the future of customer service...the future of customer service webinar - march 22, 2016. webinar...

The Future of Customer Service

Webinar - March 22, 2016

Webinar Speakers

ModeratorChad McDanielPresidentExecs In The Know

PresenterBill PieperPresident EPIC Connections

PresenterBruce BelfioreCEO & Senior Research Executive BenchmarkPortal

PresenterMatt ChinnDirector, Communities & Online ExperienceSage

• Global Community of 50,000+ Customer Service Professionals

• Leaders Learning From Leaders: Exceptional industry content, current trends, peer-to-peer partnerships, networking, and industry employment opportunities

• All with an end goal of enhancing the overall customer experience industry

THINK CUSTOMER FIRSTPowered by People. Strengthened With Knowledge. Delivered With Passion.

www.execsintheknow.com Join The Conversation:

The Customer Service Excellence movement is here. Message chad@execsintheknow.com to

join us today.

What is Your Priority for 2016?

To learn more visit: www.execsintheknow.com/about-us/advisory-board/

Audience Poll Question

On multi-channel customer service, the statement that most accurately describes our position is:

1. We are still mainly focused on the phone channel

2. We have started offering alternative channel support (chat, SMS, mobile, social media, self-service, interactive) over the last 12 months

3. We are well down the road in multi-channel support

Today’s Topics• Digital Disruption

• Social Media

• Self-Service

• Omni-Channel

• Personalization

• The Customer Interface

• Customer Feedback

• Lessons Learned

• Future

CUSTOMER EXPERIENCE MANAGEMENT BENCHMARK SERIES

2015 Corporate Edition

To download the full version of this report

www.execsintheknow.com/cxmbseries/2015-corporate-edition

DIGITAL DISRUPTION

Internal “ownership” of the social media channel has seen much change over the past few years.

What changes have you seen at your organizations? What are the challenges, opportunities and drivers of that change?

SOCIAL MEDIA

SELF-SERVICE

How has channel traffic changed recently, and what has been the impact of things like technology, channel shifting and consumer preference?

How are your organizations preparing for what comes next?

OMNI-CHANNEL

Many consumers are experiencing the omni-channel approach, and an increasing percentage of interaction volume is occurring across multiple channels.

How do your companies ensure that the omni-channel experience meets ever increasing expectations?

Consumer Perspective Corporate Perspective

Within the past 12 months, did you use multiple channels to resolve a

single customer service issue?

Yes: 67%

What percentage of consumer interactions resulting in a resolution are conducted

across multiple channels?

Yes: 28%

OMNI-CHANNEL

PERSONALIZATION

In a new question for 2015, we learned that about a quarter of companies have recently and significantly changed their hiring for agents.

Has new technology and evolving consumer expectations had an affect on hiring requirements at your organization. If so, how?

THE CUSTOMER INTERFACE

CUSTOMER FEEDBACK

CUSTOMER FEEDBACK

The customer experience industry has changed dramatically in recent years.

What is the next big thing in CX that should be on everyone’s radar?

LESSONS LEARNED & WHAT’S NEXT?

Q&A

Contact

Chad McDanielExecs In The KnowChad@execsintheknow.com

Bill PieperEPIC Connectionsbpieper@epicconnections.com

Bruce BelfioreBenchmarkPortalbrucebelfiore@benchmarkportal.com

Matt ChinnSageMatt.Chinn@sage.com