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May 2019 Rise & Diversify Breakfast

​Stephen Pappas, Head of North American Operations & Senior Vice President at Panviva and CX (customer experience) Connoisseur, shared his insights on how to deal with diversity and effectively communicate with a diverse customer-base.

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WelcometoRise&Diversify
Sponsors
2
StephenPappas
3
THINK DIFFERENTLY
for Better Experiences
May 2019 Rise & Diversify Breakfast
CX is the new Competitive Edge
55% of organizations
working to
improve CX report
an increase in
revenue
(Dimension Data)
84%
of consumers are
willing to pay
more for a
guaranteed good
experience
(ThinkJar)
55%
of companies
expect to
compete on the
basis of CX in the
next two years
(Gartner 2017).
89%
of people point to
customer experience
as an important
factor in their
purchasing
decisions.
73%
CX CX CX CX

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May 2019 Rise & Diversify Breakfast

  • 6. CX is the new Competitive Edge 55% of organizations working to improve CX report an increase in revenue (Dimension Data) 84% of consumers are willing to pay more for a guaranteed good experience (ThinkJar) 55% of companies expect to compete on the basis of CX in the next two years (Gartner 2017). 89% of people point to customer experience as an important factor in their purchasing decisions. 73% CX CX CX CX
  • 7. How Does our Hiring Help?
  • 8. Just Like our Customers All Are Different So Should Our Workforce
  • 9. Panviva’s Approach Our Customer Personas are different and Our Employees are too We have a multi-cultural, multi-generational, inclusive hiring practice Our main tenant is Customer Centricity (empathy for the customer and the customer’s customers) Our technology helps our customers take the best care of their customers Panviva Technology provides incredible access to information so our customers can have a better hiring practice
  • 10. “It’s our people that make the difference.” “Our service is second to none.” “We have friendly, knowledgeable staff ready to serve you.”
  • 11. Isn’t a Good Experience an EXPECTED STANDARD today?
  • 12. Capture EVERYTHING It Will Surprise You Keep a pad at the main phone, desk, counter, register Write down every call type, question/answer, praise, complaints, comments, inquiries, concerns Write down what people came in for Go over them every week with your staffCategorize and create a job aid so employees answer quickly
  • 13. Take Your Own TOUR! Take a camcorder or phone and video record the customer’s experience. PLAY IT BACK and NOTICE EVERYTHING!
  • 14. Capture the Context When Things ‘Go ______’ It’s not just about knowing something is wrong or something goes right… …figure out the variables around that
  • 15. As you playback the video- remember how each step felt. SEE Good or not so good HEAR Music, chatter, clanking, noise SMELL How pleasant or not FEEL Good experience or bad
  • 16. INTERACTION or TRANSACTION Think through all Processes you run on today • Are each as simplified and frictionless as possible • Are each as pleasant an experience as possible • Are each as expedient as possible
  • 17. Are they getting multi-faceted perspective on your products/services? Are you fostering cross-skilling, up-skilling and multi-skilling? Build up All Employees Once in the job – what is their path to knowledge? How can you prepare every employee to be able to help any customer?
  • 18. Give Your Customer a Seat at the Table As you plan, plan with your customer always in mind Keep everyone in the business thinking about the customer
  • 19. Exclusive Bonus! I will critique it for optimization opportunities you can look at implementing right away Submit Your Video Tour!
  • 20. SimpleCX is the new Methodology SimpleCX was developed to better create a starting point for companies or even departments to be able to build a strawman quickly. It is geared around simple principles that the people closest to the customer experience are in the best position to be engaged in creating your CX Solution.
  • 21. SimpleCX Model Think from outside to inside Analyze each part of the business Score & review the results Prioritize your focus area Examine the focus area Determine the gaps Qualify, quantify, consequence s Root cause analysis RCA Develop SimpleCX plan to address gaps What’s NEXT?
  • 22. Getting on the Same Page Everyone needs to work off the same plan from Executives to Staff Everyone needs to move in the same direction Customers get consistent answers on all channels Customers get the same experience on every device and channel Look for a technology that supports a single source of truth and authoring for every employee and beyond in every situation.
  • 23. How can you Leverage CX In Your Business Learn more about your customer’s needs and wants Importance of making people feel like a million bucks !What will you do first to positively affect your Customer's Experiences? !
  • 24. Thank You! Thank you for allowing me to participate in your learning! Email me! spappas@panviva.com
  • 27. Rise & Diversify Breakfast July 16, 2019 Panviva 27