Delivering the next generation service experience… today x Learning from Financial Services and Communicating with 21st Century customers x Intelligent systems to provide precise outcomes whilst making the customer experience effortless and natural x Case studies from utilities and other sectors: insight into leading-edge customer solutions being deployed in the real-world today x Providing a pragmatic balance between differentiation and cost efficiencies http://marketforce.eu.com/events/energy/customer-operations-in-utilities

1. Delivering the next
generation self-service
experience… today
Sebastian Reeve
Director, EMEA Product Strategy and Marketing
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2. Automated customer service, intelligently delivered.
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3. Consumer expectations shifting to EASY
Growing Explosion in use of
Consumer affinity smart devices Speech & Natural Language
for self-service Sets Expectations
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4. Consumer adoption of self-service
55%
of check-ins
1/3
of Tesco
35% transactions
of guests at
1.75M the Hyatt
65% Cashpoints
worldwide
of consumers
turn to Web first Consumers have turned the tables on us in self-service. We introduced IVRs,
for answers ATMs and other automation for the benefit of the Company, but now we can’t
keep up with customer demand for self-service.
Vice President Customer Care
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Large US Airline

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7. Pushing consumer expectations further.
Expectations for what’s possible are being (re)set all the time
(but not by you)
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8. Natural Language Understanding eliminates navigation
(complexity)
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9. Natural Language Understanding as a strategic imperative?
– Making it easier for BT customers – Making it easier to contact
– Strategic initiative to make it easier to Barclaycard by phone
contact and get help from BT – Interactive Voice Response
simplified/faster
– Focus on ‘Net Easy’ measure
– Introducing natural language
– Asks: How easy it is to deal with BT?
response
– Substantial improvement already.
Ian Livingston
Chief Executive, BT Group
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10. Customer Experience Evolution: Case Studies
Tactical Strategic
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11. Case Study: NUON
Dutch energy provider
Solution: Natural Language Call Steering
– Implemented in 90 days
– Targeted: 88% correctly routed calls - actual is 95%
– Net Promoter Score (NPS) up 6 points
– 25% Reduction in Call transfers between staff
– Return on Investment in ~6 months
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12. Case Study: Gaz de France
Provider of Electricity and Gas in French market
Introducing Zoé!
Zoé has been available on the web 24x7x365 since 2008
delivering 85% FCR for ~260,000 conversations per year.
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13. Case Study: USAA
Financial provider pushing the boundaries of self-service
– Financial Services Association Serving the US
Military and Their Families
– Branchless, 9.4m Members, 24,000 Employees
USAA Members and Contacts (Millions)
10.0 1,000
Self-Service MSR Assisted Members
Members 8.8 800
Contacts
7.6 600
6.4 400
5.2 200
4.0 0
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14. Next generation self-service is here already!
Consumer expectations are moving – and they want EASY
– Leading organisations in utilities and other industries are
already mobilising to deliver natural, easy to use self-service
– Natural language understanding plays an important role in
recognising why the customer is calling
– Many organisations begin with NLU in the IVR to recognise
immediate experience and efficiency benefits
– Leaders are extending this investment cross-channel to offer
a joined-up customer experience
that differentiates their brand
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15. Thank you
Sebastian Reeve – Director Products Strategy & Marketing EMEA
Mobile: +44 7501 458876
Email: sebastian.reeve@nuance.com
Twitter: @rrreevo
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 17