deliver a flexible, engaging customer contact center experience - mitel
TRANSCRIPT
Deliver a Flexible, Engaging Customer Contact Center Experience
The Consumer Buying Process – Not Long Ago
• Buying experience was completely different
• Involved many people, lots of person-to-person contact
• Required huge time investment – both for business and consumers
• Lots of opportunities for things to go WRONG
• Customer experience was localized - WOM was limited to 5-6 people
The Mobile Consumer Today
Industry Examples: Banking
Teller MobileInternetATM
Who is Today’s Consumer
1/2 of the worlds
population are
considered unique
mobile users, expected
to grow at 5% per year
1/3 of all web
pages
are now being
served to mobile
devices
1/4 of the
population now
has active mobile
social accounts
Mobile Engaged Connected
Source: We Are Social
The Future of Customer Experience• Businesses have to respond to customer’s
needs at -
• Increased pace
• During new hours
• Using new methods
• Consumers are demanding the flexibility to
interact with companies through the digital
channel of their choice
• Consumer choices have broadened
• Customer experience will be the new
battlefield for competitive advantage
89% of businesses will compete mainly
on customer experience
Source: Gartner
Customer Experience Drives Sales…
Source: Medallia Analysis
World Population by Generation
Worldwide and in the U.S., millennials are the largest generation yet –
some 2.3 billion strong
Source: http://visual.ly/millennial-takeover
Source: US Census Bureau
Digital Channels are on the Rise
Source: Aberdeen Group
The Evolution of Customer Engagement
Single Channel
Multi-Media
Omni-Channel
Business’sView
Customer Journey Map
12
Fill in online form
Receive email
asking for docs
Take call discussing
docs
Schedule closing
Sign closing
docs
Customer’sView
Getting a mortgage
Summary of Ingredients of a Successful Digital CX
• A comprehensive understanding of what drives
customers, the communications methods they want to use and
their schedules.
• Offer service across every channel and effectively
manage the channels your customers prefer.
• Provided anytime, anywhere, any device services
that offer seamless interactions.
• A personalized CX throughout the customer journey,
learning and collecting new customer information from each
interaction.
• A transparent and flexible CX, guiding customers to the
fastest service.
Technology Vendor Checklist
Make anywhere, anytime, any‐device interactions easy
Provide a seamless, consistent experience across all channels and all touchpoints in the business
Build upon existing infrastructure to create revenue‐generating, differentiated customer experiences
Keys to Delivering a Good Digital CX
1.Consistency creates loyalty, and relies on
internal IT being up to scratch
2.You need to be relentless in capturing
customer intelligence
3.You need to share, leverage and maximize
this customer intelligence across all
customer touchpoints
4.Be in a position to spot untapped opportunities
to increase revenue per customer
Remember
Join us October 11 to learn how to determine the potential impact on your organization from transforming your customer experience. Attendees will learn how to construct a business case and prioritize actions.
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