” These

Attributes into Your CC

Operations?

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Trend #4: The Bar Is Raised

Satisfaction Loyalty

Are “Satisfied” Customers a Risk for Your Business?

Experience Loyalty

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Trend #5: CC as a Transformer

Was A “Place”

Is A “System”

Becoming A “Service”

Not all Suppliers Are Ready or Able

To Make this Transition

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Trend #6: Mobile is the “New IVR”

Action: Is Your

Mobile Experience Contact Center

Enabled?

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Evidence of Trend #6

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Trend #7: Meet the New Boss, NOT the Same as the Old Boss!

AHT

FCR ASA

Service Level

Are FCR Strategies Present in Your

Business?

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Trend #8: Get to Know NPS

Is NPS Present in Your

Business?

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Trend #9: Experience Varies! Negative Positive

How Do You Rank Here?

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Trend #10: Channel Shift is Real

69% 68%

Inbound Voice

60% 54%

eMail

19% 37%

Online Chat

7% 27%

Online Forum

1% 19%

Direct Twitter

2009 2011

Source: Forrester

What is Your Channel Shift Experience?

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Summary

Disruption =

Opportunity

The Trends Are in The

Contact Center’s Favor

You’re Now Part of a

Bigger “It” Focus on

Verbs (Outcomes)

vs. Nouns

(Things)

Plot Your CXP Strategy

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Thank You