embracing the millenial challenge: the convergence …€¦ · purecloud engage now available in...
TRANSCRIPT
EMBRACING THE MILLENIAL CHALLENGE:
THE CONVERGENCE OF CUSTOMER ENGAGEMENT,
COMMUNICATIONS AND COLLABORATION
Martina Knappe - Head EMEA Marketing
RISE OF THE DIGITAL NATIVE
OMNICHANNEL AND THE POWER OF THE CUSTOMER
Power to the People!
• 60% of customers are prepared to pay extra for better
customer service.
• 59% try a new brand or a new company in the hope for a
better customer experience.
• 86% of customers move to another provider or company
because of a negative customer experience.
Companies view customer
experience (CX) as one of
their top priorities
Use customer experiences
as a competitive
differentiator The State Of Customer Experience, Management, 2013
Companies will tie CX to revenue
WHERE WE SEE THINGS GOING
Communications Markets in Motion
CUSTOMER ENGAGEMENT
COMMUNICATIONS
COLLABORATION
The Vision for the Future
C
CRM ERP
HR Customer Engagement
Communications and
Collaboration
OMNICHANNEL AND THE POWER OF THE CUSTOMER
Employees work
from anywhere
Hours of operation
are anytime
Companies support
worldwide locations
Collaboration & Communication Problems
Challenges with today’s complex business environment
Unified
Communications Enterprise
Collaboration Content
Management
Collaboration & Communication Problems
A fragmented industry trying hard to be the answer
PURECLOUDCOLLABORATE℠
PURECLOUDCOLLABORATE℠
The next frontier: Choose your advisor
PURECLOUD Engage Now Available in Europe
21 Years of Customer Engagement and Business Communications Leadership
• Single, open platform for collaboration, communications, and customer
• >6,000 customer deployments globally
• >2,000 employees worldwide
• $341 million in 2014 revenue; cloud revenue up 77 percent
• Fast growing patent portfolio: 100-plus patent/patent applications
• Recognized leader in the contact center market by Gartner, Forrester,
Frost & Sullivan, Ovum and other major analyst firms
Recognition
Worldwide Operations
Amsterdam
London
Frankfurt
Johannesburg
Riyadh
Dubai
Copenhagen
Oslo
Stockholm
Warsaw
Madrid
Paris
2000+ Employees 6000+ Deployments
Where we Operate in EMEA
Stockholm
Oslo
Copenhagen
Dubai
Amsterdam
Capetown
Johannesburg
Riyadh
London
Frankfurt
Paris
Madrid
Warsaw
1000+ Existing Customers - EMEA
