nuance at sabio transforming customer contact 2015

1. 2014 Nuance Communications, Inc. All rights reserved. Transforming Self-service Cost, Revenue, Loyalty: Why cant I pick all three? Sebastian Reeve, EMEA Director of Product & Marketing, Nuance June 18th 2015

13. 2014 Nuance Communications, Inc. All rights reserved. 13 Mobile and social media is changing what is deemed socially acceptable Source: Havas Media surveyed of 3,000 UK consumers, 2014 73% of 16 24 year olds have to have their mobile phones with them at all times 67% of 16-24 year olds check their phones during a lull in conversation with friends or colleagues 41% agreed that it was acceptable for brands to send text messages based on location as long as permission had been granted

14. 2014 Nuance Communications, Inc. All rights reserved. 14 BUT: There is a risk generational differences are overstated. Source: Ipsos MORI global trends 2014 (GB) Aged 55+ 35 54 year olds 16 34 year olds Use internet several times a day 82% 78% 68% Aged 55+ 35 54 year olds 16 34 year olds Have shared views about a company or brand via media/blogs/social media in last year 25% 22% 21%

16. 2014 Nuance Communications, Inc. All rights reserved. 16 Do people really use this stuff? Unique Monthly Active Users Monthly Active Users Annual Growth Rate ~1,440M 25-30% ~800M 45-50% ~300M 45-50% ~100M 85-90% ~40M ~0%UK Internet * Nuance combined mobile speech cloud interactions, global *

20. 2014 Nuance Communications, Inc. All rights reserved. 20 Cognitive Technologies Artificial Intelligence Machine Learning Speech Recognition Natural Language Understanding Biometric Authentication User expectations driven by disruption. Consumer technology is changing expectations on the enterprise Consumers Baby Boomers Millennials Gen X Enterprises Retail Telecoms Finance Device OEMs Apple, Google, Microsoft Samsung, Sony, Tesla, Uber, Driving Demand New Expectations Innovative Experiences You are here!

23. 2014 Nuance Communications, Inc. All rights reserved. 23 Defining the next generation of human-computer interaction: Intelligent Systems Deeply invested in creating effortless and natural user experiences Best known for rapidly advancing voice-recognition technology Reinventing the relationship between people and technology

24. 2014 Nuance Communications, Inc. All rights reserved. 24 Customer expectations for Easy service. Key finding: Customer Effort Score is more correlated with loyalty and conversion than any other metric Dixon, M, Freeman, K & Toman, N (2010) STOP trying to delight your customers. Harvard Business Review, 88 (7/8), 11622

25. 2014 Nuance Communications, Inc. All rights reserved. 25 THE BUSINESS CASE FOR THE EFFORTLESS EXPERIENCE Low Effort High Effort 1% 81% Low Effort High Effort 88% 4% Low Effort High Effort Repurchase 94% 4% Low-Effort Experience High-Effort Experience Overall Disloyalty 9% 96% Source: CEB analysis. Increased Spend/ Share of Wallet Negative WOM

26. 2002-2013 Nuance Communications, Inc. All rights reserved. Page 26 Capabilities driving easy experiences. Areas of focus for consistently low effort omni-channel self service Simplified yet granular navigation gets users where they want to go in as few steps possible. Navigate Using Biometrics to improve convenience and security of authentication Authenticate Conversational dialog helps users complete transactions by guiding them naturally Transact High-accuracy knowledge mining that delivers Answers, not just search results Answer Natural Conversational Precise Secure Using context to seamlessly escalate to an appropriate resource Escalate Contextual

27. 2014 Nuance Communications, Inc. All rights reserved. 27 Leading experience: So, in a few words, whats the reason for your call? clear intent (10) [52%] 1-2 follow-on questions (15) [30%] Vague (ask again) (30) [9%] Most calls are like these: But some are not so straightforward! Background noise Not sure about technical terms

28. 2014 Nuance Communications, Inc. All rights reserved. 28 Reduce Transferred Calls by 20% >90% Tagging of Call Driver (intent) Increased Self Serve Utilisation by 30% No negative impact on Customer Satisfaction In fact, side-by-side comparison showing modest (1%) improvement! Leading experience:

29. 2014 Nuance Communications, Inc. All rights reserved. 29 Leading experience: 4% Customer Satisfaction 84 Staff freed for other priority work Remove the need for a customer to listen to menu options - Fast & Easy Understanding the long tail of customer needs provides: Increased accuracy of transfer to the right advisor Increases in sales and automation opportunities

30. 2014 Nuance Communications, Inc. All rights reserved. 30 Granular insight into demand. The process of collecting customer answers gives unparalleled insight into why customers are calling and in what volume: What requests should be prioritised to which agents? What could be automated that we are not already addressing? Are there niche call-types which should be handled in a special way? IVR IVR !

31. 2014 Nuance Communications, Inc. All rights reserved. 31 Call Steering Business Outcomes Cost Saving Self-Serve - 28% uplift in utilisation vs. DTMF Transfers - 16.2% reductions in transfers Repeat calls - 2% reduction (within 7 days) AHT reduction - Wide range reported Experience & Loyalty NPS improvement - 7% to 16% Customer Rating - 8-10/10 from 44% to 68% Recognition - Correct Tagging Rate of 93.5% Time in IVR - average reduction of 26 seconds Range of measures across existing UK customers: Lloyds, MBNA, Barclays, HMRC, BT, TalkTalk

33. 2014 Nuance Communications, Inc. All rights reserved. 33 Nina is to digital channels as IVR Call Steering is to the phone. Delivers a natural and easy conversational experience, obtains granular customer intent, while increasing self-service containment and sales.

34. 2014 Nuance Communications, Inc. All rights reserved. 34 Ask Jess Launched in December 2013 Dual Languages with more to come English [Jetstar.com] Japanese [Jetstar.jp] Ask Jess is deployed to assistant customers and also support Customer Service Reps. 140k Nina sessions per month 83% First Contact Resolution 67% reduction in Web Chat volumes 10% increase in online bookings Top 5 questions include: I need to change my booking Id like to book a flight

35. 2014 Nuance Communications, Inc. All rights reserved. 35 Customer Service benefits Delivering real value 23%Reduction in live- agent conversations Benefits to Kaspersky Decrease in agent-assisted support by 23% Live-chat closed Higher customer satisfaction Press articles about Lena positive impact on Kaspersky brand Managing peaks during product launches Prequalifying of customer calls/e-mails

36. 2014 Nuance Communications, Inc. All rights reserved. 36 Delivering real value 6.8% Increase in e-store sales conversions At a 11% engagement rate, Nina Web increased the overall Kaspersky e-store conversion rate by 6.8% 54% Lena queries are related to What product should I buy?

37. 2014 Nuance Communications, Inc. All rights reserved. 37 Dominos Pizza Over 10m mobile app users. Business drivers: Increase sales frequency with existing customers Increase average sales amount Attract new customers to Dominos

39. 2014 Nuance Communications, Inc. All rights reserved. 39 Nina Virtual Assistants Business results 6.8% increase in sales conversions 25% increase in purchase value 72% increase 1st contact resolution 44% decrease in escalation 67% decrease in service chat 2x increase in cart conversion

nuance at sabio transforming customer contact 2015

Business

nuance communications

year olds

mobile phones

uk consumers

uk internet

havas media

mediablogssocial media

acceptable source