Download - Integrating online and offline channels
Uplift Revenue and Minimize Costs by Integrating Online and Offline Channels
Chris Lord @Chris_HGS
Senior Vice President, Global Growth Strategy and Marketing HGS – Hinduja Global Solutions
September 2014 2 www.teamhgs.com @team_HGS Digital Customer Experience
HGS Introduction
HGS is a global business process management company helping our customers
with B2B and B2C consumer transactions and interactions
Healthcare/ Insurance
55 million transactions annually
with claims payout of $11.5 billion
Serve 5 of the Top 10 healthcare
payers and many large US hospitals
Telecommunications
• Provide support across customer
lifecycle for wireless, land lines,
satellite, IPTV, internet, security
• 182 million calls, 2.92 million emails
and 4 million complaints and
investigations annually for a single
client
Consumer Products and Retail
• Support client inquires for over 3000
consumer-branded products in 8 European countries via telephone,
paper, chat, email and social media
• Supporting consumer electronics
manufactures and retailers - purchase
support to post warranty servicing
Financial Services
• Only credit card issuer to win the J.D.
Power Award for customer
experience 7 consecutive years driven
by HGS’s best-in-class NPS customer
service
• 18 million transactions per year
September 2014 3 www.teamhgs.com @Team_HGS Digital Customer Experience
The Changing Customer Experience
There has been a dramatic shift from in the call center business
from cost center…
…to real-time digital Customer Experience
Interactions
When…
September 2014 4 www.teamhgs.com @Team_HGS Digital Customer Experience
When Do Consumers Engage with a Business?
Consumer engagement usually relates to buying activities or negative
experiences, with the usage of a product or service being taken for granted
They want to buy something
There is a change such as a life event, move, service change, etc.
Something is broken (fix/repair)
They want to cancel a service or terminate a relationship
September 2014 5 www.teamhgs.com @team_HGS Digital Customer Experience
How Consumers Interact today?
2014 Gartner, 2014
65% 2014
20% 2014
7% 2014
September 2014 6 www.teamhgs.com @team_HGS Digital Customer Experience
How Consumer Engagement Will Rapidly Evolve
Gartner, 2014
22% 2018
30% 2018
28% 2018
September 2014 7 www.teamhgs.com @team_HGS Digital Customer Experience
Reality Check #1
1 - Corporate Executive Board’s 75,000 member survey, 2 – Execs in the Know – Feb 2014
10%
90%
consumers check website before email/ calling2
43% 57% customers tried self-service on company websites before calling contact center1
What is the first point of contact for consumers to reach a company?
September 2014 8 www.teamhgs.com @team_HGS Digital Customer Experience
Reality Check #2
1 - Corporate Executive Board’s 75,000 member survey,
Consumers are online when they call the call center… dramatically changing the conversations and expectations
…still on the website when on phone with contact center agent 1
30%
September 2014 9 www.teamhgs.com @team_HGS Digital Customer Experience
Reality Check #3
1 - Corporate Executive Board’s 75,000 member survey,
Mobile device interactions are creating challenges and missed opportunities
27%
73% …73% of websites are “easily viewed on a mobile device”1
47%
…53% of the 49 billion visits, for the top 500 e-Commerce Retailers, were via Smartphone in2013”2
53%
96%
…yet only 4% provide text for assistance1
4%
September 2014 10 www.teamhgs.com @Team_HGS Digital Customer Experience
Call center was a cost
center
Revenue generating Customer Experience Interaction center
Investing to capitalize on the changing Customer Expectation…