Best Practice Ideas

Moderated by Sheryl Kingstone,

451 Research

Peter Whibley, Software

Product Marketing

Manager

Verint

Dan Gordon

SVP

West

Barry Knack

Manager Professional Services

inContact

Alyx Kaczuwka

Product Marketing Manager,

IVR, OmniChannel Self-Service

and Cloud, Aspect

Aspect

Digital Transformation in the Age of the Customer

Sheryl Kingstone, Research Director, Business Applications

Digital transformation is the future of CX

• Digital transformation is using technologies to improve, connect and

radically change business processes, enhance customer experiences

and harness innovation.

• Technology required to deliver an effortless omnichannel customer

experience (CX) requires a shift from traditional customer service

• Investments in CX can be the difference between a compelling

competitive advantage and irrelevance

Customer Experience is the new key to Lasting Differentiation

What Do Customers Want?

“#1 driver for company's IT

investments is to improve customer

responsiveness.”

Source: 451 Research ITDM Survey

A commitment to customer interactions that are

consistent, dynamic and transparent across all four

dimensions of the experience.

The goal is to achieve competitive differentiation by

viewing the world through the eyes of one’s customers

and modifying interactions of the experience

accordingly.

Five Year Shift in Customer Channel Preferences

“Calling the

Contact Center is

the most frequently

used channel, but

the shift to mobile

is strong.”

Both Customers and Businesses are ready and willing to pick up the level of engagement

E-commerce

Social Networks

Mobile Apps

Loyalty Rewards Programs

64% of Businesses want to

communicate with mobile

customers using social

networks

Retail Stores

45% of consumers

would share personal

information with a

retailer or brand for

better rewards

62% of businesses want

to understand user

behavior on mobile

application for marketing

campaigns across

channels-- SMS, in-app

and email

55% of consumers

would pay a little

more to shop at a

retail store with better

customer experience

Contact Centers

53% of consumers

are very interested in

Click to Chat or

Request Call-Back.

51% said it would

improve their opinion

of the business

Next We Hear From Experts in the FieldKey Topics include:

• New Mobile and Social Channels of Engagement Create Broader Omni-Channel Requirements

• The Importance of Data and Analytics to Improve Both Employee Efficiency and Customer Experience

• It’s not always about the Technology. Change Management and Process Improvements are Critical

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Customer Service Stakeholders

• 3 Customer Service Stakeholders

• All have different, sometimes conflicting requirements

Customer

• Speed

• Convenience

• Single Point of Contact

• Accuracy

• Consistency

• Experience

Organization

• Customer Satisfaction

• Cost/Efficiency

• Upsell

• Business Agility

• Targets/Metrics/SLAs

• Compliance

• Reports

Employee

• Empowerment

• Application Integration

• Data Access

• Status Information

• Guidance & Support

• Collaboration

Training and Recruitment

• Analyze QM results to:• Improve new hire training

• Improve recruitment process for skills needed

• Identify new modules and on floor support needed

• Provide more “tools” for supervisors to use when coaching

• Create consistency in materials, techniques, and skills

11

Think beyond the app!

PersonalMobile phone typically belongs to one person, not shared

Reduces CostsLess expensive than IVR technology

PersistentDialogs are archived on a phone automatically

User-friendlyLets the user advance in a dialog at their own pace. No speech recognition challenges or the like

Less intrusiveSMS dialog can be conducted silently, during meetings, in presence of others, while travelling, etc.

More tolerant…to network coverage issues

UbiquitousWorks on ANY cell phone, and older feature phones are predominant in some regions of the world

AsynchronousDoes not take user’s entire attention, i.e. they can pursue other tasks while interacting via SMS

Text Self-Service – SMS, Twitter, Facebook Messenger and More

DATA IS KEY TO KNOWING YOUR

CUSTOMER

What’s the

problem?

Develop

your

hypothesis

Determine

the scopeTest your

hypothesis

Get

Started!

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Knowledge Management – Underpins Your

Omnichannel Strategy

Knowledge Management

The Power of Speech Analytics

• Analytics can categorize and push the most important calls for evaluation

Natural Language Understanding

Directed Dialog, NLU-Enhanced

Directed Dialog, Keyword-Spotting

Don’t assume you can drive

user behavior at all times

!

EVALUATE YOUR FIRST CALL

RESOLUTION

Tune speech

prompts regularly

Use data to diagnose

pain points in your IVRUtilize other channels

to deflect calls

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Multichannel + Escalation Management = Omnichannel

17

• Focus on the Escalation Path between Self-

Service and Assisted Service

• Offer the Right Escalation Channel, NOT

Every Channel

o Self-service to Web Chat

o Chat to Co-browse

o Email to Secure Email

o Social to Web -Chat

• Avoid repeated requests for information

• Deliver Consistency

• Avoid Customer Cost

• Consider Physical Channels

Coaching

• Coach to desired results

• Imperative that Supervisors/QA/Leads are coaching to the results delivered from analytics and QM reporting

• Measure your effectiveness• How will you know when you have “arrived” if you don’t know where you

started?

Disposable Apps

• Reach the 96% of customers who aren’t regular users of your mobile app

• Nothing to download or install, always up to date and not OS specific - built in HTML5

• Complements your existing mobile native app

A special-purpose secure mobile Web app that requires no prior download, works across all smartphone platforms, lets your customer engage on the spot

19

• Pay bills • View lab results

• Enter data • And much more

IMPROVE YOUR CX FROM THE

OUTSIDE, IN

Define what the

experience should

look like

Map what’s actually

happening todayCreate connected

access points

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

• Customer profile

• Channel preferences

• Current issue

• Transaction history

• Case history

21

• Recent browsing activity

• Recent chat activity

• Location

• Recent Feedback

• Device

Personalization – Context “Know Me”: Customer & Employee Context

• Availability

• Training Requirements

• Knowledge & Skills

• Performance

• Application Usage

• Work Preferences

Calibration

1. Do you calibrate?

2. How often?

3. Who is involved?

4. How is it tracked?

5. What follow up is done?

Matt receivespayment reminder

Confirm via SMS

Bill payment for ABC

Power is due on March

10. To pay with card on

file send OK. For more

options tap

https://aspct.co/1dK9J,

enter “KHLUM”

Switch to disposableapp for richer transactions and proper authentication

No secure information

exposedenter “KHLUM” for more

optionsConfirm

You paid your bill using your card on file. Thanks and goodbye!

OR

Secured via HTTPS

Proactive Engagement

BUILD YOUR ORGANIZATIONAL

STRUCTURE AROUND YOUR

CUSTOMERS

Align your resources Create shared

resources

Encourage

transparency

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Processes Cut Across Departments

Case Management

Five Reasons Quality Initiatives Fail

1. Not aligned

2. Not supported

3. Not structured

4. Not informed

5. Not evolving

•Bonus: Not actionable!

©2015 Aspect Software, Inc. All rights reserved

Show them you know them!

• Wow your customers by knowing when and whythey contacted you last, and whether there are any outstanding issues

• Provide a seamless Omni-Channel CustomerJourney by preserving session state across customer touch points– self-service and agent assisted

• Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data

CONTEXT

CONTINUITY

CONVENIENCE

Experience Continuity

FOCUS ON YOUR CUSTOMERS’

METRICS FOR SUCCESS NOT JUST

YOUR OWN

Q&AAll webcast recordings are available for 7 days