LEVERAGING BIG DATA TO OPTIMIZE CUSTOMER EXPERIENCE. 16 th November, 2015

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1 LEVERAGING BIG DATA TO OPTIMIZE CUSTOMER EXPERIENCE 16 th November, 2015

2 NICE VISION Empowering Organizations to Work Smarter by Unleashing the Power of Data

3 ~25,000 Customers >80% Fortune 100 Customers 1986 Founded NASDAQ: ~3,600 Employees $1B FY 2014 Non- GAAP Revenues >150 Countries >35 Local Offices >1000 Service Experts

4 People s Experiences are an On-going Journey

5 KNOW MY STORY SOLVE IT NOW MAKE IT EASY BE RELEVANT Little visibility and datasharing across touchpoints Growing interaction complexity Limited proactive initiatives Service rarely contextual and personal

6 Challenge 1: Number of Channels is Growing channels to interact with service providers NICE Global Consumer Survey, 2015

7 Challenge 2: Data Resides in Many Different Places Billing transactions ACD call center switch records Chat logs Branch / Retail Store Transactions Web transactions Case Management Information IVR Logs 7 Customer profile information Agent profile information Call Recordings

8 Challenge 3: Interactions are Unstructured unstructured data needs to be brought into their information management platforms. Otherwise, they're not getting the complete view of the different data points that they should be looking at to make decisions. Anjul Bhambhri, IBM VP of Big data 8

9 Challenge 4: Insights are Hard to Operationalize Big data really is about having insights & making an impact on your business. If you aren t taking advantage of the data you re collecting, then you just have a pile of data, you don t have big data. Jay Parikh, Facebook VP of infrastructure engineering 9

10 Recipe for enabling a great customer experience UNDERSTAND YOUR CUSTOMER S JOURNEY Limited omni-channel interaction visibility hinders ones ability to deliver proactive, optimum and consistent customer experiences KNOW YOUR CUSTOMERS SITUATION Distributed and fragmented data sources inhibit ones ability to learn and predict customer behavior ACT IMMEDIATELY AND CONSISTENTLY Untimely customer insight and prediction hinders relationship oriented interactions

11 Nice Customer Engagement Analytics ONE PLACE NICE CUSTOMER ENGAGEMENT ANALYTICS ALL DATA REAL TIME & BATCH PROACTIVE CUSTOMER EXPERIENCE

12 Customer Journey Building Blocks NICE CUSTOMER ENGAGEMENT ANALYTICS Calls Customer & Agent Association RT Personalization Web Chats Text Analytics Contact Reasoning Sequencing Customer Journey Scenario Analyzer Surveys CRM Data Warehouse Customer Data Store Reports BI Data Mart

13 Aggregating Customer Journeys Aggregating & Visualizing Customer Journeys

14 Customer Engagement Analytics 14

15 One of the largest wireless operators Profile in the world Over 60MM subscribers Over 4K retail outlets all over the US Over 35K customer care agents Clear vision to differentiate via customer experience and service level

16 At first, achieving customer experience leadership seemed impossible First call resolution was worse 20% than Its nearest competitors Industry average The average time a Customer waited 14X on hold was the average Industry Customer churn rate was double the rate of the industry 35% of customers simply quit waiting and hung up Customers had to call TWICE as often to resolve an issue

17 This was a clear call to action Situation Solution Zero ability to sequence contacts Transaction Analytics sequences all touch points Inability to understand why people call Algorithms measure upstream containment and contact reasons Lack of visibility on how individual agents improve Segmentation and Behavior-based Coaching No accountability for closing the loop with agents Systematic ability to measure and drive agent consistency 17

18 Customer journey effort was visualized Go to Channel is Voice <20% have a previous interaction where they ve tried to self-serve SMS 20.1% 72 Web Opportunity: Next Call Prevention Multiple Repeat Call instances 1.1% % % % Survey Web SMS IVR Self Service 100.0% 14,860 Voice 0.4% % % % 1,222 Web Survey IVR Self Service Voice 13.7% % % % 36 Voice IVR Self Service Survey IVR Self Service Voice Opportunity: Next Call Prevention 17% Repeat Calls within 14 days 35.8% 214 Voice 33.2% 71 Voice Opportunity: Promote web self service <3% using Web for next contact 16.1% 2, % 598

19 Impacts driven Result #1: Soaring Customer Satisfaction 15 pt gain in CSAT Won most improved in service across 47 industries according to ACSI #1 Result #2: Dramatic Call Volume Reduction 20% 1/3 Reduction in Customer effort and overall improvement in Customer experience Reduction in Care Operations costs ALSO Customer churn rates were cut to <2% 33% 1/3 Improvement in First Call Resolution Reduction in calls per subscriber The number of call centers required to deliver improved service was reduced 19

20 NICE Collaboration in European Big Data Research Initiatives Participated in 4 projects in the 7th research framework program (FP7) Managed FP7 consortium EXCITEMENT achieving Excellent score for 3 years in a row Participating in Horizon 2020, focusing on Big Data, Data Privacy & Creative technologies 20

21 THANK YOU NICE Customer Experience Analytics

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