Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer Experience: The New Currency

4,559 views

Published on

Customer Experience: The New Currency, Service Cloud For The Connected World

Published in: Technology

Customer Experience: The New Currency

  1. 1. Customer Experience: The New Currency Service Cloud For The Connected World Vijay Iyer Lead Solutions Engineer, Asia Pacific Vijay.iyer@salesforce.com @vijayviyer Paul Baptist Director, Solution Engineering , Asia Pacific pbaptist@salesforce.com @paulbaptist
  2. 2. What is customer experience?
  3. 3. “Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a company’s employees, systems, channels or products”
  4. 4. 75Billionconnected products by 2020
  5. 5. connected products per person58in the world’s most connected countries
  6. 6. Single Channel Multi Channel Cross-Channel Omni-Channel Long Ago Yesterday Today Emerging Customer Interactions are Happening across Multiple Channels
  7. 7. Shop Touch & Test Configure, Price, Quote, Finance Purchase/ Lease Waiting Delivery Use Service Sale/ New Purchase Gather Information Be Consistent Be Fast & 24x7 Be Relevant Know Me Make It Effortless Customers are Interacting at Every Stage
  8. 8. Know Me Give Me Control Adapt to My Situation Help Me as a Team M a k e I t S i m p l e Customer Expectations are Shaped by Other Industries
  9. 9. So what is the effect of a bad customer experience?
  10. 10. Are you a leader or a laggard? Happy customers translate directly to business value for leading companies of CX leaders financially outperform their industry and 6% underperform likely to financially out- perform competitors.76% 4x
  11. 11. It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience of the Fortune 500 firms from 2000 do not exist 52% Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy” 64% 46% 51% 201420132012
  12. 12. Customer Service Has to Evolve 1990s Phone Today Everywhere 2000s Social Customers are expecting connected service everywhere
  13. 13. The Customer Experience Gap is Widening Companies Customers Systems Customers Employees Disconnected from: Faster Smarter More Insightful Demand service that is: The Customer Experience Gap is Widening
  14. 14. Consistent customer experience across all communication touch points Customer is interacting with your brand – not channel Omni-Channel is the Key to Success
  15. 15. #1 Customer Service Platform Faster Service Smarter Apps Powerful Insights
  16. 16. 2Smarter Apps 3Powerful Insights 1Faster Service Welcome to a New Era of Connected Service
  17. 17. 85% of customers have been put on hold because the agent didn’t know what to say and needed to check 1Faster Service Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre Welcome to a New Era of Connected Service
  18. 18. Newly designed desktop and intelligent tools to supercharge agent productivity Optimized experience New Lightning framework and design to elevate productivity Smart productivity tools Recommended cases and macros to respond faster Analytics for teams View data from any source to make smart decisions quickly Lightning Console NEW
  19. 19. Intelligent routing Dynamically route the right cases to the right agents, fast Real-time presence Manage agent availability and push cases at the right time Seamless interaction Preserve the conversation across every channel, on any device NEW Smart, connected support across channels Omni-Channel Presence and Routing
  20. 20. Demo 1
  21. 21. 88% of time spent on smartphones is in apps Source: comScore, U.S. Mobile App Report 2Smarter Apps Welcome to a New Era of Connected Service
  22. 22. Connect to 1-to-1 with customers by embedding support into any native mobile app Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps Service for Apps
  23. 23. Demo 2
  24. 24. 50%of agent interactions will be influenced by real-time analytics, by 2018. Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014 3Powerful Insights Welcome to a New Era of Connected Service
  25. 25. Actionable analytics for Service Cloud customers Analytics for Service Managers Get a central view of your key KPIs, on any device Analytics for Service Agents Access any service data for a 360 degree customer view Native to Service Cloud Wave visualizations in the Lightning Console NEWService Wave Analytics App
  26. 26. Demo 3
  27. 27. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.   Magic Quadrant for CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Years in a row6 Salesforce Continues Leadership in Customer Engagement
  28. 28. Growth Driven by Customer Success
  29. 29. February 2010 Kunal Bahl and Rohit Bansal Launch online deals website June 2010 Acquire GrabOn January 2011 First Investor - Nexus Ventures December 2011 Change In Biz Model – Online Marketplace – 10 sellers December 2012 1000 sellers November 2015 150,000 sellers Acquisitions Freecharge, Shopo, Doozton, Exclusively, eSportsBuy 12 Million+ Products 150,000 Sellers 5000+ Cities Snapdeal – India’s #1 Marketplace
  30. 30. ​ Salesforce Chosen As The Technology Platform Desired End State •  Empower CS Executives with Key Information •  Multi-Channel Case Management •  Accuracy of response via Knowledge •  Improve case ownership •  Improve speed of resolution through automation •  Proactive alerts & escalations (actionable analytics) •  Lack of clearly defined case ownership •  Lack of the right data to support accurate decision making for CS executives •  NPS Scale (+30) •  Automation gaps (impacts productivity) •  No real-time insights into agent productivity, volume, case volume •  Non-standardized process turnaround times Current State Customer Experience Journey
  31. 31. eCommerce leader with largest marketplace 4000+ Customer and Merchant Support staff Multiple systems – No single data source No real-time insights on agent productivity, case volume Personalize 1-on-1 interactions across email, phone, web, mobile and social 360 View – OMS, Shipping, Finance, Returns 30% Increase in FCR in first 3 months 95% Reduction In Refund Escalations snapdeal Improves Customer Experience With Service Cloud EBU “Customer experience is the new battlefield – winning the customer is the goal.” Dharmarajan K, Head of Customer Experience
  32. 32. Mandeep Sokhanda Director, Customer Experience Operations Gaurav Kapil Senior Director, Customer Experience Operations
  33. 33. thank y u

×