AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
|
|
- Carmel Robinson
- 8 years ago
- Views:
Transcription
1 AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE
2 SHOULD SERVICE PROVIDERS PUT MORE FOCUS ON THE SME MARKET? Service providers are focused on the highly competitive consumer market or very large enterprises. Many have yet to create truly robust retail operations for the small and medium enterprise (SME) segment that will provide these diverse customers with a differentiated and relevant experience. The SME segment has been somewhat neglected. The perception is that it is too costly to provide tailored solutions for SMEs. The service providers find it expensive to target SMEs, in part because of their higher cost structure... - Interview with Dan O Connell, Gartner 2
3 THE SME MARKET OFFERS HUGE BUSINESS OPPORTUNITIES SMEs spent $510 billion worldwide in IT in 2011 (+6% YoY). SME IT spending will approach $544 billion by the end of This $35 billion increase will be greater than the $29 billion gain of In the U.S., SMEs spent approximately $26 billion in 2010 just on mobile communications solutions. Most spending (69%) is directed towards voice and data services. By 2015, the U.S. SME market will have approximately 56.4 million subscriptions this represents a compound annual growth rate (CAGR) of 5.4% and outpaces the overall market. Source: IDC, Gartner 3
4 WHERE SHOULD SERVICE PROVIDERS FOCUS THEIR ATTENTION? ALCATEL-LUCENT RESEARCH SHOWS THAT TO RETAIN AND INCREASE THEIR SHARE OF THIS LUCRATIVE SEGMENT, SERVICE PROVIDERS MUST CREATE A BETTER EXPERIENCE FOR THEIR SME CUSTOMERS THROUGH ALL THE TOUCH POINTS OF THE CUSTOMER JOURNEY. 4
5 METHODOLOGY HOW WE DID THE STUDIES SME CUSTOMERS 3321 quantitative online respondents Owners, influencers and decision makers with a company size of and regular CSP interaction face-to-face, online or on the phone in 11 countries* 16 focus groups in India and U.S.A. Completed in November 2011 SERVICE PROVIDER EMPLOYEES 868 quantitative online respondents Interacts with customers or business users at least once a week face-to-face, online or on the phone in 11 countries* 24 telephone qualitative two-hour interviews in India and U.S.A. Completed in January 2012 * Countries studied: Australia, Brazil, Canada, China, France, Germany, India, Mexico, Russia, South Africa, Turkey, United Kingdom And United States 5
6 WITH SMEs, TELECOM DECISIONS ARE MORE CLOSELY LINKED TO PERSONAL EXPERIENCE SME telecom decision makers come from a wide range of departments. They are not telecom specialists. As a consequence they make their decisions based on their personal experience. WHICH DEPARTMENT OR WORKGROUP WITHIN THIS ORGANIZATION ARE YOU, YOURSELF, PART OF? 25% 24% HOW MUCH DOES YOUR PERSONAL EXPERIENCE WITH SERVICE PROVIDERS INFLUENCE YOUR BUSINESS DECISIONS WHEN CHOOSING YOUR SERVICE PROVIDER? 5% 12% 10% 6% 5% 5% 4% 3% 3% 1% 1% Administration/Operations (845) Accounting/Finance (394) Marketing and Sales (183) Other (167) Procurement (116) Communications/Public Relations (44) SME EMPLOYEES IT Department (797) C-Suite/Executive (332) Customer Service (172) Research and Development (126) Human Resources (106) Legal Services (39) 95% Strongly/somewhat influences my decisions Has little or no influence on my decisions THE SME SEGMENT IS A COMPLEX MIDDLE GROUND BETWEEN ENTERPRISE AND THE CONSUMER MARKETS. 6
7 AT FIRST SIGHT, EVERYTHING LOOKS GOOD THEIR INTERACTION IS IDEAL. 7
8 SERVICE PROVIDER EMPLOYEES BELIEVE IN THEIR OWN AND THEIR COMPANY S ABILITY TO MEET CUSTOMER NEEDS PLEASE INDICATE WHETHER YOU AGREE OR DISAGREE WITH EACH STATEMENT ABOUT YOUR COMPANY. 78% 83% 82% 80% 78% 72% of service provider employees believe that their personal effectiveness at providing a great customer experience is very good/excellent + STRONGLY/SOMEWHAT AGREE 30% My customers trust my company (868) My company provides a good customer experience (868) My company provides the right combination of products and services at a competitive price (868) It is easy for my customers to make a purchase with my company (868) My customers receive the same quality of customer interactions every time from my company (868) My customers have to wait long in call queues (868) 8
9 AND SMEs ARE VERY SATISFIED WITH THEIR SERVICE PROVIDERS Almost 9 out of 10 are satisfied with their service provider. This is confirmed by a good overall positive NPS at 4.3% and a good customer experience delivery. WHAT IS YOUR OVERALL SATISFACTION LEVEL TOWARDS YOUR SERVICE PROVIDER? 51% HOW WOULD YOU RATE HOW YOUR SERVICE PROVIDER DELIVERS ON ITS PROMISE TO PROVIDE A GREAT CUSTOMER EXPERIENCE? 36% 14% 11% 8% 5% 1% 75% SME CUSTOMERS Strongly satisfied (1182) Neutral (255) Strongly dissatisfied (31) Somewhat satisfied (1699) Somewhat dissatisfied (154) Falls below expectations Meets expectations Exceeds expectations 9
10 BUT REALITY IS NOT SO IDEAL 10
11 DESPITE THE FACT THEY ARE HAPPY, SERVICE PROVIDERS DO NOT OWN THE CUSTOMER Service providers are not doing enough to develop customer loyalty in the SME market. More than 50% of SMEs have at least two mobile phone providers. Only 3% of SMEs have a service provider bundled offer (mobile, fixed line and Internet services). On average, SMEs have 2.2 mobile voice service providers, 1.9 mobile data service providers, 1.5 Internet service providers, 1.4 fixed voice service providers HOW MANY SERVICE PROVIDERS DOES YOUR COMPANY USE FOR THE FOLLOWING SERVICES? MOBILE VOICE MOBILE DATA INTERNET FIXED VOICE AS A CONSEQUENCE, SMEs HAVE TO MANAGE SEVERAL SERVICE PROVIDERS, WHICH IS A WASTE OF TIME AND ENERGY FOR THEM. 11
12 NET PROMOTER SCORE DOES NOT PROVIDE AN ACCURATE PICTURE NPS is a good way of assessing and understanding a customer s emotional engagement. BUT NPS does not assess functional requirements WHAT IS THE PRIMARY REASON YOU CHOSE YOUR PROVIDER? 25% While meeting functional requirements is THE most important in SME eyes. Over 40% of customer satisfaction is based on network quality. 11% 10% 9% 9% 7% 5% 3% SATISFACTION IS BASED ON NETWORK QUALITY Is reliable/offers a great network (1312) Is a price leader (324) Is a quality leader (283) Is secure (164) Is a market leader (353) Offers great breadth of product offerings (303) Offers great customer support (229) Is an innovator (106) SERVICE PROVIDERS NEED ONE VIEW OF THEIR CUSTOMERS. 12
13 SERVICE PROVIDERS ARE A LONG WAY FROM ONE VIEW OF THE CUSTOMER On average, SMEs interact with their service providers 4 times per month! HOW OFTEN WOULD YOU SAY YOU INTERACT WITH YOUR SERVICE PROVIDER ON BEHALF OF YOUR BUSINESS? 46% 32% 14% 8% SME CUSTOMERS One time per month or less (1531) Two to three times per month (1079) Once a week (460) Daily (251) 13
14 SERVICE PROVIDER EMPLOYEES REPORTED NEED FOR IMPROVED SYSTEMS Over 50% of service provider employees have no tools or systems that warn them when a customer is likely to churn!! DO YOU HAVE PROCESSES OR SYSTEMS TO HELP YOU DETECT WHETHER A CUSTOMER IS LIKELY TO LEAVE? WHAT TYPES OF PROCESSES OR SYSTEMS HELP YOU DETECT WHETHER A CUSTOMER IS LIKELY TO SWITCH TO ANOTHER OPERATOR? Select all answers that apply. 50% 50% 50% 26% 19% 3% 17% EMPLOYEES Yes No No systems (438) A customer triggers an event that warns me the customer is likely to leave (224) I receive a regular customer list of at-risk customer (167) Other (22) The at-risk customer is flagged automatically in a portal (145) EMPLOYEES DO NOT HAVE ENOUGH PRO-ACTIVE INDICATORS TO ANTICIPATE CHURN OR PROPOSE RELEVANT OFFERS. 14
15 SERVICE PROVIDER KEY PERFORMANCE INDICATORS ARE FRAGMENTED AND NUMEROUS Service providers are using a wide range of indicators that are really heterogeneous. AS AN EMPLOYEE WHO WORKS PRIMARILY ON THE PHONE, HOW IS YOUR JOB PERFORMANCE MEASURED? Select all answers that apply. 49% 44% 31% 28% 27% 26% 23% 22% 20% 13% 5% 12% SERVICE PROVIDER EMPLOYEES Number of issues resolved (129) Up-sell success (72) Attendance record (53) Customer satisfaction scores (116) Number of calls (69) Peer appraisals (34) Ensuring customers stay with the company (83) Complaints vs. Commendations (61) Other (13) Call handling time (75) Managers monitoring calls (58) My performance is not measured (33) 15
16 WHICH LEADS TO SURPRISING FACTS For example, 6 customers out of 10 always or often need to repeat information when their calls are transferred. WHEN YOU GET TRANSFERRED TO OTHER WITHIN YOUR TELECOM SERVICE PROVIDER DO YOU HAVE TO REPEAT YOUR INFORMATION? 58% 37% 5% SME CUSTOMERS Always/often (1926) Occasionally (1216) Never (179) THE SINGLE VIEW OF THE CUSTOMER AND UNIFICATION OF THE CUSTOMER EXPERIENCE STILL HAS A LONG WAY TO GO. 16
17 AS A CONSEQUENCE, IMPROVING THE SME CUSTOMER EXPERIENCE IS AN IMPERATIVE FOR EARNING AND KEEPING THEIR LOYALTY. 17
18 SMEs WANT ONGOING CONNECTION WITH SERVICE PROVIDERS An overwhelming majority of SME customers are happy to talk to their service provider. A quarterly contact in addition to incident follow-up would be the most acceptable. 89% of SMEs are willing to spend time with their service provider to get the most appropriate solutions and services for their business HOW OFTEN IS ACCEPTABLE FOR YOUR SERVICE PROVIDER TO ASK FOR YOUR FEEDBACK ABOUT YOUR CUSTOMER EXPERIENCE? 37% 24% 23% SME CUSTOMERS 16% Quarterly (1224) After an incident (811) Annually (751) Monthly (535) 18
19 IMPROVING FUNCTIONAL REQUIREMENTS IS THE MOST IMPORTANT IMPROVEMENT SERVICE PROVIDERS CAN MAKE WHAT IS THE PRIMARY AREA YOUR SERVICE PROVIDERS SHOULD WORK ON TO CREATE A GREAT OVERALL CUSTOMER EXPERIENCE FOR YOU? 24% 21% 9% 7% 6% 6% 5% 4% SME CUSTOMERS Service quality: The experience while using the service (801) Plan flexibility: The flexibility and features of the service plan (286) Ease of doing business: The ease of interacting with the service provider (208) Portfolio: The breadth and depth of the types of services offered (180) Pricing: The overall pricing (709) Interaction quality: The quality of the customer service support (221) Human interaction: Experience of interaction with a person on the phone, in-person or online (201) Reward offered: Rewards offered for loyalty or customer value (131) 19
20 GREATER CUSTOMER CARE IS THE MAJOR IMPROVEMENT FOR SERVICE PROVIDER EMPLOYEES Customer care integration, employee empowerment and better tools are the top three improvements expected. WHAT IS THE NUMBER ONE AREA YOU BELIEVE YOUR COMPANY SHOULD WORK ON TO CREEATE A GREAT OVERALL CUSTOM? 21% 13% 11% 8% 7% 6% 6% 5% EMPLOYEES Care about customers/offer personalized and faster customer services (181) Provide you with fast, easy-to-use tools to solve customer issues (94) Follow up with issues (61) Offer better applications, content and network services (49) Have management listen more to employees on the front lines (110) Increase workforce to handle volume of calls and provide faster assistance (72) Build a better infrastructure (56) Offer wider variety and more innovative products (41) 20
21 CROSS-CHANNEL INTEGRATION AND ANALYTICS ARE CRITICAL, NOT JUST THE DATA SOURCES The main data sources should include transactional data, attitudinal survey data and unstructured data from call centers and web operations. WHAT DO YOU THINK IS THE MOST EFFECTIVE AND ACCEPTABLE WAY FOR YOUR COMPANY TO MEASURE CUSTOMER EXPERIENCE? 19% Segmentation is required to provide different treatments. Segmentation based on identified touchpoints and decision points with different conclusions drawn and broken down by segment. Service providers should also focus on social network services analytics. Targeting the customer experience based on this data is a sure-fire way to improve the value of existing customers and move a customer from a lower-value segment to a segment with higher value. 15% 14% 14% 12% 10% EMPLOYEES Customer care recordings (152) Telephone surveys (116) s or text messages from customers (96) Tracking social networking sites and technology blogs (49) Paper surveys (22) Other (17) 6% 4% 3% Web online surveys (119) surveys (114) Interviews with employees (85) Tracking media and press (32) SMS surveys (15) 2% 2% 21
22 AND CREATE A CUSTOMER EXPERIENCE CHAMPION PROGRAM Customer experience champions should be in an appropriate position to affect change and establish a culture that puts the customer at the heart of the organization. Champions should also be employed to motivate the organization, be a devoted representative for the customer, and reach out to dissatisfied and angry customers to attempt a resolution. Training and support for service provider employees is clearly important and desired. Furthermore, a team approach should be considered to prevent individual burn out. WHAT RECOGNITION AWARDS OR PROGRAMS DO YOU MOST LIKE TO RECEIVE? 73% of service provider employees believe that the training offered by their company for their job is very/somewhat effective 36% 23% 9% Cash rewards (233) Points program for purchases (34) Employee of the month/year (23) Free or discounted phone service (15) Plaques/certificates/trophies (9) 5% 5% 4% 4% 4% 3% 2% 2% EMPLOYEES Incentives (149) Customer kudos (33) Gift cards (22) Discounts on newest phones (10) Peer-to-peer awards (8) 2% 1% 1% 1% Manager recognition (59) Congratulations notes/appreciation letters (24) Small gestures/occasional goodies (21) Free luncheons (10) Other (6) 22
23 TO CONCLUDE 23
24 SERVICE PROVIDERS HAVE TO ADAPT TO THE CUSTOMER EXPERIENCE (R)EVOLUTION Service providers need to move ahead with their plans to introduce services and systems to create a better overall telecom customer experience with relevant performance indicators to better understand SME DNA. Service providers need one view of a customer to gather NPS, assess emotional engagement and Customer Effort Score (CES), and assess functional requirements. Service providers should also improve internal processes so they can react quickly to SME needs and anticipate SME expectations. Service providers should become a trusted advisor and replace the provider/customer relationship by a real partnership with each SME customer. Service providers should provide differentiated service to meet SME needs while learning from Consumer experiences and applying them to the SME where there are commonalities. IN THE CURRENT MULTI-DIMENSIONAL MARKET SATURATION, CUSTOMER EXPERIENCE CLEARLY BECOMES A POINT OF DISTINCTION. THIS WILL ACTUALLY HAVE THE KNOCK-ON EFFECT OF INCREASING MARKET SHARE AND REVENUE, WHICH IS WHAT SERVICE PROVIDERS WANT IN THE FIRST PLACE. 24
25 MARKET AND CONSUMER INSIGHT Market Knowledge Sharpens your Business Edge Market and Consumer Insight (MCI) investigates links between consumer behavior, market and technological trends to help Alcatel-Lucent and its clients, communication service providers, make more informed and impactful business decisions. FOR ADDITIONAL INSIGHTS EXPLORE THE MARKET AND CONSUMER INSIGHT WEBSITE AT: MCI experts dig deeper and reach farther to provide information that helps communication service providers formulate new thinking, including: Global and regional, urban and rural, insights Research on consumer, market and technological trends FOR FURTHER INFORMATION CONTACT: 25
26
27
Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1
Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...
More informationMaximize your impact
September2013 Maximize your impact Gain the advantage in the small business market Join The Conversation, brought to you by Sun Life Financial Group Benefits. THE CONVERSATION SUN LIFE MAKES IT POSSIBLE
More informationGlobal Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers
More informationThe Top 9 Ways to Increase Your Customer Loyalty
Follow these and enjoy an immediate lift in the loyalty of your customers By Kyle LaMalfa Loyalty Expert and Allegiance Best Practices Manager What is the Key to Business Success? Every company executive
More informationThe customer experience: have customers been forgotten?
The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationConsumer Views of Live Help Online 2012: A Global Perspective
RETAIL Consumer Views of Live Help Online 2012: A Global Perspective A consumer research study commissioned by Oracle March 2012 e Retail Talk SurVey BACkGrOund RETAIL In the fall of 2011, Oracle Retail
More informationBlue Saffron Managed Services : The Customer Experience
Blue Saffron Managed Services : The Customer Experience 1 Contents Background... 3 Section 1: SME Business and ICT Challenges... 3 Section 2: Key Drivers and Considerations for Managed Services... 5 Section
More informationAmdocs Multichannel Selling Solution
Amdocs Multichannel Selling Solution Are Your Sales Channels Geared to Maximize Your Revenue? Most consumers use multiple sales channels when buying a new phone, device or package. While more and more
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More informationCustomer Care for High Value Customers:
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
More informationDATA-ENHANCED CUSTOMER EXPERIENCE
DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within
More information2014 CX Innovation Award Submission Form
2014 C Innovation Award Submission Form Instructions: Please fill out the form completely and be sure to read the information regarding attachments/supporting documents at the end of the form. To view
More informationNumber of consumer customers (Million) Market share (% consumer subscribers)
Customers Who are our customers? We are delighted to be able to report that we have grown to 23.4 million customers in total this year, which represents an increase of 8.3% from the previous year. Our
More informationHow To Be A Successful Employee
Talent Trends 2014 What s on the minds of the professional workforce Introduction For career-minded people everywhere, these are interesting times. Economies continue to falter in several regions of the
More informationTHE ZENDESK BENCHMARK
THE ZENDESK BENCHMARK Your Prescription for Optimizing Customer Service Table of Contents Intro Introducing the Zendesk Benchmark What matters most: the key metrics Zendesk Benchmark: the global results
More informationAppendix 10: Improving the customer experience
Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure
More informationconsumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators
consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators An Ericsson Consumer Insight Summary Report June 2013 contents USER BEHAVIOR IS CHANGING
More informationEffectively Managing your Customers Experiences through Enterprise Feedback Management
breakfast habits change as they grow older. Take hot cereal as an example, there is a clear relationship between age and consumption incidence: 15-24 years old: 37% 25-34 years old: 45% 35-49 years old:
More informationSmall Business cloud services: the multi billion dollar opportunity for telcos
Small Business cloud services: the multi billion dollar opportunity for telcos 03 Redefining Digital Banking for SMBs Contents Foreword 03 Foreword 04 Executive Summary 05 Research findings 10 Top-level
More informationOPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL
www.wipro.com OPTIMIZING INSURANCE DISTRIBUTION THROUGH A HYBRID MODEL Sasi Koyalloth Connected Enterprise Services (CES) BAS Table of Content 03... Abstract 04... Challenges of Direct and Agent-based
More informationAre European companies ready for customer centricity?
EXECUTIVE SUMMARY Are European companies ready for customer centricity? In collaboration with MV2 Conseil Delivering Transformation. Together. Contents 3 Introduction 4 Objectives and methodology 5 10
More informationThe Zendesk Benchmark Q2 2013
The Zendesk Benchmark Q IN FOCUS: CUSTOMER SELF-SERVICE zendesk.com The Zendesk Benchmark Q/ Table of Contents Global Customer Satisfaction Summary Page Background on Zendesk Benckmark Customer Satisfaction
More informationAccenture 2010 Global Consumer Research executive summary
Accenture Global Consumer Research executive summary Introduction Accenture annually surveys consumers across geographies and industries about their experiences and behaviors. The Accenture Global Consumer
More informationGrowing the Digital Business: Spotlight on Mobile Apps. Accenture Mobility Research 2015
Growing the Digital Business: Spotlight on Mobile Apps Accenture Mobility Research 2015 Introduction 2 In the past five years, companies have spent considerable time, money and attention developing mobile
More informationInteractive Intelligence
Interactive Intelligence Customer Service Experience Study (Wave II) by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. and Thomas Bailey Content Editor Interactive Intelligence, Inc.
More informationAgilent OSS Customer-Centric Service Manager
Agilent OSS Customer-Centric Service Manager Deliver the high-quality wireless experience your high-value customers demand Agilent OSS Customer-Centric Service Manager (CCSM) provides the end-toend, real-time
More informationAccenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings
Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationWAYS TO IMPROVE CX PLATFORMS
8 ENLIGHTENING WAYS TO IMPROVE CX ON MULTI CHANNEL PLATFORMS Developing multi-channel management to improve customer experience across the whole business is one of the main pain points for companies in
More informationAMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS
AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS THE NEED FOR CRM EXCELLENCE In today s highly competitive and challenging environment, financial services institutions can no longer base their strategy primarily
More information10 Rules for Customer Experience Excellence
10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More information2015 Customer Success Industry Trends Report
2015 Customer Success Industry Trends Report Table of Contents 3 EXECUTIVE SUMMARY 4 MEET THE SURVEY RESPONDENTS 6 WHO DOES YOUR HEAD OF CUSTOMER SUCCESS REPORT TO? 8 HOW WOULD YOU CHARACTERIZE THE MATURITY
More informationAn Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers
An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of
More informationTurning an enriched customer experience into a valuable asset
Turning an enriched customer experience into a valuable asset To continue driving financial performance and growth, Communications Service Providers (CSPs) need to improve the customer experience they
More informationStrategies for Success with Online Customer Support
1 Strategies for Success with Online Customer Support Keynote Research Report Keynote Systems, Inc. 777 Mariners Island Blvd. San Mateo, CA 94404 Main Tel: 1-800-KEYNOTE Main Fax: 650-403-5500 product-info@keynote.com
More informationThe Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies
The Cost of Poor Customer Service The Economic Impact of the Customer Experience and Engagement in 16 Key Economies November 2009 Executive Summary Snapshot of Key Findings by the Numbers: USD$338.5 Billion
More informationVoice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
More informationThe Seven Elements of Great Social Customer Service
The Seven Elements of Great Social Customer Service How to Win the Social Media Customer Service Challenge in The Contact Center As consumers turn in droves to social media to solve problems, share and
More informationCREATING THE RIGHT CUSTOMER EXPERIENCE
CREATING THE RIGHT CUSTOMER EXPERIENCE Companies in the communications, media, and entertainment industries are using big-data technologies, user-centered design, and operational alignment methodologies
More informationHigher satisfaction at lower costs: Digitizing customer care. By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider
10 Higher satisfaction at lower costs: Digitizing customer care By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider RECALL No.22 Digital marketing Higher satisfaction at lower costs: Digitizing
More informationLoyalty. Social. Listening
Loyalty Social Listening Listen Understand Engage We integrate Social Listening data with existing research and other data to help our clients drive brand preference and customer loyalty Loyalty Social
More informationRIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are
More informationTransformational Outsourcing Real-time Performance. Really happy customers. 1 Nokia Siemens Networks
Transformational Outsourcing Real-time Performance. Really happy customers. 1 Nokia Siemens Networks The traditional telecoms model is changing Pricing and segmentation strategy Customer interaction Service
More informationCablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics
BUYER CASE STUDY Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics Dan Vesset Brian McDonough IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA
More informationHow to Write an Oxford Commitment (CXPA) For Business
2015 CX Innovation Award Submission Oxford Properties Instructions: Please fill out the form completely and be sure to read the information regarding attachments/supporting documents at the end of the
More informationCustomer Service Best Practices Survey Results
Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer
More informationA Quick Guide to Social Customer Service: Measure, Refine & Scale
A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last
More informationWHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS
WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS CONTENTS EXECUTIVE SUMMARY 1 INTRODUCTION 2 REACTING TO A POOR CUSTOMER EXPERIENCE IS TOO LATE AND LEADS
More informationWhite paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time
White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed
More informationBest Practice in Customer Experience Management
Best Practice in Customer Experience Management This report looks at best practice in implementing voice of the customer programmes to help retail businesses understand what their customers want and how
More informationCRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution?
CRM Buyer s Guide Volume III: How Can I Get the Most from My Chosen CRM Table of Contents Steps to CRM Success... 1 Step 1: It s all About the Customer... 1 Step 2: Build a Business Case... 2 Step 3: End
More informationManaging all your customer interactions Ambit CustomerConnect
RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationTitle. The Customer Experience Imperative
Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your
More informationconsumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction
consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction An Ericsson Consumer Insight Summary Report February 2012 contents Enhancing the consumer
More informationCONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
More informationThe Effect of Performance Recognition on Employee Engagement
The Effect of Performance Recognition on Employee Engagement 2013 Dr. Trent Kaufman Tyson Chapman Jacob Allen Copyright 2013 Introduction Think about the last time someone you work with told you, Great
More informationNICE Systems and Avaya provide businesses with Insight from Interactions
IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)
More informationAccenture Overview Page 1
Accenture Overview Page 1 Company Overview Accenture is one of the world s leading management consulting, technology services and outsourcing organizations, with more than 246,000 employees; offices and
More informationInternet of Everything (IoE) Top 10 Insights from Cisco s IoE Value Index Survey of 7,500 Decision Makers Across 12 Countries
Internet of Everything (IoE) Top 10 Insights from Cisco s IoE Value Index Survey of 7,500 Decision Makers Across 12 Countries Joseph Bradley Jeff Loucks Andy Noronha James Macaulay Lauren Buckalew The
More informationExceptional Customer Experience AND Credit Risk Management: How to Achieve Both
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
More informationAmdocs Field Service
Amdocs Field Service SOMETIMES YOU NEED MORE THAN JUST GREAT FIELD SERVICE PERSONNEL Keeping your customers happy makes the difference between business success and failure, and the service that you deliver
More informationWe hear you - putting our customers at the heart of everything we do
We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest
More informationThe Power of 32/X 1 4300.250. 30 levels 287.1 287.1 5.0 3420.330 36.14 23.55. x21. 24hr security 32/X 1. Potential. x21. 30 storey x21. 36 sq ft.
The Power of Technology IN CRE Data and Analytics 7800 42 0.2 3420.330 175lbs 32/X 1 4300.250 x21 36.14 3420.330 32/X 1 Potential 21.56 25x100 growth is an organization s future ability to generate larger
More informationDelivering a Superior Customer Experience
An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,
More informationI D C M a r k e t S c a p e : W o r l d w i d e F i n a n c i a l S e r v i c e s C o n s u l t i n g 2 0 1 2 V e n d o r A n a l y s i s
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com C O M P E T I T I V E A N A L Y S I S I D C M a r k e t S c a p e : W o r l d w i d e F i n a n c
More informationExecutive Summary. Customer Service Experience Study (Wave II) Answering Two Key Questions. June 2014
Executive Summary Customer Service Experience Study (Wave II) June 2014 Authored by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. Thomas Bailey Content Editor Interactive Intelligence,
More informationMaximizing Customer Retention: A Blueprint for Successful Contact Centers
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
More informationKea Influencer Relations and Marketing for High-Tech & Technology Providers
Kea Analyst Relations Industry analysts play a key role in defining markets and educating buyers. We work with clients to identify and track the most influential and relevant industry analysts, and advise
More informationHow To Analyze Customer Experience
Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying
More informationINFORMATION GENERATION
INFORMATION GENERATION VANSON BOURNE RESEARCH FINDINGS 1 RESEARCH METHODOLOGY VANSON BOURNE QUALITATIVE: ENGAGED 40+ EXPERTS & ACADEMICS E X P E R T S 40+ influential global decision-makers, experts and
More informationCRM and KM integration: its time has come
WHITE PAPER CRM and KM integration: its time has come An integrated look at the functions of CRM and Knowledge Management today s business environment INTRODUCTION Until very recently, customer relationship
More informationNICE PERFORM. Insight from Interactions DRIVING BUSINESS PERFORMANCE IN THE CONTACT CENTER AND ENTEPRISE
TM NICE PERFORM DRIVING BUSINESS PERFORMANCE IN THE CONTACT CENTER AND ENTEPRISE On its introduction in 2004 NICE Perform immediately became the acknowledged benchmark solution for enterprises demanding
More informationOne-Size-Fits-All Fits None: How to Create Cloud Offers for Industry Verticals
One-Size-Fits-All Fits None: How to Create Cloud Offers for Industry Verticals Joshua Beil, Director Content Marketing and Research John McMillan, Director Business Consulting Services Agenda 1 SMB cloud
More informationDedicated to you and accountable for your service relationship
Dedicated to you and accountable for your service relationship For more information : claranet.co.uk - twitter.com/claranet To book an appointment or to discuss our services : Call us : 0845 355 2000 -
More informationEmployee Engagement Drives Client Satisfaction and Employee Success in Professional Services
Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive
More informationGlobal Survey: Is enterprise social collaboration living up to its promise? May 2013 Avanade
Global Survey: Is enterprise social collaboration living up to its promise? May 2013 Avanade Across the board, IT and business decision-makers, along with end users, report positive outcomes from their
More informationBELGIUM S LEADING MULTI-PLAY SERVICE PROVIDER IMPROVES THE CUSTOMER EXPERIENCE AND AGENT EFFICIENCY WITH AMDOCS
AMDOCS CUSTOMER success story BELGIUM S LEADING MULTI-PLAY SERVICE PROVIDER IMPROVES THE CUSTOMER EXPERIENCE AND AGENT EFFICIENCY WITH AMDOCS Amdocs OPS is a very powerful and useful tool and has had a
More informationImproving Customer Satisfaction to Accelerate Your Business Results
Improving Customer Satisfaction to Accelerate Your Business Results Adrian Posteraro Managing Director Agenda About Presenter Why Customer Satisfaction (CSAT) Benefits of CSAT How to Implement a CSAT Process
More informationCX Trends Forecast: A Summary of the Top 10 Disrupters
CX Trends Forecast: A Summary of the Top 10 Disrupters Driving Results. Consistently What are this year s emerging customer experience trends? Here are the 10 customer experience disrupters that we predict
More informationTen Steps to CRM Success. A Customer Relationship Management White Paper
A Customer Relationship Management White Paper 10 Steps to CRM Success i Table of Contents Step1: It s all About the Customer... 1 Who Are Your Customers?... 1 Define Customer Attributes... 1 Step 2: Build
More information10 Steps to a Multichannel Strategy and an Exceptional Customer Experience
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents
More informationHR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems
www.wipro.com HR - A STRATEGIC PARTNER Evolution in the adoption of Human Capital Management systems FUTURE READY SYSTEM FOR AN INSPIRED WORKFORCE Anand Gupta, Director, Oracle Cloud Services, Wipro Table
More informationHow To Transform Customer Service With Business Analytics
IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is
More informationCONSUMERLAB CONNECTED LIFESTYLES. An analysis of evolving consumer needs
CONSUMERLAB CONNECTED LIFESTYLES An analysis of evolving consumer needs An Ericsson Consumer Insight Summary Report January 2014 Contents INTRODUCTION AND KEY FINDINGS 3 THREE MARKETS, THREE REALITIES
More informationUnlocking the True Potential of Usage Data. Amdocs White Paper November 2014
Unlocking the True Potential of Usage Data Amdocs White Paper November 2014 UNLOCKING THE TRUE POTENTIAL OF USAGE DATA 2 With the continued pressure to differentiate and lead in a market suffering from
More informationAdvice for social networks
Theme: Future of Quality The National Agenda Outlines CRM PRACTICES IN ASIAN COUNTRIES PREM NARAYAN Group General Manager (P&Q) IRCTC Corporate Office Definition of CRM Era wise CRM Growth Global Scenario
More informationSpecial report: Small Business in New Zealand: Myths and realities (Part 2)
Special report: Small Business in New Zealand: Myths and realities (Part 2) Level 7, 45 Johnston St, PO Box 10 617, Wellington, New Zealand P 04 499 3088 F 04 499 3414 E info@researchnz.com W www.researchnz.com
More informationUnderstanding Financial Consumers in the Digital Era. A Survey and Perspective on Emerging Financial Consumer Trends
Understanding Financial Consumers in the Digital Era A Survey and Perspective on Emerging Financial Consumer Trends cgi.com 2 1.0 Executive summary 3 2.0 Findings and analysis 4 2.1 Top financial consumer
More informationThe Guestware Solution
The Guestware Solution Many hotels operate using manual processes for service delivery and asset management which leads to inefficiencies and inconsistent service quality. Guestware provides the technology
More informationActively Engage with Energy Utility Customers to Build Loyalty and Drive Retention
Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and
More information10+4 Principles to Capture Your Customer Experience
Creating a Customer-Focused Customer Experience Journey Map 10+4 Principles to Capture Your Customer Experience Jim Tincher, Principal Consultant Jim@HeartoftheCustomer.com Creating a Customer-Focused
More informationTransitioning from Old QA to New Analytics-Enabled Quality Assurance
Transitioning from Old QA to New Analytics-Enabled Quality Assurance Sponsored By: 1 Table of Contents Introduction...1 The New Analytics-Enabled QA Process...1 Benefits of Next-Generation QA Solutions...5
More informationThe Amdocs Enterprise Customer Management Solution
The Amdocs Enterprise Customer Management Solution THE MOVE TO ENTERPRISE Most service providers today face profitability challenges and eroding revenue in their consumer business. That s why many operators
More informationMEASURING SMB CUSTOMER OUTCOMES: THE DELL MANAGED SERVICES ADVANTAGE
MEASURING SMB CUSTOMER OUTCOMES: THE DELL MANAGED SERVICES ADVANTAGE Sanjeev Aggarwal, Partner Laurie McCabe, Partner Sponsored by Dell CONTENTS Introduction...3 Section 1: SMB Business and IT Challenges...3
More informationHow To Get A Better At Developing An Application
Whitepaper Rethink application possibilities and align to desired business outcomes EALA results January 2014 2014 Avanade Inc. All rights reserved. Executive summary It s a new world of applications.
More information