Digital	
  Engagement	
  	
  
Through	
  A	
  New	
  Lens	
  
#CXSelfie	
  
SPONSORED	
  BY	
  
How	
  To	
  Keep	
  Pace	
...
#CXSelfie	
  
Type	
  ques9on	
  here	
  
Welcome	
  Webinar	
  AEendees	
  
#CXSelfie	
  
Follow	
  This	
  Webinar	
  On	
  TwiEer	
  
#CXSelfie
@LivePerson	
  
@ExtracoBanks	
  
@RTouchPoints	
  
#CXSelfie	
  
About	
  Retail	
  TouchPoints	
  
ü  Launched	
  in	
  2007	
  	
  
ü  Over	
  28,000	
  subscribers	
  
ü...
#CXSelfie	
  
Panel	
  
Lindsay	
  Green	
  
SVP,	
  Managing	
  Director,	
  	
  
Extraco	
  Banks	
  &	
  Consul9ng
Anura...
#DigitalSelfie	
  
Agenda	
  
Background	
  On	
  The	
  Assessment	
  
	
  
Key	
  Trends	
  &	
  Takeaways	
  
–  Omnicha...
#CXSelfie	
  
About	
  The	
  Assessment	
  
Commissioned	
  by	
  LivePerson	
  
	
  
Asked	
  respondents	
  to	
  share	...
The	
  QuesPons	
  
u  Which	
  channels	
  or	
  touch	
  points	
  does	
  your	
  business	
  use	
  to	
  sell	
  and...
#CXSelfie	
  
Our	
  Cast	
  Of	
  Selfies	
  
Basic	
  customer	
  service	
  operaPons	
  
(call	
  center	
  or	
  email)...
#CXSelfie	
  
Need	
  to	
  focus	
  on	
  improving	
  customer	
  
service	
  response	
  Pmes	
  
	
  
Although	
  they	...
#CXSelfie	
  
The	
  Results	
  
#CXSelfie	
  
Key	
  Takeaways:	
  	
  
Omnichannel	
  Is	
  The	
  Goal…	
  
*That	
  means	
  they	
  have	
  consistent	...
#CXSelfie	
  
But	
  Not	
  The	
  Reality	
  
of	
  all	
  respondents	
  	
  
sPll	
  operate	
  with	
  silos	
  
78%	
 ...
#CXSelfie	
  
Businesses	
  Are	
  Siloed,	
  	
  
And	
  So	
  Are	
  Service	
  Teams	
  
best-­‐in-­‐class	
  	
  
organ...
#CXSelfie	
  
	
  One-­‐On-­‐One	
  Engagement	
  	
  
Creates	
  Real	
  RelaPonships	
  
#CXSelfie	
  
IdenPfy	
  Customers	
  	
  
Who	
  Are	
  Ready	
  To	
  Buy	
  
#CXSelfie	
  
PersonalizaPon	
  Is	
  Becoming	
  	
  
An	
  ImperaPve	
  
#CXSelfie	
  
Key	
  Goals	
  For	
  2015	
  
#CXSelfie	
  
Want	
  To	
  Learn	
  More?	
  
Download	
  the	
  E-­‐book!	
  
hEp://rtou.ch/des-­‐ebk-­‐lp	
  
Take	
  th...
#CXSelfie	
  
Panel	
  Discussion	
  
Lindsay	
  Green	
  
SVP,	
  Managing	
  Director,	
  	
  
Extraco	
  Banks	
  &	
  C...
#CXSelfie	
  
Omnichannel	
  Excellence	
  
#CXSelfie	
  
Embracing	
  Real-­‐Time	
  Engagement	
  
#CXSelfie	
  
Using	
  Data	
  To	
  Understand	
  Customers	
  
#CXSelfie	
  
IdenPfying	
  Ready-­‐To-­‐Buy	
  Visitors	
  
#CXSelfie	
  
Final	
  Tips	
  And	
  Best	
  PracPces	
  
| Page 26
•  Founded in 1995, a public company since 2000
(NASDAQ: LPSN)
•  More than 8,500 customers worldwide
•  More th...
#CXSelfie	
  
Q&A	
  //	
  Panelists	
  
Lindsay	
  Green	
  
SVP,	
  Managing	
  Director,	
  	
  
Extraco	
  Banks	
  &	
...
#CXSelfie	
  
Thanks	
  For	
  Joining	
  Us!	
  
h]p://rtou.ch/des-­‐web	
  
View	
  this	
  presentaPon	
  on-­‐demand	
 ...
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Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

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Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers

  1. 1. Digital  Engagement     Through  A  New  Lens   #CXSelfie   SPONSORED  BY   How  To  Keep  Pace  With  Connected  Customers  
  2. 2. #CXSelfie   Type  ques9on  here   Welcome  Webinar  AEendees  
  3. 3. #CXSelfie   Follow  This  Webinar  On  TwiEer   #CXSelfie @LivePerson   @ExtracoBanks   @RTouchPoints  
  4. 4. #CXSelfie   About  Retail  TouchPoints   ü  Launched  in  2007     ü  Over  28,000  subscribers   ü  To  provide  execuPves  with   relevant,  insighRul  content   across  a  variety  of  digital   medium   Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE
  5. 5. #CXSelfie   Panel   Lindsay  Green   SVP,  Managing  Director,     Extraco  Banks  &  Consul9ng Anurag  Wadehra     CMO,     LivePerson
  6. 6. #DigitalSelfie   Agenda   Background  On  The  Assessment     Key  Trends  &  Takeaways   –  Omnichannel  Excellence   –  Embracing  Real-­‐Time  Engagement   –  Using  Data  To  Understand  Customers   –  IdenAfying  Ready-­‐To-­‐Buy  Customers     Insights  From  Anurag  And  Lindsay   1   2   3  
  7. 7. #CXSelfie   About  The  Assessment   Commissioned  by  LivePerson     Asked  respondents  to  share  details  on   their  current  customer  engagement,   service  and  sales  strategies     Promoted  to  RTP  audience  and  on  social   media     Feedback  from  226  respondents  across   markePng,  service  and  e-­‐Commerce   related  Ptles       GOAL:  To  keep  a  pulse  on  current  digital   engagement  strategies  
  8. 8. The  QuesPons   u  Which  channels  or  touch  points  does  your  business  use  to  sell  and  engage   customers?   u  If  you  took  a  snapshot  of  your  customer  service  team,  what  would  it  look  like?   u  How  do  you  collect  and  use  feedback  to  turn  customers  into  brand  advocates?   u  How  quickly  do  you  respond  to  customers  when  they  need  you?   u  What  type  of  data  do  you  collect  and  use  across  service,  markePng  and  sales?     u  How  do  you  use  data  analyPcs  to  find  out  which  customers  are  ready  to  convert,  or   are  high  impact?   u  How  thoroughly  do  you  target  customers  and  personalize  their  experience  with  your   brand?   u  How  will  you  be  improving  your  sales,  markePng  and  service  “selfie”  in  the  next  6  to   12  months?    
  9. 9. #CXSelfie   Our  Cast  Of  Selfies   Basic  customer  service  operaPons   (call  center  or  email)       Service,  markePng  and  sales   departments  are  siloed     Unsure  how  to  improve  service,   markePng  and  sales  strategies   Are  up-­‐to-­‐pace  with  the  latest  digital   engagement  trends       Need  to  consider  more  real-­‐Pme  service   channels  such  as  live  chat  or  social  media     Engage  with  customers  the  same,   whether  they’re  new  to  a  site  or  are   ready  to  buy   ENTHUSIASTIC  NEWCOMER   TREND  WATCHER  
  10. 10. #CXSelfie   Need  to  focus  on  improving  customer   service  response  Pmes     Although  they  have  basic  customer   informaPon,  they  need  to  create  more   comprehensive  profiles  to  beEer   understand  customers     Customer  data  /  segments  need  to  be   shared  across  the  enPre  organizaPon   Customer  journey  needs  to  conPnuously  be   tracked  and  refined.  Are  customers  having  a   consistent  experience  across  all  channels?     PersonalizaPon  and  targePng  efforts  need  to   improve     Mobile  chat  and  other  real-­‐Pme  tacPcs   should  be  considered   CROSS-­‐CHANNEL  CHAMPION   DIGITAL  INNOVATOR  
  11. 11. #CXSelfie   The  Results  
  12. 12. #CXSelfie   Key  Takeaways:     Omnichannel  Is  The  Goal…   *That  means  they  have  consistent   sales,  markePng  and  service   strategies  across  all  channels.   best-­‐in-­‐class     organizaPons  and   of  laggards  describe   themselves  as   omnichannel   23%     Over   18%    
  13. 13. #CXSelfie   But  Not  The  Reality   of  all  respondents     sPll  operate  with  silos   78%    
  14. 14. #CXSelfie   Businesses  Are  Siloed,     And  So  Are  Service  Teams   best-­‐in-­‐class     organizaPons  and   of  laggard  organizaPons   say  their  service  teams   are  omnichannel   23%     Over   21%    
  15. 15. #CXSelfie    One-­‐On-­‐One  Engagement     Creates  Real  RelaPonships  
  16. 16. #CXSelfie   IdenPfy  Customers     Who  Are  Ready  To  Buy  
  17. 17. #CXSelfie   PersonalizaPon  Is  Becoming     An  ImperaPve  
  18. 18. #CXSelfie   Key  Goals  For  2015  
  19. 19. #CXSelfie   Want  To  Learn  More?   Download  the  E-­‐book!   hEp://rtou.ch/des-­‐ebk-­‐lp   Take  the  Assessment!   hEp://rtou.ch/ds-­‐assessment-­‐lp  
  20. 20. #CXSelfie   Panel  Discussion   Lindsay  Green   SVP,  Managing  Director,     Extraco  Banks  &  Consul9ng Anurag  Wadehra     CMO,     LivePerson
  21. 21. #CXSelfie   Omnichannel  Excellence  
  22. 22. #CXSelfie   Embracing  Real-­‐Time  Engagement  
  23. 23. #CXSelfie   Using  Data  To  Understand  Customers  
  24. 24. #CXSelfie   IdenPfying  Ready-­‐To-­‐Buy  Visitors  
  25. 25. #CXSelfie   Final  Tips  And  Best  PracPces  
  26. 26. | Page 26 •  Founded in 1995, a public company since 2000 (NASDAQ: LPSN) •  More than 8,500 customers worldwide •  More than 900 employees •  2 billion site visits and 20 million live engagements per month •  US $178 million revenues (2013) •  Headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London, Melbourne, Tokyo, Berlin and Amsterdam The Global Leader in Intelligent Digital Customer Engagement Creating Meaningful Connections Between Brands and Customers that Generate Value.
  27. 27. #CXSelfie   Q&A  //  Panelists   Lindsay  Green   SVP,  Managing  Director,     Extraco  Banks  &  Consul9ng Anurag  Wadehra     CMO,     LivePerson
  28. 28. #CXSelfie   Thanks  For  Joining  Us!   h]p://rtou.ch/des-­‐web   View  this  presentaPon  on-­‐demand  at:  

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