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Connect. Interact. Engage.
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Preparing for the customer service of tomorrow starts TODAY
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Search & Display Marketers know much more about me
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than the customer service agent of my mobile operator (after being a client for 28 yrs)
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To satisfy the customer is the mission and purpose of every business*
* Peter Drucker 1973
A large majority of companies are rethinking
their strategies for engaging individual
customers Emerging technologies are the principal
enablers of this new customer-centric
approachThe benefit of connecting
customers, employees, partners and products is
ultimately customers who are more satisfied
The rise of the customer-led economy – The Economist
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Many places – Many ChannelsCustomers reach out from many places
- anytime - through many channels
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Your customers are connected-mobile-networked
By 2020, over 37 billionelectronic devices, cars,
homes and humans will be connected over the
Internet
More devices = more interactions =
more data = more complexity =
more opportunity
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Upgrade the CustomerContact Engagement Center
TraditionalContact Center
MassReactStatic
ManualRemoteSiloed
PersonalisedInteractDynamic
AutomatedReal time
Collaboration
EngagementCenter
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The times are changingWhich channels are most important for customers when they engage with
brands ?
today < 3 yrs
Com
pany
web
site
s
E-m
ail
Soci
al M
edia
Phon
e
Mob
ile
Apps
Soci
al M
edia
Mob
ile A
pps
Com
p w
ebsi
tes
E-m
ail
Blog
s
57%
37%
27%
18%
13%
43%41%
29%
37%18%
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The Engagement Center
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The Mobile Customer
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Turn Context into Data
Customer Profile Management
CHANNELWeb, mobile,
kiosk…
LOCATIONCountry, city,
street, at home or on the road,
language…
BEHAVIORUser activity,
currently viewing…
Omni-channel view on the customer
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Turn Data into Useful Insights
Customer Engagement
Right action – Right time – Right person
DATAUser profile,
user context…
INSIGHTe.g. “intention
to buy”
DECISIONSelect hot prospects
ACTIONTrigger instant
call-backs, push notifications…
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Person to Person
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CUSTOMER ENGAGEMENT
TECHNOLOGY
DATA
PEOPLE
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The solution
Contact center agentMobile customer
Real-time feedbackon waiting times etc.
User context,location, interests360° view on caller
Omni-channelapps
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THANK [email protected]