04 CX Day - Intelligent Customer Service - Microsoft- Liam McDwyer
1 Drivers for change in Customer Experience
2 Responding with Digital Transformation
3 Defining Intelligent Customer Engagement
4 The Future
Only 14%of consumers believe it’s a lack of
technology that’s the cause (the majority said they think
brands just don’t care about customer satisfaction).3
4 in 10customers want even more
digital interaction methods than what brands are
90%of consumers expect consistency and
continuity from a brand across channels.2
1. Customer 2020: Are You Future-Ready or Reliving the Past?
2. Aberdeen: Empowered Customers Demand a Seamless Experience
3. Economist Intelligence Unit Creating a Seamless Customer Experience
Customers use 2.7 channels
during the process of single inquiry, on average.
Battle fatigue, induced by
context switching, results in less productive agents who
are less apt to make a human connection with their
Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by
Forrester Consulting on behalf of Microsoft, December 2015
Only 4% of companies can solve a typical
customer inquiry with a single desktop application.
Intelligent Customer Service – the new marketing
of consumers use web self-
service to find answers
57%through the buying process
talk to the supplier
Where is all going?
chatbot - a computer program designed to
simulate conversation with human users,
especially over the Internet.
machine learning allows computers to
learn and find hidden insights without being
explicitly programmed where to look