The document discusses the future of customer service and experience. It notes that customer experience goes beyond just customer service by being a full, end-to-end experience from first hearing about a company to receiving a purchased product. It also discusses how customer experience will be a key factor for various industries like retail, government, healthcare and finance. The retail sector in particular will be dominated by customer experience as customers have more choices and ways to access those choices through different channels.

1. Future of Customer Service
Project for CRM Dynamics

2. Every time you ship a package, withdraw cash from the ATM, or call your health
insurance provider, you’re experiencing a service system. Service design is
choreographing the dynamic interactions between companies and people, this cannot
only transform a company’s image but also it can improve people’s lives.
And today companies talk in terms of an even more holistic approach : customer
experience
“Customer experience is bigger than customer service in that it is full, end to end
experience. It starts when you first hear about Amazon from a friend, and ends when you
get the package in the mail and open it.”
– Jeff Bezos, Amazon CEO

3. Government Health Care
Retail Finance

4. Voting experience Chronic ailments
Tax payment Geriatric care
Employment interface Maternal health care
Patient centered hospitals
Positive behavior change
DIY health care
Government Health Care
Unorganized retailing ATM, self services
Online/ Remote retail Savings, micro insurance
Self service outlets
Information and choice
explosion
Crowd funding
Checkout experience
Retail Finance

5. Retail sector is dominated by customer experience. There are multiple
choices for a customer today and multiple mediums to access these choices
as well, this makes customer interaction and engagement an important part of
the strategy.

7. Unorganized Retail
Organized Retail

8. Probe Kit

9. Personalization enhances experiences.
I like occasional treats and surprises.
My time and money is valuable.
My friend’s viewpoint is important for decision making.
Reputation is collateral.
I see value when I can literally see it, a tangible result.

10. Journey Maps

12. Time Brand Information Sharing Cost
Location Interaction
Factors

13. Consumers use multiple channels to research, browse and shop. There
will be two main drivers for future disruption in retail commerce and both
of them are closely tied to more mobile adoption:
a) The payments process and
b) Capturing data of the consumer at the time of the purchase intent.
The biggest advantage of mobile channel is that it includes the time
dimension; it allows a two way interaction between company and
consumer at the right time.

14. Direction :
Understand inter-relationship between consumer’s retail experience and
their mobile interaction.
And use these findings to explore solutions for companies using CRM
technologies that improves customer satisfaction and enhance customer
experience at various touch-points with the company.