1 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
CUSTOMER ENGAGEMENT IN A DIGITAL WORLD
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VODAFONE GERMANY
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CHANGE
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Hyper Personal experiences every time
99% of all journeys start on the web
AI will change everything we know
Security, biometrics & compliance are hip
Uberization of Society, including agents
Big Data analytics will be the buzz in 2018
Video is a normal part of CX journeys
Multi-modal is the new norm
Industry verticals are re-inventing self
Blockchain and the next Internet: identity
Virtual & Augmented Reality
Message Apps will trump chat
50 Billion IOT devices
Device sensors, proximity & wearables
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AGE OF THE CONSUMER
16%
2014
2016
75%
EXPECTED INCREASE IN SELF-SERVICE IN 2016
CUSTOMERS THAT ARE ALREADY ON THE WEB WHEN ENGAGING
35%
2014
2016
NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS
51%
STILL, CUSTOMERS PREFER VOICE FOR MORE COMPLEX ISSUES
◉ The voice channel is becoming a secondary entry point and focuses on more complex queries
◉ The increased usage of channels requires ‘outside-in’ omnichannel thinking
◉ Self-service is not about deflecting, but about attracting
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CX MANAGEMENT INITIATIVES
79%
59%
28% 23% 23% 21%
Digital CX (webetc)
Mobile CX Social CX Physical facilityCX
Call Centerimprovements
MarketingInitiatives
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CX IS DRIVING DIGITAL TRANSFORMATION
63% 58% 57% 55% 55% 44%
Comm's
Central Gov Central Gov Central Gov
Education
Finance
Healthcare
Healthcare
Local Gov Local Gov Manufacturing
Retail etc
Services
Transport
Utilities
Improve customerexperience
Optimize businessprocesses
Increase productivity Automate businessprocesses
Reduce cost Create new digitalproducts and services
What are the main drivers for digital transformation?
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WHAT IS DIGITAL?
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Digital Transformation is the approach by which enterprises drive changes in their
business models and ecosystems by leveraging digital competencies.
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CX ENABLE DIGITAL BUSINESS THE GENESYS CUSTOMER EXPERIENCE PLATFORM
DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS
EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY
RUN YOUR BUSINESS AS A SMART BUSINESS
CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION
Marketing Sales Service
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EMPLOYEE DESKTOP IS THE FOUNDATION
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CLOSING THE MARKETING AND SERVICE GAP
◉The contact centre is a HUGE source of data
◉It is difficult to get that rich real time data into marketing campaigns
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CLOSING THE MARKETING AND SERVICE GAP
Richer campaigns
• Retargeting
• Sales attribution
Contact Centre Remarketing
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PREVENT LOST SALES
◉Losing web sales for simple to fix problems
◉Having the right employee available at the moment of opportunity is hard
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Abandoned online shopping carts will
represent an estimated $1.79 Trillion in lost
revenue.
2014 Inc. Magazine
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PREVENT LOST SALES
Total additional revenue for period - £1.5m ROI < 4 months
◉Increased Conversion
Rates
Shortened Agent Handle
Time
Improved Customer
Satisfaction
Better product
targeting
20% contracted mortgages start via proactive chat
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ENGAGE THE MOBILE CUSTOMER
◉Poor experience shifting from mobile self service to assisted service
◉Carrying context is hard
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ENGAGE THE MOBILE CUSTOMER
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ENGAGE THE MOBILE CUSTOMER
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ENGAGE THE MOBILE CUSTOMER
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ENGAGE THE MOBILE CUSTOMER
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ENGAGE THE MOBILE CUSTOMER
90%
5%
5%
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PROACTIVE DIGITAL
◉Regular events drives high inbound volume
◉Recognising the moment of need
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PROACTIVE DIGITAL
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DIGITAL SELF-SERVICE
◉Increasing digital interactions cause a strain on the business
◉Delivering digital self-service at the moment of need is hard
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DIGITAL SELF-SERVICE – MENU BASED
◉ Integration with Facebook Messenger
◉ Ability to offer personalized self-service bots to your customers to reduce traffic
◉ Ability to pass context between Facebook and Voice channels for improved routing
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DIGITAL SELF-SERVICE
◉ Drives the voice to digital shift
◉ Improve NPS with easier self-service
◉ Reduce AHT with higher self-service containment
◉ Reduce TCO with pre-built, omnichannel app framework
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KNOWLEDGE CENTRE
Improve self-service
Improve productivity
Reduce effort
Decrease Tier-2 Escalations
Improve Service to Sales
Conversions
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DON’T JUST TAKE OUR WORD FOR IT
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2 QUESTIONS FOR YOU
◉Who is driving DIGITAL
TRANSFORMATION in your business?
Is CUSTOMER ENGAGEMENT in their
DIGITAL AGENDA?
32 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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33 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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