z Keep ahead of your competition Building a non-stop Customer Experience
|
|
- Barrie Harrell
- 8 years ago
- Views:
Transcription
1 z Keep ahead of your competition Building a non-stop Customer Experience
2 Your speakers today Neil Titcomb Commercial Sales Director UKI Genesys Krzys Leskow Senior Solutions Consultant UKI Kim RobertsonDirector of Customer Experience Genesys GEMA 2 Confidential and Proprietary.
3 Todays Agenda Leading Customer Experience Neil Titcomb Work Force Optimization Strategies in an Omni Channel environment Krzys Leskow Work Force Optimization Best Practices Kim Robertson Demonstration Krzys Leskow Questions and Answers with the Panel All 3 Confidential and Proprietary.
4 The customer lifecycle Choose Exit Join The Customer Lifecycle Grow Manage 4 Confidential and Proprietary.
5 The customer lifecycle CHOOSE JOIN MANAGE GROW EXIT 5 Confidential and Proprietary.
6 The customer lifecycle CHOOSE JOIN MANAGE GROW EXIT 6 Confidential and Proprietary.
7 The customer journey Customer s Emotional Journey Customer s Transactional Journey Customer Lifecycle CHOOSE JOIN MANAGE GROW EXIT RESEARCH ORDER RECEIVE No proactive updates Hard to get assistance Not recognized as a customer Inconsistent experiences 7 Confidential and Proprietary.
8 The customer journey Customer s Emotional Journey Customer s Transactional Journey Customer Lifecycle CHOOSE JOIN MANAGE GROW EXIT RESEARCH ORDER RECEIVE No proactive updates Hard to get assistance 8 Confidential and Proprietary. Not recognized as a customer Inconsistent experiences
9 Maria s mobile upgrade story
10 Meet Maria Maria Garcia is just starting college My phone, and fast Internet access are my lifeline, without them, I would just die! She lives on Pinterest, Facebook, YouTube, has thousands of pictures and videos on her phone and loves to stream music to it 10 Confidential and Proprietary.
11 Maria s story Maria wants to upgrade to a new smartphone for when she gets to college 11 Confidential and Proprietary.
12 Maria s Transactional Journey Maria s Emotional Journey Maria s previous upgrade experiences RESEARCH ORDER RECEIVE Not kept informed No access to assistance on the web Inconsistent cross-channel experiences 12 Confidential and Proprietary.
13 Social Media 13 Confidential and Proprietary.
14 Social Media Maria starts to look for a new mobile phone contract as her current contract is coming to an end 14 Confidential and Proprietary.
15 Social Media MariaGarcia1995 Maria Garcia July 7 12:57 PM are there any offers available on Hi Maria it s great to hear from you, please click here for some great offers The tweet is captured, classified and distributed to a social media sales advisor at G- DemoTel who tweets a link with GDemoTel s best offers 15 Confidential and Proprietary.
16 Web 16 Confidential and Proprietary.
17 Web Maria clicks on the link in the G-DemoTel tweet and browses the website 17 Confidential and Proprietary.
18 Web Student offers Upgrade Mobile deals for students? Internet & TV offers for students? Special specific offers? Parental guarantees? Student payment arrangements? Maria looks for information about the deals for students 18 Confidential and Proprietary.
19 Web Chat Online Hi Maria, Do you need help with choosing a phone deal? No, thanks Ok As Maria is struggling to find the best deal she is proactively offered a web chat 19 Confidential and Proprietary.
20 Web Chat Online Hi Maria, Do you need help with choosing a phone? Monique No, thanks Maria Garcia Ok - Worksp... Maria Garcia Monique, a mobile phone sales specialist, receives a screen pop Phone upgrade deal 20 Confidential and Proprietary.
21 Web Chat Online Monique: Hello Maria, Monique yes I Maria will send Garcia - Worksp... you the details of what we can offer Maria Garcia Maria is unsure of which model she wants so Monique offers to send her the options Type message Send 21 Confidential and Proprietary.
22 22 Confidential and Proprietary.
23 From: To: Subject: Upgrade Offers Dear Maria It was good to web chat with you earlier today. I can confirm that we can upgrade you to Talk&Surf plan 1 for 50 per month with the phone you prefer or Talk&Surf plan 2, which is an additional 30 for a total of 80 per month. I hope that one of these offers will be of interest to you and that you will choose to continue to be a customer of Gdemo-TEL. Maria receives an with the offer details that she had discussed with Monique To take advantage of one of these personalized offers, please click here. Yours faithfully, Monique Sales G-DemoTel 23 Confidential and Proprietary.
24 Multimodal 24 Confidential and Proprietary.
25 Multimodal IVR: Thank you for calling G-DemoTel, are you calling about your recent upgrade offers? Say Yes or No Maria: Yes IVR: Great, we will put you straight through to an advisor who can help 25 Confidential and Proprietary.
26 Multimodal Kirsten Maria Garcia - Workspace Phone upgrade deal High Value 26 Confidential and Proprietary.
27 Multimodal Monique. Jon Monique SmithTorres Robert S. GDemo-Tel Phone Upgrade GDemo-Tel Lost Phone Maria Garcia Mobile phone packages Work Order Processing JOURNEY CONTACT Upgrade Chat Upgrade Search Kirsten is able to see Maria s journey history Notes Phone upgrade Social Question Phone upgrade 27 Confidential and Proprietary.
28 Multimodal Kirsten: Hello Maria, my name is Kirsten form GDemo-TEL, how are you? Maria: I m fine thank you. Kirsten: Maria, I see you ve been looking at some of our mobile upgrade options. How can I help you? Maria: I m still unsure which size iphone 6 would be best for me Kirsten: Well I have the smaller size as it s fits my purse and pockets, but my friend has the Plus and she really likes the bigger screen, especially as she doesn't have a tablet device Maria: Mmm, I do have a tablet which I could sell can I get that with Talk&Surf plan 2? Maria: That s okay, yes I think I want to go ahead with the 6 Plus Kirsten: Yes you can, but you will need to pay an 80 upgrade fee Kirsten: Great, I ll send you a text message that will give access to our secure card payment website Kirsten: once you ve competed it I can finish the order, but if you have problems I will still be here on the phone 28 Confidential and Proprietary.
29 Multimodal Hello Maria, This text message is from G- DemoTel, click on this link to make your upgrade payment: hsqgpl88vmbtlw?t=sp3rsaq You will then be sent an authentication code Your G-DemoTel authentication code is: This code is valid for 30 minutes on 7/7/15 Maria receives a text message sent by Kirsten that enables her to access the secure card payment website Once she has accessed the application GDemo-TEL sends her an authentication code 29 Confidential and Proprietary.
30 Multimodal Kirsten: Hello Maria, I can see the payment has gone through. Maria: Great, that was easy Kirsten: I can now arrange for an iphone 6 Plus to be shipped to you, and the move to the Talk&Surf plan 2. Kirsten: Do you want to also take out our phone insurance to cover your new phone 30 Confidential and Proprietary.
31 Addressing Maria s customer experience challenges Customer experience challenges Not getting assistance on the web Not being kept informed of transaction progress and events Inconsistent experiences when moving between touchpoints and channels Solutions Proactive web chat and callback Keep the customer informed by text message and A multimodal approach Use context to centrally manage all interactions through a single platform 31 Confidential and Proprietary.
32 From Managing Touchpoints to Customer Journeys Companies focused on the end-to-end journey perform better Revenue Growth 10 to 15% Customer Satisfaction 20% Lower Cost to Serve 15 to 20% Website Website Mobile App Mobile App Contact Center Back Office Back Office Branch Branch Purchase Journey Onboarding Journey Purchase Journey Account Change Journey Onboarding Journey Problem Resolution Journey Account Change Journey Renewal and Repurchase Journey Problem Resolution Journey Renewal and Repurchase Journey 32 Confidential and Proprietary.
33 Delivering next generation customer experiences
34 Taking your customer experience to the next level WEB CALLBACK TEXT FACE TO FACE BACK OFFICE VOICE MOBILE SOCIAL MEDIA WEB CHAT CALLBACK SOCIAL MEDIA TEXT BACK OFFICE MOBILE VOICE FACE TO FACE 34 Confidential and Proprietary.
35 Taking your customer experience to the next level WEB CHAT CALLBACK SOCIAL MEDIA Next Generation CX in the Digital Age TEXT BACK OFFICE MOBILE VOICE FACE TO FACE 35 Confidential and Proprietary.
36 How Genesys enables next generation customer experience A Single, Integrated Platform Broadest and deepest integrated platform available in three editions with one to unlimited scalability and appropriate ease of use Omnichannel Journey Orchestration & Management Design, orchestrate, monitor & continuously tune consistent, seamless, personalized and journey-specific experiences across all touchpoints, channels and interactions Omnichannel Multimodal Self-Service Contextual self-service across simultaneous channels providing either visual assistance to IVR using web pages or voice guidance of web pages across IVR, mobile and web Website Event Monitoring & Proactive Engagement Website event monitoring to trigger proactive customer engagement or contextual webpage flows for self-service or assisted service scenarios Journey Analytics Real-Time Omnichannel SLA Management 360 degree view and analysis of the full customer journey including all interactions, supporting operations and workforce behaviors Manage service levels in real time across channels ensuring CX consistency as well as priority for high value interactions while guaranteeing adherence 36 Confidential and Proprietary.
37 Thank you
5 Steps to Building a Customer Experience Driven Contact Center ebook
5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set
More informationBEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook
BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)
More informationBEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook
BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationA SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com
A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS DOES YOUR PHONE SYSTEM INTEGRATE WITH YOUR BUSINESS? The business of today needs to solve numerous problems to achieve success. Fortunately, when
More informationCall Centre Helper Skype and the Contact Centre
Call Centre Helper Skype and the Contact Centre 20 th March 2014 @ 1.00pm UK time Guillaume Calot, Strategic Business director EMEA, Genesys Great CX Requires Managing All Touch points & Channels Customer
More informationThe Customer Experience Revolution
The Customer Experience Revolution 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8 The following is intended to outline
More informationOMNICHANNEL CUSTOMER SERVICE
OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers
More informationLeapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
More informationUsing a Multichannel Strategy to Deliver an Exceptional Customer Experience
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
More informationCustomer Experience: Essential Requirements for Company Profitability and Competitive Success
Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer
More informationCRM Evolved Allianz Arena München
CRM Evolved Allianz Arena München #CRMEvolved CRM Evolved Applications Engineered for Evolution Don Schuerman CTO and VP, Product Marketing Delivering On Customer Experience Used To Be Easy In-Person Visit
More informationContact Center Trends and Future
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
More informationThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,
More informationThe Rules of Omnichannel Customer Engagement
Jacada Webinars The Rules of Omnichannel Customer Engagement Industry experts define Omnichannel and how to prepare your organization for omnichannel customer engagement Jeremy Cox, Informa/Ovum Principal
More informationSupporting Customer Journeys and Your Business with a Cloud Contact Center. ebook
Supporting Customer Journeys and Your Business with a Cloud Contact Center ebook COMPANIES ARE ACCELERATING MOVEMENT Contact Center Applications Are Going to the Cloud Frost & Sullivan / Sept 2014 Report
More informationSOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes
SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created
More informationSIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.
SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing
More informationUnisys Innovation Plan
Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components
More informationThe Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global
The Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global 1 Contents Autonomous Customer 2015 Global - Introducing the Autonomous Customer & Methodology 3 - Summary Global and Country
More informationHow to Engage and Retain Customers
How to Engage and Retain Customers New Rules for Healthcare Payers Clay Davis Healthcare Program Manager About Jacada Founded in 1990 Leading global provider of customer experience management solutions
More informationJourney to 3rd Platform Digital Customer Experience
Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in
More informationLeverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper
Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience
More informationOmni-Channel Customer Service Demands the Intelligent Contact Center
Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent
More informationHow to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE
How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer
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 informationMAPPING CUSTOMER JOURNEY USING CUSTOMER ENGAGEMENT ANALYTICS. Micha Catran Vice President Recording and Analytics solutions
MAPPING CUSTOMER JOURNEY USING CUSTOMER ENGAGEMENT ANALYTICS Micha Catran Vice President Recording and Analytics solutions A Real-Life Customer Story Dissatisfaction Because my trip would now involve multiple
More informationCustomer Charter. A five star service
Customer Charter A five star service A five star service Our Customer Charter outlines how we plan to provide you with a five star service. Based on what you ve told us, we ve summarised the most important
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 informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationBT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow
BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice
More informationACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS
SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better
More informationAutonomous Customer 2015: On hold for Intelligent Customer Service
Autonomous Customer 2015: On hold for Intelligent Customer Service 1 Getting to grips with Autonomous Customers For the past five years, BT and Avaya s Autonomous Customer research has guided senior decision-makers
More informationLISTEN TO THE VOICE OF CUSTOMER EXPERIENCE
LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,
More information2014 North America Hosted/Cloud Contact Center Buyers Guide
2014 North America Hosted/Cloud Contact Center Buyers Guide Selecting the Right Cloud Solution Provider for Your Contact Center November 2014 Contents Executive Summary... 3 Purpose... 3 Introduction...
More informationNext-Gen Contact Center Technology Trends. Sheila McGee-Smith McGee-Smith Analytics
Next-Gen Contact Center Technology Trends Sheila McGee-Smith McGee-Smith Analytics Channel management: 2014 What channels are managed by the contact centre? n 811 Telephone Email 87.8 95.4 4.3 1.1 1.4
More informationWHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement
WHITE PAPER CRM Evolved Introducing the Era of Intelligent Engagement November 2015 CRM Evolved Introduction Digital Transformation, a key focus of successful organizations, proves itself a business imperative,
More informationA modern Human Resource Management - supported by SAP s cloud and on premise portfolio of solutions. Joachim Förderer, SAP AG
A modern Human Resource Management - supported by SAP s cloud and on premise portfolio of solutions Joachim Förderer, SAP AG Roadmap Notice All product features and delivery dates mentioned represent current
More informationOvercoming basket abandonment through effective implementation of real-time communications services.
Overcoming basket abandonment through effective implementation of real-time communications services. The benefits of real-time customer engagement For the vast majority of online retailers, converting
More informationLEVERAGING BIG DATA TO OPTIMIZE CUSTOMER EXPERIENCE. 16 th November, 2015
LEVERAGING BIG DATA TO OPTIMIZE CUSTOMER EXPERIENCE 16 th November, 2015 NICE VISION Empowering Organizations to Work Smarter by Unleashing the Power of Data ~25,000 Customers >80% Fortune 100 Customers
More informationThe Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
More informationJacada Omnichannel Solutions for Healthcare
Jacada Omnichannel Solutions for Healthcare Clay Davis August 12 th 2015 AGENDA Customer Effort Why it Matters Omnichannel Overview Use Cases & Demonstration Case Study Healthcare CSAT Healthcare lags
More informationDigital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014
Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business
More informationSimplexity: The Essence of the Contact Center
Simplexity: The Essence of the Contact Center Introduction Once upon a not-so-distant time, if customers had concerns about a product or service, they d pick up the phone and call your company. Today,
More informationMobile and the Contact Center: The Game Is
tech line / nov 2012 Mobile and the Contact Center: The Game Is Changing Customers are abandoning landlines and their limitations. It s time to get moving on a cohesive, enterprisewide mobile strategy.
More informationEnhancing productivity, enabling. Success. Sage CRM
Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationStrategies to Improve the Customer Experience 3eBook
Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:
More informationFive key trends are reshaping customer- experience management:
Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption
More informationOPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES
OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationThe Virtual Contact Center
The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT
More informationComprehensive Guide to Marketing Like Starbucks
Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationFive ways Avaya innovation can change your world
Five ways Avaya innovation can change your world From customer service to process automation, Avaya innovations improve the way companies conduct business Peeking behind the curtain In an economy characterized
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationOmni-Channel Marketing for Customer Driven Interaction
Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints
More informationCustomer Care Experience
Customer Care Experience Christian Raahave Product Sales Specialist Michael Ahrensburg Consulting System Engineer They are talking about you! Three Waves of Contact Center Innovation Multiple channels
More informationEnhancing productivity. Enabling success. Sage CRM
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationOmni-Channel Customer Touch Points
Omni-Channel Customer Touch Points CIO Summit United States Steve Daniels SVP November 9 th, 2015 1 Think Tank Description for CIO Summit The majority of people can give a similar definition of Omni-Channel.
More informationBefore we begin The presentation
Before we begin The presentation will be made available after the webinar. Today s presenter is [24]7 s Reagan Miller, VP Chat Agent Services A recording will be available on the [24]7 website There will
More informationEnhancing Productivity. Enabling Success. Sage CRM
Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationImproving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative
Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority
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 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 information5 Tips for Productive Multi-Channel Customer Service
5 Tips for Productive Multi-Channel Customer Service This presentation is part of the CX Super Heroes Webinar Series Thank you for joining us. We will begin promptly at 1:00pm ET / 10:00am PT. To hear
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 informationTechnology Spoken Here...
TECHNICAL GUIDE VISUAL IVR Technology Spoken Here... Supported Formats Web Easily embed Visual IVR in your existing website or web self-service site. With plug-ins for all the major CMS systems plus provided
More informationYour guide to creating a customer experience program that works
Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer
More informationEngaging Insurance Customers
Engaging Insurance Customers Optimizing Interactions Across the Lifecycle Featuring as an example: Pitney Bowes Customer Engagement Solutions Author: Mark Breading, Partner Published Date: July, 2015 This
More informationConnecting Customer Journeys. An Executive Q&A Featuring Emirates Airline Customer Success ebook
Connecting Customer Journeys An Executive Q&A Featuring Emirates Airline Customer Success ebook CONNECTING CUSTOMER JOURNEYS Executive Q&A - Featuring Emirates Airline Karen Bell-Wright is Senior Vice
More information7 Apps to Supercharge Your Customer Service Experience
7 Apps to Supercharge Your Customer Service Experience Introduction Today s connected customers have fundamentally changed the role of the customer service contact center from a necessary evil to a strategic
More informationInternet Marketing Rules!
Internet Marketing Rules! A Playbook of Game Changing Strategies for Marketing Your Business Online by Lane Jones, Content Strategist Internet Marketing Rules! Game Changing Strategies for Marketing Your
More informationDelivering a Customer Experience Strategy
Delivering a Customer Experience Strategy Lori Bocklund Strategic Contact, Inc. www.strategiccontact.com Strategic Contact 9510 SW 151 st Avenue Beaverton, OR 97007 phone 503.579.8560 toll free 866.791.8560
More information4G Customer F.A.Q s. What is 4G? 4G is the fourth generation of mobile phone technology and follows on from 2G and 3G services. What are the benefits?
4G Customer F.A.Q s What is 4G? 4G is the fourth generation of mobile phone technology and follows on from 2G and 3G services. What are the benefits? With 4G from JT, the things you do every day like checking
More informationThe Real Omnichannel Journeys
The Real Omnichannel Journeys 2015 Customer Engagement Index results Nick Mitchell Managing Director of EMEA 30 September 2015 Customer Contact Expo 2015 24/7 CUSTOMER, INC. Today s start, stop customer
More informationThe Omni-Channel Customer Experience. Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting
The Omni-Channel Customer Experience Blair Pleasant - COMMfusion Art Rosenberg - Unified View Don Van Doren - UniComm Consulting Contact Center Trends Sourcing options increasing cloudiness New capabilities
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
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 informationSecure Your Mobile Device Access with Cisco BYOD Solutions
Solution Overview Secure Your Mobile Device Access with Cisco BYOD Solutions BENEFITS The Cisco Meraki solution (cloud managed) and Cisco BYOD Solution (on-premises management) help you secure multiple
More informationCREATING A BRILLIANT DIGITAL FUTURE
CREATING A BRILLIANT DIGITAL FUTURE TELSTRA S DIGITAL EVOLUTION Telstra is evolving into a highly digital organisation. Through a process of automation, virtualisation, integration and mobilisation we
More informationTorquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights
Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015 Torquex Customer Engagement Analytics Torquex Customer Engagement
More informationVisual IVR A Win-Win Solution for the Company and the Customer
Visual IVR A Win-Win Solution for the Company and the Customer Customer Service. Simplified. Visual IVR A Win-Win Solution for the Company and the Customer The current IVR frustration You have invested
More informationDigital marketing strategy
Digital marketing strategy You don t need a digital strategy, you need a business strategy for the digital age Judy Goldberg, Sony Pictures #HRVision14 Branding goes Digital Understand your brand before
More informationBackbase Engage. Superior Digital Experiences. Delivered.
Backbase Engage Superior Digital Experiences. Delivered. Out-of-the-box apps, ready for the omni-channel future. The digital banking solution you ve been waiting for. Industry analyst Ovum named Backbase
More informationThe Building Blocks of a Mobile-Friendly Omni-Channel Customer Experience
WHITE PAPER The Building Blocks of a Mobile-Friendly Omni-Channel Customer Experience Mobile Drives Omni-Channel Strategies The shift in who controls the customer-company relationship has not just begun,
More informationSmarter Service: The Contact Center of the Future
Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationWhy Google? Scale 144,000,000 searches in the UK per hour. Dominant Over 90% of UK Search market. Customers Most shopping journey starts with search
Welcome to Google Masterclass 16 March, 2016 Why Google? Scale 144,000,000 searches in the UK per hour Dominant Over 90% of UK Search market Customers Most shopping journey starts with search Agenda Creative
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 informationGlobal Benchmarking Insights
Bridging the gap People build success Global Benchmarking Insights National Best Practice Seminar 16 th October Aintree Race Course accelerate your ambition 1 Professional Planning Forum 2014 Before we
More informationPREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION
PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t
More information6 Elements of an Omnichannel Management Strategy
6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s
More informationCisco Omnichannel Contact Center. The Digital Shift of Customer Service
Cisco Omnichannel Contact Center The Digital Shift of Customer Service Cisco Omnichannel Contact Center Ahmed Zaghmouri Strategic Product Sales Specialist Customer Collaboration Customer Service has Gone
More informationProactively Increasing Your Online Sales
Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than
More informationMiContact Center Outbound
MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and
More information