Click to edit Master title stylecrmxchange.com/uploadedFiles/Webcasts_Events/images... · Businesses are Aggressive 84% 13% 3% Does your organization have a digital transformation

© 2017 ZK RESEARCH, A DIVISION OF KERRAVALA CONSULTING

Founded by 30+ year veteran industry analyst

Zeus Kerravala.

Exclusive focus on network and communications

technology.

Background on Kerravala:

• 10+ years as a Yankee Group Analyst

• 15+ years in corporate IT and consulting

• Holds many technical certifications

• Regular contributor to Network World, NoJitter,

TechTarget, Dark Reading, CSO online and

other publications

About ZK Research

About Darryl Addington

• 22 years of experience in the contact center

industry in a variety of roles including

• product marketing

• product management

• solution management

• solution consulting

• Gets out of bed to optimize customer experience,

sales, and service

• Specializes in use of context within service and

sales environments

• Loves integrated environments that empower

employees to focus on the customer


Businesses Need to Move with Speed

Digital transformation is changing

every industry.


Digitization Is Already Happening

Everything

Transportation

Point of sale

Hotels

Radio

Advertising

Communities

Language

Retail


Digital = Disrupt or Be Disrupted

In the next 10 years

• 75% of the S&P 500 will turnover.

• Expected time to disruption is 4 years.

• 52% of Fortune 500 firms from 2000 are gone.

• Digital leaders control 78% of the profits in

their markets. Oil and Gas (2.5)

Hospitality (4.3)

Financial Svc (3.9)

Retail (3.1)

Healthcare (2.8)

How many

companies will

lose their place in

the top 10 due to

digital disruption?

Source: IMD

Does your organization have a digital

transformation initiative underway?


Businesses are Aggressive

84%

13%

3%

Does your organization have a digital transformation initiative underway?

Yes

No

Unsure

...but uncertainty remains.

• 51% of CxOs do not know

what their industry will look

like in 2020.

• 48% fear their company

could be obsolete within

5 years.

• 71% of businesses have

seen new competitors

emerge in past 5 years.


Digital Initiatives

New Business Models

Digital Transformation


Transform Customer Experience

• Customer experience will overtake price and product as key

brand differentiator.

• 67% of millennials have changed brand loyalties in past 12 months

because of bad experience.

• 90% of companies compete on experience up from 28% five years ago.

• Digital success is dependent on transforming the customer experience!


Five Steps to Nail Digital Transformation

1. Prioritize customer service

2. Shift to the cloud

3. Map the customer journey

4. Evolve to an omni-channel strategy

5. Train, train and train


Prioritize Customer Experience

• Excellent customer experience needs to be part of the

company culture.

• Expand the definition of customer experience – it’s not

just polite contact center agents.

• Create experiences that “wow.”

• Transactions need to be accurate and fast – 65% of

customers expect resolution in under 15 minutes.


• Innovation happens faster today than in years past.

• Businesses need the agility to change

strategies quickly.

• Legacy on premises infrastructure is neither agile

nor dynamic and holds companies back.

• The cloud should be considered the foundation for

digital transformation.

Shift to the Cloud


Cloud Services Skyrocket

• Cloud will grow at 18%

CAGR from ’13-’20.

• The rest of IT ~ 3%.

• 80% of Global 2000

has at least 20% of IT

running in the

cloud today.

• Public cloud services

will outpace on prem

IT by 2020.


• Helps understand the current state of customer

experience and how to create an ideal future state.

• Critical in becoming a customer centric organization.

• Investments can be prioritized based on the results

of customer mapping.

• Leads to new insights.

Map the Customer Journey


• Multi-channel is table stakes, omni-channel

differentiates.

• Customers use 3 or more channels to

communicate with businesses.

• Voice remains a critical service although most

interactions start with non-voice channels.

• Omni-channel makes agents “smarter” and

more productive.

Evolve to Omni-Channel


• Great customer experience may not come naturally.

• A number of new communication channels exist – chat, SMS, web, e-mail, etc.

• Excellence with voice is no longer enough.

• Train and measure effectiveness.

• Great customer experience can be taught.

Train Employees


• Communication continues to expand

• Virtual reality

• Machine learning

• Internet of things

• Artificial intelligence

• Augmented reality

• Contextual communications

Looking into the Future


Predictive Interaction Example

Connected fridge

needs filter

Message sent to customer

confirming need

Warehouse notified

and ships package

Delivered to

home

Augmented

reality step by

step directions

• Integrations are ready to turn on

– CRM

– WFO

• Multitenant

– A range of benefits from this cloud

architecture

Shift to the Cloud

Cloud makes it easier to digitally transform. How?

Integrations–ready to turn on

Less training

End to end

customer journey

Less risk

Less upfront

money

Multitenant–Its Impact on Your Business

• Already turned on for other customers

– Replace your existing solution in a short time

frame with a proven solution.

• Configuration not implementation

– Meet your contact center operation needs

with no custom code that introduces risk

and fragility.

• Prebuilt integration

– We handle the upgrades.

– No long term investment required.

• New features become available to all customers

using our service.

Depend on Five9

Two papers to help

you evaluate cloud

contact center

providers.

A Guide to Customer Journey Mapping

Customer journey mapping helps define

areas to digitally transform.

The Relationship Between Customer Journey and

Omnichannel in Your Business

We

b

Sto

re

Cha

tCustomer Journey for Purchases



Ph

on

e

We

b

Cha

t

SM

S

Customer Onboarding



Ph

on

e

We

b

Cha

t

SM

S

Vid

eo

So

cia

l

Problem Resolution

Happy Customer

Empowered Agents can Focus on the Customer

Single Workflow for Salesforce

Any Channel,Any Object

Omnichannel engagement across all channels, all Salesforce objects

Rules Engine

Customizable logic for business specific flows (ex: special expedite)

Journey Analytics

Intelligent, proactive insight and triggers based on customer journey, including Salesforce context

• Customizable

• Intelligent

• End to end

• Engagement

workflow

Lightning Experience

Superior productivity & experience in agent desktop optimized for Lightning

Einstein & Real-time Recommendation

Derived context, actions, and recommendations from Einstein & Five9 NLP

Powered by

• Salesforce Lightning

• Einstein

• Five9 VCC

Empowering the Omnichannel Agent

Strategically Co-developed End to End

Customer Journey Solutions

Katherine Monique Bruce Hiro

Customer Agent Expert Supervisor


Summary

• The digital era has arrived – CxOs

must be ready.

• Digital transformation will reshape all

companies in all verticals.

• Success in this new era starts with

customer experience.

• Succeed now with a cloud based

omni-channel experience.

• Educate yourself on future

technologies.

Questions?

Zeus Kerravala

Principal Analyst, ZK Research

[email protected]

Twitter: @zkerravala

Darryl Addington

Director of Product Marketing, Five9

[email protected]

Twitter: @five9

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