Delivering
                                     Customer Experience
                                              in the C...
Meet Sam




© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     A.K.A.
Mr. Director
                 of Customer Service




© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     Sam lives in …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     He takes the …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     and enjoys …
© 2009 RightNow Technologies, Inc.
Sam cheers for …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
Sam is Great at …
© 2009 RightNow Technologies, Inc.
Leading People
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     But lousy at …
Customer Service




© 2009 RightNow Technologies, Inc.
Sam’s
contact center
        looks like …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
His website
                                         looks like …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
when it
      Should look like …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
to make
                          Matters worse …
© 2009 RightNow Technologies, Inc.
Infrastructure costs are high




© 2009 RightNow Technologies, Inc.
Sam
            doesn’t know
               any better.



© 2009 RightNow Technologies, Inc.
Sam, meet Diane.


© 2009 RightNow Technologies, Inc.
Ms. Manager
       of Customer Experience




© 2009 RightNow Technologies, Inc.
Diane also lives in …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     commutes on …
© 2009 RightNow Technologies, Inc.
and cheers for …
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
Diane is also
                           Good at …
© 2009 RightNow Technologies, Inc.
LEADERSHIP



© 2009 RightNow Technologies, Inc.
but is
                                       Great at …
© 2009 RightNow Technologies, Inc.
Customer
     Experience



© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
She understands…
© 2009 RightNow Technologies, Inc.
3 EXPERIENCES THAT MATTER




© 2009 RightNow Technologies, Inc.
Benefits of Cloud Computing




© 2009 RightNow Technologies, Inc.
The RULES of
    business have CHANGED




© 2009 RightNow Technologies, Inc.
Let’s take a look




© 2009 RightNow Technologies, Inc.
WEB EXPERIENCE


© 2009 RightNow Technologies, Inc.
Establish a Knowledge Foundation
© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
SOCIAL EXPERIENCE


© 2009 RightNow Technologies, Inc.
What is Social Media?




© 2009 RightNow Technologies, Inc.
Social Media uses                    Internet and web-based
                                technologies to transform broa...
© 2009 RightNow Technologies, Inc.
Listen and Participate




© 2009 RightNow Technologies, Inc.
Connect
 and
  Engage




© 2009 RightNow Technologies, Inc.
Support Community


                                     Innovation Community


                                     Socia...
CONTACT CENTER
                                     EXPERIENCE


© 2009 RightNow Technologies, Inc.
Empower Frontline Employees
 © 2009 RightNow Technologies, Inc.
Offer
   Multi-Channel
             Choice



© 2009 RightNow Technologies, Inc.
Listen to your Customers




© 2009 RightNow Technologies, Inc.
Design Seamless Experiences




© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
Measure and Continuously Improve
 © 2009 RightNow Technologies, Inc.
Cloud Computing


© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
5 Pillars of IT Transformation
    1. Citizen Engagement
    2. Cost Reduction
    3. Secure Computing
    4. Innovation
 ...
Characteristics                      Benefits
 On Demand Service                        Innovation
 Shared IT Resources   ...
Hybrid
                                     Private
                                     (Community)




                 ...
Software-as-a-Service (SaaS)

           Platform-as-a-Service (PaaS)

Infrastructure-as-a-Service (IaaS)


© 2009 RightNo...
Cloud solution must
 address security
 challenges … starting
 point is NIST-853
 Moderate




© 2009 RightNow Technologies...
The RULES of
    business have CHANGED




© 2009 RightNow Technologies, Inc.
SOFTWARE                            as a Service




© 2009 RightNow Technologies, Inc.
Software as a SERVICE




© 2009 RightNow Technologies, Inc.
Results




© 2009 RightNow Technologies, Inc.
Expertise




© 2009 RightNow Technologies, Inc.
Deliver on the Promise




© 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
                                     Thank you
© 2009 RightNow Technologies, Inc.
Kevin T. Paschuck
            Vice President, Public Sector
    kevin.paschuck@rightnow.com
                              ...
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Dgi Keynote Kevin Paschuck Right Now Technologies Dec 3 2009

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How to Improve Customer Experience while Reducing Costs.

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Dgi Keynote Kevin Paschuck Right Now Technologies Dec 3 2009

  1. 1. Delivering Customer Experience in the Cloud Kevin Paschuck Vice President, Public Sector December 3, 2009 © 2009 RightNow Technologies, Inc.
  2. 2. Meet Sam © 2009 RightNow Technologies, Inc.
  3. 3. © 2009 RightNow Technologies, Inc. A.K.A.
  4. 4. Mr. Director of Customer Service © 2009 RightNow Technologies, Inc.
  5. 5. © 2009 RightNow Technologies, Inc. Sam lives in …
  6. 6. © 2009 RightNow Technologies, Inc.
  7. 7. © 2009 RightNow Technologies, Inc. He takes the …
  8. 8. © 2009 RightNow Technologies, Inc.
  9. 9. © 2009 RightNow Technologies, Inc. and enjoys …
  10. 10. © 2009 RightNow Technologies, Inc.
  11. 11. Sam cheers for … © 2009 RightNow Technologies, Inc.
  12. 12. © 2009 RightNow Technologies, Inc.
  13. 13. Sam is Great at … © 2009 RightNow Technologies, Inc.
  14. 14. Leading People © 2009 RightNow Technologies, Inc.
  15. 15. © 2009 RightNow Technologies, Inc. But lousy at …
  16. 16. Customer Service © 2009 RightNow Technologies, Inc.
  17. 17. Sam’s contact center looks like … © 2009 RightNow Technologies, Inc.
  18. 18. © 2009 RightNow Technologies, Inc.
  19. 19. His website looks like … © 2009 RightNow Technologies, Inc.
  20. 20. © 2009 RightNow Technologies, Inc.
  21. 21. when it Should look like … © 2009 RightNow Technologies, Inc.
  22. 22. © 2009 RightNow Technologies, Inc.
  23. 23. to make Matters worse … © 2009 RightNow Technologies, Inc.
  24. 24. Infrastructure costs are high © 2009 RightNow Technologies, Inc.
  25. 25. Sam doesn’t know any better. © 2009 RightNow Technologies, Inc.
  26. 26. Sam, meet Diane. © 2009 RightNow Technologies, Inc.
  27. 27. Ms. Manager of Customer Experience © 2009 RightNow Technologies, Inc.
  28. 28. Diane also lives in … © 2009 RightNow Technologies, Inc.
  29. 29. © 2009 RightNow Technologies, Inc.
  30. 30. © 2009 RightNow Technologies, Inc. commutes on …
  31. 31. © 2009 RightNow Technologies, Inc.
  32. 32. and cheers for … © 2009 RightNow Technologies, Inc.
  33. 33. © 2009 RightNow Technologies, Inc.
  34. 34. Diane is also Good at … © 2009 RightNow Technologies, Inc.
  35. 35. LEADERSHIP © 2009 RightNow Technologies, Inc.
  36. 36. but is Great at … © 2009 RightNow Technologies, Inc.
  37. 37. Customer Experience © 2009 RightNow Technologies, Inc.
  38. 38. © 2009 RightNow Technologies, Inc.
  39. 39. She understands… © 2009 RightNow Technologies, Inc.
  40. 40. 3 EXPERIENCES THAT MATTER © 2009 RightNow Technologies, Inc.
  41. 41. Benefits of Cloud Computing © 2009 RightNow Technologies, Inc.
  42. 42. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
  43. 43. Let’s take a look © 2009 RightNow Technologies, Inc.
  44. 44. WEB EXPERIENCE © 2009 RightNow Technologies, Inc.
  45. 45. Establish a Knowledge Foundation © 2009 RightNow Technologies, Inc.
  46. 46. © 2009 RightNow Technologies, Inc.
  47. 47. SOCIAL EXPERIENCE © 2009 RightNow Technologies, Inc.
  48. 48. What is Social Media? © 2009 RightNow Technologies, Inc.
  49. 49. Social Media uses Internet and web-based technologies to transform broadcast monologues (one to many) into social media dialogues (many to many). It allows everyone to be a publisher of knowledge and information, transforming people from content consumers into content producers. © 2009 RightNow Technologies, Inc.
  50. 50. © 2009 RightNow Technologies, Inc.
  51. 51. Listen and Participate © 2009 RightNow Technologies, Inc.
  52. 52. Connect and Engage © 2009 RightNow Technologies, Inc.
  53. 53. Support Community Innovation Community Social Experience Designer © 2009 RightNow Technologies, Inc.
  54. 54. CONTACT CENTER EXPERIENCE © 2009 RightNow Technologies, Inc.
  55. 55. Empower Frontline Employees © 2009 RightNow Technologies, Inc.
  56. 56. Offer Multi-Channel Choice © 2009 RightNow Technologies, Inc.
  57. 57. Listen to your Customers © 2009 RightNow Technologies, Inc.
  58. 58. Design Seamless Experiences © 2009 RightNow Technologies, Inc.
  59. 59. © 2009 RightNow Technologies, Inc.
  60. 60. Measure and Continuously Improve © 2009 RightNow Technologies, Inc.
  61. 61. Cloud Computing © 2009 RightNow Technologies, Inc.
  62. 62. © 2009 RightNow Technologies, Inc.
  63. 63. 5 Pillars of IT Transformation 1. Citizen Engagement 2. Cost Reduction 3. Secure Computing 4. Innovation 5. Transparency © 2009 RightNow Technologies, Inc.
  64. 64. Characteristics Benefits On Demand Service Innovation Shared IT Resources Lower Cost / Greener Dynamic Scalability Running Instantly Device Independence Deploy on any Client Subscription Service Pay for Actual Usage © 2009 RightNow Technologies, Inc.
  65. 65. Hybrid Private (Community) Public The Cloud © 2009 RightNow Technologies, Inc.
  66. 66. Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Infrastructure-as-a-Service (IaaS) © 2009 RightNow Technologies, Inc.
  67. 67. Cloud solution must address security challenges … starting point is NIST-853 Moderate © 2009 RightNow Technologies, Inc.
  68. 68. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
  69. 69. SOFTWARE as a Service © 2009 RightNow Technologies, Inc.
  70. 70. Software as a SERVICE © 2009 RightNow Technologies, Inc.
  71. 71. Results © 2009 RightNow Technologies, Inc.
  72. 72. Expertise © 2009 RightNow Technologies, Inc.
  73. 73. Deliver on the Promise © 2009 RightNow Technologies, Inc.
  74. 74. © 2009 RightNow Technologies, Inc. Thank you
  75. 75. © 2009 RightNow Technologies, Inc.
  76. 76. Kevin T. Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com kevin_paschuck © 2009 RightNow Technologies, Inc.

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