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© 2019 McorpCX, Inc., All Rights Reserved
© 2019 McorpCX, Inc., All Rights Reserved
Your McorpCX Hosts, and Distinguished Panel:
Michel Feaster
Founder, Usermind
(Andreessen
Horowitz)
Kevin O’Dell
Chief Technology
Officer at Stratifyd
Tim Lavin
President & CEO
Zacoustic
Michael Hinshaw
Founder and
President, McorpCX
Graham Clark
Director CX Tech,
McorpCX
www.usermind.com
Leading the emergence
of Journey
Orchestration.
Michel brings more
than 20 years of
experience in
enterprise software
helping organizations
grow through product
strategy, marketing and
technology business
management.
www.stratifyd.com
A multichannel CX
analytics leader, driving
Machine Learning-
enabled actions.
Kevin co-authored the
O’Reilly Publication
“Architecting HBase
Applications” and
brings extensive
experience in
architecting and driving
impactful products.
www.zacoustic.com
Combines employee
and customer
perspectives to deliver
powerful actioning and
improvement.
Tim is an experienced
executive leader and
entrepreneur with deep
experience in domestic
and international contact
center operations and
SaaS CX technologies
CX industry pioneer
and thought leader,
Michael is on multiple
“Global CX Thought
Leaders to Watch" lists
and best-selling author
(Smart Customers,
Stupid Companies).
Mentor and Richard H.
Holton Teaching Fellow
at U.C. Berkeley’s
Haas Business School
Former global head of
Digital, Digital
Experience and
Multichannel CX at
Isobar, NIIT & Mphasis
Creator of Digital
Digital E3 frameworks
for Digital and Care
Operating Models.
Fortune 50 leadership
to startup entrepreneur
and company founder
© 2019 McorpCX, Inc., All Rights Reserved
Media recognition for
our thought leadership
Analyst Recognition as a
Top 20 global Customer
Experience expert
17-year market leader in experience design & activation
Best-selling book on
Customer Experience
Innovation
“One of the most exciting
business books I’ve ever
read.”
- Don Peppers
Founder, Peppers & Rogers
© 2019 McorpCX, Inc., All Rights Reserved
Greater
customer
satisfaction
200%+
Helping ourclients capture measurable value and ROI
Faster time
to market
From 90 days
to under 7
Decreased
operating
costs
Saving millions
of dollars
annually
Greater
top-line
revenue
~$25.8 million/
10% annually
Proven across multiple markets and industry verticals
$
1) McorpCX client results, presented by Microsoft at Forrester's CX 2014 Forum For Customer Experience Professionals West,
© 2019 McorpCX, Inc., All Rights Reserved
Today, we’re going to: Discuss the
growing importance of CX ROI and
CX Technology; Explore 5 CX tech
trends driving CX ROI today; Have
an
insightful conversation with our
© 2019 McorpCX, Inc., All Rights Reserved
ROI on customer experience is no longer in doubt...
© 1) HBR, August 2014: The Value of Customer Experience, Quantified 2) Forbes, March 2014: 'Customer Experience' Is Today's Business Benchmark
© 2019 McorpCX, Inc., All Rights Reserved
What we hear: 9 challenges organizations must meet
to maximize Customer Experience ROI today
Speed Quality Reach and Scale
Predictable and
Measurable
Repeatable and
Improvable
Personalized and
Contextualized
Complexity Business Case Innovation
© 2019 McorpCX, Inc., All Rights Reserved
Impossible today without a CX Tech Stack : “Over
1000 tech companies with a CX message” (Q4 2018)
To Enable:
 Persona to audience
to segments
 Journeys
 Experience Design
Such As:
 Suite CX
 Uxpressia
 Journifica
 Smaply
To Enable:
 Digital Experience
 Sales enablement
 Contact Centre
 Store/Branch
 Social Media
Such As:
 Adobe
 Verint
 Oracle
 Salesforce
To Enable:
 Listening and
Actioning
 CX analytics
 Journey Orchestration
 Process Optimization
 Visualization
Such As:
 Confirmit
 Usermind
 Medallia
 Qualtrics
 Genpact
 Digsite
 Excel,
Visio (Still)
 Sitecore
 Nice
 Sprinklr
 Google
 Stratified
 inMoment
 IBM
 Zacoustic
© 2019 McorpCX, Inc., All Rights Reserved
With what’s right for you determined through a proven
approach to selecting, and implementing CX Tech
Solution
Selection
Activation
and Value
Realization
 Revenue and
Margin
 Competitive
Forces
 Customer
Expectations
Shift
 CX Improvement
 Technology
Redundancy
 Architecture
Compliance
 Experience
Business
Functions
 Cost
 Talent: Self
sufficiency vs.
sourcing
 Financial Model
 Architecture
Compliance
 Leaders, Core &
Innovators
 RFI vs RFP
 Platform and
Services
 Financial Model
& Guarantees
 Platform,
Implementation
and
Management
 Negotiation and
Contracting
 Selection
 Communication
 Resources
 Financial
Commitment
 Kickoff
 Agile
 Onboarding
 Integration
 Customization
and
Configuration
 Business Case
and BVR (Value
Realization)
Tracking
© 2019 McorpCX, Inc., All Rights Reserved
Today, we’re going to: Discuss the
growing importance of CX ROI and
CX Technology; Learn the 5 CX tech
trends driving CX ROI today; Have
an
insightful conversation with our
© 2019 McorpCX, Inc., All Rights Reserved
5 Key CX Technology Trends driving CX ROI today
2.
Customer
Listening,
Actioning and
Feedback
Management
1.
The Rise of
Holistic
Customer
Solutions
3.
Intelligent
Experiences,
Artificial
Intelligence
and Machine
Learning
4.
Multichannel
and Journey
Analytics
5.
Journey
Orchestration
The Basics Proven But Evolving The New Frontier
© 2019 McorpCX, Inc., All Rights Reserved
5 Key CX Technology Trends: The basics
© 2019 McorpCX, Inc., All Rights Reserved
5 Key CX Technology Trends: Proven but evolving
© 2019 McorpCX, Inc., All Rights Reserved
5 Key CX Technology Trends: The new frontier
© 2019 McorpCX, Inc., All Rights Reserved
Today, we’re going to: Discuss the
growing importance of CX ROI and
CX Technology; Learn the 5 CX tech
trends driving CX ROI today; Have
an
insightful conversation with our
© 2019 McorpCX, Inc., All Rights Reserved
Michel Feaster,
Founder
Introducing:
Decide
Process signals and data using
business rules and logic
Act
Automate relevant actions using
underlying systems and
channels
Listen
Monitor customer signals,
touchpoints and journeys in real-
time
Usermind’s Journey
Orchestration Hub allows
enterprises to orchestrate
customer journeys across
channels, systems and
teams.
© 2019 McorpCX, Inc., All Rights Reserved
Kevin O’Dell
Chief Technology Officer,
Introducing:
End-to-end customer
analytics powered by AI
analyzing, categorizing,
visualizing and actioning
omni-channel customer
feedback in real time.
Ingest
Point & Click Execution
Pre-Built Data Connectors
Security
Pluggable Redaction Engine
Data Fusion
Voice-To-Text
Translation
Data Normalization
Analyze
Dynamic Topic Modeling
Natural Language Processing
User Intent Extraction
Data Fusion
Schema Unification
Taxonomy
Sentiment Analysis
Geospacial Analysis
Visualize
Business Templates
Interactive Dashboard
Comparative Analysis
Dynamic Content Sharing
B.I. Reporting
Notifications/Alerts
Intuitive Visualization Editor
User Feedback Interface
© 2019 McorpCX, Inc., All Rights Reserved
Tim Lavin
President & CEO,
Introducing:
Improve Customer
Experience with
Calibrated Insights
Zacoustic Insights
Automate and
Optimize Quality
Assurance
QA Vision
Connect Agents to
Organizational
Strategy
Employee Portal
Supercharge Coaching
and Employee
Engagement
Frontline
The Crossroads of
Customer Experience
and Employee
Engagement.
© 2019 McorpCX, Inc., All Rights Reserved
Let’s talk! Your CX technology questions, answered....
Michel Feaster
Founder, Usermind
(Andreessen
Horowitz)
Kevin O’Dell
Chief Technology
Officer at Stratifyd
Tim Lavin
President & CEO
Zacoustic
Graham Clark
Director CX Tech,
McorpCX
Your Moderator Our Panel
© 2019 McorpCX, Inc., All Rights Reserved
Michael Hinshaw, President
D: 1-415-526-2651
mhinshaw@mcorp.cx
www.mcorpcx.com
Graham Clark, Director
D: 1-404-526-2651
gclark@mcorp.cx
www.mcorpcx.com

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MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020

  • 1. © 2019 McorpCX, Inc., All Rights Reserved
  • 2. © 2019 McorpCX, Inc., All Rights Reserved Your McorpCX Hosts, and Distinguished Panel: Michel Feaster Founder, Usermind (Andreessen Horowitz) Kevin O’Dell Chief Technology Officer at Stratifyd Tim Lavin President & CEO Zacoustic Michael Hinshaw Founder and President, McorpCX Graham Clark Director CX Tech, McorpCX www.usermind.com Leading the emergence of Journey Orchestration. Michel brings more than 20 years of experience in enterprise software helping organizations grow through product strategy, marketing and technology business management. www.stratifyd.com A multichannel CX analytics leader, driving Machine Learning- enabled actions. Kevin co-authored the O’Reilly Publication “Architecting HBase Applications” and brings extensive experience in architecting and driving impactful products. www.zacoustic.com Combines employee and customer perspectives to deliver powerful actioning and improvement. Tim is an experienced executive leader and entrepreneur with deep experience in domestic and international contact center operations and SaaS CX technologies CX industry pioneer and thought leader, Michael is on multiple “Global CX Thought Leaders to Watch" lists and best-selling author (Smart Customers, Stupid Companies). Mentor and Richard H. Holton Teaching Fellow at U.C. Berkeley’s Haas Business School Former global head of Digital, Digital Experience and Multichannel CX at Isobar, NIIT & Mphasis Creator of Digital Digital E3 frameworks for Digital and Care Operating Models. Fortune 50 leadership to startup entrepreneur and company founder
  • 3. © 2019 McorpCX, Inc., All Rights Reserved Media recognition for our thought leadership Analyst Recognition as a Top 20 global Customer Experience expert 17-year market leader in experience design & activation Best-selling book on Customer Experience Innovation “One of the most exciting business books I’ve ever read.” - Don Peppers Founder, Peppers & Rogers
  • 4. © 2019 McorpCX, Inc., All Rights Reserved Greater customer satisfaction 200%+ Helping ourclients capture measurable value and ROI Faster time to market From 90 days to under 7 Decreased operating costs Saving millions of dollars annually Greater top-line revenue ~$25.8 million/ 10% annually Proven across multiple markets and industry verticals $ 1) McorpCX client results, presented by Microsoft at Forrester's CX 2014 Forum For Customer Experience Professionals West,
  • 5. © 2019 McorpCX, Inc., All Rights Reserved Today, we’re going to: Discuss the growing importance of CX ROI and CX Technology; Explore 5 CX tech trends driving CX ROI today; Have an insightful conversation with our
  • 6. © 2019 McorpCX, Inc., All Rights Reserved ROI on customer experience is no longer in doubt... © 1) HBR, August 2014: The Value of Customer Experience, Quantified 2) Forbes, March 2014: 'Customer Experience' Is Today's Business Benchmark
  • 7. © 2019 McorpCX, Inc., All Rights Reserved What we hear: 9 challenges organizations must meet to maximize Customer Experience ROI today Speed Quality Reach and Scale Predictable and Measurable Repeatable and Improvable Personalized and Contextualized Complexity Business Case Innovation
  • 8. © 2019 McorpCX, Inc., All Rights Reserved Impossible today without a CX Tech Stack : “Over 1000 tech companies with a CX message” (Q4 2018) To Enable:  Persona to audience to segments  Journeys  Experience Design Such As:  Suite CX  Uxpressia  Journifica  Smaply To Enable:  Digital Experience  Sales enablement  Contact Centre  Store/Branch  Social Media Such As:  Adobe  Verint  Oracle  Salesforce To Enable:  Listening and Actioning  CX analytics  Journey Orchestration  Process Optimization  Visualization Such As:  Confirmit  Usermind  Medallia  Qualtrics  Genpact  Digsite  Excel, Visio (Still)  Sitecore  Nice  Sprinklr  Google  Stratified  inMoment  IBM  Zacoustic
  • 9. © 2019 McorpCX, Inc., All Rights Reserved With what’s right for you determined through a proven approach to selecting, and implementing CX Tech Solution Selection Activation and Value Realization  Revenue and Margin  Competitive Forces  Customer Expectations Shift  CX Improvement  Technology Redundancy  Architecture Compliance  Experience Business Functions  Cost  Talent: Self sufficiency vs. sourcing  Financial Model  Architecture Compliance  Leaders, Core & Innovators  RFI vs RFP  Platform and Services  Financial Model & Guarantees  Platform, Implementation and Management  Negotiation and Contracting  Selection  Communication  Resources  Financial Commitment  Kickoff  Agile  Onboarding  Integration  Customization and Configuration  Business Case and BVR (Value Realization) Tracking
  • 10. © 2019 McorpCX, Inc., All Rights Reserved Today, we’re going to: Discuss the growing importance of CX ROI and CX Technology; Learn the 5 CX tech trends driving CX ROI today; Have an insightful conversation with our
  • 11. © 2019 McorpCX, Inc., All Rights Reserved 5 Key CX Technology Trends driving CX ROI today 2. Customer Listening, Actioning and Feedback Management 1. The Rise of Holistic Customer Solutions 3. Intelligent Experiences, Artificial Intelligence and Machine Learning 4. Multichannel and Journey Analytics 5. Journey Orchestration The Basics Proven But Evolving The New Frontier
  • 12. © 2019 McorpCX, Inc., All Rights Reserved 5 Key CX Technology Trends: The basics
  • 13. © 2019 McorpCX, Inc., All Rights Reserved 5 Key CX Technology Trends: Proven but evolving
  • 14. © 2019 McorpCX, Inc., All Rights Reserved 5 Key CX Technology Trends: The new frontier
  • 15. © 2019 McorpCX, Inc., All Rights Reserved Today, we’re going to: Discuss the growing importance of CX ROI and CX Technology; Learn the 5 CX tech trends driving CX ROI today; Have an insightful conversation with our
  • 16. © 2019 McorpCX, Inc., All Rights Reserved Michel Feaster, Founder Introducing: Decide Process signals and data using business rules and logic Act Automate relevant actions using underlying systems and channels Listen Monitor customer signals, touchpoints and journeys in real- time Usermind’s Journey Orchestration Hub allows enterprises to orchestrate customer journeys across channels, systems and teams.
  • 17. © 2019 McorpCX, Inc., All Rights Reserved Kevin O’Dell Chief Technology Officer, Introducing: End-to-end customer analytics powered by AI analyzing, categorizing, visualizing and actioning omni-channel customer feedback in real time. Ingest Point & Click Execution Pre-Built Data Connectors Security Pluggable Redaction Engine Data Fusion Voice-To-Text Translation Data Normalization Analyze Dynamic Topic Modeling Natural Language Processing User Intent Extraction Data Fusion Schema Unification Taxonomy Sentiment Analysis Geospacial Analysis Visualize Business Templates Interactive Dashboard Comparative Analysis Dynamic Content Sharing B.I. Reporting Notifications/Alerts Intuitive Visualization Editor User Feedback Interface
  • 18. © 2019 McorpCX, Inc., All Rights Reserved Tim Lavin President & CEO, Introducing: Improve Customer Experience with Calibrated Insights Zacoustic Insights Automate and Optimize Quality Assurance QA Vision Connect Agents to Organizational Strategy Employee Portal Supercharge Coaching and Employee Engagement Frontline The Crossroads of Customer Experience and Employee Engagement.
  • 19. © 2019 McorpCX, Inc., All Rights Reserved Let’s talk! Your CX technology questions, answered.... Michel Feaster Founder, Usermind (Andreessen Horowitz) Kevin O’Dell Chief Technology Officer at Stratifyd Tim Lavin President & CEO Zacoustic Graham Clark Director CX Tech, McorpCX Your Moderator Our Panel
  • 20. © 2019 McorpCX, Inc., All Rights Reserved Michael Hinshaw, President D: 1-415-526-2651 mhinshaw@mcorp.cx www.mcorpcx.com Graham Clark, Director D: 1-404-526-2651 gclark@mcorp.cx www.mcorpcx.com

Editor's Notes

  1. Waze - 2018 100m users globally 30m usa 185 countries Roboadvisors - In 5 years 2019 AUM $980b CAGR 27% 2023 users 147m
  2. Waze - 2018 100m users globally 30m usa 185 countries Roboadvisors - In 5 years 2019 AUM $980b CAGR 27% 2023 users 147m