Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Re-imagineRe-imagining the service narrative through the eyes of your agent
by Guy Stephens, Social Customer Care Consulta...
tension between what’s there and what could be, between what
we do and what we could do…
Customer service is undergoing significant change
Traditional customer service value chains are fragmenting
Business are r...
Contact Centre
SAP
Oracle
Avaya
Genesys
Microsoft
Eptica
Cisco
KANA
Cloud
Zendesk
Freshdesk
Desk
Brand Embassy
NewVoiceMed...
Convenience eats telephones for breakfast!
Physical Virtual Anywhere
Caught between self-awareness and voyeurism
https://www.youtube.com/watch?v=KivHgCeJgiI
A different service model is emerging
intelligent service ecosystem that switches between experience and automation
on dem...
Social customer care @ scale
setting up social customer care
content hubs
data
‘growing pains’
service ‘porn’
agent experi...
Faster is better
“Anything worth doing is worth doing faster” Blackberry playbook
“If you’re not fast, you’re fucked!” Goo...
How fast do you have to be?
Does it matter?
Response Time Tweets Response %* First Tweet
First Utility
Less than a
minute
13,800 30% 2015?
EON Energy ...
De-codifying the habits of the past
topcoder
World’s BIGGEST technology
crowdsource community
stuff to talk about:
unique ...
Corporate self-awareness: Re-imagine yourself
stuff to talk about:
the notion of who I am
individual vs organisation
The L...
Service is still about people
https://www.youtube.com/watch?v=HNx5-
bEKk8A&ebc=ANyPxKr3EE5C_kz2Ybtte5u5rmuSM8ATjNQoxi2A
Me...
Thank you
guy stephens
@guy1067
Come to the edge…
Christopher Logue
Upcoming SlideShare
Loading in …5
×

Re-imagine: Re-imagining the service narrative through the eyes of your agent

4,868 views

Published on

Slides on social customer care from my keynote at #SCSS16 in London.

Published in: Business
  • Be the first to like this

Re-imagine: Re-imagining the service narrative through the eyes of your agent

  1. 1. Re-imagineRe-imagining the service narrative through the eyes of your agent by Guy Stephens, Social Customer Care Consultant
  2. 2. tension between what’s there and what could be, between what we do and what we could do…
  3. 3. Customer service is undergoing significant change Traditional customer service value chains are fragmenting Business are rebuilding around data-driven, in- context experiences Ecosystems are driving a shift towards ‘permissionless innovation’ and experimentation ‘On demand’ is driving customers towards the expectation of instant gratification Service is entering a cognitive era “It doesn’t necessarily matter where supply is coming from…what matters for me is that it is instant gratification. You press a button and …something shows up and fills your…need” Chris Saad, Head of Product, Developer Platform, Uber (29.03.16) Reduce friction: self-service, emerging channels, mobile-first mentality Customer service ecosystem consolidation Proactive engagement & Pre-emptive service Empowered agent experiences Journey analytics/Insights from connected devices Strengthening feedback loop Shift to Cloud solutions for agility Prescriptive advice powers offers, decisions and connections Kate Leggett, Forrester, Customer Service Trends 2015 & 2016 Success will be determined by your ability to share and adapt at speed
  4. 4. Contact Centre SAP Oracle Avaya Genesys Microsoft Eptica Cisco KANA Cloud Zendesk Freshdesk Desk Brand Embassy NewVoiceMedia Interactive Intelligence Five9 Dimelo Social Customer Care Conversocial Lithium Social Web SparkCentral HelpSocial Clarabridge Engagor DigiDesk SoDash Sentiment Metrics Listening Brandwatch Synthesio Spredfast (Shoutlet) SproutSocial Socialbakers Platform Salesforce Sprinklr Cognitive IBM Watson Point SolutionsTraditional Digital PlatformCloud Cognitive Ecosystem Community LIthium Insided Social Networks Twitter Facebook Google/YouTube Hootsuite Instagram The vendor landscape is changing Niche Rise HelpHandles Mila System Integrators IBM Accenture Capgemini Messaging/Mobile WhatsApp WeChat Telegram HelpShift Nexmo Asia/India/Middle East Aegis Global VSocial CrowdAnalyzer Contextual AI Bots on Messenger DigitalJuice Pypestream
  5. 5. Convenience eats telephones for breakfast! Physical Virtual Anywhere
  6. 6. Caught between self-awareness and voyeurism https://www.youtube.com/watch?v=KivHgCeJgiI
  7. 7. A different service model is emerging intelligent service ecosystem that switches between experience and automation on demand providing ‘instant gratification’ ‘mobile-first mentality’ underpinned by ‘pre-emptive’ data agents empowered to create new value
  8. 8. Social customer care @ scale setting up social customer care content hubs data ‘growing pains’ service ‘porn’ agent experience target operating models service design
  9. 9. Faster is better “Anything worth doing is worth doing faster” Blackberry playbook “If you’re not fast, you’re fucked!” Google unofficial internal slogan “You jump off a cliff, and you assemble an airplane on the way down” Reid Hoffman “The logic of the on-demand, instant gratification economy is that consumers will reward services that offer them what they want, and punish those that don’t or can’t” Robert Colville
  10. 10. How fast do you have to be?
  11. 11. Does it matter? Response Time Tweets Response %* First Tweet First Utility Less than a minute 13,800 30% 2015? EON Energy 4 minutes 118,000 96% 09/11 British Gas 57 minutes 133,000 69% 12/11 Scottish Power 58 minutes 53,600 34% 02/10 EDF Energy 1 hour 8 minutes 11,400 86% 02/10 NPower 1 hour 49 minutes 53,800 64% 08/12 KLM 34 minutes 748,000 59% 07/09 *Response % generated using HelpHandles Institute of Customer Service Customer Satisfaction Survey 2016 UKCSI average: 77.0 Retail (Non food): 82.0 Telco & Media: 72.6 Utilities: 72.8
  12. 12. De-codifying the habits of the past topcoder World’s BIGGEST technology crowdsource community stuff to talk about: unique characteristics of social channels Social DNA: #Twelpforce, #Tweetserve & giffgaff transparency, authenticity: & empathy: KLM, Telstra & SNCB hassle maps service design When did companies start talking about, "unexpectedly high call volume?" Are they really so inept at planning that the call volume is unexpected? For months at a time?  Seth Godin, and what else will you lie about
  13. 13. Corporate self-awareness: Re-imagine yourself stuff to talk about: the notion of who I am individual vs organisation The Law of Requisite Variety Rheingold’s five digital literacies people + governance …settling into an accurate definition of the self requires trying on a lot of inappropriate identities and making a lot of mistakes. Again and again, by stumbling and falling and getting up again, we refine ourselves into something that we eventually become content with. For this, though, we need to be aware of all the possibilities so we can try them on to see if they fit, and we need to have the freedom to fail without devastating consequences. And this is where the web comes in. Identity is context-dependent and subjective, allowing us to be inventive and creative in who we are and who we want to be Aleks Krotoski, Untangling the Web We’re in one of those 50 year old windows when an entirely new medium is being created and no one knows what to do with it. All you can do is throw stuff out there and experiment Frank Rose, The Art of Immersion intelligent service ecosystem that switches between experience and automation on demand providing ‘instant gratification’ ‘mobile-first mentality’ underpinned by ‘pre-emptive’ data agents empowered to create new value
  14. 14. Service is still about people https://www.youtube.com/watch?v=HNx5- bEKk8A&ebc=ANyPxKr3EE5C_kz2Ybtte5u5rmuSM8ATjNQoxi2A MeGMdFK34I0SAcgbT96WygGRUrZNnr9Y2Ur0qwen94j4AWZK4 wNerZs3dQ&nohtml5=False https://www.youtube.com/watch?v=bUkN7g_bEAIhttps://www.youtube.com/watch?v=UrvaSqN76h4
  15. 15. Thank you guy stephens @guy1067 Come to the edge… Christopher Logue

×