CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENT · 2017-03-22 · customer engagement employee...

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1 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENT Presented by Regis Mace Director Genesys Solutions Consulting for Benelux, Nordics & Baltics [email protected]

Transcript of CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENT · 2017-03-22 · customer engagement employee...

Page 1: CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENT · 2017-03-22 · customer engagement employee engagement business optimization design exceptional relationships with all your customers

1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENTPresented by Regis MaceDirector Genesys Solutions Consulting for Benelux, Nordics & [email protected]

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THE FUTURE IS CONSTANT CHANGE

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2020

TRENDS

Technology causes massive

change in allbusiness verticals

Artificial Intelligence will be on the move: the

singularity

Video & Augmented reality are a normal part

of CX

We will have 35 billion IOT

equipped devices

Cognitive computing: Big Data & Machine learning

creating new innovation

UBER-ization of society, down to

the Agent

Consumers own, manage & monetize

their data: ‘Block Chain’

99% of all conversations

start online

Multimodal CX is the norm seamless

between self & assisted

Micro personalization and advanced

biometrics based authentication

New speech baseddevice paradigms:

wearable, proximity & sensors

Messaging based channels will

overtake Voice volume wise

CX will be delivered mostly from the

Cloud

DATA is the new currency, CX the

new differentiator

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STATE OF THE INDUSTRY

16%

2014

2016

75%

EXPECTED INCREASE IN SELF SERVICE IN 2016

CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING

35%

2014

2016

NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS

51%

STILL CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES

The voice channel is becoming a secondary entry point and focuses on more complex queries

The increased usage of channels requires ‘outside in’ omnichannel thinking

Self Service is not about deflecting, but about attracting

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LOOKING AT TODAY...

DID YOU MAKE CX PROGRESS IN YOUR INDUSTRY?

IS YOUR HUMAN CAPITAL EMPOWERED AND ENGAGED?

IS THE CUSTOMER REALLY NUMBER ONE?

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◉ Inconsistent and impersonal experiences

◉ High effort required to find resolution

◉ No predictability of outcomes

◉ Inside-out channel design, separation of voice and digital channels

◉ Having to repeat information

EXCEPTIONAL CX RELATIONSHIPS ARE RARE

“I CAN’T SEE MY CUSTOMERS THROUGH MY CHANNELS”

Merijn te Booij, 1999

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7© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary7

AS ARE ENGAGED EMPLOYEES

◉ Increasingly complex tasks as easier ones are automated

◉ Unable to find information or frustration due to lack of system-based support

◉ Unfair distribution of work

◉ Dealing with customers’ polarized emotions

Result: poor workforce performance and high turnover

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WHILE OPERATING COST KEEP INCREASING

◉ High hiring and training cost

◉ Inefficient operations

◉ Fragmentation through point solutions

◉ Degraded customer experience, agent performance

◉ Increasing operational expense

◉ Multiple organizational silos across marketing, sales and service

◉ No real transparency outside the front office

◉ Disconnected Point of Sales

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FRUSTRATED CUSTOMERS UNENGAGED EMPLOYEES MONEY DOWN THE DRAIN

◉ Inconsistent and impersonal experiences

◉ High effort required to find resolution

◉ No predictability of outcomes◉ Separation of voice and digital

channels◉ Have to repeat information

◉ Increasingly complex tasks as easier ones are automated

◉ Unable to find information or frustration due to lack of system-based support

◉ Unfair distribution of work◉ Resulting in poor workforce

performance and high turnover

◉ High hiring and training cost◉ Operations remain inefficient◉ Fragmentation through point solutions

degrades customer experience, agent performance and increases operational expense

◉ Multiple organizational silos across marketing, sales, and service

TODAY’S STANDARD

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Mobile

IVR/Contact Center

Personal

Web

SocialStarting on the web

Talks

Chat

Transfer

Social Media

Tweet

IVR/Mobil

E-mail

Questions

Agent has no visibility in the journey

Agent: Limited information about the customer experience

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Repeat

information

Different answers

depending

on channel

Difference in

service level

depending on

channel and day

Trademark

perceived

differently

Driving

cost

Do not treat your customers in silos!

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STATE OF THE INDUSTRY

16%

2014

2016

75%

EXPECTED INCREASE IN SELF SERVICE IN 2016

CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING

35%

2014

2016

NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS

51%

STILL CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES

The voice channel is becoming a secondary entry point and focuses on more complex queries

The increased usage of channels requires ‘outside in’ omnichannel thinking

Self Service is not about deflecting, but about attracting2000s 2016

Digital channels

Customer satisfaction/experience

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SO?

DID WE MAKE CX PROGRESS IN OUR INDUSTRY?

IS OUR HUMAN CAPITAL EMPOWERED AND ENGAGED?

IS THE CUSTOMER REALLY NUMBER ONE?

NOT REALLY

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IN THE AGE OF THE CONSUMER, THE CUSTOMER IS KING

NOT ONLY THAT,

THEY EXPECT

NOTHING ELSE

TODAY

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THE NEXT CX REVOLUTION IS HAPPENING NOW

CUSTOMER MOMENT ERA1900-2000

CUSTOMER EXPERIENCE ERA2000-2015

CUSTOMER RELATIONSHIP ERANOW

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CX VALUE GAP

+52%-40%

THE COST OF DOING NOTHING THE BENEFIT OF ACTION

5 YEARS5 YEARS

LOWER PROFITSNO MINDSHAREDECREASING MARKET SHAREINCREASING ACQUISITION COSTGROWING CHURN

GROWING PROFITSMIND- & APP SHAREINCREASING MARKET SHARELOWER ACQUISITION COSTLOW CHURN

92%

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WHAT IF YOU COULD…

CREATE EXCEPTIONAL RELATIONSHIPS WITH YOUR CUSTOMERS

MAKE YOUR EMPLOYEES THE CEO OF EVERY MOMENT

ALWAYS BE ON TO USE INNOVATION FOR DIFFERENTIATION

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YOU CANTHE GENESYS CUSTOMER EXPERIENCE PLATFORM

DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS

EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY

RUN YOUR BUSINESS AS A SMART BUSINESS

CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION

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Route each interaction to the best resource possible

Deliver personalized, predictable, and proactive experiences

Support all channels – voice and digital – across your entire enterprise

Virtualization: Monitor and manage your global operations

Empower with a single omnichannel desktop

Proactively monitor and engage on your website or mobile application

Meet and predict customer commitments in real time

Consistently manage your workforce across all channels

GENESYS OMNICHANNEL ENGAGEMENT

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SEAMLESS AND CONSISTENT CUSTOMER EXPERIENCE THROUGH OVERALL ORCHESTRATION

Universal Queue

Routed tothe right agent

at the right time.

80% - 20 sec

3 hours

1 hour

6 hours

2 min

• SLA Management across the customer journey• Make intelligent decisions based on context• Offer variety of work to your workforce• Single desktop to increase efficiency• Access to customer information and knowledge

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MANAGE CUSTOMER LIFECYCLES

LIFE EVENT

POWERED BY THE

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Targeted at touching people witha focus on conversations between employees and consumers. Attention to personalization, real-time decisioning. Designed to be unstructured and adaptive to change.

Analytical information derived from system of record sources including

behavioral and other third-party data. Designed to be highly scalable.

Targeted at employees and processes. Focused on recording

transactions and accounting data as part of primary business processes.

Designed around status, object-oriented and slow to change.

GREAT CX NEEDS A SYSTEM OF SYSTEMS

SYSTEM OF RECORD

SYSTEM OF INSIGHTS

SYSTEM OF ENGAGEMENT

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THE GENESYS CUSTOMER EXPERIENCE PLATFORM FOCUS

CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION

DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS

EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY

RUN YOUR BUSINESS AS A SMART BUSINESS

BACK OFFICE & BRANCH INTEGRATIONMULTIMEDIA COMMUNICATIONSWORKLOAD MANAGEMENTOMNICHANNEL ANALYTICSCOMPLIANCEWEB SERVICES

WORKFORCE OPTIMIZATIONOMNICHANNEL AGENT WORKSPACEAGENT KNOWLEDGE

OMNICHANNEL ORCHESTRATIONSELF-SERVICE MICRO APPLICATIONSDIGITAL AUTOMATIONPROACTIVE & PREDICTIVE MATCHINGHYPER-PERSONALIZATIONNOTIFICATION SERVICES

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POWERS ALL CLOUD AND PREMISES SOLUTIONS

◉ THE BROADEST SUITE OF ENGAGEMENT CAPABILITIES

◉ IN CLOUD, ON-PREMISES OR IN HYBRID MODE OF BOTH, DEPENDING ON YOUR PREFERENCE

◉ NO LIMITS: ALMOST 25 BILLION ENGAGEMENTS PER YEAR ORIGINATING FROM 170 COUNTRIES

◉ ONE SOFTWARE CODE BASE FOR SMALL & LARGE, FOR ON-PREMISES & CLOUD WITH CLOSE TO A 1000 PATENTS

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GENESYS IS A LEADER IN CONTACT CENTER INFRA

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ABOUT GENESYS

8 OUT OF 8YEARS THE MARKET LEADER

NUMBER 1 CLOUD CX VENDOR

GLOBALLY

CLOSE TO 25 BILLION

ENGAGEMENTS EVERY YEAR

3,000ENGAGED & PASSIONATE EMPLOYEES

INNOVATOR MORE THAN

1,000 PATENTS

MORE THAN 95%

CUSTOMER RETENTION

4,700CUSTOMERS IN

120 COUNTRIES

CREATOR OF THE #1 CX PLATFORM

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HOW DO WE MEASURE SUCCESS?

9% Increase in first call resolution and +8% NPS

@TELSTRA

Back office productivity increased 34%

@VODAFONE GROUP

@GROUPAMA

30% Increase in sales & 20% agent efficiency gains

95% Self-service & 10% CSAT improvements

@DNB@ONLYINMICHIGAN

Reduced call volumes by 45%

8-Day reduction in delinquent accounts

@NAB

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GENESYS @ VODAFONE

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WHAT DO CUSTOMERS SAY?

“With a cloud contact center model from Genesys, we’ve been able to reduce maintenance and management expense, while meeting our global disaster recovery and business continuity requirements.”

LEE CONGDONCIO

“As mobile banking channels get busier, we’re moving from telephony-based responses to digital self-service and, with Genesys, we can accurately reconfigure our resources to match changing demand."

MARTIN KEDBACKHEAD OF BUSINESS DEVELOPMENT& SUPPORT

“There’s no comparison when it comes to Genesys. With greater efficiencies, we can empower our workforce to support customers across multiple touch points seamlessly."

N. RAVISHANKERCIO

4,700 CUSTOMERS IN 120 COUNTRIES, MANAGING MORE THAN24 BILLION CUSTOMER ENGAGEMENTS EVERY YEAR

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WHAT DO CUSTOMERS SAY?

“When I arrived on the scene I found there was no real-time oversight of workloads, volumes, or customer service. The obvious answer was to look at the problems from a business rather than an IT perspective.”

CHRISTELLE LEGRIXHEAD OF INSURANCE SERVICES

“Genesys provides us with flexible building blocks that we can easily put together in new and innovative ways to create features that allow us to be more competitive.”

PHILIPPE VAYSSACCHIEF INNOVATION OFFICER

“The Genesys Framework IVR offered the business functionality with as little need for IT involvement as possible. The platform also easily supported our desire to standardize all our existing IVR building blocks.”

BERT BOESVELDARCHITECT CC INFRA

4,700 CUSTOMERS IN 120 COUNTRIES, MANAGING MORE THAN24 BILLION CUSTOMER ENGAGEMENTS EVERY YEAR

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GENESYS IS SMART BUSINESS

ACCORDING TO THE FORRESTER TOTAL ECONOMIC IMPACT STUDY, ENTERPRISES USING THE GENESYS CX PLATFORM ACHIEVE:

158% ROI Over Five Years

Payback in 12.8 Months

$20M+ Reduction in Infrastructure Costs

$7600+ NPV Per Agent License

◉ 30% improvement in ecommerce conversions

◉ 50% reduction in customer abandonment

◉ 12.5% improvement in agent handle time

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GENESYS PARTNER EIT

Customer list on Genesys:• Infomedia 1588 • Bitė Lietuva• Gjensidige Lithuania and Latvia• The Lithuanian Department of Statistics• National Health Insurance Fund under the Ministry of Health (VLK)• State Social Insurance Fund Board Under the Ministry of Social Security and Labour (SODRA)

• AB Šiaulių bankas• State Enterprise Regitra• UADB Compensa Vienna Insurance Group• The Lithuanian Department of Statistics

20 years experience in Contact Center solutions

Genesys partner since January 2008

Selling, deploying and supporting Genesys portfolio in

Lithuania, Latvia and Estonia

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USE THE GENESYS ENGAGEMENT ENGINE

Seamless omnichannel orchestration for new and existing channels

Best of breed workforce optimization and journey analytics

Hyper-personalization and digital automation for marketing, sales and services

Multimedia communications for contact center, back office, branch and any other knowledge worker

From small to large – on-premises, hybrid architectures and next-generation global cloud network

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MEET US AT GENESYS BOOTH FOR MORE INFORMATION

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37© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

THANK YOU