MAPPING CUSTOMER JOURNEY USING CUSTOMER ENGAGEMENT ANALYTICS. Micha Catran Vice President Recording and Analytics solutions

Transcription

1 MAPPING CUSTOMER JOURNEY USING CUSTOMER ENGAGEMENT ANALYTICS Micha Catran Vice President Recording and Analytics solutions

2 A Real-Life Customer Story Dissatisfaction Because my trip would now involve multiple destinations I could no longer make the necessary changes online I ed instructed to call Customer Service I tried again Please type in your itinerary number I posted on Facebook (again) I posted on Facebook After 2 hours: Customer service, may I help you?... After being on Hold for 40 minutes, I gave up 2

3 Do you know what happens at every step of your customer journey? Can you sequence customer interactions, transactions and events across a timeline?? To what degree are your agents aware of their customer s journey?? How timely is your data?? 3

4 Challenge: Data Resides in Many Different Places ACD call center switch records Chat logs Branch / Retail Store Transactions Billing transactions Web transactions Case Management Information IVR Logs 4 Customer profile information Agent profile information Call Recordings

5 Challenge 2: Growing Number of Channels channels to interact with service providers NICE Global Consumer Survey, 2012

6 Challenge 3: Interactions are Unstructured unstructured data needs to be brought into their information management platforms. Otherwise, they're not getting the complete view of the different data points that they should be looking at to make decisions. Anjul Bhambhri, IBM VP of Big data 6

7 Challenge 4: Operationalizing Insights Big data really is about having insights & making an impact on your business. If you aren t taking advantage of the data you re collecting, then you just have a pile of data, you don t have big data. Jay Parikh, Facebook VP of infrastructure engineering 7

8 NICE Customer Engagement Analytics uncovers the cross-channel customer journey, leveraging Big Data to capture and analyze What was said What was Written What was Done

9 Key Capabili+es CUSTOMER JOURNEY INTERACTION ANALYTICS OPERATIONALIZING

10 Key Capabilities CUSTOMER JOURNEY INTERACTION ANALYTICS CLOSING THE LOOP 10

11 Cross-Channel Customer Journey No Previous Interaction 59.9% 2.8% Other IVR Self Service Social Media Retail Store Web 9.9% 5.4% 8.2% 17.8% 9,152 32,004 17,525 26,612 57, ,534 One & Done Other Churn Retail Store Voice 37.5% 9.7% 31, % 9, % 18, % 38, % 105,279 11

12 12 Individual Customer s Journey

13 Predictive Analytics I want to activate my new iphone I want to setup an account on my iphone Do you need help setting up on your iphone? 72 Hours later Predictive Analytics 30% Call Back

14 Key Capabilities CUSTOMER JOURNEY INTERACTION ANALYTICS CLOSING THE LOOP 14

15 Find Why Customers Are Calling See what customers are calling about Apps Download Online Billing Late Fee Charges Apps Download Spot trends Online Billing +3% -1% See what they are saying cloud britney tablet facebook niso service youtube web wireless samsung torrent iphone posted amazon ipad network android freeware jus+n britney cloud Google app 15

16 Combining Transactions and Interactions Transaction Analytics Age range over 35 Upgraded to Android set Purchased at a retail store 70% also changed plan 40% received a credit Average five calls since upgrade Interaction Analytics I was promised no activation fee at the retail store The person in the store didn t know how to transfer my contacts How do I add an additional account? 16

17 Key Capabilities CUSTOMER JOURNEY INTERACTION ANALYTICS Operationalizing 17

18 Operationalizing Targeted Coaching Real-Time Agent Guidance Proactive Customer Engagement 18

19 Customer Engagement Analy+cs Text Analy4cs ACD/IVR Data Billing / Transac4on CRM & Agent Notes Chat Survey Contact reasoning True customer iden4fier Repeat contact sequencing Measurement down to the individual level Analyst Workspace Root cause and sequencing reports Supervisor Dashboard Execu4ve Dashboard

20 High Level Blueprint Daily or hourly data import Data refresh in every import

21 21 Call Volume Reduction Analysis

22 Key Benefits Increase Operational Efficiency Improve Customer Experience Grow Revenues Compliance 22

23 SOLUTIONS AT WORK: SPRINT 23

24 24

25 Zero ability to sequence contacts Transaction Analytics sequences and reasons Zero individual performance data Segmentation and Behavior-based Coaching Inefficient agent scheduling Performance and Skill-based Scheduling 25 Inaccurate measures around repeat calls Systematic ability to accurately measure repeat call reasons and their call reasons

26 Sprint was the most improved in service across 47 industries according to ACSIc

27 Why NICE? Speech analytics market share leader State-of-the-art Big Data technology stack Over 25 years of customer service experience 27

28 THANK YOU