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Data mashups xerox

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  • multi-channel, multi-touch point world.Tradition of direct one-to-one contactLove new touch pointsNavigate many touch pointsopportunity to delight the customer.customer experience.
  • Mapping the journey allows us to do something powerful,understand, predict and ultimately pre-empt Prevent calls save money. Reduce cost, improve experienceEmail setupReduce costListen and understand Big dataModelAnalytical tools

Transcript

  • 1. Multi Channel PhoneChat Email Social Retail Apps Online Consumer Brand Consumer Printed Video
  • 2. 2 Problem Prevention 1 Unconscious Problem Mitigation 2 Value-added Problem Mitigation 3 Self Service Problem Management 4 Contact Centre Proficiency 5 Analytics and Automation Problem Management to Problem Prevention