Welcome to
Get Connected
2018Headline sponsors:
09:00 Arrivals & Registration
09:30 Welcome Colin Hay - VP
09:50 Homer Simpson: the key to better Ziba Goddard – Cowry Consulting
conversations with customers
10:20 Customer Case Study Jason Bartram, Ombudsman Services.
10.50 Coffee Break
11:20 Compliance and customer experience – Tony Smith - Sales Director | PCI Pal
The Perfect Match
11:50 Don’t Neglect the Humans Carolyn Blunt - MD, Ember
12:20 Trends, Technology …and Beyond Kristoffer Lundnes - VP Innovation
13:00 Networking & Lunch
Exceptional Customer Experience - People, Process and Technology
Our speakers
Head of Core Consulting Cowry
Consulting
ZibaGoddard
Sales Director
PCI Pal
TonySmith
MD
Ember Real Results
CarolynBlunt
Head of Resource Planning
Ombudsman Services
JasonBartram
VP Innovation
Puzzel
KristofferLundnes
Next speaker:
Jason Bartram, Ombudsman Services
Speech Analytics: a customer case study
Speech Analytics
Current Status
• OS have deployed Voice Analytics since the start of the year
following a successful test drive back in 2017
• Since starting we have recorded some 252K calls across all
of our sectors
• We have implemented speaker separation which allows us to
analyse the language used by our own agents and those of
the consumer
• We have some “out of the box categories” that we can
analyse whilst we are also busy building our own.
Selecting the Team!
Winning Hearts and Minds
We think FAST
F
A
S
T
Fairness
Accuracy
Speed
Transparency
My Eureka supports this
• We are reinventing our QA framework
Good for Consumer
• 80 different vulnerable phrases captured and sorted into
twelve categories
Good for Consumer – Percentage of calls
• 29.1% of all captured calls were potentially dealing with
someone in a vulnerable position
Good for Consumer Quantifying the impact
• We are able to provide a league table in terms of the
percentage of calls on which vulnerability and a company
was mentioned
Good for Consumer Quantifying the impact
• We can drill down on each call/caller and provide real insight
Good for Business
Good for Business
GDPR – A Double Edged Sword
Summary
Think Like an Ombudsman
Next speaker:
Tony Smith, PCI PAL
«Compliance and customer experience: The perfect
match»
Compliance and Customer ExperienceThe Perfect Match
Tony Smith, Sales Director EMEA
• What is the impact of Compliance on the Contact Centre
– Impact on customer experience
– Impact on the agent
• What are compensating controls?
• The main misconceptions around compensating controls
• Descope for compliance
• Summary
Agenda
What is PCI Compliance?
PAYMENT CARD INDUSTRY DATA
SECURITY STANDARD
The challenge across the whole merchant environment
• …who is responsible for the payment gateway
used to take payments online and by phone?
• …and would they know how it’s configured?
Cardholder Present
eCommerce
Cardholder Present
Instore
Cardholder Not Present
Contact Centre
CUSTOMEREXPERIENCE
Conflicting needs
BUSINESS NEEDS
The evolution of customer experience
Source: 2017 Dimension Data Global Customer Experience Benchmarking Report
Broader and centralised
channel access options
Birth of contact centre
2000s
Consistent cross-channel support for
customers, via integrated digital channels
Omnichannel a top priority
2016 – 2018
AI enabled automation via behavioural
and profile personalisation’s
Robotics reimagining world of CX
2018 – 2020
1990s
Traditional call centres
telephone replaced
face-to-face
2010s
Multichannel the norm
telephone and digital improve customers’
channel options and ease of contact
2017
CX – proactive & customised
New trend towards pushed CX, tailored
and enabled by analytics and technology
Telephone-primed CX Digital-primed CX
• Personalisation
• Immediate
• Proactive
• Single agent resolution
• Choice of channel
• You to VALUE their data security as
highly as they do
What Do Consumers Expect?
Popularity of channel type by age group
Mobile apps top choice for those under 34
Telephone preferred for those aged over 35
Source: Dimension Data Global Contact Center Benchmarking Report 2017
• Customer loyalty
• Employee engagement
• IT standardisation / common applications
• Effective cost control
• Risk management
• Compliance
Businesses need?
COUNTING THE COSTS
Source: IBM Security, “2017 Ponemon Cost of Data Breach Study
$2.5 million
United Kingdom
$3.62 million
United States
€3.4 million
Germany Canada
$5.8 million
COUNTING THE COSTS
Source: IBM Security, “2017 Ponemon Cost of Data Breach Study
$1,000,000’s
At least 30-50% loss in direct customer revenue
$100,000’s
To repair your business’ reputation
$100,000 +
For damage control and finding the source of the
breach
$100,000 +
To take legal action
Post Breach Compliance
Verizon: 2017 Payment Security Report
Broken recordings
Complaint handling
Agent training
Other regulation
Expensive
Technically difficult
Affects all calls
Diminished morale
Impractical
Difficult to maintain
Customer care reduced
Pause / ResumeCall Recording
Pause / ResumeScreen Recording
EncryptedVoIP
Telephony
Clean RoomEnvironment
Technically difficult
Inaccurate
Agent training
What are compensating controls?
There are data security risks taking payments by phone and in contact centres…
Common misconceptions around compensating controls
1. These solutions prevent security breaches
2. They are just as good as a complete PCI DSS compliant solution
3. It’s a short cut to compliance
4. Compensating controls are effective in all environments
…are there alternative phone payment options available to merchants striving for security and compliance?
Yes…
DE-SCOPE
“…taking the card payment without handling the card data…”
De-scoping for ECOM payments
What is De-scoping?
De-scoping phone payments for PCI
De-scoping phone payments for PCI
Summary
• Compensating controls are not intended to fix gaps
• They are a band-aid solution
• The costs to your organisation of a data breach could be significant
• Remove the data from your environment – Yes to Descope!
• Simplify your customer journey for an improved CX
About Us
PCI Pal is a multi award winning cloud based secure payments provider. We specialise in Card Holder Not Present solutions for contact centres.
We have offices in both the UK and North America and are listed on the London Stock Exchange, AIM market under LON:PCIP.
For further information please visit:www.pcipal.comfollow us https://twitter.com/pcipal
Next speaker:
Carolyn Blunt, Ember
Don’t Neglect the Humans
© 2018 The Ember Group. Registered in England No. 06786292. 46
Let’s Not Neglect the Humans!
Carolyn Blunt FCIPD 27th June 2018
© 2018 The Ember Group. Registered in England No. 06786292. 47
Customer
Engagement
Consulting
Delivering
Change &
Transformation
Executive Search &
Recruitment
Insight &
Analytics
Learning,
Training &
Development
About Ember:We are a business services group providing specialist
management consultancy, analytics, training and executive search.
Our purpose: We’re joined by a shared ethos, of doing the right thing for our
clients, and a shared focus on the customer experience and how
to improve it – with the end goal of increasing value for our
clients.
What we deliver: We help you maximise the value from your customer engagement
initiatives.
Ember GroupWe’re the customer engagement & CX
specialists
© 2018 The Ember Group. Registered in England No. 06786292. 48
Nice to meet you
▪ Managing Director Ember Real Results.
▪ 15 years contact centre operational and L&D experience.
▪ Leading award-winning performance improvement projects for clients focusing on people skills.
▪ Using the latest digital L&D approaches and thinking.
© 2018 The Ember Group. Registered in England No. 06786292. 49
Who has ever considered buying a
new car?
© 2018 The Ember Group. Registered in England No. 06786292. 50
Are you tuned in?
▪ A decline in retail jobs –
the highest since records
began according to British
Retail Consortium (BRC)
▪ Unemployment is at its
lowest for 40 years
▪ We always ‘busy’
ourselves…
Ever feel like the pace of innovation and change is going faster?
That’s because it is.
© 2018 The Ember Group. Registered in England No. 06786292. 51
What does this mean for the contact centre?
Five trends to tune into…
1
2
3
4
5
A decline in jobs involving routine manual and cognitive tasks. By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner)An increase in jobs that require interpersonal interaction, situational awareness and the need to respond flexibly and rapidly to changes in the environment.
Technology will replace or automate some specific tasks within an existing job description – not always the entire job.
A “digital thread”, the ability to link Advisors to ‘just-in-time’ information through sensors and analytics to provide the right instruction or next best action.
More entrepreneurial and flexible forms of work that provide a sense of purpose.
© 2018 The Ember Group. Registered in England No. 06786292. 52
Three C’s
Conscience
Compassion
Creativity
© 2018 The Ember Group. Registered in England No. 06786292. 53
Conscience in the
Contact Centre (or home!)
▪ Giving Advisors a sense of purpose.
▪ Freeing them from process and allowing them to use their judgement to solve customer problems.
▪ Supporting Advisors with Training & Coaching for the framework of ‘ownership’.
▪ Creating a multi-talented, multi-channel Advisor who speaks up, innovates and is valued.
© 2018 The Ember Group. Registered in England No. 06786292. 54
Compassion▪ Listening for what is not said as well as what is
said.
▪ Personalising conversations with common sense.
▪ Liberated language, unforced and free.
▪ Coaching, training and support offered to steer direction and reinforce positive outcomes.
▪ Compassion is reflected in the leadership style and culture.
© 2018 The Ember Group. Registered in England No. 06786292. 55
Creativity
▪ Offer learning content that is outside the normal job/technical/soft skill spheres. For example, curation of interesting TED talks, articles, videos, podcasts on life skills,
hobbies, places.
▪ Make physical exercise part of the daily life – gym equipment
and team sports.
▪ Offer a Learning Hub with devices and relaxing spaces and
capacity plan for them to be able to use it.
▪ Engage front line teams in action learning sets to solve
business problems.
© 2018 The Ember Group. Registered in England No. 06786292. 56
Where are your future leaders coming from?
© 2018 The Ember Group. Registered in England No. 06786292. 57
2 out 3 millennials state their
organization’s purpose is a reason why
they chose to work there.
Only 1 out of 5 millennials in
organizational cultures without
perceived purpose are satisfied at work
Cultural Change
© 2018 The Ember Group. Registered in England No. 06786292. 58
How effective are your blended and digital learning strategies?
© 2018 The Ember Group. Registered in England No. 06786292. 59
Key Points
▪ Employees are pushing for
continuous skill development and
dynamic careers
▪ The ability to learn and progress is
now the principal driver of a
company’s employment brand.
▪ Only 1/3 of Millennials believe their
organization are using their skills
well.
▪ 42% say they are likely to leave
because they are not learning fast
enough.
Source: Deloitte 2017
Skills Development
© 2018 The Ember Group. Registered in England No. 06786292. 60
Learning Opportunities
© 2018 The Ember Group. Registered in England No. 06786292. 61
Micro-learning –minutes at a time.
Digital learning, content curated and pushed or self-directed.
Social learning.
Dedicated learning ‘zones’.
Gamified, rewarded learning.
Clear learner pathways and resources available to address ‘gaps’.
Peer-to-peer coaching, self assessments. Real-time feedback.
Modern Learning Opportunity
in a CC?
© 2018 The Ember Group. Registered in England No. 06786292. 62
Errol is Ember Real Results’ Online Learning platform.
Errol Owl - Overview
• Compliance• Job-specific knowledge• On-boarding support• Soft Skills• Gamification
© 2018 The Ember Group. Registered in England No. 06786292. 63
What can I do as a leader
in a CC?
© 2018 The Ember Group. Registered in England No. 06786292. 65
Not an
arse
Get
shit
done
Know how
to have
fun
Dream
big
© 2018 The Ember Group. Registered in England No. 06786292. 66
Reward & Recognition
© 2018 The Ember Group. Registered in England No. 06786292. 67
© 2018 The Ember Group. Registered in England No. 06786292. 68
020 7871 9797
GIVE US A CALL
LET’S GET DIGITAL
60 Trafalgar Square
London WC2N 5DS
HEAD OFFICE ADDRESS
T: @realresults101
L: linkedin/company/real-results-training-ltd
W: www.emberrealresults.com
© 2018 Ember Real Results
THANK YOU
07775 734858
Next speaker:
Kristoffer Lundnes, Puzzel Innovation
Trends, Technology... and Beyond
Trends, Technology …and Beyond
Presented by
Kristoffer Lundnes
Goal with an Innovation department
Strengthen Puzzel innovation capability and culture for innovation
Search to find and generate new revenue sources
Make it possible to think outside the box
Focus on innovation on new and around existing products
Innovation team
Simplified innovation process
Line organization
From:EmployeesCustomersPartnersOwners
…….
Resets every 6 month
Idea!
How to create engaging customer dialogues
…in a world in constant and rapid change
How to create engaging customer dialogues
…in a world in constant and rapid change
How to create engaging customer dialogues
…in a world in constant and rapid change
Channel choice
Contact channel preference differs with age groups
Channel choice
Channel popularity by age group
Source: 2016 Dimension Data Global Contact Centre Benchmarking Report
Different channels - different challenges
How patient are your customers?
Short Customer’s expected response time Long
High LowComplexity
The widget concept
1. Core widgets: Standard functionality
2. Partner widgets: Widgets developed by or together with
selected partners.
3. Customer widgets: Widgets developed by or together with
specific customers.
Core widget
Partner widget
Customer widget
Core
widgets
Customer
widgets
Partner
widgets
Puzzel focus areas going forward
Channels (live agents) Self-service
Voice, chat, email, social media, sms
Human interaction
Real-time and non-real-time
Proactive customer service
Knowledge base
Chat enhancements
Chat bots
Puzzel
Self-service channels are increasingly important
Rebirth of self-service through AI and Chat bots
“By 2020, the average person will have more
conversations with bots than with their spouse”
Gartner, 2016
Question:
Who is using chatbot today?
Question:
Who is using chatbot today? planning to use a chatbot tomorrow?
What is a chatbot and why is chatbots a hot topic now
“A chatbot is a computer program that simulates human conversation, or chat,
through artificial intelligence”
• High mobile penetration
• Rise of messenger apps
• Rapid advance in AI technology
Types of dialogue
Change
something
Solve
something
Tell me
something
Informational
Transactional Diagnostic or
Advisory
Bot opportunities
• Bots can answer 24/7
• Bots can handle lots of simultaneous chat sessions
• Bots can be integrated into existing business logic
• Bots can free up time for human agents
• Bots can handle peeks on call centers
Bot challenges
• To achieve a good bot experience a lot of bot training is needed
• Lots of vendors, lots of startups
• Integration is often not out of the box
• Handover to human agent is difficult to deliver seamlessly
• As always challenges introducing new user experiences
ReportsIntegrationsHandover agent
Puzzel Contact Centre Bot Frameworks
Conversational Platform
Generic API
Demo
Puzzel Bot features
• With Puzzel bot you can change bot framework as you like
• You can use all bot integrations done by Puzzel
• Puzzel has extensive experience in privacy , governmental
regulatory issues , GDPR, Data Processing Agreements etc.
• Bring your own bot
• Seamless handover between bot and human
• Reporting through existing agent reports
Questions?
Thanks!Kristoffer Lundnes –Vice President Innovation
+47 41915597 / [email protected]
Mashud Ahmed– Innovation Manager
+44 7714 397407 / [email protected]