the future's so bright

The Future’s So Bright, I Gotta Wear Shades

Chris Danson

6 Trends Defining the Future of Customer Experience

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Two Often Asked Questions

Wild Technology Futures?

Where’s The Food?

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Big Data Analytics: $187B Industry by 2019

DataAnalyticsReal-Time

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Call Center Technology

Must Be Amazing!!

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Call Centers: Not So MuchThemes: Low Sample Rate, Management Intuition, Reactive

LAA Routing

Multi-PathIVRs

Call Logging Not Listening

ManualSurveys

ManualQA &

Coaching

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… But, The Future is Bright!

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Six Important Analytics Technologies…

1 2 34 5 6

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Real-Time, Data-Driven Call Routing

Personality Pairing

2 34 5 6

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Personality Just The Start

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Recent Events

Demographics

Lifestyle

Enhanced Customer Rules

Individual Capacity/Utilization

Hourly/Daily/Weekly Performance

Situational Skill Strengths

Individualized Employee Rules

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Leverage Big Data For Predictions

Predictive Algorithms

34 5 6

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Predictive Modeling Process & Areas

Overview

Key Focus

Predict CSAT and

complaintsPredictive

salesAttrition

likelihood

Avoid first call and

callbacksFraud

detection

Automatically score 100%

of calls immediately after interacti

on

Identify fraudsters conducting illicit activity through the

contact center

Intelligently manage the sales funnel

with lead scoring

and assignment strategies

Predict customer and

employee churn and

enable customized

outreach campaigns.

Improve business

processes and adapt

routing strategies.

Effort metrics—

non-interaction

time, distress impact time,

transfer destination.

Caller biometrics

and acoustics—

voiceprints, dialect, and

gender.

Lead scoring—

personality preferences, engagement

level, expression of

interest.

Emotion scoring— sentiment,

threats, competitor references.

Caller history—

call clustering, productive interaction tracking,

benchmark tracking.

Record Calls in high quality stereo

Enrich Data up-to 1,000

variables

Predict through

advanced algorithms

Heatmaps leverage to

drive for performance

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Speech Analytics: $700M Industry by 2019

4 5 6Trending Topics

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Why Survey When You Have Entire Conversation?

• Calls• Avg. 250,000 calls per day• 4 minutes active customer speech• 650 words per call• 162 million words from calls

• Surveys• 3% survey response• 9,000 responses per day• 208 words per survey• 187,000 words from surveys

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Trending Topics: Listening For OpportunityIdentifying contents and prevalence of multiword topics present in conversation in an unsupervised way.

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Gamification: $11B Industry by 2020

5 6Gamification

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Leveraging The Best Of Game Theory

Points & Badges

Games & Time Trials

Challenges & Leaderboards

Suggestions & Surveys

Engaging videos, audio clips, games,

& quizzes drive agents learn topics

Activity scoring, points tracking, email badges & skill levels drive frequent

participation

Company directory, peer challenges, in-app rewards & leaderboards

motivate usage

Results: Across 225 employees, 65% of employees logged in and quizzed at least 5 questions with average of 27 minutes per user within 14 days

Reminders, How to apply suggestions, & check-in surveys reinforce learnings

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Artificial Intelligence: $11B Industry by 2024

Emotional Bots

6

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Augmenting Experience with Automated Agents

Sept 2015 – stable releases of voice assistants from major companies

May 2015 – Dominos tweet pizza emoji to order

July 2015 – Japan’s Henn na Hotel staffed by humanoid robots

March 2016 – RBS Luvo advanced ‘human’ AI to help

staff answer customer queries

April 2016 – Taco Bell order tacos by Slack instant messaging with suggestions

April 2016 – Facebook’s Springbot Shopping and

M Concierge Bots

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Wearable Tech: $34B Industry by 2020

Biometrics

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Understanding The Rhythm Of Your Agents

Call handling is a stressful job. What if you actually monitored the real-time “pulse” of your agents?

Know when to intervene and suggest breaks

Adjust workloads to reduce physical stress

Alert managers when to intervene and support

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Still With Me?Almost There!

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Customer Value:Better ConnectionsBusiness Value:Higher SalesLower AHT

11

PersonalityPairing

Customer Value:Reduce Surveys

Business Value:Improve NPS &

CSAT

2Predictive

Models

Customer Value:Target ConversationsBusiness Value:Winning Behaviors

Customer Value:Improved ExperienceBusiness Value:Effective Channel

Customer Value:Less Variability

Business Value:Higher Performance

Customer Value:Top Performance

Business Value:Healthier

Employees

3TrendingTopics

5Emotional

Bots6

Biometrics

4Gamification

Best Path: A Business Value Driven Journey

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Business Execution Is Key … Don’t Let IT Drive

Noise

Boredom

Bad Experience

Dry Data Lake

Privacy Invasion

Complex Scripting

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For Success, Be …

BIG… with Data

BOLD…with Analytics

Business Driven…with Initiatives

Benefits Focused…with Priorities

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Chris DansonChris.Danson@mattersight.com