NASSCOM BPM Summit 2014 : Master Class Leveraging technology to improve productivity and enhance...
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Transcript of NASSCOM BPM Summit 2014 : Master Class Leveraging technology to improve productivity and enhance...
Avaya Customer Experience Management:Leveraging technology to improve productivity and enhance customer experience
Sreedhar VenkatramanDirector – Sales Engineering, India & SAARC
© 2012 Avaya Inc. All rights reserved. 2
Increasing Economic Pressures
Changing Patterns ofCustomer Service
Increasing Customer Expectations
Today’s Customer Service Reality
Increasing Competitive Pressures
© 2012 Avaya Inc. All rights reserved. 3
The Autonomous ConsumerKey Drivers for New Customer Service Reality
Customers Expect Personalized, Contextually Relevant Engagement
Source: Avaya and BT, The Autonomous Customer, January 2013
have interacted with a company via social media55%
39%used their smartphone to comment on Facebook or Twitter about service received
say convenience is more important than price1 in 368%
would like web-chat offered while on company web site
100%Video usage at home has increased by
55% would like to have their questions answered by video-chat
Always want to multiple channels available82%
say organizations make it easy to switchbetween different channels17%
94%would like to be able to email the same agent they talk to
58%say they get better help from other consumers than call center agents
Uses Social Media Regularly
Frequently Starts on Mobile
Uses video regularly
Uses multiple channels
Empowered
© 2012 Avaya Inc. All rights reserved. 4
Future Enablers of Customer ExperienceNow and Beyond
Right Media, Right Time
Enterprise wideEngagement
Actionable Insight
1. Avaya and BT, The Autonomous Customer, 20132. Wall Street Journal, April, 2011
Customer Experience Drives Brand and Customer Lifetime Value
© 2012 Avaya Inc. All rights reserved. 5
How Will You Keep Pace?
Are my processes, people, culture connected to my customer experience strategy?
Will my current technology enable the growth that I need…?
Does my current enterprise Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?
Do I appreciate the impact customer experience could have on my organization’s brand and bottom line?
Can I deliver a sustainable, growing ROI from my customer experience investment?
How do I ensure that I constantly improve the customer experience…?
© 2012 Avaya Inc. All rights reserved. 6
Right Media, Right Time
From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience
Enterprise wideEngagement
From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes
Actionable Insight
From Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on It
Imagine…Creating a Whole New Customer Experience…
For Each Customer, Every Time
“Customer Experience Management;Managing customer relationships as strategic assets,
converting satisfied customers to loyal customers,
and loyal customers to brand advocates.”
© 2012 Avaya Inc. All rights reserved. 7
Customer Sees One Company
Company Sees One Customer
Predict, Anticipate, and Respond
Holistic, Personalized Customer Experience
Our Unique ApproachThe Contextually Aware, Persistent Customer Experience
Application of All Relevant Context including Information, Resources and Processes
Connecting All Interactions as a Seamless Experience
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Managing Complex Interactions Leveraging ContextCreate Frictionless Service, Make Life Easy, to Differentiate
Technical Support
Type of Issue
Basic Troubleshooting
Description of Problem
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Business Problems and Challenges
Increasing Economic Pressures
Changing Patterns of Customer Service
Increasing Customer Expectations
Increasing Competitive Pressures
Accommodate new modes of service? Improve customer satisfaction?
Drive customer lifetime value? Reduce cost to serve and improve productivity? Simplify operations?
Know and treat each customer individually? Tailor service to meet different needs?
Retain existing, and acquire new, customers? Innovate customer service and differentiate
brand?
© 2012 Avaya Inc. All rights reserved. 10
Devices
Avaya Customer Experience FrameworkConnected to a Larger Ecosystem
Your Customers
Business Applications
Contact Center
Enterprise Resources
OutsourcersSupply Chain
Business Processes
Collaboration Framework
Networking Equipment
Collaboration Framework
DE
SIG
NM
AN
AG
EM
EN
T
PERFORMANCE AND ANALYTICS
EXPERIENCE MANAGEMENT
INTERACTION
Open Framework to Connect with Avaya, Third Party and Competitive Solutions
© 2012 Avaya Inc. All rights reserved. 11
Our PromiseDelivering Tomorrow’s Customer Experience Today
Innovative, Market-Leading Ideas
Proven and Reliable Solutions
Business Results-Driven Focus
Your Path, Your Pace, Your Choice