HGS Confidential – www.teamhgs.com@Team_HGS
CustomerOptimizing the
Experience…helping our Clients
to BecomeMore Competitive
“
”
General Session Overview
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?
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?
Total Household Approach
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?
Unified Customer Experience
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
Perc
enta
ge o
f Int
erac
tions
35%
30%
2.53%
20%
5
Phone
IVR
Outbound Alerts
ChatSMS
Self Service
Social Media Care – Corporate DrivenEmbedded Device Software
Video Chat
Gartner, 2014
65%2014
7%2014
20%2014
Communities – Customer Driven
2
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
523
30%
18%
10%
5
Phone
IVR
Outbound Alerts
ChatVideo ChatSMS
Self Service
Communities – Customer Driven
Embedded Device Software
Gartner, 2014
22%2018
28%2018
30%2018
HGS Confidential – www.teamhgs.com@Team_HGS
HGS Confidential – www.teamhgs.com@Team_HGS
Steps to start a high impact chat session
Step 1 Step 3Step 2
HGS Confidential – www.teamhgs.com@Team_HGS
CustomerOptimizing the
Experience…helping our Clients
to BecomeMore Competitive
“
”
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