This document discusses how companies can improve the customer experience across different touchpoints and industries in the digital economy. Some key findings include: - 33% of customer satisfaction impacting situations involved interactions across 2-3 interfaces - 80% of customers calling a corporate toll free number were unhappy and needed high attention - Companies were able to improve 28% of service impacting situations through proactive customer engagement The document advocates for taking a holistic view of the customer experience across the entire customer journey and looking for success predictors unique to different industries.

1. To
The
Cloud:
How
the
Digital
Economy
is
Shaping
Customer
Success
in
Every
Industry
Mary
Stanhope
Global
Capacity

5. Major
Milestones
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ISSUE
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SERVICE

6. Customer
Experience
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8. USE
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Capturing
Customer
Moments

9. 33%
of
satisfaction
impacting
situations
involved
2-­‐3
interfaces
80%
of
customers
calling
corporate
toll
free
number
were
unhappy
and
needed
high
attention
33%
Customer
were
highly
satisfied
with
follow
up
call
from
account
team
after
submitting
a
complaint
on
corporate
social
media
and/or
email

11. What
is
the
Mood
of
the
Network?
Network
Utilization

12. Found
over
55%
of
service
impacting
situation
started
with
some
usage
change
>
55% Were
able
to
improve
28%
of
situations
with
proactive
engagement
of
customer
resulting
in
service
change
28%

13. USE
SERVICE
INSTALL
SERVICE
ORDER
SERVICE
SERVICE
ISSUE
RENEW
SERVICE
Full
Customer
Satisfaction
View
Network
Availability
Network
Utilization

14. Look
for
customer
success
predictors
unique
to
your
Industry

15. Thank
you!
mstanhope@globalcapacity.com