How to Improve Customer Experience while Reducing Costs.

1. Delivering
Customer Experience
in the Cloud
Kevin Paschuck
Vice President, Public Sector
December 3, 2009
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2. Meet Sam
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3. © 2009 RightNow Technologies, Inc.
A.K.A.

4. Mr. Director
of Customer Service
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Sam lives in …

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He takes the …

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and enjoys …

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11. Sam cheers for …
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13. Sam is Great at …
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14. Leading People
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But lousy at …

16. Customer Service
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17. Sam’s
contact center
looks like …
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19. His website
looks like …
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21. when it
Should look like …
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23. to make
Matters worse …
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24. Infrastructure costs are high
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25. Sam
doesn’t know
any better.
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26. Sam, meet Diane.
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27. Ms. Manager
of Customer Experience
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28. Diane also lives in …
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commutes on …

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32. and cheers for …
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34. Diane is also
Good at …
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35. LEADERSHIP
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36. but is
Great at …
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37. Customer
Experience
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39. She understands…
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40. 3 EXPERIENCES THAT MATTER
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41. Benefits of Cloud Computing
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42. The RULES of
business have CHANGED
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43. Let’s take a look
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44. WEB EXPERIENCE
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45. Establish a Knowledge Foundation
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47. SOCIAL EXPERIENCE
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48. What is Social Media?
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49. Social Media uses Internet and web-based
technologies to transform broadcast
monologues (one to many) into social media
dialogues (many to many). It allows
everyone to be a publisher of knowledge
and information, transforming people from content
consumers into content producers.
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51. Listen and Participate
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52. Connect
and
Engage
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53. Support Community
Innovation Community
Social Experience Designer
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54. CONTACT CENTER
EXPERIENCE
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55. Empower Frontline Employees
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56. Offer
Multi-Channel
Choice
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57. Listen to your Customers
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58. Design Seamless Experiences
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60. Measure and Continuously Improve
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61. Cloud Computing
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63. 5 Pillars of IT Transformation
1. Citizen Engagement
2. Cost Reduction
3. Secure Computing
4. Innovation
5. Transparency
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64. Characteristics Benefits
On Demand Service Innovation
Shared IT Resources Lower Cost / Greener
Dynamic Scalability Running Instantly
Device Independence Deploy on any Client
Subscription Service Pay for Actual Usage
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65. Hybrid
Private
(Community)
Public
The Cloud
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66. Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Infrastructure-as-a-Service (IaaS)
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67. Cloud solution must
address security
challenges … starting
point is NIST-853
Moderate
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68. The RULES of
business have CHANGED
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69. SOFTWARE as a Service
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70. Software as a SERVICE
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71. Results
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72. Expertise
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73. Deliver on the Promise
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74. © 2009 RightNow Technologies, Inc.
Thank you

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76. Kevin T. Paschuck
Vice President, Public Sector
kevin.paschuck@rightnow.com
kevin_paschuck
© 2009 RightNow Technologies, Inc.