Aspect | Executive Customer Contact Exchange


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By Stew Bloom
Chairman & CEO Aspect

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Aspect | Executive Customer Contact Exchange

  1. 1. De Executive Customer Contact Exchange Trump National Doral Miami 17th – 18th October, 2013 October 17th Miami, Florida Welcome to the Executive Customer Contact Exc Balancing The Delivery Of A Consistent Multi-Channel Customer Expe The Needs Of Your Shareholders Stew Bloom Chairman & CEO 2013 Executive Customer Contact Exchange S CHAIRMAN Mike Ashton Managing Director ABCG Training & Consulting Specializes in helping clients drive commercial value from their investments in brands and customer experience Has had senior roles at Procter & Gamble, Johnson & Johnson and Hilton, where he was the CMO Jasmine Green VP and Chief Customer Advocate Nationwide Insurance Previous Chief Customer Officer of the year 30,000 employees, with more than 16 million policies in force Serves as a champion for customers across the entire range of Nationwide’s business lines ©2013 Aspect Software, Inc. All rights reserved Teresa Laraba Senior Vice President Custom Southwest Airlines Extends the same concer caring attitude for employ with external customers a With Southwest Airlines s The worlds largest low co more than 46,000 employ rev: Mar 2013 Brian Brueckman SVP of Customer Service T-Mobile Responsible for customer care in the eastern region - 5 inbound contact centers $150M annual budget and 2500+ employees Headed training program Ron Essig SVP, Global Owner Services Marriott Vacations Worldwide Average Owner satisfaction score of 94% 79% Associate Engagement score - in the Global Best Employer category by AonHewitt 2013 Stevie® Award for Customer Service Company of the Year Doug Sash SVP Customer Care Experian Restructured operations t focused on customer exp retention, agent efficienc generation Responsible for over 1000 contact centers Recently launched one ne
  2. 2. Smartphone penetration in the US reached 50% in February 2012. By 2016, more than 60% of inbound customer service interactions are likely to come from devices other than landlines. WE BELIEVE… The Role of the Contact Center Has Changed Forever. ©2013 Aspect Software, Inc. All rights reserved 2
  3. 3. The New Voice of the Customer Customers now have limitless ways to make their voices heard – whenever, wherever and however they choose. ©2013 Aspect Software, Inc. All rights reserved 3
  4. 4. THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS …has given customers limitless ways to make their voices heard – whenever, wherever and however they choose. ©2013 Aspect Software, Inc. All rights reserved
  5. 5. It is now more important than ever to evolve your contact center to meet the needs of today’s customers ‣  Channel preference is rapidly changing ‣  Mobile solutions are becoming a must-have ‣  Omni-channel service is becoming more important than multichannel service ‣  Customers expect proactive outbound for customer care ‣  Customer service is moving from cost center to differentiator Forrester Research, January 2013 ©2013 Aspect Software, Inc. All rights reserved 5
  6. 6. iPods Changed Media Industry iPhones Ramped Even Faster iPad Growth (3x iPhone) Leaves “Siblings” in Dust First 8 Quarters Cumulative Unit Shipments, iPod vs. iPhone vs. iPad 1,400 70,000 iPad iPad iPad 20,000 1,200 60,000 Global Unit Shipments (000) Global Unit Shipments (000) iPods changed the media industry. iPhones ramped even faster. iPad growth is at 3x iPhone. iPhone iPhone iPhone iPod iPod iPod 1,000 50,000 15,000 800 40,000 10,000 600 30,000 400 20,000 5,000 200 10,000 000 000 ©2013 Aspect Software, Inc. All rights reserved 1 11 2 22 3 4 5 33 44 55 Quarters After Launch Quarters After Launch Quarters After Launch 6 6 7 7 8 8 6 Source: Apple, as of CQ1:12 (8 quarters post iPad launch). 9
  7. 7. Despite Tremendous Ramp So Far, Smartphone User Adoption Has Huge Upside Global Smartphone vs. Mobile Phone Subscriptions, Q4:11 6.1B Mobile Phone 6.1B 7,000 Subscriptions 6,000 Global Subscriptions (MM) Despite the tremendous ramp so far, Smartphone user adoption still has a huge upside 5,000 4,000 3,000 2,000 953MM 953M Smartphone Subscriptions 1,000 0 Smartphone ©2013 Aspect Software, Inc. All rights reserved Mobile Phone Source: Mobile phone subscriptions per Informa (as of Q4:11), Smartphone subscriptions estimate based on Morgan Stanley Research’s estimated smartphone user as % of total mobile user at the end of 2011 (16%). Note: While there are 1B global 3G subscribers as of Q4:11, not all of them were smartphone users. One user may have multiple mobile subscriptions, therefore actual user #s may be lower than subscriber #s. 7 11
  8. 8. It’s all fueling a collision of “re-imagination” …with new “consumer powered preferences” ©2013 Aspect Software, Inc. All rights reserved 8
  9. 9. Customer Experience Meet & Seat View passengers’ social media profiles Pick a seatmate ©2013 Aspect Software, Inc. All rights reserved 9
  10. 10. Customer Experience Pizza Button Dubai’s Red Tomato Pizza Bluetooth connected fridge magnet ©2013 Aspect Software, Inc. All rights reserved 10
  11. 11. Mass dialog with customers 6 year supply chain cycle A social media uproar Averts a brand erosion disaster ©2013 Aspect Software, Inc. All rights reserved 11
  12. 12. Oreo Cookie ✔ @Oreo Power out? No problem. 5:48 PM - 3 Feb 2013 Super Bowl marketing: 16 months in planning. Millions of dollars of broadcast advertising. Then a priceless moment representing opportunity, decisiveness, and a bold move. Oreo rose above the noise. ©2013 Aspect Software, Inc. All rights reserved 12
  13. 13. Expectations for Response Social Customer Care – The New Normal Yet… 70% of Tweets to brands go unanswered1 1Martiz Gartner: Getting It Done: Social Customer Service in Action Customer 360 Summit , Jenny Sussins, May 1-3, 2013 ©2013 Aspect Software, Inc. All rights reserved 13
  14. 14. A fully-integrated platform can deliver remarkable customer experiences. …and places the contact center in the middle of new consumer, business process and technology interactions OMNI-CHANNEL INTERACTIONS AN ENGAGED WORKFORCE PERSONALIZED RELATIONSHIPS SMART NOTIFICATIONS Chat | Voice | Mobile SMS | Email | Social Agent Forecasting & Scheduling Enterprise Data Integration & Intelligent Routing Based on Thresholds, Process Flows & Preferences
  15. 15. Meet Jeff and Sarah. Newlyweds considering buying their first home. They are the perfect prospects for ABC Financial’s new Facebook promotion offering online interactive loan pre-qualifications.
  16. 16. ABC Financial will be ready for Jeff and Sarah Based on historical promotional effectiveness data, ABC Financial uses Workforce Management to forecast the types of loan advisors needed to handle the expected number of inquiries.
  17. 17. Meet Gabe. Based on its forecasting, ABC Financial adds an extra shift on Saturday. Shift bidding is opened up to agents with Gabe’s skill set to recruit them for the promotion. Gabe signs up for the weekend – and he’ll will be rewarded for his efforts.
  18. 18. While paying bills online… Sarah sees ABC Financial’s realtime interactive pre-qualification promotion on Facebook. Sarah clicks on the link and fills out the form, but decides to request more information
  19. 19. At ABC Financial… Sarah’s incoming chat request is routed to Gabe since he is skilled in multichannel customer engagement and trained on the Facebook promotion.
  20. 20. ABC Financial makes it easy for their clients to do business with them Gabe accesses ABC’s Financial Facebook app and preloads loan types, down payment information, rates, and county location into a loan application. He emails Sarah the link.
  21. 21. Completing the pre-qualification process Jeff! You’re not going to believe the great news I have to share… J Really? Can’t wait to hear. I just got us pre-qualified for a $450K home loan! WOW! Really? Did you happen to ask about the rates? They’re falling Emailing you a link now. Sarah & Jeff are preapproved and she can’t wait to tell him.
  22. 22. Turns out there are a lot more people like Sarah interested in the mortgage promotion than anticipated so a broadcast goes out via the workforce mobile app to recruit more agents including those who work-at-home
  23. 23. Meanwhile… Jeff decides to follow up with ABC Financial and clicks on the link Sarah forwarded to talk to an agent.
  24. 24. Smart routing identifies the source of the incoming call from Jeff and routes it to Gabe. Sarah’s application record is automatically displayed ensuring great continuity of service.
  25. 25. Gabe is able to answer all of Jeff’s questions.
  26. 26. Jeff thinks rates will drop so asks to be notified when that happens.
  27. 27. Gabe now has Jeff’s mobile number on file and enrolls him in their rate notification service.
  28. 28. Keeping it together for a great customer experience The CRM system at ABC Financial captures all the activities and information associated with the customer: •  The originating marketing campaign •  Sarah’s incoming call •  Sarah’s pre-approval application •  Jeff’s inbound call •  Sarah and Jeff’s client profile ©2013 Aspect Software, Inc. All rights reserved
  29. 29. A few days later… ABC Financial Rate Alert! 30-year Fixed: X.XX% 30-year ARM: X.XX% txt ‘YES’ 2 receive security code YES Apply Online Securely: Code: XX1Y34 Jeff receives a rate change alert. The notification allows him to interactively reply and have a security code sent to him to access the mortgage application.
  30. 30. Saturday a.m. Sarah and Jeff complete their application online, requesting that they be updated on their loan during the approval process.
  31. 31. Sarah and Jeff are able to select their notification preferences so they only receive alerts they consider important. Your Approved!
  32. 32. Sarah Smith Sarah takes to the social sphere to tell her friends about their new house. @sarahsmith Our new house! 11 minutes ago via Twitter
  33. 33. Meanwhile… ABC Financial @abcfinancial Congratulations on your new home J 11 minutes ago via Twitter Gabe is alerted that their loan funded…and is notified of Sarah’s recent tweet
  34. 34. A B C D Omni-channel Engagement Workforce Management Intelligent Routing Secure Interactions The channel of customer choice from start to finish The right agents at the right time – for them and your business The way forward to consistent and informed client interactions Protecting your business and customers’ confidentiality E Self-Service and Proactive Notification Keeping clients informed according to their preferences F Social Interactions Social dialogues as powerful avenues for customer service
  36. 36. Three  unique  contact  center  experiences….  
  37. 37. Click  to  schedule  a     technical  support  call     Live  chat  enabled     Email  enabled     Real-­‐>me  alignment  of  capacity  to   customer  needs  drives  agent   u>liza>on  and  great  customer   experience   ©2013 Aspect Software, Inc. All rights reserved 37
  38. 38. Mayday  buDon   Amazon  releases  new  Kindle  Fire  HDX   tablet  with  one-­‐touch  ‘Mayday’   buDon  to  connect  consumers  to  live   video  chat  with  agents.   •  Amazon  promises  live  agent  support   within  15  seconds.   •  Will  log  and  analyze  call  data  in  order  to   improve  OS,  customer  experience.   •  Bezos:  “Every  call  you’re  telling  Amazon   how  to  be  beDer.”   ©2013 Aspect Software, Inc. All rights reserved 38
  39. 39. Pick  your  own  agent   Developed  on  Aspect's  Unified  plaorm   Trupanion  is  developing  the  ability  for   their  customers  to  select  specific  customer   service  agents.   •  Web-­‐based  solu>on  offers  agent   profile,  and  product/pet  exper>se   •  Will  show  agent  availability  through   Lync  presence   •  Solu>on  business  case  >ed  delivering   increased  sales  conversion  rates,   improved  service  levels  and  increased   outbound  volume   ©2013 Aspect Software, Inc. All rights reserved 39
  40. 40. Thank you for listening! Visit or chat with Stew & John here at Doral email: sms: skype: email: sms: skype: ©2013 Aspect Software, Inc. All rights reserved +1 818.519.3768 stewbla +1 407.967.8434 johnamein rev: Mar 2013