How was 2016 for customer experience? And what can we look forward to in 2017? Before we know it the year will have come to a close and a new year will be upon us. What have we learnt from the last 12 months and where are we heading in the new year? There is plenty to consider as you map out your CX plans for next year. Consumers are making it clear how they want to engage and where B2C organisations need to lift their game. Presented by Peter Vasey, Senior Marketing Manager, APAC, at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant. They review the customer experience year that was and what to expect in the coming year. Content includes: - The 5 trends to focus on in 2017 - Where consumers say you need to focus in customer engagement - Which channels are most and least effective for servicing customers Presenters: Steve Nuttall, Research Director at Fifth Quadrant Peter Vasey, Senior Marketing Manager, APAC at LogMeIn

1. How Will Customer Experience Shape Up In 2017?
Peter Vasey, LogMeIn & Steve NuHall, FiJh Quadrant

2. Presented by,
Peter Vasey
Senior Marke0ng Manager, APAC
LogMeIn
Steve Nu:all
Director of CX Research
FiCh Quadrant

3. © 2016, LogMeIn, Inc. & FiCh Quadrant 3
Contents of this Presenta.on
1. Looking back. A snapshot of how CX sized up
over the past year - mobile, digital and the
omni-channel experience
2. Looking to 2017. How will CX shape up next
year and beyond?

4. Looking back at 2016

5. Do you believe your customer experience technology limits your
ability to deliver an opQmal experience for your customers?
1. Yes
2. No
3. Uncertain
For Your Considera.on

6. Yes
51%
No
43%
Not sure
6% Half the respondents
believe their
technology makes it
difficult to deliver
excellent customer
service.
Do you believe your customer service technology limits your
ability to deliver quality customer service?

7. 28%
25%
23%
20%
20%
Expanding channel choices for
customers
Improving internal processes
Improving response Qmes
Reducing operaQng costs
Training service representaQves
What are the top priori.es for your support organisa.on over
the next two years?

8. 1-2 aHempts 3-4 aHempts 5-6 aHempts 6+ aHempts
Customers believe it takes a number of
aHempts before they find a resoluQon.
EsQmated average aHempts = 6
Contact centre managers believe
customers can resolve their issues with
fewer than 4 aHempts. EsQmated
average aHempts = 3
12%
54%
26%
37%
22%
6%
40%
3%
Average number of aPempts to find a solu.on to a problem

9. 50% 37% 34%
Automated telephony
system is annoying
Difficult to reach
a human representaQve
Wait Qmes to interact
with a live agent
What are the top issues that you experience with customer
service?
What customers are saying…

10. 45% 19%
13%
Technical issues Wait Qme to Interact
with a representaQve
Unable to access live
service representaQve
What are the most common complaints about your customer
service?
What businesses are saying…

11. Do your customers have access to immediate online help
when interacQng with your organisaQon through your
digital channels?
1. Yes
2. No
3. Don’t know
For Your Considera.on

12. Need support?
83%
46%
34%
62%
vs. vs.
Consumers
use mobile apps
for support
ques6ons
Of businesses
offer mobile
apps
Consumers
use social for
customer
support issues
Of businesses
offer social
media support
43%
20%
vs.
Consumers
use live chat on
mobile
Of businesses
offer live chat on
mobile
Which of the following support channels do you typically use to reach a business with customer support
quesQons? What did you use two years ago?

13. 5 Reasons You Need A Mobile Engagement Strategy
1. Over A Third Of Customer
Interac.ons Are Via Mobile Devices
2. Mobile Experience Directly Impacts
Reten.on & Repeat Purchases
3. Customer Spend And Available
Contact Op.ons Are Correlated
4. Purchases Made From Mobile
Devices Are Increasing
5. Consumers Want To Find Info… Fast!

14. Looking to 2017. How will
CX shape up next year and
beyond?

15. Which of the following are the top prioriQes for your
organisaQon to enhance the customer experience over the
next 12 months?
1. Digital technologies to manage…
2. CRM
3. Social media
4. Customer feedback / VOC
5. PersonalisaQon
6. Contact centre/call centre
7. Mobile opQmisaQon
8. Data & analyQcs
For Your Considera.on

16. 16
Q8. How is your organisa.on colla.ng
customer insights to improve the
customer experience?
Base: All respondents that have or plan
to have a CX strategy n=208
Customer insights collated
to improve the customer
experience.
Customer
Feedback Streams
72%
Social Media
Data
37%
Web
Browsing
Data
35%
CRM Data
50%
Social
Network
Profiles
16%
Customer TransacQon
Data
56%
Mobile
Device User
Generated
Data
20%
Data
Generated by
Connected
Devices &
Sensors
15%
Few organisa.ons are mining user generated data from
mobile devices to op.mize the customer experience

17. 27,400+
exabytes 2019
18,100
exabytes 2018
11,700
exabytes 2017
7,400
exabytes 2016
4,500
exabytes
Intelligently connec.ng customers
and things
Source: Gartner, 2016

18. 2017 – Infrastructure Key Challenge
Maintenance
InnovaQon
IntegraQon
Intelligence

19. Technology infrastructure needs to be seen as a
business cri.cal asset that requires ongoing
maintenance.

20. When do you think chat bots will be deployed in your
organisaQon?
1. Already deployed
2. Currently trialing
3. Within 12 months
4. Within 2 years
5. More than 2 years
6. Never
For Your Considera.on

21. (Human + Machine)
Predic.ve Analy.cs
Individualisa.on
+
=

22. The Customer Has Taken Charge
Organisa.ons have lost control of the journey and how
to influence.
1. Admit to the problem.
2. Decide how you’re going to start delivering a
customer experience:
For me
Where I want it
When I want it
That has me involved
In the easiest way
That teaches me something
That does something good

23. 23
Customer experience has a direct impact on the boPom line
Source: Where Contact Centers are Missing the Mark, Ovum, 2015
77%
Stop doing business
aJer one bad
experience
© 2016, LogMeIn, Inc. & FiCh Quadrant
67%
Repeat business
following a good
mobile experience
Good Bad
Companies will be accelera.ng their CX ini.a.ves in 2017 in an
aPempt to reduce churn and increase reten.on

24. ROI: Genng Payback On Your Customer Experience
Investment
Source: ACSI, American Customer Service Sa@sfac@on Index, 2016

25. Need more informaQon?
Visit us:
BoldChat.com.au or FiJhQuadrant.com.au
Peter - Peter.Vasey@logmein.com
Steve - snuHall@fiJhquadrant.com.au