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© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 2
Speakers
Dr. Natalie Petouhoff Business Strategist,
Consultant and SoKware Analyst
@drnatalie
Keith Pearce VP, Corporate Marke?ng
Genesys @pistolprce
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 3
$5.9 Trillion
of global revenue to play for from customer switching because of poor service
Asia – China & India
North America
Western Europe
Rest of Asia-‐Pacific
Central & South America Eastern Europe, Middle East & South Africa
1.7
1.4
1.0
0.8
0.5
0.5
Our 2014 Economic Impera/ve: Switching Economy
The 2013 Global Consumer Pulse Research published by Accenture entitled Digital Customer: It's time to play to win and stop playing to lose
Customers who switched companies due to poor service in at least one industry last year
66%
Feel their service provider could have done something to prevent them from switching
82%
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 4
FAIL
Voice Self-‐Service
Are We Crea/ng Or Solving The Problem?
Web Self-‐Service
Contact Center
FAIL
10% Leakage of loyalty when web self-‐service fails
58%
34%
Callers who first used web in current transac?on
Callers on web while talking to a rep Source: CEB
Social
FAIL
Mobile App
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 5
Branch Contact Center Mobile App Website Back Office
Purchase Journey
Onboarding Journey Account Change Journey
Renewal and Repurchase Journey Problem Resolu?on Journey
Today’s CX Leaders Manage Journeys
Companies focused on the end-‐to-‐end journey perform be^er
Customer Sa/sfac/on
20%
Revenue Growth 10 to 15%
Lower Cost to Serve 15 to 20%
Source: McKinsey
Purchase Journey
Onboarding Journey Account Change Journey
Renewal and Repurchase Journey Problem Resolu?on Journey
Branch Contact Center Mobile App Website Back Office
Research: Clear links between great customer experiences & better business results:
• Improved profits • Increased revenue • Greater loyalty and positive word of mouth
So why aren't companies of all sizes benefiting from it?
Companies main focus: Get each individual touch-point right
• The economic imperative of focusing on the customer journey • Why companies don't get the customer journey right • How to provide great customer experiences across the journey • Why focusing on the end-to-end customer journey can unlock the full
business value of great customer experiences
Customers Are Choosing Many Channels
77% of customers use more
than one channel
Website Mobile App
Contact Center Marke?ng Branch/
Store Direct To Rep
But Customers Are Not Happy
<50% sa?sfied when moving across channels
77% of customers use more than one channel
Social Media Ma^ers: It’s Not Just for “Young People”
47% of social media users engage in social media customer care
<50% sa?sfied when moving across channels
77% of customers use more than one channel
• 77% - Ages 50-60 are online • 54% - Ages 65 and above are using the Internet
Social Media Ma^ers:
47% of social media users engage in social media customer care
<50% sa?sfied when moving across channels
77% of customers use more than one channel
1-‐9-‐90 RULE
AMAZON WANTS TO HELP CUSTOMERS GET THE INFO THEY NEED…
So Amazon becomes to go-‐to place to get the best customer-‐to-‐customer info
Q & A Customer Service • Everything a brand or
company needs to know about their products and services
• Always has been true • Now its on public display
But how many companies see the
customer experience as a direct revenue
driver?
2008 2014
IF WE LOOK BACK AT 2008 TO NOW… THERE HAS BEEN TOUCH-‐POINT & CHANNEL EXPLOSION
Website Mobile App
Contact Center
Marke?ng Branch/ Store
Direct To Rep
2008 2014
THE OPPORTUNITY IS TO TRANSFORM THOSE TOUCH-‐POINTS
& CUSTOMER EXPERIENCES
Customer Experience
Transforma/on Opportunity Customer
Experience
WHEN COMPANIES FOCUS ON BETTER CUSTOMER JOURNEYS, BUSINESS IMPROVES
Source: McKinsey
Revenue Growth 10 to 15%
Lower Cost to Serve 15 to 20%
Engage Employees 20 to 30%
Customer Sa/sfac/on 20%
Companies
Customers
Companies
The GAP: The Customer Experience Chasm • Customers Adopt quickly • Companies aren’t keeping up with expectations
Companies
Customers
Companies
Customers
Companies
Will your company fall into the chasm? Or will close the gap by
transforming the customer experience?
Chasm
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 30
Contact Center Contact Center
Transforma/on of the Contact Center
Modernize Innovate Transform
• Personalized 1-‐to-‐1 Experience • Touchpoint and Channel Op?ons • Ongoing Proac?ve Communica?ons • Capable and Informed Agents • Effec?ve Self-‐Service Op?ons • Low Effort
Customer Expecta/ons • Improved Sales • Employee Sa?sfac?on • SLA Adherence • Self-‐Service Containment • Minimal Churn • Lowest Operating Cost
Company Expecta/ons Company Benefits
Modernize Innovate Transform
Contact Center
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 31
Three Edi/ons to Meet Your Needs Today and Tomorrow
Cloud Hybrid On-‐Premise
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 32
So Who Manages Journeys?
© 2013, Genesys Telecommunica?ons Laboratories, Inc. All rights reserved. 33
Ask or Tweet The Experts!
Dr. Natalie Petouhoff Business Strategist,
Consultant and SoKware Analyst
@drnatalie
Keith Pearce VP, Corporate Marke?ng
Genesys @pistolprce
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