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How smart is changing customer support in IoT era

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Ene Raja presentation at Customer Contact Europe
June 2016, Athens,
Frost&Sullivan Executive MindXchange

Published in: Business
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How smart is changing customer support in IoT era

  1. 1. How smart is changing customer support Enhancing Customer Experience Customer Contact Europe June 2016, Athens, Frost&Sullivan Executive MindXchange
  2. 2. SHOULD WE CARE?
  3. 3. Internet of Things environment
  4. 4. E E E C C product price experience C
  5. 5. one perfectly ordinary DAY https://www.youtube.com/v/5u8-kXUqPI8
  6. 6. sence data information knowledge WISDOM
  7. 7. back to the market place
  8. 8. must begin with empathy simplicity is the key WOW! your customer
  9. 9. change organisation technical - cultural - procedural fun
  10. 10. proactive smart design
  11. 11. Talk! THINGS + SENCE & video
  12. 12. impact
  13. 13. Customer satisfaction TR*M index
  14. 14. NPS +123% profitability +35%
  15. 15. KEY take-aways IoT: changethe way we work and live main brand differentiator experience wisdom- simplicity - communication - speed smart solutions require smartemployees proactivitymost important customer care alteration

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