add something new customer experience white paper€¦ · customer service. 2. advanced...
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Customer Experience White PaperAdd something new
Table of contentAdd 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
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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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