How Will Customer Experience Shape Up In 2017

HowWillCustomerExperienceShapeUpIn2017? Pete r Vasey , LogMe In & S teve NuHa l l , F iJh Quadran t

Presented by,

Peter Vasey Senior Marke0ng Manager, APAC LogMeIn

Steve Nu:all Director of CX Research FiCh Quadrant

© 2016, LogMeIn, Inc. & FiCh Quadrant 3

Contents of this Presenta.on

1. Looking back. A snapshot of how CX sized up over the past year - mobile, digital and the omni-channel experience

2. Looking to 2017. How will CX shape up next year and beyond?

Lookingbackat2016

DoyoubelieveyourcustomerexperiencetechnologylimitsyourabilitytodeliveranopQmalexperienceforyourcustomers?1.  Yes2.  No3.  Uncertain

For Your Considera.on

Yes51%

No43%

Notsure6% Half the respondents

believe their technology makes it difficult to deliver excellent customer service.

Do you believe your customer service technology limits your ability to deliver quality customer service?

28%

25%

23%

20%

20%

Expandingchannelchoicesforcustomers

Improvinginternalprocesses

ImprovingresponseQmes

ReducingoperaQngcosts

TrainingservicerepresentaQves

What are the top priori.es for your support organisa.on over the next two years?

1-2aHempts 3-4aHempts 5-6aHempts 6+aHempts

CustomersbelieveittakesanumberofaHemptsbeforetheyfindaresoluQon.EsQmatedaverageaHempts=6

Contactcentremanagersbelievecustomerscanresolvetheirissueswithfewerthan4aHempts.EsQmatedaverageaHempts=3

12%

54%

26%

37%

22%

6%

40%

3%

Average number of aPempts to find a solu.on to a problem

50% 37% 34%Automatedtelephonysystemisannoying

DifficulttoreachahumanrepresentaQve

WaitQmestointeractwithaliveagent

What are the top issues that you experience with customer service?

What customers are saying…

45% 19% 13%Technicalissues WaitQmetoInteract

witharepresentaQveUnabletoaccessliveservicerepresentaQve

What are the most common complaints about your customer service?

What businesses are saying…

DoyourcustomershaveaccesstoimmediateonlinehelpwheninteracQngwithyourorganisaQonthroughyourdigitalchannels?1.  Yes2.  No3.  Don’tknow

For Your Considera.on

Needsupport?

83%

46%

34%

62%vs. vs.

Consumers use mobile apps

for support ques6ons

Of businesses offer mobile

apps

Consumers use social for

customer support issues

Of businesses offer social

media support

43%

20%vs.

Consumers use live chat on

mobile

Of businesses offer live chat on

mobile WhichofthefollowingsupportchannelsdoyoutypicallyusetoreachabusinesswithcustomersupportquesQons?Whatdidyouusetwoyearsago?

5 Reasons You Need A Mobile Engagement Strategy

1.  Over A Third Of Customer Interac.ons Are Via Mobile Devices

2.  Mobile Experience Directly Impacts Reten.on & Repeat Purchases

3.  Customer Spend And Available Contact Op.ons Are Correlated

4.  Purchases Made From Mobile Devices Are Increasing

5.  Consumers Want To Find Info… Fast!

Lookingto2017.HowwillCXshapeupnextyearand

beyond?

WhichofthefollowingarethetopprioriQesforyourorganisaQontoenhancethecustomerexperienceoverthenext12months?1.  Digitaltechnologiestomanage…2.  CRM3.  Socialmedia4.  Customerfeedback/VOC5.  PersonalisaQon6.  Contactcentre/callcentre7.  MobileopQmisaQon8.  Data&analyQcs

For Your Considera.on

16

Q8. How is your organisa.on colla.ng customer insights to improve the customer experience? Base: All respondents that have or plan to have a CX strategy n=208

Customerinsightscollatedtoimprovethecustomer

experience.

CustomerFeedbackStreams

72%

SocialMediaData37%

WebBrowsing

Data35%

CRMData50%

SocialNetworkProfiles16%

CustomerTransacQonData56%

MobileDeviceUserGenerated

Data20%

DataGeneratedbyConnectedDevices&Sensors15%

Few organisa.ons are mining user generated data from mobile devices to op.mize the customer experience

27,400+exabytes2019

18,100exabytes2018

11,700exabytes2017

7,400exabytes2016

4,500exabytes

Intelligently connec.ng customers and things

Source:Gartner,2016

2017 – Infrastructure Key Challenge

Maintenance

InnovaQon

IntegraQon

Intelligence

Technology infrastructure needs to be seen as a business cri.cal asset that requires ongoing

maintenance.

WhendoyouthinkchatbotswillbedeployedinyourorganisaQon?1.  Alreadydeployed2.  Currentlytrialing3.  Within12months4.  Within2years5.  Morethan2years6.  Never

For Your Considera.on

(Human + Machine)

Predic.ve Analy.cs

Individualisa.on

+

=

TheCustomerHasTakenChargeOrganisa.ons have lost control of the journey and how to influence. 1.  Admit to the problem. 2.  Decide how you’re going to start delivering a

customer experience:

FormeWhereIwantitWhenIwantitThathasmeinvolvedIntheeasiestwayThatteachesmesomethingThatdoessomethinggood

23

Customer experience has a direct impact on the boPom line

Source:WhereContactCentersareMissingtheMark,Ovum,2015

77%Stopdoingbusiness

aJeronebadexperience

© 2016, LogMeIn, Inc. & FiCh Quadrant

67%Repeatbusinessfollowingagoodmobileexperience

Good Bad

Companies will be accelera.ng their CX ini.a.ves in 2017 in an aPempt to reduce churn and increase reten.on

ROI: Genng Payback On Your Customer Experience Investment

Source:ACSI,AmericanCustomerServiceSa@sfac@onIndex,2016

NeedmoreinformaQon?Visitus:

BoldChat.com.auorFiJhQuadrant.com.au

Peter-Peter.Vasey@logmein.comSteve-snuHall@fiJhquadrant.com.au