5 Tech Trends Redefining the Customer Experience
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Presentation delivered at UC Expo, April 2016. The scene-set is around the speed of change, why customer expectations are set so high, and where this demand for convenience creates opportunities for organisations to capitalise in the Customer Experience space.
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5 Tech Trends Redefining the Customer Experience
- 2. Only leader in both Cloud and Premise
- 4. 23:59:59
- 7. “…customers’ definition of what’s fast and what’s not has grown more extreme on almost daily basis.”
- 10. • Differentiation • Knowledge/Education • Scalability • Dynamic Pricing “Amazon changes its prices every 10 minutes based on the data it collects in real time.” Econsultancy, Forbes MultiModal
- 11. MultiModal Take-Aways • TOM and Customer Journey Mapping • Tools for your Agents to lead and educate • Automate Low CPV, Innovate High CPV
- 12. IoT
- 13. IoT Take-Aways • A Target Operating Model and Customer Journey Mapping • The best service… • Differentiate, Innovate, Automate • But remember… Just because you can…
- 14. …Doesn’t mean you should #internetofstupidthings
- 15. Data Science Cool vs. Creepy
- 16. Data Science Take-Aways • The best service… • Proactive, Cognitive, Timely • Don’t be creepy
- 17. BOTS Take-Aways • Adaptive: Changing the role of humans • Challenge Roadmap • Start with now: Speech Biometrics
- 18. Micro Services
- 19. MicroServices Take-Aways • Growth, Flex, Security and Resilience • NOT cost-driven: Innovation-driven • Be Inquisitive
Editor's Notes
- SLIDE 12 Because though we are the only recognized leader in both the premise and cloud contact center space, we wanted to change how we deliver technology to your changing business, and to your customers’ changing expectations.
- SLIDE 4 Forbes agrees with the previous quote when they wrote, “customers definition of what’s fast and what’s not has grown more extreme on almost a daily basis.” Customers’ definition of what’s fast and what’s not has grown more extreme on an almost daily basis. An escalating expectation of timeliness doesn’t just apply to product and services delivery (where amazon.com has so dramatically set the lead). It applies to the speed of response they expect from you to any issue they have or query they shoot your way. Remember, “we respond to all inquiries within 24 hours” means you’re answering in about 46 days, I figure, if you do the conversion to internet time. It’s simply not good enough.
- SLIDE 3 This quote is a great example of technology’s affect on time. “Before you marry a person, you should first make them use a computer with slow internet to see who they really are. This is funny because it’s true. Every leap in internet speed does not cause happier consumers, it merely sets the bar higher for what consumers expect to be the new normal.