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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
[email protected]@fiJhquadrant.com.au