Leveraging a total household customer experience to become more competitive

  • Published on
    27-Jul-2015

  • View
    23

  • Download
    3

Embed Size (px)

Transcript

1. HGS Confidential www.teamhgs.com@Team_HGS Customer Optimizing the Experience helping our Clients to BecomeMore Competitive 2. General Session Overview 3. HGS Confidential www.teamhgs.com@Team_HGS Leveraging a Total Household Customer Experience to Become More Competitive Who is the customer? What does a total customer approach include? 4. HGS Confidential www.teamhgs.com@Team_HGS Leveraging a Total Household Customer Experience to Become More Competitive Future of Voice? Interactive Service? Self-help? Customer loyalty? 5. Total Household Approach 6. HGS Confidential www.teamhgs.com@Team_HGS Reality Check - Total household approach is required A total household servicing approach is evolving with the internet of things. Who is the customer? What does a total customer approach include? 7. Unified Customer Experience 8. HGS Confidential www.teamhgs.com@Team_HGS How Consumers Interact today? Telephone/IVR account for 65% of interactions, while self service accounts for 20% 2014 PercentageofInteractions 35% 30% 2.5 3% 20% 5 Phone IVR Outbound Alerts Chat SMS Self Service Social Media Care Corporate Driven Embedded Device Software Video Chat Gartner, 2014 65% 2014 7% 2014 20% 2014 Communities Customer Driven 2 9. HGS Confidential www.teamhgs.com@Team_HGS How Consumers Engagement Will Rapidly Evolve Digital Channels will be enable 78% of interactions 2018 Social Media Care Corporate Driven 10 12 5 5 2 3 30% 18% 10% 5 Phone IVR Outbound Alerts Chat Video Chat SMS Self Service Communities Customer Driven Embedded Device Software Gartner, 2014 22% 2018 28% 2018 30% 2018 10. HGS Confidential www.teamhgs.com@Team_HGS 11. HGS Confidential www.teamhgs.com@Team_HGS Steps to start a high impact chat session Step 1 Step 3Step 2 12. HGS Confidential www.teamhgs.com@Team_HGS Customer Optimizing the Experience helping our Clients to BecomeMore Competitive

Recommended

View more >