Your Gateway to Enhancing the Customer Experience - Brian … · 2017-04-21 · customers...

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Brian KomaVP and CX practice leaderVerint®

Karen GliwaVice President, Insights

OpinionLab, a Verint company


Presenters

Karen Gliwa

Vice President, Insights


Brian Koma

Vice President & CX Practice Leader

Verint

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide. 3

• $1 Billion+ Actionable Intelligence Company

• 10,000+ Customers in 180 Countries

• More Than 80% of the Fortune 100

• 5,000 Verint Professionals Worldwide


Analytics on 100% of Interactions

Speech Analytics100% Transcription

and analysis on

Voice Interactions

Text AnalyticsConversational analytics on

Chat, Email, Survey and

other text interactions

Customer-Initiated Feedback

Social

Communities

Website

Feedback

Mobile Web

Feedback

In-App

Feedback

Company-Initiated Feedback (EFM)

E-mail

Surveys

Mobile

Surveys

SMS

Surveys

IVR

Surveys

The Most Holistic VoC Listening Platform

Benchmarking CX Index


I friended you

I called your phone

number

I visited your local

branch

I visited your Web

Site

I completed your

online survey

I chatted with your

agent…

I tweeted you

I sent an e-

Mail

Brands Must Listen Across All Channels to Improve CX


4 Pillars of Successful CX Programs

Customer Experience Program Foundation

Vision Governance Culture Processes Technology

Listen

&

Capture

Feedback

1

Analyze

&

Measure

Trends

2

Distribute

Insights

3

Act

on

Results

4

6 6

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.7

The Rise of Digital

1991 Source: InternetLiveStats.com

Number of websites worldwide

1.15 Billion

1


Original research conducted by Opinium Research on behalf of Verint

24,000 consumer responses across 12 countries

• Businesses aggressively driving as

many customer interactions as

possible to digital channels

• Lowers the cost of doing business –

and customers are demanding it.

• 64 percent of consumers say they

favor digital channels for simple

interactions.


The Digital Conundrum

9

• Customers self-serve

• Cost-to-Serve Reduced

• Channel preferences

respected

• More customers are

interacting digitally

• Harder to obtain feedback

• Pop-up/Pop-under survey

response rates avg. <1%

• Lack actionable data

• Aren’t able to leverage

existing digital analytics

data


• Speed

• Personalization

• Mobile-friendly

• Ease of use

• Relevance

10

What Consumers Want in a Digital Experience


Free Shipping When You Spend $50!


WHERE IS MY

FREE

SHIPPING!???


Feedback at the Right Time/Right Place is Critical


Contextual Information Drives Resolution


Retailer Captures $0.7 MM

Holiday promotion not working for

Chrome 55 browsers. Frustrated

customers abandoning carts

25,000 Chrome 55 customers

with a 4% conversion rate

experienced the issue daily

$50 average revenue for each

checkout

$700,000 in lost revenue

(2 week promo period)

1,000 Customers day

x $50 Average order value

$50,000 Daily lost revenue

x 14 Days in the promo

$700,000 saved


Bank Expands Customer Service Hours


Bank Improves Wait times at Branches


Manufacturer Streamlines Warranty Registration Process


Telco Switches Chat Vendors to Fix Service Issue


Telco Saves > $0.25 MM

Customers contacting call center

about poor chat services

2,000 chat related calls a day to

contact center

26 weeks impacted

$5 average cost of support call

$700,000 in lost revenue

(2 week promo period)

2,000 Calls /day

x $5 Average cost of a call

$10,000 Daily cost

x 26 Weeks

$260,000 saved


Digital Feedback Informs the Entire Customer Journey


The Five Keys to Improving CX with Digital Feedback


1.Make It Easy

Five Keys to Improving CX with Digital Feedback


1. Make It Easy for Customers and Your Organization


1.Make It Easy

2.Establish Goals & Measure Successes



• What are your objectives?

• What information already exists?

• Where are there gaps in the customer journey?

2. Establish Goals and Measure Successes


2. Establish Goals and Measure Successes

Visualize the journey to

identify information gaps


1.Make It Easy


3. Identify Stakeholders Who Will Act on Feedback



• How will the information be analyzed?

• How will information be shared?

• Who will act on it?

3. Identify Stakeholders Who Will Act on the feedback


3. Identify stakeholders who will act on the feedback

Collaboration enables more efficient, precise action


1.Make It Easy

2.Establish Goals and Measure Successes


4.Create a Plan to Close the Loop



• How will you drive accountability?

• How will you change operations?

• What will you do to change culture?

4. Create a Plan for Closing the Loop


Feedback

Analyze Alert Assign

Comment

card

Custom

Taxonomy

Real-Time

Alerts

Take Action

Labeling

Site

Performance

Fulfillment

Customer

Service

Stakeholder 2

Stakeholder 3

Stakeholder 4

Stakeholder 5

Stakeholder 1

Action & Prioritize Transform

Test & Learn

Test Initiative 1

Test & Learn

Operationalize

Test Initiative 2

Test & Learn

Operationalize

Test Initiative 5

Test & Learn

Operationalize

Collect

Integrations

4. Create Plan for Closing the Loop


1.Make It Easy




5.Communicate Impact & Success



5. Communicate Impact & Successes

• How will you share impact with your organization?

• How will you communicate progress to your customers?


5. Communicate Impact & Successes

2

2


1.Make It Easy

2.Establish Goals & Successes



5.Communicate Impact & Success




Brian KomaVP and CX practice leaderVerint®

Karen GliwaVice President, Insights




Thank You

Your Gateway to Enhancing the Customer Experience - Brian … · 2017-04-21 · customers...

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Transcript of Your Gateway to Enhancing the Customer Experience - Brian … · 2017-04-21 · customers...