z Keep ahead of your competition Building a non-stop Customer Experience

Size: px
Start display at page:

Download "z Keep ahead of your competition Building a non-stop Customer Experience #CCMA @Genesys"

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 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 information

BEST 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 ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST 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 information

Elevate Customer Experience and Engagement in the New Digital World

Elevate 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 information

A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com

A 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 information

Call Centre Helper Skype and the Contact Centre

Call 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 information

The Customer Experience Revolution

The 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 information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL 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 information

Leapfrog customer experience management with omni-channel communications

Leapfrog 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 information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using 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 information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer 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 information

CRM Evolved Allianz Arena München

CRM 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 information

Contact Center Trends and Future

Contact 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 information

The 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 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 information

The Rules of Omnichannel Customer Engagement

The 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 information

Supporting Customer Journeys and Your Business with a Cloud Contact Center. ebook

Supporting 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 information

SOLUTION 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 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 information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX 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 information

Unisys Innovation Plan

Unisys 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 information

The Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global

The 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 information

How to Engage and Retain Customers

How 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 information

Journey to 3rd Platform Digital Customer Experience

Journey 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 information

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

Leverage 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 information

Omni-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 Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent

More information

How 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 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 information

Delivering a Superior Customer Experience

Delivering 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 information

MAPPING 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 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 information

Customer Charter. A five star service

Customer 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 information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 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 information

NEC Contact Centres (Genesys)

NEC 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 information

BT 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 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 information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE 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 information

Autonomous Customer 2015: On hold for Intelligent Customer Service

Autonomous 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 information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN 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 information

2014 North America Hosted/Cloud Contact Center Buyers Guide

2014 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 information

Next-Gen Contact Center Technology Trends. Sheila McGee-Smith McGee-Smith Analytics

Next-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 information

WHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement

WHITE 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 information

A 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 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 information

Overcoming basket abandonment through effective implementation of real-time communications services.

Overcoming 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 information

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

LEVERAGING 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 information

The Customer Experience:

The 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 information

Jacada Omnichannel Solutions for Healthcare

Jacada 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 information

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014

Digital 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 information

Simplexity: The Essence of the Contact Center

Simplexity: 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 information

Mobile and the Contact Center: The Game Is

Mobile 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 information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing 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 information

Small Businesses Need Contact Centers to Deliver Great Service

Small 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 information

Strategies to Improve the Customer Experience 3eBook

Strategies 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 information

Five key trends are reshaping customer- experience management:

Five 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 information

OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES

OPTIMISING 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 information

The Virtual Contact Center

The 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 information

Comprehensive Guide to Marketing Like Starbucks

Comprehensive 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 information

Creating 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. 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 information

Five ways Avaya innovation can change your world

Five 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 information

Chat Enhancements Optimize Customers Web Experience

Chat 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 information

Omni-Channel Marketing for Customer Driven Interaction

Omni-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 information

Customer Care Experience

Customer 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 information

Enhancing productivity. Enabling success. Sage CRM

Enhancing 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 information

Omni-Channel Customer Touch Points

Omni-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 information

Before we begin The presentation

Before 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 information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing 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 information

Improving 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 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 information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A 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 [ 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 information

5 Tips for Productive Multi-Channel Customer Service

5 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 information

CX Trends Forecast: A Summary of the Top 10 Disrupters

CX 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 information

Technology Spoken Here...

Technology 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 information

Your guide to creating a customer experience program that works

Your 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 information

Engaging Insurance Customers

Engaging 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 information

Connecting 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 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 information

7 Apps to Supercharge Your Customer Service Experience

7 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 information

Internet Marketing Rules!

Internet 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 information

Delivering a Customer Experience Strategy

Delivering 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 information

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?

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? 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 information

The Real Omnichannel Journeys

The 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 information

The 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 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 information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer 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 information

CRM. 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 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 information

Secure Your Mobile Device Access with Cisco BYOD Solutions

Secure 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 information

CREATING A BRILLIANT DIGITAL FUTURE

CREATING 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 information

Torquex 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 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 information

Visual IVR A Win-Win Solution for the Company and the Customer

Visual 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 information

Digital marketing strategy

Digital 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 information

Backbase Engage. Superior Digital Experiences. Delivered.

Backbase 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 information

The Building Blocks of a Mobile-Friendly Omni-Channel Customer Experience

The 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 information

Smarter Service: The Contact Center of the Future

Smarter 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 information

Three Benefits You Gain by Managing the Customer Journey

Three 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 information

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

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 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 information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT 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 information

Global Benchmarking Insights

Global 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 information

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION

PREDICTIVE 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 information

6 Elements of an Omnichannel Management Strategy

6 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 information

Cisco Omnichannel Contact Center. The Digital Shift of Customer Service

Cisco 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 information

Proactively Increasing Your Online Sales

Proactively 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 information

MiContact Center Outbound

MiContact 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