The Road Ahead:The Disruptive Forces InCustomer Collaboration                               BreakingAlfonso Becerra       ...
The    The Trends             Road             AheadCisco Confidential
Disruption                                      Is a PositiveTrend #1: Disruption               Force for Improved        ...
So What are These Disrupters?                                  Translative              Changes                           ...
Trend #2: From “It” to “Part of It”                           Is Customer                                                 ...
Are YouTrend #3: Translative Experiences                        “Translating” These                                       ...
Are “Satisfied”Trend #4: The Bar Is Raised             Customers a                                        Risk for Your   ...
Not all SuppliersTrend #5: CC as a Transformer          Are Ready or Able                                         To Make ...
Action:                                         Is YourTrend #6: Mobile is the “New IVR”   Mobile Experience              ...
Evidence of Trend #6             Cisco Confidential
Are FCR StrategiesTrend #7: Meet the New Boss,                 Present in Your                                            ...
Is NPSTrend #8: Get to Know NPS        Present in Your                                   Business?            Cisco Confid...
Trend #9: Experience Varies!                      How Do You                                                  Rank Here?  ...
Trend #10: Channel Shift is Real                                    What is Your                                          ...
SummaryDisruption                         You’re Now                 Plot Your CXP    =                               Part...
Thank You            Cisco Confidential
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Fuerzas Disruptivas en la Colaboración con Cliente

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Alfonso Becerra, Consulting Systems Engineer de Cisco en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México

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Fuerzas Disruptivas en la Colaboración con Cliente

  1. 1. The Road Ahead:The Disruptive Forces InCustomer Collaboration BreakingAlfonso Becerra Away From alfonso@cisco.com @abcerra the Pack Cisco Systems Cisco Confidential
  2. 2. The The Trends Road AheadCisco Confidential
  3. 3. Disruption Is a PositiveTrend #1: Disruption Force for Improved Customer Experience Cisco Confidential
  4. 4. So What are These Disrupters? Translative Changes Consumer In Interaction Expectations Dynamics Vendor Technology and The Generational Social Effect Behavior Cisco Confidential
  5. 5. Trend #2: From “It” to “Part of It” Is Customer Experience Top of Mind Issue for Your Business? 1MJobs 0 2005 Time 2012 Job Postings with “Customer Experiences” in Title Cisco Confidential
  6. 6. Are YouTrend #3: Translative Experiences “Translating” These Attributes into Your CC Operations? Life Event Mapping Ease-Of-Use Employees First Online Excellence Cisco Confidential
  7. 7. Are “Satisfied”Trend #4: The Bar Is Raised Customers a Risk for Your Business? Experience Satisfaction Loyalty Loyalty Cisco Confidential
  8. 8. Not all SuppliersTrend #5: CC as a Transformer Are Ready or Able To Make this TransitionWas A Is A Becoming A“Place” “System” “Service” Cisco Confidential
  9. 9. Action: Is YourTrend #6: Mobile is the “New IVR” Mobile Experience Contact Center Enabled? Cisco Confidential
  10. 10. Evidence of Trend #6 Cisco Confidential
  11. 11. Are FCR StrategiesTrend #7: Meet the New Boss, Present in Your Business?NOT the Same as the Old Boss! AHT ASA FCR Service Level Cisco Confidential
  12. 12. Is NPSTrend #8: Get to Know NPS Present in Your Business? Cisco Confidential
  13. 13. Trend #9: Experience Varies! How Do You Rank Here? Negative Positive Cisco Confidential
  14. 14. Trend #10: Channel Shift is Real What is Your Channel Shift Experience? 69% 68% 60% 54% Inbound Voice eMail 200919% 37% 7% 27% 1% 19% 2011 Source: Forrester Online Chat Online Forum Direct Twitter Cisco Confidential
  15. 15. SummaryDisruption You’re Now Plot Your CXP = Part of a StrategyOpportunity Bigger “It” Focus on The Trends Verbs Are in The (Outcomes) Contact vs. Center’s Favor Nouns (Things) Cisco Confidential
  16. 16. Thank You Cisco Confidential
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