Is about giving customers the ability to
enjoy the same high quality brand
experience across every possible
connection cha...






Economic climate
Mobile connected customers
Social media
Informed customers - Showrooming
Expectations
 1st co...
 Information
 Information availability
 Information privacy
 Information quality





Lack of agent knowledge
Being transferred multiple times
Having to repeat information
Lack of interaction history
Channel preference
 62% voice
 18% email
 10% other
Internet use
 13.6m internet users
 Transact commercially 2012 - 3.9m
 Digital participation curve - 5 years
Social network use
 5.5m Twitter - 54m tweets/month
 9.4m Facebook
 2.7m LinkedIn
Smartphones
 14.7m
 5.6m BB
 1.1m iPhones
 1.4m Tablets

Mobility study
 Voice 65% (56% 19-24)down from 73%
 SMS 13%...





Integrate or replace existing
All from one vendor
Cloud
Listening and engagement Platforms
The Leading
Analytical Data Intelligence
Specialists

Thank You

© 2013 Effective Intelligence®
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
Customer Experience Optimization (CXO) – Building towards the omni-channel organisation
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Customer Experience Optimization (CXO) – Building towards the omni-channel organisation

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In today's challenging and competitive environment organisations should be striving to embrace the migration towards Omni-channel customer interactions, with the aim of creating a seamless customer experience, irrespective of channel or device. Achieving this transition however, brings with it, some complex challenges in the areas of integration, training, decisioning and reporting, and understanding the systems, information and processes required to bring it all together in real-time is essential to make these optimised customer experiences a reality.

Today experience is stronger than brand, and trust comes before loyalty.

Critically, now more than ever, the organisation needs to have the right information, for the right customer, at the right place, at the right time.

Published in: Technology, Business
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Customer Experience Optimization (CXO) – Building towards the omni-channel organisation

  1. 1. Is about giving customers the ability to enjoy the same high quality brand experience across every possible connection channel Unlike multi-channel, there isn’t a different strategy for each channel, all communication is consistent across all channels
  2. 2.      Economic climate Mobile connected customers Social media Informed customers - Showrooming Expectations  1st contact resolution  Integrated service channels
  3. 3.  Information  Information availability  Information privacy  Information quality
  4. 4.     Lack of agent knowledge Being transferred multiple times Having to repeat information Lack of interaction history
  5. 5. Channel preference  62% voice  18% email  10% other
  6. 6. Internet use  13.6m internet users  Transact commercially 2012 - 3.9m  Digital participation curve - 5 years
  7. 7. Social network use  5.5m Twitter - 54m tweets/month  9.4m Facebook  2.7m LinkedIn
  8. 8. Smartphones  14.7m  5.6m BB  1.1m iPhones  1.4m Tablets Mobility study  Voice 65% (56% 19-24)down from 73%  SMS 13%  Data 16% (24% 19-24)up from 12%  Mobile Banking Apps 13% up from 1%  Cellphone Banking 37% up from 28%
  9. 9.     Integrate or replace existing All from one vendor Cloud Listening and engagement Platforms
  10. 10. The Leading Analytical Data Intelligence Specialists Thank You © 2013 Effective Intelligence®

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