customer experience optimization (cxo) – building towards the omni-channel organisation
TRANSCRIPT
#ashortCXstory
Is about giving customers the ability to enjoy the same high quality brand experience across every possible connection channel
Unlike multi-channel, there isn’t a different strategy for each channel, all communication is consistent across all channels
Omnichannel
Changing face of the customer
Economic climate Mobile connected customers Social media Informed customers - Showrooming Expectations
1st contact resolution Integrated service channels
Changing face of the customer
Information Information availability Information privacy Information quality
Lack of agent knowledge Being transferred multiple times Having to repeat information Lack of interaction history
Customer Frustrations
Local knowledge
Channel preference 62% voice 18% email 10% other
Local knowledge
Internet use 13.6m internet users Transact commercially 2012 - 3.9m Digital participation curve - 5 years
Local knowledge
Social network use 5.5m Twitter - 54m tweets/month 9.4m Facebook 2.7m LinkedIn
Local knowledgeSmartphones 14.7m 5.6m BB 1.1m iPhones 1.4m Tablets
Mobility study Voice 65% (56% 19-24)down from 73% SMS 13% Data 16% (24% 19-24)up from 12% Mobile Banking Apps 13% up from 1% Cellphone Banking 37% up from 28%
Technology choices
Options? Integrate or replace existing All from one vendor Cloud Listening and engagement Platforms
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