This document discusses the challenges that companies face in achieving the desired outcomes of an omni-channel strategy. While omni-channel is important for customer satisfaction and loyalty, many companies struggle due to issues like a lack of alignment between technology investments and business operations, siloed data and insights, and an organizational structure not set up for an omni-channel approach. The document provides examples of leading omni-channel retailers and advises companies to assess their maturity level, update strategies and roadmaps to account for gaps, and ensure timely and precise execution of the strategy in order to fully realize the benefits of an omni-channel approach.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
Business Playbook Powerpoint Presentation SlidesSlideTeam
In this highly competitive market, every business enthusiast wants to promote a business that leads them to a more profitable direction. For this, they need a complete guide that covers all the processes, policies, and operating procedures of the business. Introducing our content ready Business Playbook PowerPoint Presentation Slides that is filled with all the documented policies and guiding tools that will scale your business to the next level. With the aid of this eye-catching business playbook PPT layout, you can explain the benefits and features of your products to grab the attention of the target audience. Take the assistance of our business playbook presentation template and elaborate on all the business-related information that makes it easy for your employees to understand. You can also use this business paybook PPT slide to provide a glimpse of the crucial manufacturing activities through the production process flowchart. Run your business smoothly and efficiently by downloading our ready-to-use business playbook PowerPoint presentation template. https://bit.ly/3zXafeG
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance
Superior Sales Achievement for a Global Hospitality Company by increasing sales while at the same time increasing customer satisfaction, reducing errors, and upselling customers to increase revenue.
Treinamento voltado para capacitação do time,aplicando choque de cultura e ilustrando as necessidades do mercado, com um time focado e sabendo o que tem que ser feito é mais fácil disseminar a cultura do faça o que tem que ser feito.
Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.
Business Playbook Powerpoint Presentation SlidesSlideTeam
In this highly competitive market, every business enthusiast wants to promote a business that leads them to a more profitable direction. For this, they need a complete guide that covers all the processes, policies, and operating procedures of the business. Introducing our content ready Business Playbook PowerPoint Presentation Slides that is filled with all the documented policies and guiding tools that will scale your business to the next level. With the aid of this eye-catching business playbook PPT layout, you can explain the benefits and features of your products to grab the attention of the target audience. Take the assistance of our business playbook presentation template and elaborate on all the business-related information that makes it easy for your employees to understand. You can also use this business paybook PPT slide to provide a glimpse of the crucial manufacturing activities through the production process flowchart. Run your business smoothly and efficiently by downloading our ready-to-use business playbook PowerPoint presentation template. https://bit.ly/3zXafeG
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance
Superior Sales Achievement for a Global Hospitality Company by increasing sales while at the same time increasing customer satisfaction, reducing errors, and upselling customers to increase revenue.
Treinamento voltado para capacitação do time,aplicando choque de cultura e ilustrando as necessidades do mercado, com um time focado e sabendo o que tem que ser feito é mais fácil disseminar a cultura do faça o que tem que ser feito.
American Veteran General Contracting is a woman-owned business serving Maryland Baltimore and Washington DC. Our focus is on masonry construction, design, and repair for commercial and residential. We have over 16 years experience and provide our customers with free estimates.
Why does the word omnichannel usually lead to the misinterpretation of its goal and what strategies can institutions take to improve true omnichannel delivery?
Find the answer in “True Omnichannel – Strategies to Improve Omnichannel Delivery”, a White Paper by Novabase.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
Customers are the heart and soul of every organization. As a company grows, it becomes increasingly important to streamline processes while improving the customer experience.
For many companies resolving customer issues and seeking areas for improvement is labor intensive, manual, and unstructured. Statistically, inefficiencies like these increase costs and decrease overall company profitability.
[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
Harness the Power of Speech Analytics for Benefits across FunctionsUniphore
This presentation details on how Speech Analytics goes beyond contact centers to drive performance across functions through compelling business insights.
1. What is Impeding Your OmniWhat is Impeding Your OmniWhat is Impeding Your OmniWhat is Impeding Your Omni
by Nasrin Abdolali, Ph.D. and Pat Ferrell
November 1, 2016
As the number of omni-channel businesses continue to increase, two facts are becoming clear: Omni
channel is here to stay, and it is more challenging
originally anticipated. Many omni-
regarding customer satisfaction and internal business alignment.
between perception and reality of what
“We are investing in Omni-Channel, but
expectations,”
“We aren’t realizing the expected return on our Omni
“Despite heavy investment in our systems
access to all necessary tools,”
What is Impeding Your OmniWhat is Impeding Your OmniWhat is Impeding Your OmniWhat is Impeding Your Omni----Channel ROI?Channel ROI?Channel ROI?Channel ROI?
y Nasrin Abdolali, Ph.D. and Pat Ferrell
channel businesses continue to increase, two facts are becoming clear: Omni
channel is here to stay, and it is more challenging to successfully execute than some organizations
-channel companies are still struggling to achieve desired outcomes
regarding customer satisfaction and internal business alignment. Too often, there is a disconnect
what it takes to become truly “omni.”
Channel, but we are still lagging behind our customers
ing the expected return on our Omni-Channel investment.”
investment in our systems, business executives are struggling with
access to all necessary tools,”
1
Channel ROI?Channel ROI?Channel ROI?Channel ROI?
channel businesses continue to increase, two facts are becoming clear: Omni-
some organizations
channel companies are still struggling to achieve desired outcomes
a disconnect
customers’
business executives are struggling with the lack of
2. 2
“We have a single pricing strategy for on-line and store, but it is not getting implemented
properly.”
These are just a few of the concerns expressed by companies that have invested in becoming omni-
channel. They are finding that it takes more—a lot more—than technology to address the requirements
of an omni-channel world.
What Does it Take to Be Seamless?
There are few examples of companies who have mastered all the necessary elements of an omni-
channel business. Truly seamless retailers:
• Deliver a cohesive and engaging brand experience—across all channels
• Execute the right In-store and online service levels
• Offer all the necessary fulfillment options
• Attain consistency of product offering and pricing strategy
• Gain and maintain an accurate view of available inventory
• Build an organizational structure that is ready to be omni-channel
• Leverage new technology and integrate legacy systems
• Sustain and adapt, knowing what is “omni” today will change tomorrow
The key goal of businesses pursuing an omni-channel transformation is to increase customer satisfaction
and loyalty through a differentiated and seamless experience. The handful of companies that are
considered leaders in this area (such as Disney, Macy’s, Neiman-Marcus and Home Depot) have
generated a consistent and enjoyable experience across channels and provided ease and flexibility of
shopping for their customers. Despite using different tools and approaches, there are common
characteristics among these leaders:
1) Early investment in building a technology foundation to support channel integration
2) Extensive use of apps to make the product selection, buying and returns process easier
3) Near-real-time visibility to inventory across all channels
4) Investment in sales training and the use of technology to drive product education, close sales
and address customer needs
5) A cohesive business point of view across the organization – everyone thinks and acts “omni”
Using innovative tools and transformation of the technology infrastructure has been the key focus of the
leaders. Even among these leading companies, however, very few have built an “omni” organization
that is structured to operate effectively across all functions and channels, in all areas, all the time. This
is caused by the lack of a holistic plan for the journey and insufficient attention to the inter-
dependencies required for a successful omni-channel business.
3. 3
What Are the Barriers to Achieving Omni-Channel Benefits?
Many organizations focus on developing their technology infrastructure and capabilities. However,
gaining the full benefit from the investment in this area requires alignment of all the operations and all
the functions around the omni-channel framework. Even for those that have experienced an increase in
customer satisfaction and sales, the benefits may be short-lived if they do not complete the journey.
Customer Experience Improvement: The key promise of an omni-channel approach is creating a
seamless customer experience across channels which will lead to increased sales and a competitive
advantage. Studies show that, for many organizations, fewer than 40% of customers consider their
experience satisfactory. One of the key reasons for this slow progress is the lack of timely business
alignment around the omni-channel approach. Ideally, the business transition occurs prior to or in
parallel with the implementation of the IT strategy.
Lack of proper data and insight integration is another factor hampering improvements in customer
experience. Omni-channel insight requires deploying different approaches, methods, and tools of
analysis, as well as proper analytics, skills and team structure.
Margin Enhancement: This goal is partly achieved by increased sales due to higher customer acquisition
and customer loyalty, and larger spend by each customer. Margin increases is also driven by the
reduced costs realized through improved operating performance, more productive use of resources and
elimination of redundant processes and activities. This cost saving will likely be much harder to achieve
if the business processes and structure are not mature and fully aligned with an omni-channel business
approach.
Improved Production and Inventory Management: Another benefit is an increase in operational
efficiency, including a reduction in overstocks and overproduction and optimized inventory
management, all of which require better demand forecasting capabilities. The absence of proper data
alignment, lack of inclusion of all relevant information and insufficient analytics capabilities and skills
lower the desired level of efficiency that can be achieved in a true omni-channel business environment,
especially when combined with siloed business units.
Sustainable Technological Innovation: In addition to enhancing customer services, deploying omni-
channel technology improves internal communication, increases competitive advantage, enables
companies to reach to a wider audience, and optimizes information integration. The leading omni-
channel retailers invested early in building solid yet flexible technology foundations which allow them to
realize substantial benefits today. It also makes it harder for later entrants to catch up.
Disjointed systems, separation in the platforms across channels, and slow progress in technology
transition prevents companies from taking full advantage of the benefits of the omni-channel
technology while making it more costly for them to adopt future innovations.
4. 4
Where Do You Go from Here?
Omni-channel is an agile and evolutionary process, and many organizations experience hurdles and
setbacks that slow their ability to achieve their desired business outcomes. Those challenges can be
minimized with a clear multi-year strategy and a roadmap for implementing changes to traditional
operating methods, organizational structure and capabilities.
As omni-channel capabilities and customer expectations continue to evolve, it is important to assess
your omni-channel maturity level, understand the gaps, update the roadmap and review the
implementation plan. Even if your organization has completed their technology upgrade, a holistic look
at the omni-channel maturity level can uncover opportunities to improve your return on investment and
to keep you ahead of the curve. The benefits of omni-channel are clear, although the path forward can
be harder to see. Timely and proper strategic planning and precise execution of the strategy are the
ultimate drivers of success.
Please send your inquiries to nasrin.abdolali@nasliconsulting.com and pferrell@virasolutions.com .
Dr. Nasrin Abdolali is CEO and Founder of Nasli Consulting, LLC., a U.S. based strategy consulting firm supporting
companies to grow businesses locally and globally. Dr. Abdolali has extensive experience in designing and
implementing Omni-Channel strategies, assessing existing maturity level and developing implementation
roadmaps. Prior to Nasli Consulting, she was a Senior Executive at Accenture, Ernst & Young and IBM.
Pat Ferrell, Director of Business Readiness for Vira Solutions, has leveraged her extensive background in store
management and merchandising to support retail clients undergoing organizational transformations. She
specializes in Business Readiness, Organizational Change Enablement and Education. Prior to joining Vira Solutions,
she was an Associate Principle with Accenture and a Senior Consultant with Sequent Consulting.