Our Virtuous Cycle is about empowering workers to deliver a better Customer Experience, and improving the Worker Experience by treating employees like customers

1. Spending ~4 HOURS in a 40-hour workweek
just looking for answers.
Not getting regular, constructive feedback on
their performance.
BEING UNMOTIVATED… by negative feedback
during an obsolete year-end performance review.
OLD TECHNOLOGY — green screens, client server,
bad design, etc.
Only 34% OF EMPLOYEES ARE ENGAGED,
largely due to a LACK OF MOBILITY and/or a
flexible way of working.
Customers are most frustrated by having to go through
MULTIPLE EMPLOYEES to resolve A SINGLE ISSUE.
Having to go through multiple systems and/or
employees to complete a single transaction.
Being left to wonder “WHAT HAPPENS NEXT?”
— thanks to a lack of visibility into processes.
Cumbersome or OUTDATED USER
EXPERIENCES… in design and beyond.
72% of mobile users say it’s important to them
that websites are mobile-friendly, yet 96% have
visited a site that isn’t.
HOW HAPPY WORKERS
HAPPY CUSTOMERSMAKE
Not being known by a brand
(40% of customers EXPECT CUSTOMER SERVICE AGENTS TO
BE FAMILIAR WITH THEIR HISTORY before engaging with them).
Appirio’s Virtuous Cycle is about empowering workers to deliver a better Customer
Experience, and improving the Worker Experience by treating employees like
customers. Appirio connects data and processes; no more silos. We don’t just talk
strategy; we live it. By helping workers enjoy and do their jobs more efficiently, you’re
also ensuring the development of a larger, happier customer base.
1. T.J. Keitt, Forrester Research analyst
2. Research from Kansas State University, Eastern Kentucky University, and Texas A&M
3. Forrester Research
4. 2013 Dimensional Research survey
5. Google survey
6. 2013 NICE survey
1
2
3
4
5
6
The SOLUTION
FRUSTRATES
what
WORKERS
FRUSTRATES
what
CUSTOMERS
ELIMINATE BARRIERS
between workers & the info they need
Use systems that
Provide a
CONSUMER-GRADE
experience for your workforce
the
PROBLEM
Employee Productivity
(EMPLOYEE
PERFORMANCE)
Employee Loyalty
(EMPLOYEE
RETENTION )
Energized Workers
(EMPLOYEE
ENGAGEMENT)
Company Growth
(PROFIT)
Customer Loyalty
(REPEAT
BUSINESS)
Customer Satisfaction
(NPS)
Worker
EXPERIENCE EXPERIENCE
Customer
We believe Worker and Customer Experience are intrinsically linked and must
be addressed together. By leveraging cloud technology, new ways of working
like crowdsourcing, and using solution accelerators to rapidly build and
integrate solutions, customers can create both amazing Worker and Customer
ACTIONABLE STRATEGY | CLOUD IMPLEMENTATION & INTEGRATION | CHANGE ENABLEMENT
APPLICATION DEVELOPMENT | ONGOING SUPPORT
About Appirio
Appirio is a global services company that helps customers create next-generation Worker and Customer Experiences using the latest
cloud technologies. Our free thinking consultants deliver unmatched customer value by creating actionable strategies, delivering
results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the
world’s largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of
the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.
the
RESOLUTION
Appirio’s Virtuous Cycle
apply new workforce models
NEW WAYS PEOPLE WORK;
Adapt to the
Sources:
Empower all
categories of
worker with tools to
manage their work
and career on
devices they prefer
Empower workers
to contribute
content and insights
in real time
Connect workers
through
communities to
others working on
common goals
Provide
decision-makers
with proactive
insights about the
business
Knowing your
customer and
what they need
Benchmarked
Customer
Engagement
Persona Journey
Mapping
Anticipating their
needs and desires
Mobile applications
that are innovative
Social Communities
promoting
peer-to-peer
collaboration
Delivering on their
expectations through
sales, services, and
marketing
Actionable Data for
employees to use
Collaborative
capabilities to work
smarter
Integrated CX Data
Availability
Omni-Channel
View of CX
interactions
Visibility across
customer
experience
Eliminate
redundant steps in
workflows and tasks
Promote social use
cases as ubiquitous
!
BREAKTHROUGH DIGITAL
MOMENTS
to sell & service
Create
ENGAGED WORKFORCE
Empower an
to improve service
Gain
MEANINGFUL INSIGHT
into customer behavior
?
Reduce reliance on
top-down
communications from
HR
Address the needs of
users who may be
employees,
contractors, or retirees
Deliver insights on
any device favored by
managers and leaders
Tie business metrics
to business outcomes
in a way that helps tell
a story
Rewarding and
gamified loyalty
programs
IoT Capabilities
Targeted and smart
marketing touches
Relevant & Focused
lens on the
comprehensive data
Fun and engaging
ways to interact with
customers
Self-service
capabilities for
customers AND
employees