Presented by Upstream Works
Simplifying Cross
Channel Customer
Experience Management
Covered Today
• Simplify managing your customer's experience
for any channel
• Consistently deliver customer care that wil...
Three Measures of “CX”
• Measuring what people say to you
 Surveys
• Measuring what people say about you
 Social
• Measu...
What People Do
• “So how do you manage each customer relationship
individually? [] You need to build a system which
allows...
Channels for Interactions
• Assisted Service Modes
 Phone, email, web chat
 Retail, service provisioning; white mail
• S...
Changing Channels
Why Track Across Channels?
• Containment
 Find failure points that drive calls
 Find success points that drive calls
 U...
A single view
The Champion!
Current Approach
» Surveys
» Social Response
trends
Interaction Drivers
But why is this so hard?
Build for Expansion
Business Interaction Management
Advantages
• Contain scope with easy expansion
• Consistent view of any channel
• System independence for upgrades and
cha...
Best Practices
• Define a consistent set of information to collect
for any channel
 Normalize systems across all channels...
See the journey for every
customer
ROI
• Reduced calls
• Strategic process
management
• Evaluate channel
effectiveness
 ‘Right Channel’ customers
 Channel ...
Summary
• Create a single easy way to view interactions on
any channel
• Collect information that helps strategically
mana...
About Upstream Works Software
Business Interaction
Management
Track and save the entire interaction as it
happens. It’s easier to use and understand la...
Customer Insights
Customer
Experience
Performance
Improvement
Performance
Management
Training and
Staffing
Process
Improve...
Business Interaction Pain Points
• Problem: No methodology or technology used
provides a single comprehensive and auditabl...
Upstream Solution
• Upstream Works’ Business Interaction
Management, makes the collective of customer
interactions visible...
Coming Soon
www.upstreamworks.com
Look for the webinar – coming soon to Youtube First Call
Resolution
Upcoming SlideShare
Loading in...5
×

Simplifying Cross Channel Customer Experience Management

610

Published on

There is a wealth of information hidden in your company's interactions with your customers. However, because the information is spread across silos, it's a constant struggle to obtain actionable information that will improve your bottom line business and your relationship with your customers.
This presentation will discuss:

• How to simplify managing your customer's experience for any channel
• How you can consistently deliver customer care that will build your customer base and win increased loyalty across every contact channel
• Best practices for successfully deploying a multi channel strategy
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
610
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
37
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Simplifying Cross Channel Customer Experience Management

  1. 1. Presented by Upstream Works Simplifying Cross Channel Customer Experience Management
  2. 2. Covered Today • Simplify managing your customer's experience for any channel • Consistently deliver customer care that will build your customer base and win increased loyalty across every contact channel • Best practices for successfully deploying a multi channel strategy
  3. 3. Three Measures of “CX” • Measuring what people say to you  Surveys • Measuring what people say about you  Social • Measuring what people do  Interactions
  4. 4. What People Do • “So how do you manage each customer relationship individually? [] You need to build a system which allows you to track, capture, and analyze the millions of customer activities, both interactions and transactions, over a long period of time.”  Lucy Fusaro: The evolution of customer relationship management: From a market of millions to a million markets of one. 1999 • “A systematic approach to managing the touch points that drive customer experience will increase loyalty.”  (Understanding Touch points and your Customer Relationship Lifecycle – MCORP Consulting; 2009)
  5. 5. Channels for Interactions • Assisted Service Modes  Phone, email, web chat  Retail, service provisioning; white mail • Self Service Modes  Web; IVR; Kiosk • New Media  Social Response  Mobile  SMS/IM
  6. 6. Changing Channels
  7. 7. Why Track Across Channels? • Containment  Find failure points that drive calls  Find success points that drive calls  Understand why customers switch channels • Right Channeling  Ensure customers can use the channel they want to use and that you can manage that channel effectively. • Self Service Deflection  Determine what interactions should be put into self service and what not
  8. 8. A single view
  9. 9. The Champion!
  10. 10. Current Approach » Surveys » Social Response trends
  11. 11. Interaction Drivers
  12. 12. But why is this so hard?
  13. 13. Build for Expansion
  14. 14. Business Interaction Management
  15. 15. Advantages • Contain scope with easy expansion • Consistent view of any channel • System independence for upgrades and changes • Survey and social response linking
  16. 16. Best Practices • Define a consistent set of information to collect for any channel  Normalize systems across all channels and determine gaps • Link application databases, don’t integrate or merge • Define a reasonable scope  Consider all channels
  17. 17. See the journey for every customer
  18. 18. ROI • Reduced calls • Strategic process management • Evaluate channel effectiveness  ‘Right Channel’ customers  Channel containment • Reduced churn
  19. 19. Summary • Create a single easy way to view interactions on any channel • Collect information that helps strategically manage processes around the customer • Implement continuous improvement using the information collected
  20. 20. About Upstream Works Software
  21. 21. Business Interaction Management Track and save the entire interaction as it happens. It’s easier to use and understand later Provide in-your-face interaction context that’s role tailored for personalized service Pre-built best practices analytics
  22. 22. Customer Insights Customer Experience Performance Improvement Performance Management Training and Staffing Process Improvement All customer channels
  23. 23. Business Interaction Pain Points • Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business. » Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.
  24. 24. Upstream Solution • Upstream Works’ Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable  Combines technology and a methodology to track individual customer interactions across the business  Links outcomes to supporting interactions  Puts the collected information into a powerful form  Compliments existing applications and infrastructure
  25. 25. Coming Soon www.upstreamworks.com Look for the webinar – coming soon to Youtube First Call Resolution
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×