Delivering Customer Service in the Cloud

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How to Improve Customer Experience While Reducing Costs. Presented by Kevin Paschuck, VP Public Sector at the 2009 Digital Government Institute’s Government Customer Service Conference.

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Delivering Customer Service in the Cloud

  1. 1. Delivering Customer Experience in the Cloud Kevin Paschuck Vice President, Public Sector December 3, 2009 © 2009 RightNow Technologies, Inc.
  2. 2. Meet Sam © 2009 RightNow Technologies, Inc.
  3. 3. © 2009 RightNow Technologies, Inc. A.K.A.
  4. 4. Mr. Director of Customer Service © 2009 RightNow Technologies, Inc.
  5. 5. © 2009 RightNow Technologies, Inc. Sam lives in …
  6. 6. © 2009 RightNow Technologies, Inc.
  7. 7. © 2009 RightNow Technologies, Inc. He takes the …
  8. 8. © 2009 RightNow Technologies, Inc.
  9. 9. © 2009 RightNow Technologies, Inc. and enjoys …
  10. 10. © 2009 RightNow Technologies, Inc.
  11. 11. Sam cheers for … © 2009 RightNow Technologies, Inc.
  12. 12. © 2009 RightNow Technologies, Inc.
  13. 13. Sam is Great at … © 2009 RightNow Technologies, Inc.
  14. 14. Leading People © 2009 RightNow Technologies, Inc.
  15. 15. © 2009 RightNow Technologies, Inc. But lousy at …
  16. 16. Customer Service © 2009 RightNow Technologies, Inc.
  17. 17. Sam’s contact center looks like … © 2009 RightNow Technologies, Inc.
  18. 18. © 2009 RightNow Technologies, Inc.
  19. 19. His website looks like … © 2009 RightNow Technologies, Inc.
  20. 20. © 2009 RightNow Technologies, Inc.
  21. 21. when it Should look like … © 2009 RightNow Technologies, Inc.
  22. 22. © 2009 RightNow Technologies, Inc.
  23. 23. to make Matters worse … © 2009 RightNow Technologies, Inc.
  24. 24. Infrastructure costs are high © 2009 RightNow Technologies, Inc.
  25. 25. Sam doesn’t know any better. © 2009 RightNow Technologies, Inc.
  26. 26. Sam, meet Diane. © 2009 RightNow Technologies, Inc.
  27. 27. Ms. Manager of Customer Experience © 2009 RightNow Technologies, Inc.
  28. 28. Diane also lives in … © 2009 RightNow Technologies, Inc.
  29. 29. © 2009 RightNow Technologies, Inc.
  30. 30. © 2009 RightNow Technologies, Inc. commutes on …
  31. 31. © 2009 RightNow Technologies, Inc.
  32. 32. and cheers for … © 2009 RightNow Technologies, Inc.
  33. 33. © 2009 RightNow Technologies, Inc.
  34. 34. Diane is also Good at … © 2009 RightNow Technologies, Inc.
  35. 35. LEADERSHIP © 2009 RightNow Technologies, Inc.
  36. 36. but is Great at … © 2009 RightNow Technologies, Inc.
  37. 37. Customer Experience © 2009 RightNow Technologies, Inc.
  38. 38. why? © 2009 RightNow Technologies, Inc.
  39. 39. She understands… © 2009 RightNow Technologies, Inc.
  40. 40. 3 EXPERIENCES THAT MATTER © 2009 RightNow Technologies, Inc.
  41. 41. Benefits of Cloud Computing © 2009 RightNow Technologies, Inc.
  42. 42. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
  43. 43. Let’s take a look © 2009 RightNow Technologies, Inc.
  44. 44. WEB EXPERIENCE © 2009 RightNow Technologies, Inc.
  45. 45. Establish a Knowledge Foundation © 2009 RightNow Technologies, Inc.
  46. 46. © 2009 RightNow Technologies, Inc.
  47. 47. SOCIAL EXPERIENCE © 2009 RightNow Technologies, Inc.
  48. 48. What is Social Media? © 2009 RightNow Technologies, Inc.
  49. 49. Social Media uses Internet and web-based technologies to transform broadcast monologues (one to many) into social media dialogues (many to many). It allows everyone to be a publisher of knowledge and information, transforming people from content consumers into content producers. © 2009 RightNow Technologies, Inc.
  50. 50. © 2009 RightNow Technologies, Inc.
  51. 51. Listen and Participate © 2009 RightNow Technologies, Inc.
  52. 52. Connect and Engage © 2009 RightNow Technologies, Inc.
  53. 53. Support Community Innovation Community Social Experience Designer © 2009 RightNow Technologies, Inc.
  54. 54. CONTACT CENTER EXPERIENCE © 2009 RightNow Technologies, Inc.
  55. 55. Empower Frontline Employees © 2009 RightNow Technologies, Inc.
  56. 56. Offer Multi-Channel Choice © 2009 RightNow Technologies, Inc.
  57. 57. Listen to your Customers © 2009 RightNow Technologies, Inc.
  58. 58. Design Seamless Experiences © 2009 RightNow Technologies, Inc.
  59. 59. © 2009 RightNow Technologies, Inc.
  60. 60. Measure and Continuously Improve © 2009 RightNow Technologies, Inc.
  61. 61. Cloud Computing © 2009 RightNow Technologies, Inc.
  62. 62. © 2009 RightNow Technologies, Inc.
  63. 63. 5 Pillars of IT Transformation 1. Citizen Engagement 2. Cost Reduction 3. Secure Computing 4. Innovation 5. Transparency © 2009 RightNow Technologies, Inc.
  64. 64. Characteristics Benefits On Demand Service Innovation Shared IT Resources Lower Cost / Greener Dynamic Scalability Running Instantly Device Independence Deploy on any Client Subscription Service Pay for Actual Usage © 2009 RightNow Technologies, Inc.
  65. 65. Hybrid Private (Community) Public The Cloud © 2009 RightNow Technologies, Inc.
  66. 66. Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Infrastructure-as-a-Service (IaaS) © 2009 RightNow Technologies, Inc.
  67. 67. Cloud solution must address security challenges … starting point is NIST-853 Moderate © 2009 RightNow Technologies, Inc.
  68. 68. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
  69. 69. SOFTWARE as a Service © 2009 RightNow Technologies, Inc.
  70. 70. Software as a SERVICE © 2009 RightNow Technologies, Inc.
  71. 71. Results © 2009 RightNow Technologies, Inc.
  72. 72. Expertise © 2009 RightNow Technologies, Inc.
  73. 73. Deliver on the Promise © 2009 RightNow Technologies, Inc.
  74. 74. © 2009 RightNow Technologies, Inc. Thank you
  75. 75. THANK YOU! © 2009 RightNow Technologies, Inc.
  76. 76. Kevin T. Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com kevin_paschuck © 2009 RightNow Technologies, Inc.

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