Customer Experience White PaperAdd something new

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‘’Make the customer the hero of your story.’’

Ann Handley

1. Executive summaryTo achieve a well-integrated

customer service.

2. Advanced ApplicationsWhen individual powerhouses work

together.

3. Customer RelevanceFrom sideline to priority.

4. New Customer InsightsTo know is to analyze.

5. Personalized Customer

JourneyTo exceed expectations.

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Customers are finally becoming an essential part of

business strategy. To maintain a solid competitive

position, you must have well-integrated customer

service. Google and Atos are combining their power

to improve customer service experiences.

This white paper discusses various topics related to

customer experience, such as advanced

applications, customer relevance, new customer

insights and creating a personalized customer

experience.

Executive summary

‘’If you are not taking care of your

customers, your competition will.’’

Bob Hooey

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A look at the numbers

Recent research has shown that 84% of customers

consider customer support to be an important part of

their purchasing decision. It even ranks third of the

top five most important considerations when buying

a product. Consumers are increasingly looking for

fully personalized customer service. This includes

proactive involvement and keeping them

well-informed of every step in the process.

In order to be able to provide this fully personalized

service, businesses need to be adaptive and smart.

The use of Artificial Intelligence can help enhance

customer experience. Millennials and Generation Z,

in particular, are optimistic about the possibilities of

Artificial Intelligence in customer service. However,

70% of customers surveyed indicate that their

preference is still for an actual human support

employee.

Innovative customer service

For the time being, a combination of technology and

human support seems to be practical. However,

future generations are increasingly getting engaged

in the digital world, which means introducing a

different approach to customer service. When

companies collaborate, innovative customer service

ideas can be mapped out and explored.

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Advanced Applications

Combining the innovative culture of Google with the advanced technology of Atos could result in

new and exciting initiatives. Here are some examples of what they have already achieved,

individually, and how they collaborate to achieve even greater things.

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1. Store of the Future

In 2016, Atos collaborated with

"Pegasystems" to create a Store of

the Future concept. Using input

from customers and prospects,

they showed what the combined

power of Pega and Atos could

achieve.

Atos emphasizes the importance of

customer engagement and

high-quality service to provide a

flawless customer journey. They

lead innovation on payments,

customer analytics, and the

internet-of-things. With this wide

perspective on customer

experience, they can provide

excellent knowledge and

experience in their collaboration

with Google.

2. Voice Assistant

Last year, Google took a new step

in automated customer service and

introduced Google Duplex. Google

Duplex is an Artificial Intelligence

assistant that uses deep learning

and speech-to-text features.

Using these techniques, it can

book appointments or make

reservations autonomously. This

makes it very convenient for

people who have little time or

would like to invest their time in

something else. Google Duplex is

the first step towards a fully

automated voice assistant that can

be used for practically everything.

3. Advanced Chatbots

Recently, T-Mobile announced its

collaboration with Google and Atos

to develop a chatbot based on the

principles of Artificial Intelligence. It

will be able to communicate in

multiple languages via different

channels.

The goal is a modern, more

personalized, and intuitive

customer experience. With the

implemented user-intent

recognition, the chatbot will be able

to accurately understand what the

customer wants and provide

relevant recommendations and

support.

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Customer Relevance

In addition to advanced technologies, customer

relevance is increasingly important. Many

businesses claim to regard their customers as the

most important part of their company. However,

when looking at their strategy, it is often evident that

this is not the case. By identifying who your

customers are, more money can be generated. Here

is how Google and Atos put their customers at the

top of their lists:

Google.

Google knows the importance of customer-

centricity. Understanding data from various sources,

in combination with effective branding, improves the

personalized experience, which helps meet your

customers’ expectations. Combining an appropriate

culture of innovation with a customer-centered

approach allows businesses to increase sales and

reach business goals more effectively.

Atos.

Advance 2021, Atos's new three-year plan, focuses

on strengthening its customer-centricity through a

reinforced, vertical go-to-market approach. Products

are better aligned with customers’ wishes. With the

available technology and various data sources, they

can obtain a solid image of who their customers are

and how to efficiently help them prepare for the next

digital wave.

When businesses put their customers at the center

of their company, a truly customer-centered culture

can be created and sustained. These businesses

will keep existing customers by exceeding

expectations and reach new customers when it

matters.

‘’Our attitude towards others determines their

attitude towards us.’’Earl Nightingale

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New Customer Insights

1.

2.

3.

With the use of Artificial Intelligence,

customer data is analyzed more easily than

ever before. By analyzing this data using the

principles of machine learning and deep

learning, new customer insights can be used

for marketing strategies.

Personalized Customer Journey

Speaking of personal, the true future of the

customer experience contains a proactive personal

approach. Using customer insights to know exactly

who your customers are and what they want, you

can and should engage with them proactively.

(Social) Advertising

With the increased use of mobile devices to access

content, it is more important to have a complex

online platform. This way, every possible customer

can be targeted in your advertisements. If you want

to get a step ahead of the competition, this should

be a personalized experience. To do this, customer

empathy is important. It means something like "truly

knowing your customer on multiple levels."

Businesses can use this form of empathy to improve

their customer-centered service.

Combining the advanced technologies of Atos with

new customer insights derived from the data of

Google, new steps can be taken for every business’

personalized customer journey. Emphasizing the

relevance of your customers will increase your

chances of exceeding your customers’ expectations.

‘’Courteous treatment will make a customer a

walking advertisement.’’J.C. Penney

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