the connected digital experience - cisco - global …...consumer self service knows about consumer...
TRANSCRIPT
Topics
1 The Business Challenge and Trends
2 The Cisco Connected Digital Experience
3 Example Use Case
4 Getting Into Action
What do we mean by . . . ?
dig·i·ti·za·tion /dij-i-tahy-zā-shən/
1) Leveraging Technology to Simplify a Business Across Its Entire Value Chain
2) Orchestrate and Accelerate the Business Through Technology Automation
3) Insightful Analytics that Accelerate Decisions and Validate Outcomes
Digital Enterprise: An organization or business that uses technology
as a competitive advantage for all its internal and external operations
89% of Companies Are Competing on Experience
However < 10% Exceed Customer
Expectations on A Regular Basis
Disruptive Business Models
“Disruptive Business
Models”
Owns no vehicles. Creates no content.
Has no inventory. Owns no real estate.
“Our Return on Invested
Capital is 11.5%, our Net
Interest Margin rose to
3.8% and we Increased
share buybacks by 9%.”
- CEO 2005
”Our Customer Experience
Index rose by 6%, NPS rose
by four points, and profitability
rose 6% based on improved
customer retention.”
- CEO 2014
C-Level CX Awareness
Four Macro Trends in Customer Care
From “Reactive”
to “Proactive”
“Contextual and
Boundary
Crossing
Experiences”
Web & “Mobile
First” Digital
Customer
Experience Shift
“Low Effort”
Interactions
Customer Effort
#1Repeat
Contacts(First Contact Resolution)
#3Repeat
Information(Institutional Knowledge)
#2Generic Service(Differentiation)
#5Transfers(Channel Switching)
#4Additional
Effort(Perceived)
Source: CEB
Five Key “Moments of Truth” Drive Disloyalty
They Spend
More
$$
They Stay
Longer
They Tell Their
Friends
“Word of mouth generates more
than twice the sales of advertising.”
-McKinsey & Company
They Provide
Feedback
Four Loyalty Behaviors Drive Growth
Businesses Are Still Looking for Answers . . .
Multichannel
Voice/Data
Omni-channel
?
Connected DigitalExperience
Contact Center is JUST one step
Connected journeys are driving the next wave of innovation – Cisco plays throughout
Historically, Customer Care Was Highly Associated With
The Contact Center
ConversionEngagementDefection
GoalRequest + Loyalty
Prospect Customer
Enterprise Fulfillment
Mo
bile
Au
to-
ma
ted
Off
er
Web S
elf-
se
rvic
e S
ale
Custo
me
r
Su
pp
ort
Exp
ert
Fo
llow
-up
Ba
ck
Off
ice
Connected DigitalExperience
Contact Center is JUST one step
Connected journeys are driving the next wave of innovation – Cisco plays throughout
Now, The Customer Care Experience Spans Both The Customer
Value Chain And “The Customer Lifecycle”
ConversionEngagementDefection
GoalRequest + Loyalty
Prospect Customer
Enterprise Fulfillment
Mo
bile
Au
to-
ma
ted
Off
er
Web S
elf-
se
rvic
e S
ale
Custo
me
r
Su
pp
ort
Exp
ert
Fo
llow
-up
Ba
ck
Off
ice
#1: Make the best product.
#2: Become the low-cost, most efficient provider.
#3: Deliver the best customer experience (CX).
Three Ways To Differentiate
Increasingly CX is the most sustainable way to create enduring business success.
The Cisco Customer CareConnected Digital Experience Is
Contextual Continuous Capable
Connected Digital Experience Is - Contextual
Personal
Know how your
customers have
engaged
with you before
Any channel
Put your customers in
charge of how and when
they connect with you
Effortless
Make it easy for your
customers to do
business with you
Digital
Engage with
digitally savvy
consumers
Connected Digital Experience Is - Continuous
Relevant
Connect
throughout the
customer lifecycle
Inbound
Engage on any
channel, at any
time, with the
right resource
Automated
Deliver
personalized
self-service
Outbound
Enable
proactive touch
Back office
Support new
interactions with
video, text, and the
Internet
of Things
Connected Digital Experience Is - Capable
Efficient
Connect your
customers
with the
right resources
Flexible
Deploy to fit
your business
Extensible
Open APIs
to your
applications
Resilient
Mission-critical
resiliency
Secure
Built on the
Cisco® network
Scalable
To thousands
of resources
Network OutageMobile Alert To
Consumer
Self ServiceKnows About
Consumer Situation
Connects to Agent With Context For Brand Recovery
The End Result: A Connected Digital Experience -Example
PODs Created
Connected Digital Experience Solution
Speech
Apps
Voice
Mobile
Care
VideoSocial
Media
Web Call
BackChat
Immersive
Video
Kiosk
3rd Party
Apps
Mobile
Care Apps
Video
RSS
Rest API for
Custom Feeds
Web-
Channel
Partners
IoT
The Connected Digital Experience Spans the Customer Lifecycle
Cisco
Connected
Digital
Experience
Repurchase
Sentiment
Retention
Interest
Acquisition
Exceptions
Key points
1 Customer Experience is the key differentiator
2 Analyze Your Customer Journeys: 360º view
3
Choose the right partner4
Join IT and Line of Business