How smart is changing customer support in IoT era

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How smart is changing customer support Enhancing Customer Experience Customer Contact Europe June 2016, Athens, Frost&Sullivan Executive MindXchange

Transcript of How smart is changing customer support in IoT era

Page 1: How smart is changing customer support in IoT era

How smart is changing customer supportEnhancing Customer

ExperienceCustomer Contact Europe June 2016, Athens, Frost&Sullivan Executive MindXchange

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SHOULD WE CARE?

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Internet of Things

environment

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EE E

CC

product price

experience

C

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one perfectly ordinaryDAY

https://www.youtube.com/v/5u8-kXUqPI8

https://www.youtube.com/v/5u8-kXUqPI8
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http://youtube.com/v/5u8-kXUqPI8
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sencedata

informationknowledge

WISDOM

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back to the market place

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must begin with

empathy simplicit

yis the key

WOW!your customer

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changeorganisatio

n technical - cultural - procedural fun

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proactivesmartdesign

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Talk! THINGS + SENCE & video

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impact

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Customer satisfaction TR*M index

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NPS +123%

profitability +35%

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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


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