Cisco Confidential
The Road Ahead: The Disruptive Forces In Customer Collaboration
Alfonso Becerra [email protected]
@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%
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
Cisco Confidential
Thank You
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