Aspect | Executive Customer Contact Exchange

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Stew Bloom Chairman & CEO

Draft agenda – not for external distribution. For more information on the Executive Customer Contact Exchange please visit:

www.customercontactexchange.com

Developed by: Independent Research Partner:

17th – 18th October, 2013 Miami, Florida

Welcome to the Executive Customer Contact Exchange 2013 Balancing The Delivery Of A Consistent Multi-Channel Customer Experience & Meeting

The Needs Of Your Shareholders

2013 Executive Customer Contact Exchange Speakers

CHAIRMAN Mike Ashton Managing Director ABCG Training & Consulting x Specializes in helping clients drive

commercial value from their investments in brands and customer experience

x Has had senior roles at Procter & Gamble, Johnson & Johnson and Hilton, where he was the CMO

Jasmine Green VP and Chief Customer Advocate Nationwide Insurance x Previous Chief Customer Officer of the year x 30,000 employees, with more than 16 million

policies in force x Serves as a champion for customers across

the entire range of Nationwide’s business lines

Teresa Laraba Senior Vice President Customers Southwest Airlines x Extends the same concern, respect, and

caring attitude for employees that they do with external customers and partners

x With Southwest Airlines since 1984 The worlds largest low cost carrier with more than 46,000 employees

Traci York Regional Vice President Starbucks Coffee Company x US$ 13.29 billion revenue and 149,000

employees x Closed all 7,100 stores for 3 hours to

retrain baristas on creating a branded customer service experience (20 employees per store, that’s 426,000 man hours, $3M+ in wages, and 21,300 hours of lost revenue)

Brian Brueckman SVP of Customer Service T-Mobile x Responsible for customer care in the

eastern region - 5 inbound contact centers

x $150M annual budget and 2500+ employees

x Headed training program with 83% productivity gain and 30% quality improvements of new CSRs

Ron Essig SVP, Global Owner Services Marriott Vacations Worldwide x Average Owner satisfaction score of 94% x 79% Associate Engagement score - in the

Global Best Employer category by AonHewitt x 2013 Stevie® Award for Customer Service

Company of the Year

Doug Sash SVP Customer Care Experian x Restructured operations to be a profit center

focused on customer experience, increasing retention, agent efficiency and revenue generation

x Responsible for over 1000 agents and 6 contact centers

x Recently launched one new captive and three outsourced centers

Denise Leleux VP North America, Customer Experience eBay x 27,770 employees x US$ 14.07 billion in revenue in 2012 x Understanding the eBay customer

experience journey is a multi-layered process as the needs of their vast array of consumers vary dramatically. They represent this journey through detailed maps directed at key stakeholders and audiences

Laurie Giammona Vice President, Customer Experience & Service Pacific Gas and Electric Company x US$ 13.29 billion revenue and 149,000

employees x Closed all 7,100 stores for 3 hours to

retrain wages, and 21,300 hours of lost revenue)

Bob Simmonds

VP Travel Operations Disney Destinations LLC x Responsible for creating the most magical

experience possible for Guests planning to visit Disney destinations worldwide

x Continual organizational and cultural drive to take what they currently do and do it better

Karen A. Hartzell Vice President Customer Care Comcast x Responsible for service productivity &

quality standards and metrics x Responsible for 1,300+employees and 1.8

million customers in more than 300 communities

x Improved sales between 15 and 35% without increasing expenses

x

Jim Nagle VP, Contact Center Operations Kohl’s Department Stores x Supports 20+ million customers x Oversaw a major innovation that improved

Associate and Manager Performance over 15%, declined turnover amd saw 90% of all calls answered under 20 seconds, and VOC scores exceed 90%

Kathy Dalpes Vice President, Global Customer Service Spotify x Over 13 million active users x Previous global roles at companies

including Belkin, eBay, Skype and AT&T x The executive team is aligned on its

central vision to deliver music to people wherever, and whenever, they want to consume it

Adriana Torres Global Head of Customer Care Services Visa x Has spearheaded a global strategy that

opened cross-border banking for clients and increased business 100% yearly

x Merged 23 Latin American country centers into a single point of contact

x Previously Global Head of Contact Centers at Citi

Stephen Sorenson Senior Director, Consumer Global Support Experience Microsoft x Responsible for support planning, delivery

and transformation of our consumer support experiences

x 94,000 employees x $73.72 billion

Kerry Bodine Vice President & Principle Analyst Forrester Research x Coauthor of the book, Outside In x Research, analysis, and opinions appear

frequently on HBR, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age

Christine Comaford Corporate Culture Leader, Presidential Advisor & NYTimes Bestseller Christine Comaford Associates LLC x NYTimes Bestselling Author x Consultant to the White House (both

Clinton & Bush Administrations) and 700 of the Fortune 1000

x Sold 5 of her own businesses with an average 700% return on investment

Michael Schanker VP Marketing Lithium x Over 300 customers globally and 30+ million

users x Lead marketing initiatives for Lotus

Software, IBM, Zurich Financial Services, COLT Telecom and Adobe

x Helps customers including Sephora, BT, Home Depot and Skype drive business value from social

Executive Customer Contact Exchange Trump National Doral Miami October 17th

©2013 Aspect Software, Inc. All rights reserved 2

Smartphone penetration in the US reached 50% in February 2012. By 2016, more than 60% of inbound customer service interactions are likely to come from devices other than landlines.

The Role of the Contact Center Has Changed Forever.

WE BELIEVE…


The New Voice of the Customer Customers now have limitless ways to make their voices heard – whenever, wherever and however they choose.

©2013 Aspect Software, Inc. All rights reserved

THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS …has given customers limitless ways to make their voices heard – whenever, wherever and however they choose.


It is now more important than ever to evolve your contact center to meet the needs of today’s customers

‣  Channel preference is rapidly changing ‣  Mobile solutions are becoming a

must-have ‣  Omni-channel service is becoming

more important than multichannel service

‣  Customers expect proactive outbound for customer care

‣  Customer service is moving from cost center to differentiator

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Forrester Research, January 2013


iPods changed the media industry. iPhones ramped even faster. iPad growth is at 3x iPhone.

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iPad iPhone iPod

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iPad iPhone iPod

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iPad iPhone iPod

First 8 Quarters Cumulative Unit Shipments, iPod vs. iPhone vs. iPad

Source: Apple, as of CQ1:12 (8 quarters post iPad launch).

iPods Changed Media Industry iPhones Ramped Even Faster iPad Growth (3x iPhone) Leaves “Siblings” in Dust

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Despite Tremendous Ramp So Far, Smartphone User Adoption Has Huge Upside

0

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2,000

3,000

4,000

5,000

6,000

7,000

Smartphone Mobile Phone

Glo

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Global Smartphone vs. Mobile Phone Subscriptions, Q4:11

Source: Mobile phone subscriptions per Informa (as of Q4:11), Smartphone subscriptions estimate based on Morgan Stanley Research’s estimated smartphone user as % of total mobile user at the end of 2011 (16%).

Note: While there are 1B global 3G subscribers as of Q4:11, not all of them were smartphone users. One user may have multiple mobile subscriptions, therefore actual user #s may be lower than subscriber #s.

953MM Smartphone

Subscriptions

6.1B Mobile Phone Subscriptions

11 7 7

Despite the tremendous ramp so far, Smartphone user adoption still has a huge upside

953M

6.1B


It’s all fueling a collision of “re-imagination”

…with new “consumer powered preferences”


Customer Experience

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Meet & Seat

View passengers’ social media

profiles

Pick a seat-mate


Customer Experience

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Pizza Button

Dubai’s Red Tomato Pizza

Bluetooth connected

fridge magnet


Mass dialog with customers 6 year supply chain cycle A social media uproar Averts a brand erosion disaster

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Super Bowl marketing: 16 months in planning.

Millions of dollars of broadcast advertising.

Then a priceless moment representing opportunity, decisiveness, and a bold move.

Oreo rose above the noise.

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Oreo Cookie ✔ @Oreo Power out? No problem. pic.twitter.com/dnQ7pOgC 5:48 PM - 3 Feb 2013


Social Customer Care – The New Normal

Yet…

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Gartner: Getting It Done: Social Customer Service in Action Customer 360 Summit , Jenny Sussins, May 1-3, 2013

of Tweets to brands go unanswered1

1Martiz 70%

Expectations for Response

A fully-integrated platform can deliver remarkable customer experiences.

SMART NOTIFICATIONS

Based on Thresholds,

Process Flows & Preferences

AN ENGAGED WORKFORCE

Agent Forecasting &

Scheduling

OMNI-CHANNEL INTERACTIONS

Chat | Voice | Mobile SMS | Email | Social

PERSONALIZED RELATIONSHIPS

Enterprise Data Integration

& Intelligent Routing

…and places the contact center in the middle of new consumer, business process and technology interactions

Newlyweds considering buying their first home. They are the perfect prospects for ABC Financial’s new Facebook promotion offering online interactive loan pre-qualifications.

Meet Jeff and Sarah.

Based on historical promotional effectiveness data, ABC Financial uses Workforce Management to forecast the types of loan advisors needed to handle the expected number of inquiries.

ABC Financial will be ready for Jeff and Sarah

Meet Gabe.

Based on its forecasting, ABC Financial adds an extra shift on Saturday. Shift bidding is opened up to agents with Gabe’s skill set to recruit them for the promotion. Gabe signs up for the weekend – and he’ll will be rewarded for his efforts.

Sarah sees ABC Financial’s real-time interactive pre-qualification promotion on Facebook.

While paying bills online…

Sarah clicks on the link and fills out the form, but decides to request more information

Sarah’s incoming chat request is routed to Gabe since he is skilled in multichannel customer engagement and trained on the Facebook promotion.

At ABC Financial…

Gabe accesses ABC’s Financial Facebook app and preloads loan types, down payment information, rates, and county location into a loan application. He emails Sarah the link.

ABC Financial makes it easy for their clients to do business with them

Jeff! You’re not going to believe the great news I have to share… J

Really? Can’t wait to hear.

I just got us pre-qualified for a $450K home loan!

WOW! Really? Did you happen to ask about the rates? They’re falling

Emailing you a link now.

Sarah & Jeff are pre-approved and she can’t wait to tell him.

Completing the pre-qualification process

Turns out there are a lot more people like Sarah interested in the mortgage promotion than anticipated so a broadcast goes out via the workforce mobile app to recruit more agents including those who work-at-home

Meanwhile…

Jeff decides to follow up with ABC Financial and clicks on the link Sarah forwarded to talk to an agent.

Smart routing identifies the source of the incoming call from Jeff and routes it to Gabe. Sarah’s application record is automatically displayed ensuring great continuity of service.

Gabe is able to answer all of Jeff’s questions.

Jeff thinks rates will drop so asks to be notified when that happens.

Gabe now has Jeff’s mobile number on file and enrolls him in their rate notification service.


Keeping it together for a great customer experience

The CRM system at ABC Financial captures all the activities and information associated with the customer:

•  The originating marketing campaign •  Sarah’s incoming call •  Sarah’s pre-approval application •  Jeff’s inbound call •  Sarah and Jeff’s client profile

YES

ABC Financial Rate Alert! 30-year Fixed: X.XX% 30-year ARM: X.XX% txt ‘YES’ 2 receive security code

Apply Online Securely: www.abcbank.com/apply Code: XX1Y34

Jeff receives a rate change alert. The notification allows him to interactively reply and have a security code sent to him to access the mortgage application.

A few days later…

Saturday a.m.

Sarah and Jeff complete their application online, requesting that they be updated on their loan during the approval process.

Your Approved!

Sarah and Jeff are able to select their notification preferences so they only receive alerts they consider important.

Sarah takes to the social sphere to tell her friends about their new house.

Sarah Smith @sarahsmith

Our new house! 11 minutes ago via Twitter

ABC Financial @abcfinancial

Congratulations on your new home J 11 minutes ago via Twitter

Meanwhile…

Gabe is alerted that their loan funded…and is notified of Sarah’s recent tweet

Omni-channel Engagement The channel of customer choice from start to finish

A Workforce Management The right agents at the right time – for them and your business

B Intelligent Routing The way forward to consistent and informed client interactions

C Secure Interactions Protecting your business and customers’ confidentiality

D Self-Service and Proactive Notification Keeping clients informed according to their preferences

E Social Interactions Social dialogues as powerful avenues for customer service

F

Welcome To The Relationship Revolution.

SMART NOTIFICATIONS

AN ENGAGED WORKFORCE

OMNI-CHANNEL INTERACTIONS

PERSONALIZED RELATIONSHIPS

Three unique contact center experiences….


Click to schedule a technical support call Live chat enabled Email enabled Real-‐>me alignment of capacity to customer needs drives agent u>liza>on and great customer experience

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Mayday buDon

Amazon releases new Kindle Fire HDX tablet with one-‐touch ‘Mayday’ buDon to connect consumers to live video chat with agents.

•  Amazon promises live agent support

within 15 seconds.

•  Will log and analyze call data in order to

improve OS, customer experience.

•  Bezos: “Every call you’re telling Amazon

how to be beDer.”

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Pick your own agent

Developed on Aspect's Unified pla\orm Trupanion is developing the ability for their customers to select specific customer service agents. •  Web-‐based solu>on offers agent

profile, and product/pet exper>se •  Will show agent availability through

Lync presence •  Solu>on business case >ed delivering

increased sales conversion rates, improved service levels and increased outbound volume

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©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

email: [email protected] sms: +1 818.519.3768 skype: stewbla

email: [email protected] sms: +1 407.967.8434 skype: johnamein

Visit www.revolutionary-relationships.com or chat with Stew & John here at Doral Thank you for listening!

Aspect | Executive Customer Contact Exchange

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Transcript of Aspect | Executive Customer Contact Exchange