Delighting Customer Care Experience with Omni-Channel

Cisco Customer Collaboration

Carl Borchardt Asia Pacific Business Development Manager Cisco Collaboration

July 2015

The Way We Work

Has Changed

So have Consumers

Yesterday’s solutions aren’t enough.

Today’s customers want to be taken care of…

at any time, in any location, and on any device.

Business Challenge: Deliver a Total Customer

Experience

Total Customer Experience

Connect Engage Optimize

Interact with clients

across channels

Personalized and

effective

Greater Loyalty, value,

and repeat spending

Effortless Experience

Increase Productivity

Tools and flexibility to

Empower people

Deliver Consistent

outcomes

Single Platform reducing

complexity, for simpler

integration and lower

TCO

Simplified admin,

configuration,

management, services,

and reporting

Omni-Channel

Endemic Customer Engagement Issues

• Mobile is beginning to dominate consumer

engagements & interactions

• Cross channel stickiness and context a

differentiator

• Consumer experience requires more

personal touch

• Customer Care is no more a cost center

(CXO’s)

• Mobile apps proliferate with B2C &

Enterprise

• Plug-ins for web & app voice / video going

away

• Any time, Any place, Any device

• New deployment models

In ~3-5 years, a majority of interactions will originate from mobile and web

Consumer Engagement is evolving Technology & Data Needs Reacting

Total Customer Experience – Moments of Truth

Research Engage Convince Decide Buy Support

Social

Web/

App

Contact

Ctr

Data

Analytics

Store

Community

Tweets Friends and

Family

Interactive App with

Chat and Voice

Mobile Video

Remote Expert

Customer Engagement

Exchange

Immersive Kiosk

Web, Social, Video,

and Self-Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Optimize interactions

with a single platform

and reporting

Omnichannel

Voice

Email

Chat

Work Spaces

Video

Social

Contact

Center

Platforms

Retail

Transit

Financial Services

Healthcare

Insurance

Remote Expert

Enabling the Omnichannel Experience

Kiosk Immersive Mobile

Enabling the Omnichannel Experience

Customer

Remort

Expert

Contact Center Branch

Mobile Remot

eExper

t

… Branches

Remot

eExper

t

Remot

eExper

t

Home

• Seamless Customer Experience

• No Matter Where the Customer and the Expert are Located

Customer Remote Expert

Share and Jointly Control Screen

(Co-Browse)

Draw and Annotate to Educate

Capture User Context (Profile, Online

Activity)

Remote Expert – Mobile Advisor

Content Push (Docs, Links, Videos, Apps,

Visual IVR)

Session Teaching for Audit and Search

Voice or Video Chat with

Movable Window

13

Nationwide Building Society

The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same

time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.

Andrew Nation, Senior Manager, Future Customer Outcomes at Nationwide

“ “ Challenge Solution Results

• Improve customer satisfaction

• Enhance access to experts

• Reduce leakage of business to

competitors

• Deploy customer-facing, virtual

advisors, enabled by Cisco® video

collaboration in retail bank branches

• Facilitate the close of mortgage sales

in branch: printing, scanning,

accessing mortgage advisors from

central pool

• Manage unplanned and scheduled

meetings

• 67% improvement in new mortgage

business

• Double-digit improvement in customer

net satisfaction

• 67% reduction in cost of sale

More than 700 branches

More than $300 billion in assets

Major provider of mortgage loans and savings

American Express

Looking to provide increased

service to high value

(Blackcard) customers

Deliver new omnichannel

business models

Transform customer

experience

Exciting new customer

interaction experiences on

mobile

Deploy customer-facing,

virtual advisors (Remote

Expert Mobile)

NPS increased to 97% for

customers using the capability

Amex immediately broadened

the reach to include Costco-

Amex-Card members

Results Challenge Solution

In working with businesses across the globe we have found that connecting via video

collaboration delivers a more personalized experience over voice alone. With the new video

collaboration capability, American Express is taking their Relationship Care brand of service

to the next level of personalization. Simplicity and ease of use for the customer is key. It

takes the personality of American Express to a new, more engaging level for their customers.

Context Services

Real time Customer Engagement Cloud Based storage of Customer Interaction Data

Mobile

IoE

Phone

IVR

Customer

Journey

Enables a complete

view of the customer

journey

Better-informed

agents provide a

superior experience

Out-of-the-box Cisco

platform integration

Open web interfaces

enable partner

applications

Cisco Customer

Collaboration Platforms Partner Applications

Web

Retail

Email

SMS

Social Media

Chat

Understanding your customer / consumer Mode

Persona Persona

Melissa View

Profile Overview

\

Basic Demographics

Melissa and her husband just moved into their recently purchased semi-

detached home in Annandale a few weeks ago. While she loves her new

home, it has been a stressful period for her with buying a house, moving and

caring for the new baby.

Because of her husband’s long hours, she has also taken over management

of the household, which included setting up the electricity and gas. She has

little time or energy (let alone interest) to do extensive research into utilities

given everything going on in her life.

She likes to deal with companies that make her life easier and likes that

they cater to her lifestyle – she’s busy!

Melissa knows that she can reduce her power bills by using the solar that is

installed in her new house and wants to tap in to the local supply to keep her

costs down.

Timeline

\

Devices

User Needs Ambitions • Convenience, save time

• Make an informed decision easily

• Reduce stress in her life e.g.

finances

Influencers Husband

Parents

Online Forums

Attitudes toward the category

TABLET

63.7%*

COM{PUTER

87.9%

Brands

Internet Activities*

33 years old

Married with 3 month old son

Lives in Annandale, NSW

Homeowner

SAHM

\

SMARTPHONE

81.4%*

Sites

Friends

Searched

‘local power

Annandale’

Visited

Origin

Marketplace

Validated

pricing with

husband

Connected

to grid on

mobile

Traded

power with

neighbours

Receiving

pricing

updates

• To run her household efficiently

and economically

• To find balance between chores

and playing with her new baby

• Spends little time worrying about

her gas and electricity – wants a

service that automates pricing for

her

• Tries to minimise the amount of

[power she buys from the grid

INTERNET ENABLED TV

11.6%*

Online savvy, over-indexes on activities that

provide convenience e.g. shopping, banking as

well as social networking

Omnichannel Customer Collaboration

VIDEO

MOBILE SOCIAL

CUSTOM

SOLUTIONS

EMAIL,

WEB, CHAT

MULTICHANNEL + CONTEXT = OMNI-CHANNEL

Cloud

Cloud

Customer Customer Collaboration Cloud Agents

Cisco Confidential 24 © 2011 Cisco and/or its affiliates. All rights reserved.

• Focus on core vs. context

• Rapid deployment

• Reduced IT support expenses

• Bundled transport costs

• Pay-for-use models

• Embrace global agent pool

• Reduced capex

• Less obsolescence

• Improved business agility

“Current budget restraints, limited

IT expertise and unwillingness

to undertake large capital

expenditures is a driving force

for this shift in buying

behaviors.”

ELIZABETH HERRELL,

FORRESTER RESEARCH

Cloud Based Customer Care Financial Benefits, Cost, and Value Drivers

Forrester, The CaaS Market Heats Up

Communications-As-A-Service Generates High Interest

And Will Soon Displace Premises-Based Alternative, May 27, 2010

Closing Thoughts Three Waves of Contact Center Innovation

Wave 1:

Voice Channel

Wave 2:

Multichannel

Customer

Care Center

Branch Online

Wave 3:

Cloud, Context & Omnichannel

Web

Mobile

Contact Center

Email

Voice Brick and

Mortar

Kiosk

Social Media

Chat

SMS

Customer

Closing Thoughts

Customer expectations have changed

Success requires connection,

engagement, and optimization

Consider omnichannel, mobility, video,

and cloud

Platform for today and the future

Move toward the total customer

experience