Customer Service is the new normal

•

0 likes•60 views

Sublim kundeservice handler om at se mulighederne. Og om at have adgang til de data, der kan gøre dem til virkelighed. Er det på plads, kan du med hjælp af de digitale værktøjer som IoT, Predictive Analytics, Machine Learning og begreber som Customer First Advocacy give dine servicemedarbejdere i marken et enestående grundlag for at skabe kunder, der ikke bare er tilfredse, men tæt på afhængige. Det handler først og sidst om samspil og fælles fundament – og med Microsoft Dynamics CRM 2016 er det ikke længere teknologien, der sætter grænser for, hvad du kan.

Technology

NOT TECHNOLOGY BUT
CHANGING
HUMAN BEHAVIOUR

ZERO TOLERANCE
BROKEN
CONVERSATION
YOU DON'T EVEN
KNOW ME
POOR
EXPERIENCES
IMPERSONAL
& IRRELEVANT

THE NEW CUSTOMER RELATIONSHIP
ON DEMAND
SERVICES AND
PRODUCTS
THE MOST
PERSONAL
EXPERIENCES
THE MOST
ULTIMATE
CONVENIENCE
AWESOME
COMPANIES
TO BUY FROM

CUSTOMER EXPERIENCE
OMNI-CHANNELSELF-SERVICE
SOCIAL CUSTOMER SERVICE

DELIVERY CENTER
OF
THE MOST
PERSONAL
CUSTOMER
EXPERIENCES

61
EFFORTS
(CONVENIENCE IS THE NEW LOYALTY°)

Low effort High effort
Likely to continue being a customer

65
FOCUS ON GETTING
POSITIVE EXPERIENCES

THEY WANT TO BE IN
CONTROL OF THE
EXPERIENCE WITHOUT
ANY INTERFERENCE

CUSTOMER
JOURNEY
SALES
MARKETING
SERVICE

MAKE SURE YOUR SERVICE
AGENTS
EXCEL IN THESE UNIQUE
HUMAN SKILLS:
PASSION
EMPATHY
CREATIVITY

Our current customer
service won’t meet
future customer
needs
80%
Dimension Data 2015 Global Contact Centre Benchmarking Report

FOUR STEPS FOR
IMPLEMENTING
THE STRATEGY

STEP 1
CENTRALIZE
ALL
CUSTOMER SERVICE
COMPONENTS

STEP 2
UTILIZE AUTOMATION
AND SELF-SERVICE

90%
2015 Global State of Multichannel Customer Service Report

SUPPORTING NEW
CHANNELS AND
TECHNOLOGIES

My expectations for
customer service are
higher than they were
just one year ago60%
2015 Global State of Multichannel Customer Service Report

STEP 4
EXTEND THE CUSTOMER
SERVICE TO THE WHOLE
ORGANIZATION

Customer
Centric
Model
ON DEMAND
SERVICES
AND
PRODUCTS

CREATE
DATA
CONTENT
KNOWLEDGE
IN DIFFERENT
AREAS
OF
THE ORGANIZATION

LEVERAGE
THE
INTERNAL
AND EXTERNAL
NETWORK
EVEN IF
NOT MANAGED
BY THE ORGANIZATION

SPREAD OUT
PROCESSES THAT
CREATE AND IMPROVE
THE INFORMATION
FAST
THROUGHOUT
THE ORGANIZATION

CUSTOMER SERVICE
IS NO LONGER
PERCEIVED AS A
DEPARTMENT

CUSTOMERS SEE CUSTOMER SERVICE
AS THE FRONT END OF A COMPLEX
ECOSYSTEM

TO BECOME
AN AWESOME COMPANY
TO BUY FROM

BYPASS CONVENTION RULES.
10X REMOVE SERVICE FRICTION.
10X PIMP CUSTOMER EXPERIENCE.
LEVERAGE THE NETWORK.

‘SOMETIMES PEOPLE
REMEMBER WHAT
YOU SAY. SOMETIMES
PEOPLE REMEMBER
WHAT YOU DO. BUT
THEY ALWAYS
REMEMBER HOW
YOU MAKE THEM
FEEL’.
Maya Angelou
Author, Poet & Playwright

One Hour is the largest outsourced delivery network in the UK, with over 30,000 delivery drivers across the country. It provides instant delivery services 24 hours a day to online retailers, e-commerce businesses, food chains, and individuals by connecting customers to available local drivers through a web app or API. One Hour aims to alleviate the problems that businesses face with managing their own delivery fleets by offering an on-demand network of drivers who can deliver packages within minutes for a low flat fee starting at £4.50.

The Customer Revolution or Evolution? Presented @ CRM Evolution

SAP

Is it a Revolution or Evolution? That's up for debate. But IT IS the Age of the Digitally Empowered Customers --who are Digitally Connected, Socially Networked, and Better Informed than ever before. Therefore, the customer journey no longer linear dictated by organizations. Rather EVERY JOURNEY of the empowered customers are UNIQUE, and EVERY POINT OF ENGAGEMENT ALONG THE WAY matters. It’s time to change the game and Engage Customers Like Never Before. Across every touch-point, every channel – spanning the physical and the digital domains. Guide the journey and develop advocates. Are you ready?

DOC-20160803-WA0001

StraightDrive Softlab LLP

Room gizmo

Evgeny Vakhteev

The document introduces RoomGizmo, an online tablet solution that allows hotel guests to order room service, amenities, and other items from their room, addressing outdated paper menus and inconvenient phone ordering. It discusses problems with current hotel service methods like language barriers and the inability to access services from the room. The solution claims to increase hotel revenue by 15-30% on average through the tablet solution which provides a more convenient customer experience and access to services.

Présentation

Manon Vanschepdael

Android Application - Paresh Nanda

nandapareshmobileapp

Add reality

Startupvillage2015

AddReality develops software for interactive digital displays in stores to improve customer engagement. Their software allows retailers to create and manage content on digital signs, tablets, and other devices to increase sales through upselling and cross-selling. AddReality is seeking $240,000 in investment for marketing, product development, and intellectual property protection as they aim to sell over 10,000 software licenses in 2016.

The DeliverLogic Partner Program

Leanne Beesley

DeliverLogic is a restaurant delivery network that allows partners to earn commissions by referring customers to order delivery and takeout from over 5,800 restaurants. The document outlines how partners can integrate DeliverLogic's ordering and delivery services into their own platforms or websites to provide an enhanced experience for customers. Partners benefit from DeliverLogic's large network across 474 cities, efficient operations, and high commissions from the growing online delivery market without taking on extra work themselves.

This document outlines the tasks and assessment criteria for a student's final major project. The project requires the student to: 1. Devise, develop, and research an original idea for a media product. They must plan the production process, manage pre-production, production, and post-production, and create a finished media product. 2. Work independently to plan and complete all stages of the project from initial research and pitching the idea through to the final evaluation. 3. Gather audience feedback and evaluate their final product based on technical quality, skills developed, matching their original intentions, time management, reaching their target audience, and how they would improve if doing the project again. The student must complete

Intro

Microsoft

engine_terminology 2

Alexballantyne

Microsoft Next 2014 - Insights session 4 - Fra erfaringsbaseret til videns ba...

Microsoft

Workflow

Alexballantyne

This document summarizes what was learned in 16 video tutorials about creating a basic space shooter game. It describes learning how to create sprites, collision masks, player and enemy movement, backgrounds, shooting, spawning enemies, collision detection, health systems, scoring, and particle effects. The goal was to build out the mechanics and visuals needed for a functional prototype space shooter game.

Windows 10 – en platform på tværs af devices

Microsoft

Business Insight 2014 - Skab indsigt med story telling, Anders Spur Hansen, B...Microsoft

engine_terminology 2

Alexballantyne

Cyber Security Conference - Msps cybersecurity whitepaper

Microsoft

This document discusses cybersecurity and provides a framework for governments to develop long-term cybersecurity strategies. It proposes a model with five areas: alignment with social, economic and political factors; development of cybersecurity strategies and policies; protection of critical infrastructure; implementation of national cybersecurity projects and solutions; and stakeholder engagement. The document emphasizes that cybersecurity initiatives must be aligned with a country's legal system and social norms, consider economic impacts, and involve collaboration between government and the private sector to be successful long-term strategies.

Work flow unity

Alexballantyne

The document describes the process of creating a desert shanty town terrain in Unity. The creator first built a terrain and made it smaller, then added hills, boundaries, and textures to make the map look realistic. Assets from the Unity asset store were used to build multiple towns, roads, an oasis with trees and structures, and an army base to fill out the map. A skybox was also added to set the mood and prevent a grid appearance.

Besparelser og forbedret produktivitet

Microsoft

Derfor skal du bruge en DataLake

Microsoft

5 forretningsfordele ved Microsoft Dynamics CRM

Microsoft

Et godt CRM system er vejen til et højt kundeengagement. CRM bidrager til ét konsolideret billede af kunden og skaber værdi på tværs af organisationen – i salg og marketing, hos projektlederen, serviceteknikeren og hos ledelsen. At alle kender kunden har afgørende betydning for fastholdelse, loyalitet og mersalg. Derfor er valget af CRM-platform kritisk. Få indblik i de 5 afgørende forretningsfordele, som Microsoft Dynamics CRM giver din virksomhed. Jesper Osgaard, Technology Solutions Professional, Microsoft

Seminar -praktikum_dlya_prepodavateley_sposobylili4ka54

Et kig på fremtidens medarbejder

Microsoft

Hvordan kommer vi til at arbejde i fremtiden? Hvad skal der til for at rekruttere, fastholde og motivere fremtidens medarbejder? Hvordan bliver fremtidens virksomhedsorganisation? Morten Bay er ikke i tvivl: Udviklingen henover de næste ti år kommer til at ændre voldsomt på den måde, vi roller og lederskab på, fordi teknologien lige nu tager syvmileskridt, der rækker dybt ind i vores hverdag. Med baggrund i sine tre bøger om netværkssamfundet, inklusive den kommende Velkommen til Computopia, giver Morten Bay et hæsblæsende indblik i de forandringer der kommer over de næste 10 år. De forandringer, vi skal forberede os på for at være helt fremme i skoene, når fremtidens medarbejder melder sig på jobbet for første gang. Morten Bay, Forfatter, Jounalist og Internet-forsker

Ig je game engines_y2_assignment brief

Alexballantyne

The document outlines an assignment for a games design qualification involving analyzing game engines. It includes 3 tasks: 1) producing a report on the purposes and components of game engines using industry terminology; 2) creating a playable 2D game level in Game Maker to industry standards; and 3) creating a playable 3D game level in Unity to industry standards. The tasks are mapped to learning outcomes and grading criteria.

мо 2 р.н.п.lili4ka54

Social Selling - The new normal

Microsoft

Trusted Cloud

Microsoft

Cloud Computing markedet er præget af både mange myter og mange forskellige definitioner – i sessionen gives et indblik i de overordnede elementer set fra Microsofts vinkel. Hvordan håndterer Microsoft cyberkriminalitet, beskyttelse af privacy, overholdelse af gældende lovgivning, internationale standarder etc. Der gives også gode råd om, hvad man bør overveje i sin vurdering af hvad Cloud evt kan hjælpe virksomheden med og ikke mindst hvordan man i mange tilfælde kan opnå et markant højere sikkerhedsniveau gennem implementeringen af rene eller hybride cloud løsninger.

Find værdi i alle data

Microsoft

Digital Customer Service

Operational Excellence Consulting

[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps. As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction. This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system. LEARNING OBJECTIVES 1. Acquire knowledge and the key concepts of Digital Customer Service 2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service 3. Highlight the pitfalls to avoid and success factors for Digital Customer Service CONTENTS 1. Introduction and Key Concepts of Digital Customer Service 2. Approaches and Practices of Digital Customer Service 3. Techniques and Skills for Human Supported Digital Customer Service 4. Pitfalls to Avoid and Factors for Success To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations

SAP Hybris Cloud CRM Event - Go beyond traditional CRM, Cloud CRM

Sundae Solutions Co., Ltd.

The document discusses how cloud CRM can help companies go beyond traditional CRM and deliver end-to-end service excellence. It notes that customers are changing and empowered by technology while having higher expectations. Traditional selling and service models are becoming obsolete. The cloud allows companies to be mobile, have complete customer insight, and engage customers across multiple channels to accelerate sales and transform customer service.

Viewers also liked

_ig5 assignment final major project 2014 to 2015

Alexballantyne

Intro

Microsoft

engine_terminology 2

Alexballantyne

Microsoft Next 2014 - Insights session 4 - Fra erfaringsbaseret til videns ba...

Microsoft

Workflow

Alexballantyne

Windows 10 – en platform på tværs af devices

Microsoft

Business Insight 2014 - Skab indsigt med story telling, Anders Spur Hansen, B...Microsoft

engine_terminology 2

Alexballantyne

Cyber Security Conference - Msps cybersecurity whitepaper

Microsoft

Work flow unity

Alexballantyne

Besparelser og forbedret produktivitet

Microsoft

Derfor skal du bruge en DataLake

Microsoft

5 forretningsfordele ved Microsoft Dynamics CRM

Microsoft

Seminar -praktikum_dlya_prepodavateley_sposobylili4ka54

Et kig på fremtidens medarbejder

Microsoft

Ig je game engines_y2_assignment brief

Alexballantyne

мо 2 р.н.п.lili4ka54

Social Selling - The new normal

Microsoft

Trusted Cloud

Microsoft

Find værdi i alle data

Microsoft

Viewers also liked (20)

_ig5 assignment final major project 2014 to 2015

Intro

engine_terminology 2

Microsoft Next 2014 - Insights session 4 - Fra erfaringsbaseret til videns ba...

Workflow

Windows 10 – en platform på tværs af devices

Business Insight 2014 - Skab indsigt med story telling, Anders Spur Hansen, B...

engine_terminology 2

Cyber Security Conference - Msps cybersecurity whitepaper

Work flow unity

Besparelser og forbedret produktivitet

Derfor skal du bruge en DataLake

5 forretningsfordele ved Microsoft Dynamics CRM

Seminar -praktikum_dlya_prepodavateley_sposoby

Et kig på fremtidens medarbejder

Ig je game engines_y2_assignment brief

мо 2 р.н.п.

Social Selling - The new normal

Trusted Cloud

Find værdi i alle data

Similar to Customer Service is the new normal

Digital Customer Service

Operational Excellence Consulting

SAP Hybris Cloud CRM Event - Go beyond traditional CRM, Cloud CRM

Sundae Solutions Co., Ltd.

Branch Transformation (Presentacion)

Asociación de Marketing Bancario Argentino

SEND15 | The Customer Journey in a Digital World: One customer. Many journeys...

Contactlab

Know Thy Customer Analytics

mindstremanalysis

Three key shifts are occurring around cloud, data, and customer engagement. To succeed, companies must understand each customer as an individual, create engaging experiences, and ensure authentic brand and culture alignment. Effective customer analytics requires integrating data from all touchpoints to provide a holistic view of customers. IBM's ExperienceOne portfolio aims to do this through solutions for customer analytics, omni-channel engagement, and digital experiences to improve relationships and maximize loyalty. CMOs and CIOs must collaborate to leverage these new capabilities.

Branch Transformation

Asociación de Marketing Bancario Argentino

Improving the Home Mover Experience

Sarah Elting

7 Innovations to Supercharge the Branch Experience and Better Connect with Cl...

Emily Sweillam

Marketing Plan - AppliCare

Vyshak Iyengar

Presence - Customer experience optimisation through a customer-centric Contac...

Contact Centre Management Group

This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.

Smart business - Avaus' perspective

Avaus

Why Smart Business? Are you trying to sell your customer office chairs - or an efficient and comfortable working environment? Smart Business means not only thinking outside the box, but thinking about the three boxes next to it, too. It´s creating whole solutions instead of products and services, helping your customer to "get the job done". A Smart Company will take the leading position in its genre by creating indisputable loyalty and bond to its customers, while operating the entire value chain trough best available insight. A Smart Company can influence the entire value chain by both demand leadership and supply leadership. Smart Business results in a scalable, diverse and continuous business models and pricing, economies of scale and a hard-to-copy competitive edge. Why Avaus? Becoming a Smart Business requires critical changes: transformation into service business and data management. To do this, you need to not only create winning service solution concepts, but to adapt and master technologies to gather, manage and utilise data born within your services. At Avaus, we know concepts, technology and analytics. We are the one partner, that can help you become a Smart Business. To find out more about our approach to smart business - contact us at www.avaus.fi. In Finnish / Suomeksi: Smart on palveluliiketoimintaan siirtymistä ja siitä syntyvän datan hyödyntämistä eri teknologioiden (mobiili ym) avulla. Smart toimija laventaa liiketoimintaansa skaalautuvilla bisnesmalleilla ja saavuttaa vaikeasti kopioitavaa kilpailuetua asiakas "lock-in":illä ja kokonaisvaltaisilla palveluratkaisuilla. Arvoketjun tarjonta- ja kysyntävoimat siirtyvät tämän yhden näkijän hallitaviksi. Oleellista tässä kehityksessä on toimiva palvelumuotoilu, oikeat teknologiat ja hyvä analytiikka. Ja nämä Avaus osaa. Haluatko tietää enemmän Avauksesta tai lähestymistavastamme? Ota rohkeasti yhteyttä! www.avaus.fi

Keynote Lavacon 2016 - Content as a Strategic Asset

Aaron Fulkerson

The problem with modern self service

Relay Network

The document discusses challenges with self-service tools from a business perspective based on a survey. It finds that while most customers prefer self-service options, many self-service tools are ineffective and businesses struggle to see a return on investment from them. The document promotes an approach called "guided service" which directs customers to the right solutions, tools, and actions to better address customer needs compared to traditional self-service which assumes customers know how to get tasks done themselves. Large companies across various industries have seen benefits like reduced costs and improved customer satisfaction by adopting guided service approaches.

Aaron Fulkerson: A New Category of Customer Engagement Software

Jack Molisani

This document discusses the shift from traditional product manuals and marketing content to an on-demand understanding model where "smart content" is available everywhere along the customer journey. It notes that winning companies have transformed their content into a customer experience that enables them to learn from and understand buyers and customers. The document promotes MindTouch as a software that turns user manuals into a modern digital experience that drives engagement and provides an on-demand understanding through smart content available throughout the customer journey.

Digital transformation by Satwik

satwik gangavarapu

[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the Stack

Precisely

As a CX and marketing professional, you are responsible for communicating and engaging with your prospects and clients in their moment of need. We’d like to introduce you to our powerful portfolio of digital solutions designed for CX and marketing professionals. View this on-demand webinar to explore the key channels where your customers want to engage with you – and how as a customer-obsessed organization, you can embrace new market opportunities and exceed their expectations.

Trends from the New Energy Consumer: Getting Instant Everything from Energy P...

accenture

East African Business Summit - business model session

Alexander Osterwalder

1) Business models are a priority for many business leaders today as a way to gain competitive advantage through innovation. 2) A new business model was presented that provides mobile phone connectivity to rural villages through partnerships between a phone company, microfinance institution, and local women entrepreneurs. 3) The business model has been very successful, providing phone access to over 100 million people and generating over $100 million in annual revenues while providing an average of $700 per year in profits to each local entrepreneur.

2nd shift customer care evening solutions presentation powerpoint

Infinity Contact

The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.

Crm service automation

Ana Meireles

Businesses should implement service automation (SA) to effectively process and analyze large amounts of customer data, improve customer experience, and increase customer retention. SA enhances service effectiveness and efficiency by automating routine tasks, integrating customer touchpoints, and routing requests to appropriate agents. It also improves employee work experience and productivity by providing tools and equal workload distribution. Overall, SA strengthens customer relationships through personalized service, feedback, and engagement across multiple digital platforms.

Similar to Customer Service is the new normal (20)

Digital Customer Service

SAP Hybris Cloud CRM Event - Go beyond traditional CRM, Cloud CRM

Branch Transformation (Presentacion)

SEND15 | The Customer Journey in a Digital World: One customer. Many journeys...

Know Thy Customer Analytics

Branch Transformation

Improving the Home Mover Experience

7 Innovations to Supercharge the Branch Experience and Better Connect with Cl...

Marketing Plan - AppliCare

Presence - Customer experience optimisation through a customer-centric Contac...

Smart business - Avaus' perspective

Keynote Lavacon 2016 - Content as a Strategic Asset

The problem with modern self service

Aaron Fulkerson: A New Category of Customer Engagement Software

Digital transformation by Satwik

[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the Stack

Trends from the New Energy Consumer: Getting Instant Everything from Energy P...

East African Business Summit - business model session

2nd shift customer care evening solutions presentation powerpoint

Crm service automation

Recently uploaded

Monitoring Java Application Security with JDK Tools and JFR Events

Ana-Maria Mihalceanu

Data structures and Algorithms in Python.pdf

TIPNGVN2

National Security Agency - NSA mobile device best practices

Quotidiano Piemontese

GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024

Neo4j

FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf

FIDO Alliance

RESUME BUILDER APPLICATION Project for students

KAMESHS29

Epistemic Interaction - tuning interfaces to provide information for AI support

Alan Dix

Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024 https://alandix.com/academic/papers/synergy2024-epistemic/ As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.

Encryption in Microsoft 365 - ExpertsLive Netherlands 2024

Albert Hoitingh

Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdf

Malak Abu Hammad

Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers: * What is Vector Search? * Importance and benefits of vector search * Practical use cases across various industries * Step-by-step implementation guide * Live demos with code snippets * Enhancing LLM capabilities with vector search * Best practices and optimization strategies Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications. #MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology

PCI PIN Basics Webinar from the Controlcase Team

ControlCase

Communications Mining Series - Zero to Hero - Session 1

DianaGray10

This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered: • Communication Mining Overview • Why is it important? • How can it help today’s business and the benefits • Phases in Communication Mining • Demo on Platform overview • Q/A

みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...

名前です男

20240607 QFM018 Elixir Reading List May 2024

Matthew Sinclair

Climate Impact of Software Testing at Nordic Testing Days

Kari Kakkonen

My slides at Nordic Testing Days 6.6.2024 Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.

UiPath Test Automation using UiPath Test Suite series, part 5

DianaGray10

GraphSummit Singapore | Enhancing Changi Airport Group's Passenger Experience...

Neo4j

Dr. Sean Tan, Head of Data Science, Changi Airport Group Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.

Large Language Model (LLM) and it’s Geospatial Applications

Rohit Gautam

20240605 QFM017 Machine Intelligence Reading List May 2024

Matthew Sinclair

Securing your Kubernetes cluster_ a step-by-step guide to success !

KatiaHIMEUR1

Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster. However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks. In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.

Uni Systems Copilot event_05062024_C.Vlachos.pdf

Uni Systems S.M.S.A.

Recently uploaded (20)

Monitoring Java Application Security with JDK Tools and JFR Events

Data structures and Algorithms in Python.pdf

National Security Agency - NSA mobile device best practices

GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024

FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf

RESUME BUILDER APPLICATION Project for students

Epistemic Interaction - tuning interfaces to provide information for AI support

Encryption in Microsoft 365 - ExpertsLive Netherlands 2024

Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdf

PCI PIN Basics Webinar from the Controlcase Team

Communications Mining Series - Zero to Hero - Session 1

20240607 QFM018 Elixir Reading List May 2024

Climate Impact of Software Testing at Nordic Testing Days

UiPath Test Automation using UiPath Test Suite series, part 5

GraphSummit Singapore | Enhancing Changi Airport Group's Passenger Experience...

Large Language Model (LLM) and it’s Geospatial Applications

20240605 QFM017 Machine Intelligence Reading List May 2024

Securing your Kubernetes cluster_ a step-by-step guide to success !

Uni Systems Copilot event_05062024_C.Vlachos.pdf

Customer Service is the new normal

1. CUSTOMER SERVICE IN THE NEW NORMAL

10.

11.

12.

13.

14. PEOPLE HAVE GONE DIGITAL

15.

16. 16

17. 17

18. 18

19.

20.

21.

22.

23.

24.

25.

26. NOT TECHNOLOGY BUT CHANGING HUMAN BEHAVIOUR

27.

28.

29.

30.

31.

32.

33.

34.

35. HUMANS HAVE BECOME DIGITAL

36. THE ENTIRE CONTEXT HAS BECOME DIGITAL

37. A WORLD OF CRAZY CUSTOMERS

38. EXTREME CUSTOMER NEEDS

39. EXTREME CUSTOMER NEEDS

40. THEY WANT IT ALL THEY WANT IT NOW

41. IT IS A HARD WORLD OUT THERE

42. ZERO TOLERANCE BROKEN CONVERSATION YOU DON'T EVEN KNOW ME POOR EXPERIENCES IMPERSONAL & IRRELEVANT

43. COMPANIES HAVE NO CHOICE

44. THE NEW CUSTOMER RELATIONSHIP ON DEMAND SERVICES AND PRODUCTS THE MOST PERSONAL EXPERIENCES THE MOST ULTIMATE CONVENIENCE AWESOME COMPANIES TO BUY FROM

45. PUT THE CUSTOMER IN THE CENTER

46. PUZZLING WORLD

47. CUSTOMER EXPERIENCE OMNI-CHANNELSELF-SERVICE SOCIAL CUSTOMER SERVICE

48. COMPANIES NEED TO SHIFT

49. CUSTOMER SERVICE AS A COST CENTER

50. DELIVERY CENTER OF THE MOST PERSONAL CUSTOMER EXPERIENCES

51. Customer Centric Model

52. CHALLENGE

53. OUTDATED METRICS

54. FIRST CALL RESOLUTION

55. AVERAGE HANDLE-TIME

56. # CALLS/agent/hour

57. NOT CUSTOMER CENTRIC

58. 58 FROM OPERATIONALLY EFFICIENT TO …

59. 59 CUSTOMER EFFECTIVE

60. 60 CUSTOMER SATISFACTION

61. 61 EFFORTS (CONVENIENCE IS THE NEW LOYALTY°)

62. Low effort High effort Likely to continue being a customer

63. 63 AMAZING EXPERIENCES

64. 64 LOYALTY ENGAGEMENT

65. 65 FOCUS ON GETTING POSITIVE EXPERIENCES

66. 66 THAT CUMULATE INTO

67. 67 ENGAGED CUSTOMERS

68. CUSTOMER SERVICE IN THE DIGITAL AGE

69.

70.

71. EXPERIENCES

72. MEET CUSTOMER 2.0

73. THEY WANT IT ALL AND THEY WANT IT NOW

74. THEY WANT TO BE IN CONTROL OF THE EXPERIENCE WITHOUT ANY INTERFERENCE

75. CUSTOMER JOURNEY SALES MARKETING SERVICE

76.

77.

78. BUILD THE RIGHT INFRASTRUCTURE

79. PROVIDE DYNAMIC JOURNEYS

80. ENSURE REPEATABILITY

81. DELIVER SMOOTH AND SEAMLESS EXPERIENCES

82. AGENTS

83. AGENTS TOUCH CUSTOMERS IN THE HEART

84. MAKE SURE YOUR SERVICE AGENTS EXCEL IN THESE UNIQUE HUMAN SKILLS: PASSION EMPATHY CREATIVITY

85. PROVIDED WITH KNOWLEDGE

86. PROVIDED WITH TRAINING

87. PROVIDED WITH EMPOWERMENT

88. PROVIDED WITH INCENTIVES

89. PROVIDED WITH TOOLS

90. TECHNOLOGIES

91. MANAGE SELF-SERVICE

92. CREATE DECISION WORKFLOWS

93. BUILD THE RIGHT FRAMEWORK

94. UNDERSTAND THE PAST

95. Our current customer service won’t meet future customer needs 80% Dimension Data 2015 Global Contact Centre Benchmarking Report

96. FOUR STEPS FOR IMPLEMENTING THE STRATEGY

97. STEP 1 CENTRALIZE ALL CUSTOMER SERVICE COMPONENTS

98. STEP 2 UTILIZE AUTOMATION AND SELF-SERVICE

99. 90% 2015 Global State of Multichannel Customer Service Report

100. STEP 3 REGAIN FOCUS ON WHAT MATTERS

101. SUPPORTING NEW CHANNELS AND TECHNOLOGIES

102. ADOPTING INITIATIVES

103. UNDERSTANDING DEMANDS AND EXPECTATIONS

104. My expectations for customer service are higher than they were just one year ago60% 2015 Global State of Multichannel Customer Service Report

105. STEP 4 EXTEND THE CUSTOMER SERVICE TO THE WHOLE ORGANIZATION

106. Customer Centric Model

107. Customer Centric Model ON DEMAND SERVICES AND PRODUCTS

108. Customer Centric Model ON DEMAND SERVICES AND PRODUCTS

109. Customer Centric Model ON DEMAND SERVICES AND PRODUCTS

110. Customer Centric Model ON DEMAND SERVICES AND PRODUCTS

111. HOW TO DO THAT?

112. CREATE DATA CONTENT KNOWLEDGE IN DIFFERENT AREAS OF THE ORGANIZATION

113. LEVERAGE THE INTERNAL AND EXTERNAL NETWORK EVEN IF NOT MANAGED BY THE ORGANIZATION

114. SPREAD OUT PROCESSES THAT CREATE AND IMPROVE THE INFORMATION FAST THROUGHOUT THE ORGANIZATION

115. CUSTOMER SERVICE IS NO LONGER PERCEIVED AS A DEPARTMENT

116. CUSTOMERS SEE CUSTOMER SERVICE AS THE FRONT END OF A COMPLEX ECOSYSTEM

117. CUSTOMER SERVICE IS THE DRIVING FORCE

118. TO BECOME AN AWESOME COMPANY TO BUY FROM

119. BYPASS CONVENTION RULES. 10X REMOVE SERVICE FRICTION. 10X PIMP CUSTOMER EXPERIENCE. LEVERAGE THE NETWORK.

120. ‘SOMETIMES PEOPLE REMEMBER WHAT YOU SAY. SOMETIMES PEOPLE REMEMBER WHAT YOU DO. BUT THEY ALWAYS REMEMBER HOW YOU MAKE THEM FEEL’. Maya Angelou Author, Poet & Playwright

Customer Service is the new normal

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (20)

Similar to Customer Service is the new normal

Similar to Customer Service is the new normal (20)

Recently uploaded

Recently uploaded (20)

Customer Service is the new normal