A ttentive C ustomer
E xperience
Overview

How Important is Customer Experience ?

How Important is Customer Experience ?
If we define customer experience (CE) as ‘the degree to
which customers feel that interactions meet their needs’
85% say YES!

Staff engagement is key

Voice of the customer

The 4 P’s
Policy: Product:
• Support service vision • Product that answers
• Flexible enough to customer needs
customer • Verity of products
needs • Product ability to stand out
• Uniformity among all from the competition
service
agents
Procedure: People:
• Level of bureaucracy • Level of confidence
• Empower the agent • Level of professionalism
• Service level agreement • Level of courtesy
• Errors preventing • Level of empathy
• Level of reliability

“…after spending hundreds of
millions of dollars in implementing
CRM, I promise you, there’s not a
single CRM implementation today
that can tell you what the
customer really wants…”
wants…
ansys Attentive™ ACE
Esteban Kolsky,
Senior Research Director

Attentive™ Customer Experience
ACE
a proactive event-driven
Ongoing Feedback

Event Driven Customer Feedback
Customer interaction:
 Inbound / Outbound Calls
 Emails
Event
 Web site
 Face to face Continual Intelligent
 Self service improvement Sampling
 Field service
 Complaints
 Market research
 Or any other customer
Reports &
touch points… Analytics
Feedback
Automatic
Alerts

Event Driven Customer Feedback
Business Rules
When to get the feedback?
Event +24h, week, +1month,
quarterly, annually… Event
Whom to ask? Continual Intelligent
improvement Sampling
Representation of agents,
teams, customer profiles, event
types … Avoid harassment
How many? Reports &
Feedback
Quotas by event category, by Analytics
customer group, by department, Automatic
regions, business segments… Alerts

Event Driven Customer Feedback
What to ask?
Feedback based on:
Customer profile, Case details
and other attributes.
Event
Features
• Conditional Questions Continual Intelligent
• Multi lingual – Multi culture improvement Sampling
Which collection medium?
Telephone, Email, URL, IVR, Web
PDAs, Kiosk, SMS. Reports &
Feedback
Analytics
How to increase response Automatic
rate? Alerts
Relevance, in context,
incentives…

Event Driven Customer Feedback
Directly to relevant persons:
Team leader, Service quality
manager, mid / senior Event
management
Continual Intelligent
improvement Sampling
Alert rules:
• Individual recipient
• Aggregated groups
Creating tasks: Reports &
Analytics
Feedback
Recovery actions, training agent,
Automatic
policy reassessment…. Alerts

Event Driven Customer Feedback
Frequency:
Day, week, month, quarter…
Type: Event
Trends, unit comparison,
benchmark Continual Intelligent
improvement Sampling
Presentation tools:
PPT, Excel, HTML, Dashboard
Recipient:
Personalized & filtered Reports &
information Feedback
Analytics
Automatic
Interface: Alerts
BI, DW, statistical software, GIS

Event Driven Customer Feedback
ncrease customer satisfaction
& improve customer retention
Event
educe the risk of negative Continual Intelligent
improvement Sampling
word-of-mouth publicity (NPS)
Higher CSR satisfaction and
Reports &
Feedback
Analytics
engagement level Automatic
Alerts
Creates customer centric culture
horten the time required for
problems solving

Questionnaires

CATI
Interviewer screen

Attentive
Dashboard

KPI Dashboard Display

GIS Portal

Municipality – Satisfaction Survey in dealing complaints
9/2006 to 6/2007

Municipality - Distribution of water complaints
9/2006 to 6/2007

Customer Experience
In practice

Service quality, satisfaction & loyalty
(the orange case)
Improve service attributes General satisfaction with
Reliability Customer service
Improve service enablers: Responsiveness
85 Waiting time Helpfulness
Courtesy
80
75
70
65
60 General satisfaction with
55
orange
50
If had any choice would
45
choose orange again
40
35
12/99 3/00 12/00 3/01 7/01 11/01 3/02 8/02 12/02 5/03 11/03 12/04 9/05 7/06

Customer Complaints
4%
3%
2%
1%
2000 2001 2002 2003 2004 2005

Leumi card- Improvement in customer Satisfaction
2005-2008
100%
98%97% 90%
90% 90% 92% 94% 93%
90% 86% 90%
87%
87% 85% 82%
79%
80%
76%
70%
Efficiency 60%
50%
+
40%
satisfaction
30%
20%
10%
0%
problem solved in agent courtesy agent general
1-2 interactions (very good- professionalism satisfaction
excellent) (very good- (very good-
excellent) excellent)
2005 2006 2007 2008

Leumi card- improvement in loyalty
2007-2008
31% 36%
47%
43%
47%
39%
26%
17% 15%
Sep_07 Mar_08 July_08
poor loyalty medium loyalty high loyalty

“…It is not the strongest that survive
nor the most intelligent but the most
responsive to change…”
Charles Darwin (1853)

Q&A
Thank You
Eli Matara