z Keep ahead of your competition Building a non-stop Customer Experience #CCMA @Genesys
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.
Todays Agenda 9.00 9.15 Leading Customer Experience Neil Titcomb 9.15 0 9.45 Work Force Optimization Strategies in an Omni Channel environment Krzys Leskow 9.45 10.15 Work Force Optimization Best Practices Kim Robertson 10.15 10.45 Demonstration Krzys Leskow 10.45 11.00 Questions and Answers with the Panel All 3 Confidential and Proprietary.
The customer lifecycle Choose Exit Join The Customer Lifecycle Grow Manage 4 Confidential and Proprietary.
The customer lifecycle CHOOSE JOIN MANAGE GROW EXIT 5 Confidential and Proprietary.
The customer lifecycle CHOOSE JOIN MANAGE GROW EXIT 6 Confidential and Proprietary.
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.
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
Maria s mobile upgrade story
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.
Maria s story Maria wants to upgrade to a new smartphone for when she gets to college 11 Confidential and Proprietary.
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.
Social Media 13 Confidential and Proprietary.
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.
Social Media MariaGarcia1995 Maria Garcia July 7 12:57 PM Hey @Gdemitel are there any offers available on upgrades? @MariaGarcia1995 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.
Web 16 Confidential and Proprietary.
Web Maria clicks on the link in the G-DemoTel tweet and browses the website 17 Confidential and Proprietary.
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.
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.
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.
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.
Email 22 Confidential and Proprietary.
Email From: monique@gdemotel.com To: maria@mariagarcia.com 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 email 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.
Multimodal 24 Confidential and Proprietary.
Multimodal 1800222333 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.
Multimodal Kirsten Maria Garcia - Workspace Phone upgrade deal High Value 26 Confidential and Proprietary.
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.
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.
Multimodal Hello Maria, This text message is from G- DemoTel, click on this link to make your upgrade payment: https://d.pslot.io/p/_dft8nc hsqgpl88vmbtlw?t=sp3rsaq You will then be sent an authentication code Your G-DemoTel authentication code is: 134897 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.
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.
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 email A multimodal approach Use context to centrally manage all interactions through a single platform 31 Confidential and Proprietary.
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.
Delivering next generation customer experiences
Taking your customer experience to the next level WEB CALLBACK EMAIL TEXT FACE TO FACE BACK OFFICE VOICE MOBILE SOCIAL MEDIA WEB CHAT CALLBACK EMAIL SOCIAL MEDIA TEXT BACK OFFICE MOBILE VOICE FACE TO FACE 34 Confidential and Proprietary.
Taking your customer experience to the next level WEB CHAT CALLBACK EMAIL SOCIAL MEDIA Next Generation CX in the Digital Age TEXT BACK OFFICE MOBILE VOICE FACE TO FACE 35 Confidential and Proprietary.
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.
Thank you neil.titcomb@genesys.com