Post on 13-Feb-2017
How smart is changing customer supportEnhancing Customer
ExperienceCustomer Contact Europe June 2016, Athens, Frost&Sullivan Executive MindXchange
SHOULD WE CARE?
Internet of Things
environment
EE E
CC
product price
experience
C
one perfectly ordinaryDAY
https://www.youtube.com/v/5u8-kXUqPI8
sencedata
informationknowledge
WISDOM
back to the market place
must begin with
empathy simplicit
yis the key
WOW!your customer
changeorganisatio
n technical - cultural - procedural fun
proactivesmartdesign
Talk! THINGS + SENCE & video
impact
Customer satisfaction TR*M index
NPS +123%
profitability +35%
KEY take-aways
IoT: change the way we work and live
main brand differentiator experience
wisdom - simplicity - communication - speed
smart solutions require smart employees
proactivity most important customer care alteration