NICE Fizzback - Voice of the Customer

NICE Fizzback Voice of the CustomerRoger Hughes, Sales Director

21 June 12

Agenda

NICE’s Vision of Customer Experience Management

The NICE Fizzback Solution

Business Impact and Value

Discussion – Q & A

3

Advocacy

Customers & Impact

38 point NPS gain30 point CSAT gain

61% reduction in complaints23% reduction in OPEX1m reduction in waste calls

20% increase in upsell14% reduction in returns

26% churn reduction 20% increase in save rate

8% brand trust increaseCustomer Service Awards

Loyalty

OPEX

BRAND

Spend

INDIRECT

DIRECT

INFERRED

Real-Time or Event-Driven Feedback

PhoneEmail Web SocialMedia

Chat

Fraud

Membership Points

Change in Credit

Limit

Statement

Late Payment

Payment

OnlineServicin

g

Credit Card Fees

Credit Card

Features

ApplicationProcess

Early Days

Activation

FirstStatement

Holistic Voice of the Customer – Direct, Indirect, Inferred

Customer Feedback: A Process to Drive Action

ENGAGEAll customers at key moments of truth

INTERPRETDerive meaning using natural language processing

ACTRespond rapidly to customer feedback

6

CAPTUREFreeform feedback using customers’ preferred channel

7

Customer Care

OutboundAgents Retail Web Social

Media IVR HomeInstallationBusiness

Real-Time Subscriber, Transaction, Enrichment Data

Intelligent Routing, Alerts & Insights

People Customer ManagementProcess

- Agent performance management- Agent coaching and compensation- Employee engagement

- Understand drivers of dissatisfaction- What is causing FCR failure - What is driving propensity to contact

- Intelligent routing for rescue- Closed-loop feedback- Customer retention

Artificial Intelligence: Natural Language Processor deriving category, sentiment, products & competitors across touchpoints.

Polling:Real-time transactional polling & right-time life cycle polling

CEM Framework

NICE Fizzback: Real-Time Direct Feedback…Operationalized

VOCVOC

HOW A CONSUMER ENGAGES IN THE PROCESS

Julia’s experience

Timing: Feedback request sent to Julia a few minutes after her interaction

Personalization: Personalized message mentioning both customer name and advisor name as well as the department contacted

Hi Julia, thanks for calling David in ABC Bank Card Activationearlier. We’d like to ask you 2 brief questions about your experience?

Q1 of 2. Overall how satisfied were you with the service David provided – on a scale of 10 (extremely satisfied) to 1 (extremely dissatisfied)?

Reply Delete


Awesome!

Send Save


Usability: Responding with “Awesome”, score is converted to 9/10

Engagement level:Response rates range between 25% and 55%


Great to hear that.

Q2 of 2: Did David recommend you buy Payment Protection Insurance?a) Yesb) No

Reply Delete


Adaptive: response to first question – “Great to hear that.”

Rotating questions: a single customer is asked one of the rotating questions

Volume: is sufficient to divide the analysis


Yep

Send Save


Natural: Yep is coded to “Yes”

Process is smooth and conversational


That’s great.

And finally we would welcome your feedback on the reasons for your ratings or how we could improve your ABC Bank experience.

Reply Delete


Scores: Are collected throughout the dialog

Verbatim: Request made for verbatim comments, so further insights can be gained into Julia’s experience


Really friendly rep gave helpful advice plus I love the fact I get cashback on what I spend and low International fees x

Send Save


Artificial Intelligence: derives key insight from the freeform comments:

Positive about Staff Rapport

Positive about Staff Knowledge

Positive about Products / Price

Mentioned key word “International”


Thanks for taking part. Your feedback about your experience will be used to help us continually improve our services.

ABC Bank

Reply Delete


Action:Julia’s score contributes to his bonus

David’s Team moves up the league table

Julia may be included in segment-based marketing for Travel Insurance offers in the future

Lots of great information derived from quick, freeform response

Julia feels valued and is ready to recommend!


Hi Steven, thanks for contacting Brian in ABC Payments yesterday. We’d like to ask you 2 brief questions about your experience?

Q1 of 2. Overall how satisfied were you with the service Brianprovided – on a scale of 10 (extremely satisfied) to 1 (extremely dissatisfied)?

Reply Delete

Steven’s experience: a different story

As with Julia, a feedback request is sent the day after Steven spoke with Brian in the Contact Centre


Not happy

Send Save

NICE Fizzback interprets negative sentiment in response, treats the customer as at-risk

Rather than forcingSteven to answer 0-10


Steven’s experience: A different story

Sorry you were not satisfied.

We would welcome your feedback on the reasons for your ratings or how we could improve your ABC Bank experience.

Reply Delete

Adaptive response is immediately sent Question 2 skipped as customer has expressed dissatisfactionMove straight to verbatim question to try to find out why Steven is not happy



Your staff are pleasant but the payment instruction could not be taken due to something wrong with your system!!!

Send Save

Fizzback artificial intelligence derives key insight from the freeform complaint:

Positive about Staff Rapport

Negative about the Process

Action:

Red alert sent to Payments Team

Early warning to Systems Team



The Feedback Management Process – Beyond Insight

Corrective action & ‘instant routing’

Visibility across channels & processes

Integration with key systems

21





HOW BUSINESSES LEVERAGE FEEDBACK TO DRIVE IMPROVEMENTS

Gain Clear Insight into Advisor & Process Performance

Compare these against your average Advisor Scores

Understand what your Customer sees as your Advisors weak areas.

Direct feedback is often less

contentious than manager feedback.

On average 80% of feedback is positive, which helps boost employee morale.

Clear, actionable intelligence in real-time

· Mood map · Geographic drill-down

· Employee leagues · Performance Measurement · KPI trending · Early-warning indicator

· Store leagues · Root causes

Response Manager

25

NICE Fizzback: Driving Employee Excellence

Identify ‘Role Model’ reps

Motivate reps with positive feedback

“I needed to change payments. The lady I spoke to was very helpful and patient with me. Thank you!”

Identify topics for individual coaching

Share improvements over time

NICE Fizzback – Key Differentiators

27

Event-drivenConversational feedbackResponse rates > 40%Driving enterprise-wide improvement

Multiple channels: Mobile (SMS), email, chatMultiple touch points: retail, branches, online, contact centers

Broad: End-to-end solution Deep: Specialists in performance improvement Expert: Expertise in business transformation

UniquenessUniqueness

Rapid ROICustomer recovery, retention & lifetime valueCustomersatisfaction and NPS scoresOperational efficiency & cost improvement

28

The Golden Rules of a Successful CEM Strategy

GOLDEN RULES

ENGAGE IN CONVERSATIONSIt’s not an interrogation. Engage your customers with natural dialog.

IN REAL-TIMETo increase their engagement and increase the impact you can make.

AND OPERATIONALIZE!Leverage the feedback directly to improve customer satisfaction, retain customers and even increase operational efficiency.

REALLY LISTENAcross touch points and customer preferred channels.

LISTEN A LOTAnecdotal information is not enough to make a difference.

Technology

NICE Fizzback - Voice of the Customer