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04 CX Day - Intelligent Customer Service - Microsoft- Liam McDwyer

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Liam McDwyer talks about how to be a part of the Service Revolution

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04 CX Day - Intelligent Customer Service - Microsoft- Liam McDwyer

  1. 1. 1 Drivers for change in Customer Experience 2 Responding with Digital Transformation 3 Defining Intelligent Customer Engagement 4 The Future
  2. 2. 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 providing.1 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
  3. 3. 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 customers. 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.
  4. 4. Intelligent Customer Service – the new marketing of consumers use web self- service to find answers 76% Customers are 57%through the buying process before they talk to the supplier
  5. 5. Forrester , Customer Experience Drives Revenue Growth, 2016 http://blogs.forrester.com/harley_manning/16-06-21- customer_experience_drives_revenue_growth_2016 https://www.forrester.com/report/Customer+Experience+Drives+Revenue+Gro wth+2016/-/E-RES125102
  6. 6. Sell products, services and outcomes Relationship, Customer lifetime value “Uberization” of resources IoT to detect and drive action
  7. 7. Omni channel – is it finally here?  Seamlessly move between channels  Same customer experience on any modality  True customer 360  Intelligence  Customer centric  Mobile Social Location
  8. 8. My cable TV is broken..
  9. 9. 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
  10. 10. Customer Engagement with Dynamics 365
  11. 11. Download our eBook https://www.microsoftmahdollista.fi/materiaalit/#strateginenasiakaspalvelu
  12. 12. Liam.mcdwyer@microsoft.com Jani.Savolainen@microsoft.com KIITOS

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