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NICE Fizzback - Voice of the Customer

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NICE Fizzback - Voice of the Customer

  1. 1. NICE Fizzback Voice of the Customer Roger Hughes, Sales Director 21 June 12
  2. 2. AgendaNICE’s Vision of Customer Experience ManagementThe NICE Fizzback SolutionBusiness Impact and ValueDiscussion – Q & A
  3. 3. 3
  4. 4. Customers & Impact 38 point NPS gain 30 point CSAT gain Advocacy 26% churn reduction 20% increase in save rate Loyalty 20% increase in upsell 14% reduction in returns Spend 8% brand trust increase BRAND Customer Service Awards OPEX 61% reduction in complaints 23% reduction in OPEX 1m reduction in waste calls
  5. 5. Holistic Voice of the Customer – Direct, Indirect, InferredDIRECT Real-Time or Event-Driven Feedback Email Web Phone Social Chat MediaINDIRECT Activation Credit Membership Early Card Online Points Days Features Servicin g PaymentINFERRED Application Process Stateme nt Fraud Credit Late First Card Fees Change Statement Payment in Credit Limit
  6. 6. Customer Feedback: A Process to Drive Action ENGAGE CAPTURE All customers at key moments Freeform feedback using customers’ of truth preferred channel ACT INTERPRET Respond rapidly to customer Derive meaning using natural feedback language processing 6
  7. 7. CEM Framework Customer Outbound Social Home Retail Web IVR Business Installation Care Agents Media Real-Time Subscriber, Transaction, Enrichment Data Artificial Intelligence: Natural Language Processor deriving category, sentiment, products & competitors across touchpoints. Polling: Real-time transactional polling & right-time life cycle polling Intelligent Routing, Alerts & Insights People Process Customer Management- Agent performance management - Understand drivers of dissatisfaction - Intelligent routing for rescue- Agent coaching and compensation - What is causing FCR failure - Closed-loop feedback- Employee engagement - What is driving propensity to contact - Customer retention 7
  8. 8. NICE Fizzback: Real-Time Direct Feedback…Operationalized VOC
  9. 9. HOW A CONSUMER ENGAGES IN THE PROCESS
  10. 10. Julia’s experience ENGAGE All customers at key moments of truthHi Julia, thanks for calling Davidin ABC Bank Card Activation Timing: Feedback request sentearlier. We’d like to ask you 2 to Julia a few minutes after herbrief questions about yourexperience? interactionQ1 of 2. Overall how satisfiedwere you with the service Davidprovided – on a scale of 10 Personalization: Personalized(extremely satisfied) to 1(extremely dissatisfied)? message mentioning both customer name and advisor name as well as the department contacted Reply Delete
  11. 11. Julia’s experience ENGAGE All customers at key moments of truth Usability: Responding with “Awesome”, score is Awesome! converted to 9/10 Engagement level: Response rates range between 25% and 55%Send Save
  12. 12. Julia’s experience ENGAGE All customers at key moments of truth Adaptive: response to first questionGreat to hear that. – “Great to hear that.”Q2 of 2: Did Davidrecommend you buyPayment Protection Rotating questions: a singleInsurance? customer is asked one of thea) Yes rotating questionsb) No Volume: is sufficient to divide the analysis Reply Delete
  13. 13. Julia’s experience ENGAGE All customers at key moments of truth Natural: Yep is coded to Yep “Yes” Process is smooth and conversationalSend Save
  14. 14. Julia’s experience CAPTURE Freeform feedback using customers’ preferred channelThat’s great. Scores: Are collected throughout the dialogAnd finally we wouldwelcome your feedback onthe reasons for your ratingsor how we could improve Verbatim: Request made foryour ABC Bank experience. verbatim comments, so further insights can be gained into Julia’s experience Reply Delete
  15. 15. Julia’s experience INTERPRET Derive meaning using natural language processing Artificial Intelligence: derives keyReally friendly rep gave insight from the freeform comments:helpful advice plus I lovethe fact I get cashback on Positive about Staff Rapportwhat I spend and lowInternational fees x Positive about Staff Knowledge Positive about Products / Price Mentioned key word “International” Send Save
  16. 16. Julia’s experience ACT Respond rapidly to customer feedback Action:Thanks for taking part. Yourfeedback about your Julia’s score contributes to his bonusexperience will be used tohelp us continually improve David’s Team moves up the leagueour services. table Julia may be included in segment-ABC Bank based marketing for Travel Insurance offers in the future Lots of great information derived from quick, freeform response Reply Delete Julia feels valued and is ready to recommend!
  17. 17. Steven’s experience: a different story ENGAGE All customers at key moments of truthHi Steven, thanks for contactingBrian in ABC Payments As with Julia, a feedbackyesterday. We’d like to ask you 2brief questions about your request is sent the dayexperience? after Steven spoke withQ1 of 2. Overall how satisfiedwere you with the service Brian Brian in the Contact Centreprovided – on a scale of 10(extremely satisfied) to 1(extremely dissatisfied)? Reply Delete
  18. 18. Steven’s experience: A different story INTERPRET Derive meaning using natural language processing NICE Fizzback interprets Not happy negative sentiment in response, treats the customer as at-risk Rather than forcing Steven to answer 0-10Send Save
  19. 19. Steven’s experience: A different story ACT Respond rapidly to customer feedbackSorry you were not Adaptive response issatisfied. immediately sentWe would welcome your Question 2 skipped as customerfeedback on the reasons for has expressed dissatisfactionyour ratings or how wecould improve your ABC Move straight to verbatimBank experience. question to try to find out why Steven is not happy Reply Delete
  20. 20. Steven’s experience: A different story ACT Respond rapidly to customer feedback Fizzback artificial intelligence derives key insight from the freeform complaint:Your staff are pleasant butthe payment instruction Positive about Staff Rapportcould not be taken due tosomething wrong with your Negative about the Processsystem!!! Action: Red alert sent to Payments Team Early warning to Systems Team Send Save
  21. 21. The Feedback Management Process – Beyond Insight ENGAGE CAPTURE All customers at key moments Freeform feedback using customers’ of truth preferred channel ACT INTERPRET Respond rapidly to customer Derive meaning using natural feedback language processingCorrective action  Visibility across  Integration with & ‘instant routing’ channels & processes key systems 21
  22. 22. HOW BUSINESSES LEVERAGE FEEDBACK TODRIVE IMPROVEMENTS
  23. 23. Gain Clear Insight into Advisor & Process Performance On average 80% of feedback is positive, which helps boost employee morale.Understand what yourCustomer sees as your Advisors weak areas. Direct feedback is often less contentious than manager feedback. Compare these against your average Advisor Scores
  24. 24. Clear, actionable intelligence in real-time · Mood map · Geographic drill-down · Store leagues · Root causes · Employee leagues · Performance Measurement · KPI trending · Early-warning indicator
  25. 25. Response Manager25
  26. 26. NICE Fizzback: Driving Employee Excellence Identify ‘Role Model’ reps Share improvements over time “I needed to change payments. The lady I spoke to was very helpful and patient with me. Thank you!”Motivate reps with positive feedback Identify topics for individual coaching
  27. 27. NICE Fizzback – Key Differentiators Event-driven Multiple channels: Conversational feedback Mobile (SMS), email, chat Response rates > 40% Multiple touch Driving enterprise-wide points: retail, improvement branches, online, contact centers Uniqueness Rapid ROI Broad: End-to-end Customer recovery, solution retention & lifetime value Deep: Specialists in Customer performance satisfaction and NPS scores improvement Operational efficiency & cost Expert: Expertise in improvement business transformation27
  28. 28. The Golden Rules of a Successful CEM StrategyGOLDEN RULES REALLY LISTEN Across touch points and customer preferred channels. ENGAGE IN CONVERSATIONS It’s not an interrogation. Engage your customers with natural dialog. IN REAL-TIME To increase their engagement and increase the impact you can make. LISTEN A LOT Anecdotal information is not enough to make a difference. AND OPERATIONALIZE! Leverage the feedback directly to improve customer satisfaction, retain customers and even increase operational efficiency.28

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