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B Y M A R C S C H U L Z - B A C O N

CONNECTING THE DOTS.D I G I T A L E V O L U T I O N .

M a r c S c h u l z - B a c o n

WE ENCOURAGE

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CUSTOMER ENGAGEMENT.D I G I T A L E V O L U T I O N I N

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PEOPLE CRAVE CONNECTION, TO FEEL VALUED AND CARED FOR, TO FEEL PART OF A COMMUNITY.

R E L A T I O N S H I P W I T H B R A N D S & T H E I R P R O D U C T S

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of C-suite executives expect organizations to emphasize customer engagement over products in the future”

“68%

Source: IBM

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CREATING MEANINGFUL CONNECTIONS IS ONLY GETTING HARDER AND MORE CRITICAL.

C H A L L E N G E S

HARD TO DO

So many channels

Siloed teams & processes

Disjointed systems & data

FAILURE IS CATASTROPHIC

Risking brand reputation

Rising costs & expectations

Protecting customer data

51% of companies are using at least eight channels to interact with customers – Aberdeen.

Average number of headlines signalling corporate risk has doubled – McKinsey.

68% of companies are planning to add more touchpoints thisyear – CMO Council.

Customer suspicion about a firm's data use practices can cut company revenues by 10% to 25% and reduce customer spending by one-third in just one year – Forrester.

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of millennials state that they are more likely to become brand loyal if a company engages with them, sincerely, on social media”

“62%

Source: Forbes

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CUSTOMERS ARE GOING DIGITALFASTER THAN SERVICE IS.

C H A L L E N G E S

Customer engagement now extends far beyond the four walls of a call center. Today's customers use an average of ten different channels to communicate with companies, and move across them as they please. Two-thirds (66 percent) of service organizations are seeing shifts to their digital channels.

Source: Customer Service Channels are on the Cusp of a Digital Revolution -- 2019 Salesforce Research

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CUSTOMER SERVICE IS TRANSFORMING,BUT NOT ALL COMPANIES ARE BUYING IN.

C H A L L E N G E S

If customer service was once viewed by management as a necessary evil -- a resource draining afterthought that did nothing to boost revenue -- those days are gone. Today, 80 percent of customers say the experience a company provides is as important as its products and services, a sentiment that carries across consumer and B2B markets.

Source: Customer Service Channels are on the Cusp of a Digital Revolution -- 2019 Salesforce Research

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“Brands who make their customer feel known will never be unknown”

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CONNECTING THE DOTS.P E R S P E C T I V E I S

T Telephone

M Mobile

W Web

Community

S Social Channels

G Search

A Advertising / Media

C

T M W S G T AUSE

T M W S G T A

INSPIRE

T M W S G T A

SHARE

T M W S G T A

GET HELP

T M W S G T A ENGAGE

T M W S G T A

BUY

T M W S G T A

COMPARE

T M W S G T A

DISCOVER

T M W S G T A

THE WINNING STRATEGY: SEAMLESS CONSISTENCY IN CUSTOMER EXPERIENCE MANAGEMENT.

CROSS-/UPSELL

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WE WORK WITH YOU, NOT FOR YOUO U R P H I L O S O P H Y

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PUT YOU ON THE RIGHT TRACK FOR SUCCESS.O U R M I S S I O N

Realize

Verify and quantify impact on the business

Share results and educate executives and other stakeholders

Quantify future potential return

Envision

Understand the business goals

Define the right strategy based on relevant experience and best practices

Confirm

Get internal alignment with peers and leaders

Define timeline and milestones

Finalize requirements and project plan and gain approval

Implement

Train the operations team

Project manage to completion

Provide help and expertise all along the way: technical; best practice and design

Enable

Coach and advise to ensure success

Regularly review progress and benchmark performance

Spot opportunities to grow and improve

Re-envision

Align with business goals as they evolve and change

Define vision for future innovations and growth

Begin the cycle again

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CUSTOMER LOYALTY FRAMEWORKS.W E D E S I G N & I N T E G R A T E

Customer CareBrand & Product Experience

Multi-Channel Case HandlingSystem

Customer Request Handling

Customer Request Handling

Customer Request Handling

3rd

Le

vel

Screening à Moderation à Escalation2nd

Le

vel Handover &

KnowledgeEngineering

Reporting Knowledge Base

Central Knowledge Management

Virtual AssistantCustomer Engagement Platform

1st

Leve

l

PhoneMessenger Social Media(Video) Chat E-Mail Mobile Website / AppWebsite

Service AgentModerator

Service Agent

Requests &Complaints

CUSTOMER INTERACTION

CUSTOMER SERVICE

Service Agent

Service Agent

Community

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CUSTOMER ENGAGEMENT DESIGN.O U R A P P R O A C H

Outside-InInside-OutShadowing

Expert InterviewsResearch

Data Analysis

Quick WinsStop, StartContinue

DesignGoing-Live

Connect

InsightsMeasuring

Scaling

Target VisionProcess

KPIs

ANALYSE EVALUATE DESIGN IMPLEMENT

BrainstormBriefing

Development

Observe Understand Recommend Concept Prototype TestStrategy

IDEA

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AGILE INTEGRATION & DEVELOPMENT.H O W W E I N T E G R A T E

A

B

Kick-Off & Planning

APPROACH

Concept & Design

User StoriesBeta Testing

Regular OperationsDefinition and distribution

of work packages, alignment of agile approach, detailed

planning and project organisation.

Document requirements in user stories and integrate

them in development / configuration sprints.

Develop target picture of a MVP to launch a prototype solution.

Iterative operational integration process of

solution.

Scale solution and support ongoing improvement

cycles.

ImplementationSet-up solution instance, UI design and complete initial

configuration.

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PROFESSIONAL SERVICES.O U R E X P E R T I S E

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CUSTOMER JOURNEY

CUSTOMER ENGAGEMENT & CARE SOLUTIONS.O U R E X P E R T I S E & P A R T N E R S

COMMUNITY CARE & SELF SERVICES CHATBOTS DIALOG AUTOMATION

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KHOROS.I N T E G R A T O R O F

KHORO

S

MARKE

TING

KHOROS

CARE

KHOROSCOMMUNITIES

Analytic

s Governance

Integrations

KHOROS HAS OVER 15 YEARS OF EXPERIENCE AND PIONEERS IN CUSTOMER ENGAGEMENT.

Khoros has been defining customer engagement for over 15 years. They analyse 500M consumer touch points per day showing the true depth of our influence in the digital space.

Khoros are pioneers in the creation of branded communities, social marketing and social customer care—specialising in the needs of global enterprises.

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Getting Started with TKB

Community Optimization - Structure

Community Optimization - Metrics

Getting Started with Contests

KHOROS COMMUNITY OPTIMISATION SERVICES

Getting Started with Ideas

Community Optimization -Promotion

CONSULTING, INTEGRATION & DEVELOPMENT

UX Customization

KHOROS COMMUNITY TECHNOLOGY SERVICES

Advisory Consulting

Component Development

SSO Integration

Data Migration

Salesforce CRM Integration

KHOROS.P R O F E S S I O N A L S E R V I C E S

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KHOROS CARE SERVICES

Configuration Audit

Metrics & Dashboards

Author API Integration

Bot Implementation

Experts Implementation

Monitor Wall Setup

CONSULTING & INTEGRATION

KHOROS.P R O F E S S I O N A L S E R V I C E S

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KHOROS COMMUNITIES.G O O D P R A C T I C E

VODAFONE GOOGLE SEPHORA

Link Link Link

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SALESFORCE.O U R K N O W - H O W O F

WE ARE CONSULTANTS AND EXPERTS IN COMMUNITY AND SERVICE CLOUD INTEGRATIONS.

Designing, configuring and developing customer communities.

Focusing on Knowledge Management and Einstein Bot design and integrations.

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CONSULTING, INTEGRATION & DEVELOPMENT

SALESFORCE COMMUNITY CLOUD.P R O F E S S I O N A L S E R V I C E S

UX Customization

SALESFORCE COMMUNITY CLOUD TECHNOLOGY SERVICES

Advisory Consulting

Salesforce Knowledge Integration

SSO Integration

Gamification, Expertise and Badges

Component Development

SALESFORCE COMMUNITY CLOUD OPTIMISATION SERVICES

Getting Started with Knowledge

Community Optimization - Structure

Community Optimization - Metrics

Getting Started with Groups

Getting Started with CMS Workspaces

Community Optimization -Promotion

User Interfaces & ModulesUser Interfaces & ModulesCommunity Modules Customer Service Capabilities

Integration APIs

Rest Bulk WebservicesSSO Widgets

Case Handling

Central Publishing

Case Assignment EscalationSLA’s

Service History Reporting Macros

Community Management Capabilities

User Management

Private Messaging Moderation Rewards

Analytics Reporting

Knowledge Discussion Boards

News

Polls Ideas

Groups

Gamification

Knowledge Management Capabilities

Local Publishing SEO Article History

Publishing Personalisation Reporting Channel Management

Asset Management

User Profiles

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SALESFORCE COMMUNITIES.G O O D P R A C T I C E

Link

XING E-RECRUITING LOGITECH AKAMAI

Link Link

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BOT FRAMEWORKS.O U R L A B

Facebook Messenger

WhatsApp Business

Live Chat

Apple Business Messenger

CUSTOMER SUPPORT & RESPONSE MANAGEMENT

CHANNEL & TRAFFIC MANAGEMENT

CHATBOT EXPERIENCE IMPROVEMENT

Customer

Response triage& automatic assignment

Omni-channel dialog

NLP / NLU

Response Knowledgebase (QA –

Text / Media)

User recognition

Dialog rulesengine

CONNECT INTERACT LEARN

Virtual Agent

Live Agent

Social Media Trends

Issue Management

Analytics

Sentiment Management

Staffing Model

Product Management

Service Processes

Quality Management

Customer Experience

Development

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CONSULTING & PROJECT MANAGEMENT

BOT FRAMEWORKS.P R O F E S S I O N A L S E R V I C E S

Channel Integration

BOT FRAMEWORKTECHNOLOGY SERVICES

Advisory Consulting

Set-up & Integration

Knowledge Integration

NLU & NLP Optimisation

UX Customization

BOT FRAMEWORKOPTIMISATION SERVICES

Getting Started with BOT

BOT Optimization - Structure

BOT Optimization - Metrics

Getting Started withLive Chat & Messenger Channels

Getting Started with Contextual Dialog

BOT Optimization - Integration

2

1

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Understanding your business cahllenges and goals within a telco or face to face meeting

Step 1 Exploration

Duration: Few Hours

Developing a concept together with you in a design sprint. Produce a storyboard and define a scope for the MVP and pilot.

Implementation with rapid prototyping and integrations

The solution is used by your users and is continuously improved.

Step 2 Workshop

Duration: 1 Day

Step 3MVP RefinementDuration: 4-12 weeks (from Kick-off date)

GENERAL DIALOGUES

We can build a bot MVP that is ready for go-live within 4 weeks.

Step 4Daily Operations

Duration: ongoing

TYPICAL INTEGRATION STEPS OF A MVP PILOT.

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COSIBOT.P A R T N E R S H I P

A NON-PROFIT INITIATIVE IN TIMES OF COVID-19.

Our partner technology partner ROBO.AI, a sister company of Two Impulse in Portugal, has developed this Bot to support businesses in these times of crisis. We, WENCOUR, are supporting them to find sponsors (book the services) and volunteers (copywriters, developers, linguistic experts in contextual dialog, that work from home).More information in this presentation.

HOW TO SUPPORT THIS INITIATIVE,OR ADD THIS BOT TO YOUR WEBSITE?

Simply visit: cosibot.org and Paulo Nunes and his team will be more than happy to assist.

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DIALOG AUTOMATION WITH ROOJOOM.O U R L A B

x 1,000,000 ’s

ROOJOOM PERSONAL HUBAI PLATFORM

AI models

MLENGINE

x 1,000,000’sPer person AIreal-time prediction:§ What action to promote?§ What engagement to use?§ What offer to push?

PersonalHub

Reinforced learning

The Roojoom Platform invokes a personal AI engine for each customer called ‘Personal Hub’. Millions of Personal Hubs are predicting the impact of many engagement elements against strategic goals such as loyalty, Spend, Satisfaction and care costs.

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CONSULTNG & PROJECT MANAGEMENT

DIALOG AUTOMATION.P R O F E S S I O N A L S E R V I C E S

Channel Integration

ROOJOOMTECHNOLOGY SERVICES

Advisory Consulting

Set-up & Integration

Customer Journey Design

Performance Optimisation

UX Customization

Anonymous customer DBActivity DB

ContentDB

Core scheduler

Hub workers

Dispatcher

Normalizer

Journey template setup

Goalssetup

Reachoutsetup

Messaging (email) Server

Branddataware

SFTP

API

External Emailserver

Roojoom playerETL

Mobile & desktop browser

External SMS

service

Brand’swebsite

Roojoom SDK

Analytics &ML engine

DWH

DMP

CRM

SaaS Platform

CMS & Dynamic Content Builder

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ROOJOOM PERSONAL JOURNEY HUBS.G O O D P R A C T I C E

ChurnMovies & ShowsApp download Pay-TV Digital time

+28.2% +17.7% -13%* +10% +400%* From existing churn

TV issuesresolution rate

+309%Access issuesresolution rate

+258%Mobile

utilization

79.1%

SuccessCases:

Further clients:

SELF-CARE JOURNEYTransforming CSR troubleshooting processes personal, interactive, actionable, algo-based digital selfcare journey.

TV SUBSCRIPTION ONBOARDINGConverting segmented email campaign to a personalised 1:1 digital handholding after purchase onboarding journey.

Demo Link

Demo Link

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CUSTOMER EXPERIENCE DESIGN TOOLS.O U R L A B

The journey mapping software for you and your team. Create, share and present your customer journey maps, personas and stakeholder maps.

ExperienceFellow allows you to receive feedback from your customers, employees or any stakeholder through a mobile application.

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CUSTOMER JOURNEY MANGEMENT.P R O F E S S I O N A L S E R V I C E S

Customer Experience Tracking

DESIGN SERVICES

Advisory Consulting

Customer Journey Design

Customer Journey Analysis

Performance Optimisation

Tool Set-up & Integration

CUSTOMER JOURNEYS PERSONAS STAKEHOLDER MAPS

CONSULTNG & COACHING

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ABOUT US.T E A M & R E F E R E N C E S

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FOR YOUR NEXT EVOLUTION.O U R T E A M

MARCManaging Partner

STEPHANProfessional Services

GUIDOTechnology

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OUR EVOLUTIONS.R E F E R E N C E S

BRANDS THAT HAVE TRUSTED OUR TEAM MEMBERS TO EXECUTE THEIR DIGITISATION INITIATIVES.

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DIGITAL EVOLUTION?W H A T I S Y O U R N E X T

WENCOUR SLCalle Ali Bei, 25, Atico 108010 BarcelonaSpainT +49 173 4301313 (Germany)T +34 660 473 945 (Spain)

SEND US A MESSAGE OR WE VISIT YOU. WHENEVER YOU LIKE.

WENCOUR.COM

#WeWorkRemote#WorkFromHome#FlattenTheCurve#Together2020#DigitalOnly

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D I G I T A L E V O L U T I O N .

WE ENCOURAGE