The Perfect Storm for Customer Engagement. 5 Vectors, competing forces. A seismic shift. An overview of 5 Vectors of Customer Engagement White paper.

1. 5 Vectors of
Customer Engagement
David Williams, Director Carpeo
www.linkedin.com/in/davidwilliamsh2x
24th May 2017, Newport
Download White Paper here:
https://app.tpointcloudplatform.com/CEP/tpointstudio/application/CARWEB

2. Consumer
5 Vectors of Customer Engagement

3. More Channels, less
attention, more
fairness

4. Consumers want joined up relevant experiences

5. Court of consumer
fairness plays out in
public
Net Effort drives re-purchase, complaints and
retention

6. Court of consumer
fairness plays out
in public
Are you prepared to publish your
customer service policies?

7. Animated stories are key

8. Economy
5 Vectors of Customer Engagement

9. Flat
Economy,
high
employment,
wage
inflation

10. More from less

11. Fight for talent intensifies

13. Shift Efficiency to Effectiveness

14. What is the biggest
challenge for your contact
centres?

15. Technology
5 Vectors of Customer Engagement

16. Those that live by the
sword will be shot by
those that don’t!
Gary Hammel, 2000

17. Pace of
Change
intensifies

18. Legacy doesn’t
have to hold you
back

19. Legacy doesn’t have to
hold you back
Everyone can be like
Uber!

20. Mobile First to
Voice First with
Bots
Google assistant video

21. Smart Everything
The Expanding Opportunity

22. Smart Everything
EVEN TRADITIONAL BUSINESS LIKE BRITISH GAS ARE
GETTING IN ON THE ACT
HIVE IS CHANGING THE RELATIONSHIP CONSUMERS
ARE HAVING WITH ENERGY & THEIR HOMES

23. How do you keep up
and where do you
start?

24. Regulatory
5 Vectors of Customer Engagement

25. Compliance bites
and cowboys get
squeezed out

26. GDPR drives re-evaluation
of contact strategies & Data
What goes
on in Vegas
stays in Vegas?

27. GDPR drives re-evaluation of contact strategies
SPAM – DESTINED TO BECOME A 2nd WORLD WAR PHENONMENON AFTER ALL!

28. Complaints the barometer

29. Transparency drives contact and cost

30. Market
5 Vectors of Customer Engagement

31. I’ve discovered I’ve got
this pre-occupation with
ordinary people being
pursued by large forces
Steven Spielberg

32. Direct Engagement
becomes more
important

33. Offshoring & re-shoring in
equal measure
LABOUR ARBITRAGE
QUALITY OF
EXPERIENCE
TYPE OF
INTERACTION

34. Digital Goliaths continue to dominate

35. The Hyperconnected consumer
ALWAYS ON, ALWAYS CONNECTED TO EVERYTHING & EVERYONE

36. 5 Vectors of
Customer
Engagement
The tensions…
Efficiency
Complexity
Privacy
Automation
Cost
Basics
Effectiveness
Simplicity
Utility
Engagement
Value
New

37. Those most adaptable to
change will survive and
thrive!
Charles Darwin

38. For more information contact:
Tiffany Nicholson – tiffany.nicholson@carpeo.com
www.carpeo.com