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Customer Experience On-Demand Webinar Series - Maximizing the Opportunities in Today’s Multi-channel Customer Journeys
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Customer Experience On-Demand Webinar Series - Maximizing the Opportunities in Today’s Multi-channel Customer Journeys

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Consumers are savvier than ever - with access to the web and social networks via advanced mobile technologies. They know how to get answers quickly, on a variety of devices. And when they contact your ...

Consumers are savvier than ever - with access to the web and social networks via advanced mobile technologies. They know how to get answers quickly, on a variety of devices. And when they contact your business directly, they expect and demand quick responses and personalized interactions with representatives who know their purchasing and contact history.

Watch “Maximizing Opportunities in the Multi-channel Customer Journey” the first session of our four-part webinar series, to learn how technology can help improve both your customers’ experience and your bottom line.

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  • Most people know Verizon as a wireless, FIOS or network provider but we’ve been delivering more than that to our enterprise customers. We’ve been providing contact center applications for the past 20+ years and we have a lot of contact center experience, running some of the largest contact centers in the world to support our own customers. We’ve been in the contact center market supporting our customers through the 90’s – when adding a toll free number for customers to call you meant you were providing good customer service; when ACD’s and IVR’s became prevalent in the market to enable self-service, information gathering and routing to the most agent and CTI was new. It was the years of mass customization – handling all customers with equal importance. During this time Verizon built up our base of 5000 customers with solutions from toll free to Hosted Intelligent Routing and IVR. Then came the 2000’s – when call centers became known as contact centers due to the emergence of additional channels such as email and chat. These were also the years that the transition to IP started, making cloud more of a reality for contact center technology to enable a virtual workforce. Segmentation became the norm for providing better service, treating groups of customers the same due to similar attributes such as how much that customer spends with you. During this time, Verizon became a leader in the IP Toll free and Hosted IVR markets with 17% of the Hosted IVR market and growing our IPTF revenue 10 times within 3 years.And now, we’re into the a new focus – a Customer Experience focus. Multimedia and cloud are expected technologies and contact channels and now Social has emerged as a new very important interaction channel. It’s all about personalizing the experience and ensuring positive social posts to get referral business. We know that the market is continually changing and we continue to change with it. The customer is now king more than ever. Verizon’s mission for this strategic marketplace is to Enable enterprises to deliver multimedia-driven customer experiences – based on user profile, preferences, location, and interaction history – via the device and medium of the users’ choosing. We hope you’ll look at Verizon to assist you in these areas.Today we want to share with you the experiences and the business benefit some of our customers have been able to achieve using orchestrated cross channel solutions that enable positive customer experiences. This 4 series podcast will provide some insight into the latest trends that are moving this business forward and provide you with some insight into some of the solutions that Verizon can offers. Case studies will be reviewed that show the benefits other enterprises have realized with these solutions. Verizon provides an integrated customer experience for you, our business customers, in that we’ve partnered with the best of the best to deliver core functionality of many of these solutions – solutions that can be used standalone or in conjunction with each other. The goal of these podcasts is to hopefully provide some nonbiased insight from a leading industry analyst in the communications space, Sheila McGee-Smith, while also providing a little background on how some of the technologies that we can offer have benefitted ours and our partner’s customers, enabling them to keep up with these trends and provide a satisfying experience for their customers while driving revenue and controlling costs.The first of this series will kickoff with a focus on the customer journey and multichannel customer support. Next we’ll explore how the cloud can help deliver on a positive customer experience. Third we’ll focus on the trend towards proactive outbound customer engagement, and finally we’ll consummate the series with insight on moving across communication channels in a way that can decrease costs while enhancing customer satisfaction.(then kickoff to the appropriate podcast, introducing Sheila)
  • 208 contact centre managers and directors between April and June 2011. Analysis of the results was carried out in Summer 2011.
  • You know the experience you want your brand to deliver and when you do … it is fantastic!!! And you and I are both painfully aware of what happens when we don’tThe challenge is that it takes an organization to unite and executive a great experience and this is the difference between leading and lagging brands. For most companies the silos still existing between marketing, sales and service with processes and KPI’s that are just not alignedWe need to understand the complete lifecycle and lens of our customer as they go through: Need &Research, in order to Select & Purchase, to Receive & Use and finally Maintain & RecommendAs we go through the Buy and Own cycles of the customer experience, let identify the moments of truth when deliver a great experience and where do we fall down…..And to start this process we recommend a common approach…
  • The Results:97% Self Service Rate30% Reduction in Calls1-2 % Call Abandonment RateLower Cost – by 20% year-over-yearIncreased RevenueBrand Advocates
  • 1,404% ROI on RightNow contact center solution Savings of approximately $870,000 50% incident reduction 94% CSAT score up from 58% Agent productivity increased 42%
  • Alla to close saying something like: Thank you for attending our _ (1st of 4, 2nd or 4, 3rd of 4, last ) session of on-demand webinars about how you can positively affect the customer experience. Visit our website or reach out to your Verizon account representative to learn more about these or other services with Verizon. We hope you’ll join our next webinar scheduled for ____ on _____(topic).

Customer Experience On-Demand Webinar Series - Maximizing the Opportunities in Today’s Multi-channel Customer Journeys Customer Experience On-Demand Webinar Series - Maximizing the Opportunities in Today’s Multi-channel Customer Journeys Presentation Transcript

  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series Alla Reznik
  • 2Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Please advance to the next slide where you can watch the video of this session. The total slide deck is available for your reference after the video. Thank you!
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3 PROPRIETARY STATEMENT This document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon’s service. This document and any attached materials are not to be disseminated, distributed, or otherwise conveyed throughout your organization to employees without a need for this information or to any third parties without the express written permission of Verizon. © 2014 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4 2000 Contact Centers 1990 Call Centers Multimedia, Cloud Emerge Transition to IP Starts Segmentation 2010+ CxM Solutions Mass Customization Wide Proliferation of Toll Free Emergence of IVR and ACD Social Media emerges Multimedia, Cl oud, IP rule Personalization/ Customer focus Market Evolution
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series Maximizing the Opportunities in Today’s Multi-channel Customer Journeys Sheila McGee-Smith
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6 Customer Effort HBR JULY-AUGUST 2010
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7 Customer Effort • Corporate Executive Board conducted interviews with customer service leaders and studied data from 75,000 customers – Customer Satisfaction (CSAT) is a weak predictor of customer loyalty – Net Promoter Score (NPS) is slightly better – Customer Effort Score (CES) has highest predictive power Source: CEB, Shifting the Loyalty Curve, Arlington VA, 2008, Page 69 Used by permission
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8 Understanding Customer Effort • Finding the number to call • Waiting for the call to be picked up • Dealing with a complex IVR (lots of menus, lots of choices) • Being queued in order to talk to an agent • Completing an identification and verification procedure • Being asked to repeat information within the call and across different calls/ contacts • Talking with agents who use jargon • Being in a conversation with high proportions of non-talk time • Being put on hold • Being in conversations with a high incidence of interruptions/ simultaneous talk • etc, etc…..
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9 Jenny Gary Barry Mike Anne Gordon Different Demographics … Fire and forget consumerist Digital DIY dude Silver surferNo nonsense trouble shooter Old fashioned service lover Grumpy old man
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10 … Prefer Constantly Changing Channels EmailDocument Phone Call SMS/MMS Message Website Web Chat Call Me Back Mobile Facebook Twitter Google + Other ??
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11 Percent of Customers Under 30 ContactBabel UK Contact Centre Decision-Makers' Guide (2011 - 9th edition) Used by permission
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12 Increasingly Delivering Improved Customer Experience Customer Experience 2010s and beyond1990s Infrastructure 800 Routing Call Routing Agent Groups 2000s Efficiency Self Service Agent Skills Email and Web 2000s Experience Back and Front Office Social Mobile Omni-channel
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 13 • Customer Effort is a new way to think about building customer loyalty, and can apply to streamlining effort of agents as well as customers • It’s not just consumer goods companies, but government, healthcare and not-for- profits that are increasingly addressing how to improve Customer/Citizen/Patient Experience • Contact centers continue to evolve, and the bar continues to rise, from addressing voice interactions to multi-channel to a need to coordinate experience across multiple channels • Different demographic groups require companies to provide a range of experiences Customer Experience
  • 14Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Empowering People – Powering Brands Customer Multichannel Journeys Judie Beshansky
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15 Deliver Experiences YOUR Customers Want “Be Relevant” “Know My History” The Customer Lifecycle Journey “Serve MY Needs” “Engage Me” “Reward Me” “Earn My Trust,” “Be Transparent” “Minimize The Risk” “Make It Easy” “Be Consistent” “Represent Me” “Give Me More Value”
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16 Deliver Measurable Value Across the Full Customer Experience Life Cycle R Retention (Build Trust & Strengthen Relationships) A Acquisition (Increase Sales & Adoption) E Efficiency (Reduce Costs & Effort) + +
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 17 Understanding The Business Value of CX Improve Service Quality & Reliability Drive Conversion Rate Generate More Opportunities Improve Multi- Channel Support Drive Loyalty & Advocacy Increase Average Order Value Retention Build Trust & Strengthen Relationships Acquisition Increase Sales & Adoption Improve Self- Service Increase Productivity Decrease Cost of Operations Efficiency Reduce Costs & Effort
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 18 Contact Center Social Web Web Self-Service Assisted Resolution Mobile Service Live Chat Email Management Self-Service Facebook Support Community Innovation Community Social Monitoring Cross-Channel Service Guided Resolution Collaboration Unified Agent Desktop Mobile Agent App Customer Feedback, Outreach, Analytics, Enterprise Knowledge Engage Verizon Interactive Contact A Complete Cross-Channel Solution Powered by:
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 19 Leveraging Deep Industry Experience High Tech Retail and Consumer Goods Telecom Travel and Hospitality Financial and Insurance Government and Education * Customer Information and Logos Provided by Oracle RightNow
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 20 Oracle Experience & Expertise Case Study – The Challenge • Completely New Market - Modern Consumers • Maximize Adoption of New Technology • Look for revenue opportunities • World Class Social Contact Center • Optimize use of Multiple Channels including Web, Social and Traditional Channels The Solution: • Provide Instant Effective Tech support & Comprehensive Web Self Service • Research, Purchase & Resolve Issues Through Web, Social and Contact Center Channels • Feedback through Surveys and Social Channels The Results: • Improved Self Service Rate • Significant Call Reduction • Decreased Call Abandonment Rate • Lower cost year-over-year • Increased Revenue • Brand Advocates
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 21 Oracle Experience & Expertise Case Study – Big Fish Games The Challenge • Launches Thousands of Games each year • Over 1B Games downloaded and growing • Global Support – 9 languages • Improve Customer Sat – not tech savvy clients • Consolidate / Streamline Support Channels • Build Customer Loyalty The Solution: • 360 degree view of customer history • Unique treatment – 1st time callers vs VIP’s • Web Self Service, KB, Email, Chat, Phone • Customer Feedback Survey The Results: • Significant ROI on RightNow contact center solution • Cost Savings • Reduction in incident / cases • 94% CSAT score up from 58% • Increased Agent productivity
  • Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Thank you for listening! Visit verizonenterprise.com for more information on Verizon solutions and access to more on-demand webinars. To request a sales consultation go to: https://www.verizonenterprise.com/Support/sales/.