Cultivating innovation in the workplace 080316 (2)
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The document discusses how digital technologies are shifting customer relationships and contact centers. It notes that artificial intelligence, mobile strategies, peer engagement, and on-demand models are changing customer service. New ways of working include building service ecosystems that leverage customers, social media, ratings/reviews and other resources to provide help beyond traditional contact centers. The goal is to apply these new technologies and approaches to create limitless, high-trust relationships and remove boundaries between customers and organizations.
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Cultivating innovation in the workplace 080316 (2)
- 2. 400+brands 14 > €1bn 172000colleagues 48CECs 700+advisors 8 regions €48bn t/ 60% outsourced 50%self service 98markets 1bn relationships 2bn per day
- 3. le call customer service Yesterday Today Tomorrow
- 4. Messaging Artificial intelligence Mobile first strategies Peer to peer engagement On demand service models The fluid workforce & sharing economy TRUST is the currency of the new digital age
- 6. the digital shift is creating exponential relationship opportunities
- 7. Limitless Relationships = Insight Remove Boundaries What Why How
- 8. Customers Contact Centres Rest of business Friends / word of mouth Corporate Digital Assets Social Media Operations Digital Ratings & reviews High trust Finite resources Low engagement Customer Experience Now
- 10. The contact centre may not always the best place to help a customer Service Ecosystem New ways of working
- 11. The creativity & ingenuity of human talent is subdued by the mundane, repetitive, routine & uninspiring tasks that eat up 80% of our daily lives Artificial Intelligence New Tech
- 12. Putting customers at the heart of a service ecosystem Customers Friends Social Media Ratings & reviews Paid peers on demand Brand FansCustomers helping customers Rest of business employees Contact Centre Partners / Suppliers High engagementCorporate Digital Assets Limitless resourcing High Trust
Editor's Notes
- We are moving from a world of contained service to proactive engagement where customers expect businesses to listen and act almost in real time. Businesses that take advantage of this will have very powerful insight and behavioural data at their fingertips that will enable them to respond to customer needs and desires more effectively providing competitive advantage. Yesterday - People call customer service Today - Number of calls are decreasing, number of social conversations have increased Tomorrow - People expect on-demand service & real dialogue with brands listening to what they have to say