Spending ~4 HOURS in a 40-hour workweek
just looking for answers.
Not getting regular, constructive feedback on
BEING UNMOTIVATED… by negative feedback
during an obsolete year-end performance review.
OLD TECHNOLOGY — green screens, client server,
bad design, etc.
Only 34% OF EMPLOYEES ARE ENGAGED,
largely due to a LACK OF MOBILITY and/or a
ﬂexible way of working.
Customers are most frustrated by having to go through
MULTIPLE EMPLOYEES to resolve A SINGLE ISSUE.
Having to go through multiple systems and/or
employees to complete a single transaction.
Being left to wonder “WHAT HAPPENS NEXT?”
— thanks to a lack of visibility into processes.
Cumbersome or OUTDATED USER
EXPERIENCES… in design and beyond.
72% of mobile users say it’s important to them
that websites are mobile-friendly, yet 96% have
visited a site that isn’t.
HOW HAPPY WORKERS
Not being known by a brand
(40% of customers EXPECT CUSTOMER SERVICE AGENTS TO
BE FAMILIAR WITH THEIR HISTORY before engaging with them).
Appirio’s Virtuous Cycle is about empowering workers to deliver a better Customer
Experience, and improving the Worker Experience by treating employees like
customers. Appirio connects data and processes; no more silos. We don’t just talk
strategy; we live it. By helping workers enjoy and do their jobs more eﬃciently, you’re
also ensuring the development of a larger, happier customer base.
1. T.J. Keitt, Forrester Research analyst
2. Research from Kansas State University, Eastern Kentucky University, and Texas A&M
3. Forrester Research
4. 2013 Dimensional Research survey
5. Google survey
6. 2013 NICE survey
between workers & the info they need
Use systems that
experience for your workforce
We believe Worker and Customer Experience are intrinsically linked and must
be addressed together. By leveraging cloud technology, new ways of working
like crowdsourcing, and using solution accelerators to rapidly build and
integrate solutions, customers can create both amazing Worker and Customer
ACTIONABLE STRATEGY | CLOUD IMPLEMENTATION & INTEGRATION | CHANGE ENABLEMENT
APPLICATION DEVELOPMENT | ONGOING SUPPORT
Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest
cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering
results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the
world’s largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of
the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.
Appirio’s Virtuous Cycle
apply new workforce models
NEW WAYS PEOPLE WORK;
Adapt to the
worker with tools to
manage their work
and career on
devices they prefer
content and insights
in real time
others working on
insights about the
what they need
needs and desires
that are innovative
Delivering on their
sales, services, and
Actionable Data for
employees to use
capabilities to work
Integrated CX Data
View of CX
redundant steps in
workﬂows and tasks
Promote social use
cases as ubiquitous
to sell & service
to improve service
into customer behavior
Reduce reliance on
Address the needs of
users who may be
contractors, or retirees
Deliver insights on
any device favored by
managers and leaders
Tie business metrics
to business outcomes
in a way that helps tell
Targeted and smart
Relevant & Focused
lens on the
Fun and engaging
ways to interact with