CX Architecture Using Agent Insights to Design a ......CX Architecture –Using Agent Insights to Design a Remarkable Experience ... gain market share. VISION To make a remarkable

CX Architecture – Using Agent

Insights to Design a Remarkable

Experience

Etech Global Services – Booth #207Workshop 8:15 – 10:15 | Wednesday January 29th 2020|

Jim Iyoob, Chief Customer Officer, Etech Global Services

Shawndra Tobias, Asst Vice President, Customer Experience, Etech Global Services

Matt Cecil, Senior Manager, Digital Strategy, Verizon

Jim IyoobChief Customer Officer

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

www.etechgs.com | confidential 2

Agenda

2.

3.

5.

4.

▪ What Is Customer Experience1.

▪ The Only Differentiator – Customer Experience

- Customer Experience Vs. Customer Service

- Developing Your Employees to Deliver an Effortless Customer Experience

▪ Human Intelligence Meets Artificial Intelligence

-Recognizing the Power & Value of Customer Experience Through Human Intelligence

▪ Case Study

▪ Fun & Prizes – Q&A

MISSION

Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

VISION

To make a remarkable difference for each other, our customers, and within our communities.

Nacogdoches, Texas Dallas, Texas Lufkin, Texas Palm Beach, FloridaRusk, Texas

Montego Bay, Jamaica Gandhinagar, India Vadodara, India

Integrity

Valuing people

Team Work

Accountability

Adaptability

Vision

Humility

Communication

Creativity Positive Influence

TeachabilityCourage

24/7/365 · Multilingual

Etech’s Servant Leadership Commitment



Over 100 Million Customer Interactions

2003 Grew From

400To

More Than 3000Employees

3 Countries 8 Sites

3000 Seats

1 Etech

NO

MERGERS

NO

ACQUISITIONSTrusted Advisor

to Numerous

Fortune 50

Companies

Etech’s Business At A Glance

Inbound, Outbound, Chat, Sales, Service & Tech Support

Software/Application Development Custom Reporting, WFM

Actionable Insights for Total Quality Management to Enhance Operational

Efficiency & Customer Experiences

Customer Engagement

Solutions Etech InsightsEtech Technology

Solutions

OUR AWARDS


Top Takeaways


The Need For Human Intelligence and Artificial Intelligence In Customer Experience

Techniques Applied To Improve Customer Experience Through Human Intelligence and Artificial Intelligence

Deliver 360 Degree Customer Experience With Artificial Intelligence And Human Intelligence

Evolution Of Trends


19701980 1990 2000 2008

20162020

Spray & PraySegmentation

PersonalizationCustomization Individualization

Internet Of Things

ArtificialIntelligence

What is Customer Experience?


“In the old days, someone might have a bad customer experience and tell 10 people. But now, with the rise of blogs,

MySpace and Facebook, that person might be able to tell 10,000 people. This totally changes the dynamic, and

importance, of Customer Experience.”

-Bruce Temkin

BECAUSE

Why CX? Why Now?

A changing workforce makes it harder to

retain talent

Hyperadoption reduces Customer

Loyalty

Digital disruption lowers barriers

to entry

Netflix has 65 million subscribers, about 3

times more than comcast

San Francisco has seen a 65% drop in average

trips per taxi following Uber’s entry to the market

With over 3.5 million workers, Millennials surpassed Gen

X as the largest generation in the workforce


Source: Forrester

The Only Differentiator - Customer Experience

Product Centric Price Centric Customer Experience

1920s 1990s Now


Why Customer Experience Is Important

86% of buyers will pay

more for a better

customer experience

70% of

buying

experience are

based on how

customers feel

they’re treated

70%

Of Customers will do

business again with the

company that resolves

their complaints

equals

2% 10%

Increase in

Customer

Retention

Decrease

in

Cost

By 2020, Customer Experience will overtake price

and product as the key brand differentiator

Source: Modern Marketing Blog


Most Companies Have a Long Way To Go


Firms Lack discipline in the six competencies to execute great CX consistently

CUSTOMER UNDERSTANDING

MEASUREMENTDESIGN

PRIORITIZATION CULTUREDELIVERY

Only 12% believes their customer

facing employees can summarize the full arc of the experience

Only 36% require prototyping and Iteration

Only 50% have modeled how overall CX quality influences customer behavior

Only 49% know what key experiences are

Only 33% of firms require soft-skills

training for customer facing employees

Only 33% formally evaluate how customer centric experience are before

offering them a job

Source: Forrester

#1 Frustration Customers Have During Their Experience

Source: State of Customer Experience 2019

7%

11%

12%

14%

18%

18%

20%

0% 5% 10% 15% 20% 25%

Rude/angry employees

Service not personalized

Nothing, our customers love us

Too much automation/not enough a humantouch

Employee who do not understand customerneeds

Issues/questions unanswered/unresolved

Long wait/response time


Constantly Putting Customer “On Hold” Drives Them To Switch

6.9

7.8

8.1

8.2

8.2

8.5

8.9

0 1 2 3 4 5 6 7 8 9 10

Boring hold music or message

No apology for unsolved problem

Extras are pitched

Unhelpful solution

Long wait on hold

Many phone steps needed

Can't get a human on phone

Customer Experience Problems That Infuriate People Most(Score of 0-10, with 10 being the most annoying)


Source: Fonolo’s Blog

PURCHASE

Making the decision to

buy one product over

another

ADVOCACY

Recommending the

products to others

RETENTION

Buying the same product

again and again

AWARENESS

Discovering a product for

the first time

CONSIDERATION

Weighting the pros and

cons of one product

against other, similar

products

Understanding The Customer’s Journey


Source: Cisco Customer Success Methodology

21%

18%

12%12%

8%

8%

7%

7%

7%

The “Moments That Matter”?

Where to Focus, When to Focus, How to Focus

Resolving a Service or Technical Question

Paying a Bill

Upgrade/Changing Service or a DeviceResolving a Billing Question or Issue

Downgrading

Purchase New Service or Device

Installing/Activating

Browsing

Checking Usage


Source: Cisco Customer Success Methodology

We Have Arrived At The Year Of Humanity

Emergence of People and Culture

Voice Recognition

Chatbot Rationalization

Newly Energized Executives

Customer Journey Expansion

Analytics Expertise Shortage

Customer Experience Dispersion


A

B

C

D

E

F

G

Effortless Customer Service Is The Best Customer Experience

• Cross functional

• Feelings-oriented

• Attracts + retains

• Across the customer journey

• Defines the customer’s perception of the company

• Keep customers returning

• Benefits customer

and company

• Proactive • Reactive

• Single Functional

• Single point in time

• Problem - oriented

• Resolving existing customer needs

• Delivery of a service before during and post purchase

Customer ServiceCustomer ExperienceVS


Saying You’re Sorry Isn’t Enough Anymore


Harnessing AI to Decode True Customer Sentiments


Recognizing The Power and Value of CX Through Artificial Intelligence

Large knowledge baseEvaluate and integrate

past observationsGoal directed, focused tasks

Consistent reasoning


Human Creativity and Imagination

Foresight About Future Alternatives and Risks

Adaptive Dependent

Human Intelligence - The Power and Value of CX

Technology represents the HOW of changeHumans represents the WHY of change

Intuition And Emotion


COACHING RECOMMENDATIONS:

VOC Analysis

Customer Sentiment Analysis

Customer Effort Analysis

Insights for Strategic Decision

Going Beyond Technology & Data to Reach Human Wisdom


PROCESS RECOMMENDATIONS:

Insights for Improvement

Training Need Analysis

Play Book & Recommendations

Coach & Develop People

AI in CX – A Myth or Failure?

IBM’s “Watson for Oncology” Cancelled After $62 million and

Unsafe Treatment Recommendations

Tay the Racist Chatbot: Who is responsible when a

machine learns to be evil?

Apple’s Face ID security fooled by simple face mask


AI in CX – A Myth or Failure



FACT:

By 2020, 40% of data analytics projects will relate

to CX – Combination of HI & AI

Source: Gartner

FACT:

Human Intelligence can not be DIGITIZED or

AUTOMATED – making this extremely VALUABLE

Source: Gerd Leonhard

Day To Day Struggle

02 03

06 05

0401I have a lot of data, but not sure if I’m measuring and acting on

the right things at the right time

I’m struggling to make sense of multiple customer data points... I need to create

an integrated view of all this info

I need to prioritize the vital few versus the trivial many actions to improve customer

satisfaction, loyalty, and drive business results

I’m required to create a business case to justify resources needed to achieve

meaningful progress

I need to create an internal environment that nurtures and sustains continuous customer

experience improvement

My strategy for improvingcustomer satisfaction is not

producing the desired results


Did you know?

35% of amazon’s revenue are generated by it’s recommendation engine

75% of users select movies based on Netflix's recommendations.


AI Is Nothing Without HI


Google AI Thinks Otherwise

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0.2

0.4

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Revolver



Agent Scorecard

Question Ratings

1) Appropriate Greeting & Branding YES NO

2) Account VerificationYES NO

3) The Three C’s: Courtesy, Confidence, & CompetenceYES NO

4) Active ListeningYES NO

5) Display Empathy (If Required)YES NO

6) Provided Accurate & Complete InformationYES NO

7) Took Ownership of The IssueYES NO

8) Shared Probable Next StepsYES NO

9) Asked for Further AssistanceYES NO

10) Appropriate Closing with Proper BrandingYES NO

Activity – Checking The Boxes


Agent Scorecard

Question Score(Yes/No)

1) Appropriate Greeting & Branding

7) Took Ownership of The Issue

2) Account Verification

8) Shared Probable Next Steps

5) Display Empathy (If Required)

4) Active Listening

3) The Three C’s: Courtesy, Confidence, & Competence

6) Provided Accurate & Complete Information

9) Asked for Further Assistance

10) Appropriate Closing with Proper Branding

Overall Score 80%

Scorecard Results


Agent Effectiveness by AI

Section Keyword Recognizing

4) Agent Acknowledgement

“I do apologize for the miscommunication”

I do apologize

6) Problem Solver Get this taken care of

“I will get you the payment instructions, so we can get this taken care of

3) Customer Frustration

“This is what is disappointing, & you guys want me to buy a lot more trucks”

This is disappointing

“I was very frustrated at the end of this process”

I was very frustrated

2) Repeat Contact

“it’s been two weeks, I’ve been calling nonstop”

Been two weeks calling

5) Agent Advocacy

“I can definitely see if he is available

I can definitely see

7) Negative Sentiment (Last 1 min) Really a bad service

“I can’t get in touch with him which is really a bad service on your guys part”

1) Reason for Contact: Truck Delivery: Pending Status (First 1 min)

“I bought a truck from you and it was supposed to be delivered to us, but it hasn’t been delivered”

Hasn’t been delivered

Beyond The Scorecard & Check Box, Real Automation, CX Focus

Do Your Customers Know Your Scores?

How would you rate this interaction?

CSAT SCORE

EFFORT SCORE

% EASY MINUS % DIFFICULT

AGENT QUALITY

Overall QA score/rating for an agent

NPS / CUSTOMER LOYALTY

% PROMOTERS MINUS % DETRACTORS


In Today’s World…

QUALITYSCORE

TAGCALL TYPE

CIRCLECOACHING

AGENTFEEDBACK

LIMITEDINSIGHTS


Executives Top Challenges When Integrating AI with CX


Complexity integrating AI with existing technologies

Difficulty selecting the right technologies to meet customer needs

Regulatory concerns

Siloed Departments

Limited understanding of AI across the organization

Lack of funding for AI

Unreliable or insufficient data sources

Lack of corporate process for adopting emerging technologies

Lack of executive support for AI

What questions do you have?


Shawndra TobiasAsst Vice President, CX [email protected]

936.371.1817

facebook.com/shawndra.tobias

twitter.com/shawndra_tobias

linkedin.com/shawndra-tobias


https://www.facebook.com/shawndra.tobias

https://www.linkedin.com/in/shawndra-tobias-2b73b97a/

https://twitter.com/shawndra_tobias

5 Steps to Transform Your Customer Insights


LISTEN

IDENTIFY

ANALYZE

IMPROVE

PREDICT

Said & Unsaid

Traditional Approach - Agent Opportunities


High AHT

Dead Air

Incorrect Hold Cross Sell

Call DispositionsReason for Call

LISTEN

Visib

leN

ot V

isible

The Iceberg Effect


Said & Unsaid


LISTEN

Customer Experience Approach

Traditional QA Insights +- WHY are customers calling?- What was satisfaction level for the customer?- Did the customer share high effort experience?- Was this an FCR? Was there a Self-Serve opportunity?- Did the customer use other tools before calling?

Ask The Right Questions

KPI Problem Solving

CompetitionCustomer Effort


IDENTIFY

10816

10816

271830%

30%

40%

Ask for Sale Urgency Objection Handeling

Inner Circle: Total Population

Outer Pieces: Success Percentage of the

Behavior

Objection Handling

Successful Behaviors

Note: This model is based on the data collected in the month of July. These analysis will be run quarterly to ensure we have enough data to observe any new patterns or see any visible deviations from the last output. www.etechgs.com | confidential 45

Statistical Success Rate: 40%

Co-Efficient Value: 0.9435





• Co-efficient Value shows a correlation between the observed outcomes and the observed predictor values. The value of co-efficient is always between +1 and –1. The closer it is to +1 the stronger the correlation.

• This Analysis statistically proves the hypothesis that Asking for Sale, Providing Rebuttals, & Creating urgency are directly correlated to the conversion on an Enterprise Level and can be used to fuel a predictive model

IDENTIFY Crucial Behaviors & Success Probability

22.4%

38.2%

56.5%

58.5%

60.5%

63.4%

Customer moved

Not Satisfied

Has another service/contract

Rates

Call back

Not interested

Interactions

871

14.89%

33.33%

23.45%

23.72%

54.42%

25.13%

70.21%

51.79%

55.71%

57.96%

54.31%

63.96%

4.26%

4.76%

5.60%

5.41%

6.08%

4.57%

38.30%

36.90%

40.36%

38.14%

38.69%

38.83%

44.68%

35.71%

42.26%

40.54%

39.49%

39.09%

Not Satisfied

Customer Moved

Not Interested

Has another service/contract

Call Back

Rates

No Termination Fee

No Service Fee

No Contract

Discount/Rates

Call back


IDENTIFY Agent Behavior Analysis

168

47

47

333

394

840

Percentage

Major ObjectionsRebuttals

Provided on Objections

-10% -5% 0% 5% 10% 15% 20% 25% 30% 35%

C: How Do I?

Military/Government

Partner E

Bereavement

Partner D

Repeat Information

Partner C

C: Frustration

Trying to Use Miles

Refund

Channel Switch - Email

Proactive Guidance - Do Online

Partner A

Calling to Book

Voucher

Apply Credit

Proactive Guidance - Education

Ask For Sale

A: Effort Driver A

A: Effort Driver C

What Works!

16.3

52.1

Avg Rate Opportunity

Confirmed Conversion Ratebased on this sample


ANALYZE

14.29%

17.86%

18.27%

24.05%

12.03%

19.19%

15.15%

19.54%

23.08%

24.87%

17.12%

20.24%

50.00%

25.00%

29.79%

27.78%

30.19%

16.67%

16.67%

38.71%

34.51%

37.80%

24.93%

30.72%

23.81%

38.33%

33.80%

35.56%

25.29%

32.47%

Not Satisfied

Customer Moved

Not Interested

Has anotherservice/contract

Call Back

Rates

No Termination Fee

No Service Fee

No Contract

Discount/Rates

Call back

Rebuttals EffectivenessANALYZE


Educating Customers that there is no Contract when they object on not

satisfied provided conversion of 50%

In case customer has moved to a new location, or has another service/contract, agents informed about no service fee and

it resulted into a sale on 37% to 38% of occasions

No Contract

No Contract

No Service Fee

No Service Fee

No Service Fee

No Termination Fee

Drive Quick ImprovementIMPROVE


60

71

83

153

163

189

211

Let me check for another package

Creating a sense of Urgency

Probe further for Not Interested

Best discounted rates/prices available

No Contract upon Sign up

No Termination Fees associated with thepackage

No Service Fees associated with the package

Rebuttal Recommendations

Customer Objection: Not Interested

Ineffective Rebuttals

Effective Rebuttals

Suggestions- Effective Rebuttals

Let me share that there are No Service fees or any additional installation fees involved with the package

you’re eligible for.

If you register today, there will be No Termination fees associated with the package

These are the Best Discounted rates available in the market

I understand, If I could ask you real quick, could you please let me know if Price/currently being under the

contract is the issue?

Drive Quick ImprovementIMPROVE


59

65

78

89

94

155

Creating a sense of Urgency

What is Holding Back

Best discounted rates/prices available

No Service Fees associated with the package

No Termination Fees associated with thepackage

No Contract upon Sign up

Ineffective Rebuttals

Effective Rebuttals

Rebuttal Recommendations

Customer Objection: Call Back Suggestions- Effective Rebuttals

If you sign up today, there will be No Contract with the package

If you register today, there will be No Termination fees associated with the package

I understand that you want me to call back (time/day); however, could you please let me know what’s holding you

back?

PRACTICAL APPLICATIONSIMPROVE

Rebuttal Tactic

Scenario Practical Application 1 Practical Application 2 Practical Application 3

Creating Urgency

Not InterestedWe only have limited period offer, I do not guarantee

for the availability when you call backI didn’t expect you to be interested, but this is the best

available offerYou can reserve this slot and I can register it

Call Back LaterI can’t guarantee on this rate and this is the cheapest

that I can getI have limited package and it is possible that you do not

find availability when you call backI would rather hurry up and book before it sells out instead of

calling back

RatesWe have 90% occupancy on this package, and prices

are subject to changeWe have only few slots available at this price, and cannot

guarantee the availabilityThere is no termination fees associated with the package

Lowest Price

Not InterestedThat’s fine, and many people I speak with tell me the

same thing as wellThat is exactly why I am here. Let me share that with this

package there is No Service feeI understand but let me also share that there are no

termination charges applicable upon signing up today

Call Back LaterThis is the cheapest limited rate we are running and you might not get the same rate when you call back

This is the most discounted rate that we have which is for a limited time period and I do not guarantee that you will

get it when you call back

This cheapest rate is for very short period and you might not get it when you call back

RatesI can wait over the call when you consult as you

might not get the same rate availableThis is the lowest rate that you might not get again if you

do not take it right nowYou would rather like to hurry up and get this lowest rate

instead of consulting with someone

Free Cancellation

Not Interested before I leave let me ask you a couple of questionsI understand, but if you subscribe today, then you are

entitled to get a free cancellation

Could you please let me know the reason you’re not interested. Because if you book today, then I will get you a

free cancellation

Call Back LaterYou can register it now and call back if you change

your plan as it is free cancellationI would rather suggest you to register now instead of

calling back as it is free cancellationThere is no cancellation fee, you can call back if you change

the plan and get full refund

RatesYou can register and make subscription safe and cancel at any time with getting full refund after

consulting

It is free cancellation, so you can cancel it without getting charged after consulting

I also have refundable rates specially for you


26% 28% 26% 28% 27%31%

25% 24% 24%22% 21% 23%

30%27%

24% 25% 24% 25% 25% 24% 26% 26% 26% 26% 27% 26% 26% 26% 27% 27% 27% 28% 28% 28% 28% 28% 28% 29% 29% 29% 29% 30% 30%

19

-No

v

20

-No

v

21

-No

v

22

-No

v

23

-No

v

24

-No

v

25

-No

v

26

-No

v

27

-No

v

28

-No

v

29

-No

v

30

-No

v

1-D

ec

2-D

ec

3-D

ec

4-D

ec

5-D

ec

6-D

ec

7-D

ec

8-D

ec

9-D

ec

10

-Dec

11

-Dec

12

-Dec

13

-Dec

14

-Dec

15

-Dec

16

-Dec

17

-Dec

18

-Dec

19

-Dec

20

-Dec

21

-Dec

22

-Dec

23

-Dec

24

-Dec

25

-Dec

26

-Dec

27

-Dec

28

-Dec

29

-Dec

30

-Dec

31

-Dec

Current +25 +35 +45

Sales Effectiveness –17-19(Actual Range) R – 0.016Conversion: 24%-30%

Sales Effectiveness –25(constant) R – 0.016Conversion: 35%



Conversion when Sales Effectiveness Scores increase by increments of 10

63%

49%

35%

Predictive Analytics


Predictive Model: Successful Behaviors Increase RevenuePREDICT

Current Week Week 2 Week 4 Week 6

23106

24261

26572

30038

34659

29196

30656

32116

33575

35035

$2,163,200

$2,367,702

$2,480,400

$2,593,180

$2,705,797

$2,000,000

$2,100,000

$2,200,000

$2,300,000

$2,400,000

$2,500,000

$2,600,000

$2,700,000

$2,800,000

10001500200025003000350040004500500055006000650070007500800085009000950010000105001100011500120001250013000135001400014500150001550016000165001700017500180001850019000195002000020500210002150022000225002300023500240002450025000255002600026500270002750028000285002900029500300003050031000315003200032500330003350034000345003500035500360003650037000

Current Improvement 5% Improvement 10% Improvement 15% Improvement 20%

Asking for Sale Creating Urgency Revenue

Predictive Model: Successful Behaviors Increase Revenue

Present Rate

$2,367,702

+5% Improvement

+10% Improvement+15% Improvement

+20% Improvement

$2,480,400 $2,593,180$2,705,796

By Improving Asking for Sale and Creating Urgency on an

enterprise level by 20% in

the sample set of 44,374 calls, our predictive model forecasted an increase of

$542,597in the revenue

Note: This model is based on the data collected in the month of July. These analysis will be run quarterly to ensure we have enough data to observe any new patterns or see any visible deviations from the last output.

Service

PREDICT


APIAI/HI

Structured Data converted intoActionable Insights/Reports

Coaching Recommendations:• Insights for Improvement• Training Need Analysis And

Identification• Agent Handbook

Call Ingestion: Direct API/SFTP

AI or HI Input as Required

Etech Database

Transforming Scores To Insights

=

Data Processing and MappingSQL DB Upload

Client Process Recommendations:• VOC Analysis• Customer Sentiment Analysis• Customer Satisfaction Drivers• Insights for Strategic Decision

API Integration


Big Data Anyone?

1%

70%

of customer voice data is actually understood

of feedback (Voice of Customer) is shared via phone calls by your consumers

1% of actual Voice data of VOC is listened to by companies

29%of other VOC is not fully understood due to different systems or lack of tools to integrate all data together


Data, Data Everywhere


$cience and $oftware


Male70% of Data Scientists in our

research were male

2 LanguagesData scientists speak at least 1 foreign language on average

2 YearsThe median experience as data scientists of professionals in our

research was 2 years

4.5 YearsPeople who work as data scientists

currently have a median work experience of 4.5 years

R and/or PythonMore than 50% of the data scientists in our research work in R and/or Python

Master or PhD75% of data scientists have a PhD (27%)

or a Master (48%) degree

Source: 360 Data Science

Data Transformed - Business Insights

Creating Urgency functioned as

a successful rebuttal for the top 3 objections

Lowest price rebuttal was successful 23% of

the times when customers objected to the price being offered

2%

7%

7%

15%

26%

36%

2%

3%

8%

13%

23%

30%

1%

3%

4%

8%

14%

19%

Holiday

Stay onPhone

CheckOther

Property

FreeCancellati

on

LowestPrice

Urgency

Successful Rebuttals Against the Top 3 Objections

Consult with someone

Rates too high

Call back later

Discounted rates: 198


Effectiveness Rating Evaluated 170k +

calls on scorecard to give detailed output

using AI


11/01/2019 TO 11/30/2019

KPI & Revenue Impact

33%Revenue Growth

22%Decrease in Hold

Time

31%Additional Call

Handled

2%Increase in Conversion Rate

8%Increase in Effectiveness Score

3%Decrease in Cancellation Rate

The 2% increase in conversion resulted in more than $542K

in incremental revenue and is about a 2000 basis points

RESULTS




Matt CecilSr Manager - Digital Strategy

[email protected]

twitter.com/MattSCecil

linkedin.com/in/matt-cecil-1664aa38


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History of Firsts

1983

First commercial cellular phone call made

2002

First to launch 3G in the US

2004

First to launch 100% fiber-optic broadband network

2010

First to launch 4G in the US

2019

First to launch 5G in the world

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#1 overall network performance in the US for 12th consecutive time by Root Metrics

#1 in Wireless Network Quality for the 23rd

consecutive time by J.D. Power

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119M Retail Connections

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>500M Annual transactions

$131B Annual Revenue

67


Verizon 2.0 - Framework for Building a Better Tomorrow


Verizon 2.0 organized the company around the customer

Wireless Wireline

Verizon 1.0

Consumer

Business

Network

Consumer

Business

Network

Consumer Business

Wireless

Wireline

5G

Wireless

Wireline

5G

Verizon 2.0

Network


Verizon 2.0 Strategies

Be a recognized leader in customer experience equal to our network

Build best-in-class digital experiences for all customers

Continue “first to” leadership with 5G and setting the industry standard

Invite our strategic partners to play a larger role in our ecosystem


Verizon 2.0 Strategies

Be a recognized leader in customer experience equal to our network

Build best-in-class digital experiences for all customers

Continue “first to” leadership with 5G and setting the industry standard

Invite our strategic partners to play a larger role in our ecosystem

Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.

Digital Priorities

SIMPLIFYCustomer JourneysProfitability

OPTIMIZE & PERSONALIZE

Experiences

DRIVE

● Grow Digital Shopper Traffic

● Seamless Purchase Experience

● Delivery & Fulfillment Evolution

Digital Growth

● App as the first point of contact

● Simple Service & Support

● Best in Class Customer Experience

Digital Adoption

● Optimization and Personalization

● Digital Operations Excellence

● Digital at the Core

Optimize & Transform


Is the hype on AI real?

154kPatents filed in AI since 2010

Source: EconSight Patent Analytics

240%Growth of AI in enterprise since 2015

Source: Gartner 2019 CIO Survey

$10BVC Investments in 2018

Source: CB Insights

$80BProjected annual spend by 2021

Source: IDC


Doubling Down on AI Technologies

Automated Experiences

Agent Augmentation

Agent Feedback




Agent Augmentation

Agent Feedback

Guided Sales Flows

AI driven decision engine for devices and plans




Agent Augmentation

Agent Feedback

Guided Sales Flows

2019 Performance

2.8M engagements

1.1M recommendations

1.5% conv rate vs. 0.3% BAU (5x)




Agent Augmentation

Agent Feedback

Chatbot




Agent Augmentation

Agent Feedback

Chatbot

2019 Performance

62M sessions (+78% Y/Y)

212M questions (+108% Y/Y)

93.7% intent accuracy (+40% Y/Y)




Agent Augmentation

Agent Feedback

Sales Chat Overview

1,000 agents across 6 centers

Handle 7M chats/yr

Deliver 1.2M sales/yr

Assist with 25% of digital sales




Agent Augmentation

Agent Feedback

Top sales agents deliver exponentially higher results




Agent Augmentation

Agent Feedback

AI identifies optimal conversation flow to drive conversions

Start

Sale




Agent Augmentation

Agent Feedback

Offer real-time recommendations to chat

agents based on optimal conversation flow




Agent Augmentation

Agent Feedback

2019 Performance

Gross Adds: 15.8% Conv rate vs. 12.6% control

Upgrades: 27.1% Conv rate vs. 13.8% control

Accessory Rev: $6.50/chat vs. $3.13 control

Protection Plans: 41.6% Attach vs. 21.8%

control




Agent Augmentation

Agent Feedback

Text Analytics

Real-time Sentiment Analysis

QA Bots

Etech Insights


Is your company ready for AI at scale?

Strong data governance and architecture

Significant financial investment

Executive support

Human resources investment

Diligentresearch

Diversify your AI portfolio

Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.





Did You Do The #10YearChallenge?

2009 2019 2009 2019

2009 2019

2009 2019


Hi! I’m a virtual assistant. Are you interested in one of our awesome products?

When will I receive my order?

Enter your Order Number:

ORDER NUMBER

SEND

Your order will arrive in one business day

Mm.. I’m not sure about that balance can I talk to a person?

Sure, I’ll contact you with an agent now.

Hi Mark Ashley here. I’m checking that balance for you

Thank you so much

Ashley is now available

2009 2019 2009 2019

Redefine CX #10YearChallenge

What Happens When We Don’t Evolve


Benefits Companies Would Like to Realize Embedding AI Into Their CX


Improved customer

satisfaction

Increased revenue growth

Improved Brand Loyalty

Opportunities to create new business

models

Improved depth of customer

engagement

Improved decision making

Improved cost savings

Improved customer insights

Improved efficiencies

Improved employee satisfaction

Source: IBM Institute

Growth Benefits

Operational Benefits

The Crystal Ball has Arrived

The New Way To Work Is to Embrace TechnologyBut Not To Become it.

-Gerd Leonhard


The changes are COMBINATORIAL – Human Intelligence and Artificial Intelligence together amplifying on creating a PERFECT STORM of change to customer experience.

Customer Experience Change – Exponential or Gradual?

-Gerd Leonhard


In a world driven by tech…Your people matter more than ever.

Job looks the same butyour customer expectations have changed.

Machine Learning Is Lost Without People


Record your Calls Capture Metadata Define ObjectivesMeasure Effectiveness

Monitor & Evolve Ongoing Refinement

We Focus On CX, YOU Decide Tools

IMPLEMENTATION STEPS

Paper Form Excel

Artificial Intelligence & Human Intelligence

TOOLSVolume, Commitment to Customer Experience

DECIDING FACTORS



The Need For Human Intelligence And Artificial Intelligence In Customer Experience

Techniques Applied To Improve Customer Experience Through Human Intelligence And Artificial Intelligence

Deliver 360 Degree Customer Experience With Artificial Intelligence And Human Intelligence

Top Takeaways

Every customer call contains thousands of business-changing data points.

Stop guessing.Start acting.

Visit us at booth #207

Contact: [email protected]

Want a copy of deck www.etechgs.com/presentation

www.etechgs.com/ebook


mailto:[email protected]

http://www.etechgs.com/presentation

http://www.etechgs.com/ebook

Documents

CX Architecture Using Agent Insights to Design a ......CX Architecture –Using Agent Insights to Design a Remarkable Experience ... gain market share. VISION To make a remarkable