cx architecture using agent insights to design a ......cx architecture –using agent insights to...
TRANSCRIPT
CX Architecture – Using Agent
Insights to Design a Remarkable
Experience
Etech Global Services – Booth #207Workshop 8:15 – 10:15 | Wednesday January 29th 2020|
Jim Iyoob, Chief Customer Officer, Etech Global Services
Shawndra Tobias, Asst Vice President, Customer Experience, Etech Global Services
Matt Cecil, Senior Manager, Digital Strategy, Verizon
Jim IyoobChief Customer Officer
936.371.2640
about.me/jiyoob
@jiyoob
facebook.com/jim.iyoob
linkedin.com/in/jimiyoob
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Agenda
2.
3.
5.
4.
▪ What Is Customer Experience1.
▪ The Only Differentiator – Customer Experience
- Customer Experience Vs. Customer Service
- Developing Your Employees to Deliver an Effortless Customer Experience
▪ Human Intelligence Meets Artificial Intelligence
-Recognizing the Power & Value of Customer Experience Through Human Intelligence
▪ Case Study
▪ Fun & Prizes – Q&A
MISSION
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.
VISION
To make a remarkable difference for each other, our customers, and within our communities.
Nacogdoches, Texas Dallas, Texas Lufkin, Texas Palm Beach, FloridaRusk, Texas
Montego Bay, Jamaica Gandhinagar, India Vadodara, India
Integrity
Valuing people
Team Work
Accountability
Adaptability
Vision
Humility
Communication
Creativity Positive Influence
TeachabilityCourage
24/7/365 · Multilingual
Etech’s Servant Leadership Commitment
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Over 100 Million Customer Interactions
2003 Grew From
400To
More Than 3000Employees
3 Countries 8 Sites
3000 Seats
1 Etech
NO
MERGERS
NO
ACQUISITIONSTrusted Advisor
to Numerous
Fortune 50
Companies
Etech’s Business At A Glance
Inbound, Outbound, Chat, Sales, Service & Tech Support
Software/Application Development Custom Reporting, WFM
Actionable Insights for Total Quality Management to Enhance Operational
Efficiency & Customer Experiences
Customer Engagement
Solutions Etech InsightsEtech Technology
Solutions
OUR AWARDS
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Top Takeaways
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The Need For Human Intelligence and Artificial Intelligence In Customer Experience
Techniques Applied To Improve Customer Experience Through Human Intelligence and Artificial Intelligence
Deliver 360 Degree Customer Experience With Artificial Intelligence And Human Intelligence
Evolution Of Trends
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19701980 1990 2000 2008
20162020
Spray & PraySegmentation
PersonalizationCustomization Individualization
Internet Of Things
ArtificialIntelligence
What is Customer Experience?
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“In the old days, someone might have a bad customer experience and tell 10 people. But now, with the rise of blogs,
MySpace and Facebook, that person might be able to tell 10,000 people. This totally changes the dynamic, and
importance, of Customer Experience.”
-Bruce Temkin
BECAUSE
Why CX? Why Now?
A changing workforce makes it harder to
retain talent
Hyperadoption reduces Customer
Loyalty
Digital disruption lowers barriers
to entry
Netflix has 65 million subscribers, about 3
times more than comcast
San Francisco has seen a 65% drop in average
trips per taxi following Uber’s entry to the market
With over 3.5 million workers, Millennials surpassed Gen
X as the largest generation in the workforce
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Source: Forrester
The Only Differentiator - Customer Experience
Product Centric Price Centric Customer Experience
1920s 1990s Now
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Why Customer Experience Is Important
86% of buyers will pay
more for a better
customer experience
70% of
buying
experience are
based on how
customers feel
they’re treated
70%
Of Customers will do
business again with the
company that resolves
their complaints
equals
2% 10%
Increase in
Customer
Retention
Decrease
in
Cost
By 2020, Customer Experience will overtake price
and product as the key brand differentiator
Source: Modern Marketing Blog
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Most Companies Have a Long Way To Go
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Firms Lack discipline in the six competencies to execute great CX consistently
CUSTOMER UNDERSTANDING
MEASUREMENTDESIGN
PRIORITIZATION CULTUREDELIVERY
Only 12% believes their customer
facing employees can summarize the full arc of the experience
Only 36% require prototyping and Iteration
Only 50% have modeled how overall CX quality influences customer behavior
Only 49% know what key experiences are
Only 33% of firms require soft-skills
training for customer facing employees
Only 33% formally evaluate how customer centric experience are before
offering them a job
Source: Forrester
#1 Frustration Customers Have During Their Experience
Source: State of Customer Experience 2019
7%
11%
12%
14%
18%
18%
20%
0% 5% 10% 15% 20% 25%
Rude/angry employees
Service not personalized
Nothing, our customers love us
Too much automation/not enough a humantouch
Employee who do not understand customerneeds
Issues/questions unanswered/unresolved
Long wait/response time
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Constantly Putting Customer “On Hold” Drives Them To Switch
6.9
7.8
8.1
8.2
8.2
8.5
8.9
0 1 2 3 4 5 6 7 8 9 10
Boring hold music or message
No apology for unsolved problem
Extras are pitched
Unhelpful solution
Long wait on hold
Many phone steps needed
Can't get a human on phone
Customer Experience Problems That Infuriate People Most(Score of 0-10, with 10 being the most annoying)
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Source: Fonolo’s Blog
PURCHASE
Making the decision to
buy one product over
another
ADVOCACY
Recommending the
products to others
RETENTION
Buying the same product
again and again
AWARENESS
Discovering a product for
the first time
CONSIDERATION
Weighting the pros and
cons of one product
against other, similar
products
Understanding The Customer’s Journey
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Source: Cisco Customer Success Methodology
21%
18%
12%12%
8%
8%
7%
7%
7%
The “Moments That Matter”?
Where to Focus, When to Focus, How to Focus
Resolving a Service or Technical Question
Paying a Bill
Upgrade/Changing Service or a DeviceResolving a Billing Question or Issue
Downgrading
Purchase New Service or Device
Installing/Activating
Browsing
Checking Usage
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Source: Cisco Customer Success Methodology
We Have Arrived At The Year Of Humanity
Emergence of People and Culture
Voice Recognition
Chatbot Rationalization
Newly Energized Executives
Customer Journey Expansion
Analytics Expertise Shortage
Customer Experience Dispersion
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A
B
C
D
E
F
G
Effortless Customer Service Is The Best Customer Experience
• Cross functional
• Feelings-oriented
• Attracts + retains
• Across the customer journey
• Defines the customer’s perception of the company
• Keep customers returning
• Benefits customer
and company
• Proactive • Reactive
• Single Functional
• Single point in time
• Problem - oriented
• Resolving existing customer needs
• Delivery of a service before during and post purchase
Customer ServiceCustomer ExperienceVS
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Saying You’re Sorry Isn’t Enough Anymore
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Harnessing AI to Decode True Customer Sentiments
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Recognizing The Power and Value of CX Through Artificial Intelligence
Large knowledge baseEvaluate and integrate
past observationsGoal directed, focused tasks
Consistent reasoning
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Human Creativity and Imagination
Foresight About Future Alternatives and Risks
Adaptive Dependent
Human Intelligence - The Power and Value of CX
Technology represents the HOW of changeHumans represents the WHY of change
Intuition And Emotion
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COACHING RECOMMENDATIONS:
VOC Analysis
Customer Sentiment Analysis
Customer Effort Analysis
Insights for Strategic Decision
Going Beyond Technology & Data to Reach Human Wisdom
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PROCESS RECOMMENDATIONS:
Insights for Improvement
Training Need Analysis
Play Book & Recommendations
Coach & Develop People
AI in CX – A Myth or Failure?
IBM’s “Watson for Oncology” Cancelled After $62 million and
Unsafe Treatment Recommendations
Tay the Racist Chatbot: Who is responsible when a
machine learns to be evil?
Apple’s Face ID security fooled by simple face mask
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AI in CX – A Myth or Failure
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FACT:
By 2020, 40% of data analytics projects will relate
to CX – Combination of HI & AI
Source: Gartner
FACT:
Human Intelligence can not be DIGITIZED or
AUTOMATED – making this extremely VALUABLE
Source: Gerd Leonhard
Day To Day Struggle
02 03
06 05
0401I have a lot of data, but not sure if I’m measuring and acting on
the right things at the right time
I’m struggling to make sense of multiple customer data points... I need to create
an integrated view of all this info
I need to prioritize the vital few versus the trivial many actions to improve customer
satisfaction, loyalty, and drive business results
I’m required to create a business case to justify resources needed to achieve
meaningful progress
I need to create an internal environment that nurtures and sustains continuous customer
experience improvement
My strategy for improvingcustomer satisfaction is not
producing the desired results
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Did you know?
35% of amazon’s revenue are generated by it’s recommendation engine
75% of users select movies based on Netflix's recommendations.
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AI Is Nothing Without HI
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Google AI Thinks Otherwise
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0.2
0.4
0.6
0.8
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Agent Scorecard
Question Ratings
1) Appropriate Greeting & Branding YES NO
2) Account VerificationYES NO
3) The Three C’s: Courtesy, Confidence, & CompetenceYES NO
4) Active ListeningYES NO
5) Display Empathy (If Required)YES NO
6) Provided Accurate & Complete InformationYES NO
7) Took Ownership of The IssueYES NO
8) Shared Probable Next StepsYES NO
9) Asked for Further AssistanceYES NO
10) Appropriate Closing with Proper BrandingYES NO
Activity – Checking The Boxes
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Agent Scorecard
Question Score(Yes/No)
1) Appropriate Greeting & Branding
7) Took Ownership of The Issue
2) Account Verification
8) Shared Probable Next Steps
5) Display Empathy (If Required)
4) Active Listening
3) The Three C’s: Courtesy, Confidence, & Competence
6) Provided Accurate & Complete Information
9) Asked for Further Assistance
10) Appropriate Closing with Proper Branding
Overall Score 80%
Scorecard Results
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Agent Effectiveness by AI
Section Keyword Recognizing
4) Agent Acknowledgement
“I do apologize for the miscommunication”
I do apologize
6) Problem Solver Get this taken care of
“I will get you the payment instructions, so we can get this taken care of
3) Customer Frustration
“This is what is disappointing, & you guys want me to buy a lot more trucks”
This is disappointing
“I was very frustrated at the end of this process”
I was very frustrated
2) Repeat Contact
“it’s been two weeks, I’ve been calling nonstop”
Been two weeks calling
5) Agent Advocacy
“I can definitely see if he is available
I can definitely see
7) Negative Sentiment (Last 1 min) Really a bad service
“I can’t get in touch with him which is really a bad service on your guys part”
1) Reason for Contact: Truck Delivery: Pending Status (First 1 min)
“I bought a truck from you and it was supposed to be delivered to us, but it hasn’t been delivered”
Hasn’t been delivered
Beyond The Scorecard & Check Box, Real Automation, CX Focus
Do Your Customers Know Your Scores?
How would you rate this interaction?
CSAT SCORE
EFFORT SCORE
% EASY MINUS % DIFFICULT
AGENT QUALITY
Overall QA score/rating for an agent
NPS / CUSTOMER LOYALTY
% PROMOTERS MINUS % DETRACTORS
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In Today’s World…
QUALITYSCORE
TAGCALL TYPE
CIRCLECOACHING
AGENTFEEDBACK
LIMITEDINSIGHTS
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Executives Top Challenges When Integrating AI with CX
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Complexity integrating AI with existing technologies
Difficulty selecting the right technologies to meet customer needs
Regulatory concerns
Siloed Departments
Limited understanding of AI across the organization
Lack of funding for AI
Unreliable or insufficient data sources
Lack of corporate process for adopting emerging technologies
Lack of executive support for AI
What questions do you have?
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Shawndra TobiasAsst Vice President, CX [email protected]
936.371.1817
facebook.com/shawndra.tobias
twitter.com/shawndra_tobias
linkedin.com/shawndra-tobias
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5 Steps to Transform Your Customer Insights
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LISTEN
IDENTIFY
ANALYZE
IMPROVE
PREDICT
Said & Unsaid
Traditional Approach - Agent Opportunities
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High AHT
Dead Air
Incorrect Hold Cross Sell
Call DispositionsReason for Call
LISTEN
Visib
leN
ot V
isible
The Iceberg Effect
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Said & Unsaid
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LISTEN
Customer Experience Approach
Traditional QA Insights +- WHY are customers calling?- What was satisfaction level for the customer?- Did the customer share high effort experience?- Was this an FCR? Was there a Self-Serve opportunity?- Did the customer use other tools before calling?
Ask The Right Questions
KPI Problem Solving
CompetitionCustomer Effort
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IDENTIFY
10816
10816
271830%
30%
40%
Ask for Sale Urgency Objection Handeling
Inner Circle: Total Population
Outer Pieces: Success Percentage of the
Behavior
Objection Handling
Successful Behaviors
Note: This model is based on the data collected in the month of July. These analysis will be run quarterly to ensure we have enough data to observe any new patterns or see any visible deviations from the last output. www.etechgs.com | confidential 45
Statistical Success Rate: 40%
Co-Efficient Value: 0.9435
Statistical Success Rate: 30%
Co-Efficient Value: 0.7029
Statistical Success Rate: 30%
Co-Efficient Value: 0.7152
• Co-efficient Value shows a correlation between the observed outcomes and the observed predictor values. The value of co-efficient is always between +1 and –1. The closer it is to +1 the stronger the correlation.
• This Analysis statistically proves the hypothesis that Asking for Sale, Providing Rebuttals, & Creating urgency are directly correlated to the conversion on an Enterprise Level and can be used to fuel a predictive model
IDENTIFY Crucial Behaviors & Success Probability
22.4%
38.2%
56.5%
58.5%
60.5%
63.4%
Customer moved
Not Satisfied
Has another service/contract
Rates
Call back
Not interested
Interactions
871
14.89%
33.33%
23.45%
23.72%
54.42%
25.13%
70.21%
51.79%
55.71%
57.96%
54.31%
63.96%
4.26%
4.76%
5.60%
5.41%
6.08%
4.57%
38.30%
36.90%
40.36%
38.14%
38.69%
38.83%
44.68%
35.71%
42.26%
40.54%
39.49%
39.09%
Not Satisfied
Customer Moved
Not Interested
Has another service/contract
Call Back
Rates
No Termination Fee
No Service Fee
No Contract
Discount/Rates
Call back
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IDENTIFY Agent Behavior Analysis
168
47
47
333
394
840
Percentage
Major ObjectionsRebuttals
Provided on Objections
-10% -5% 0% 5% 10% 15% 20% 25% 30% 35%
C: How Do I?
Military/Government
Partner E
Bereavement
Partner D
Repeat Information
Partner C
C: Frustration
Trying to Use Miles
Refund
Channel Switch - Email
Proactive Guidance - Do Online
Partner A
Calling to Book
Voucher
Apply Credit
Proactive Guidance - Education
Ask For Sale
A: Effort Driver A
A: Effort Driver C
What Works!
16.3
52.1
Avg Rate Opportunity
Confirmed Conversion Ratebased on this sample
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ANALYZE
14.29%
17.86%
18.27%
24.05%
12.03%
19.19%
15.15%
19.54%
23.08%
24.87%
17.12%
20.24%
50.00%
25.00%
29.79%
27.78%
30.19%
16.67%
16.67%
38.71%
34.51%
37.80%
24.93%
30.72%
23.81%
38.33%
33.80%
35.56%
25.29%
32.47%
Not Satisfied
Customer Moved
Not Interested
Has anotherservice/contract
Call Back
Rates
No Termination Fee
No Service Fee
No Contract
Discount/Rates
Call back
Rebuttals EffectivenessANALYZE
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Educating Customers that there is no Contract when they object on not
satisfied provided conversion of 50%
In case customer has moved to a new location, or has another service/contract, agents informed about no service fee and
it resulted into a sale on 37% to 38% of occasions
No Contract
No Contract
No Service Fee
No Service Fee
No Service Fee
No Termination Fee
Drive Quick ImprovementIMPROVE
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60
71
83
153
163
189
211
Let me check for another package
Creating a sense of Urgency
Probe further for Not Interested
Best discounted rates/prices available
No Contract upon Sign up
No Termination Fees associated with thepackage
No Service Fees associated with the package
Rebuttal Recommendations
Customer Objection: Not Interested
Ineffective Rebuttals
Effective Rebuttals
Suggestions- Effective Rebuttals
Let me share that there are No Service fees or any additional installation fees involved with the package
you’re eligible for.
If you register today, there will be No Termination fees associated with the package
These are the Best Discounted rates available in the market
I understand, If I could ask you real quick, could you please let me know if Price/currently being under the
contract is the issue?
Drive Quick ImprovementIMPROVE
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59
65
78
89
94
155
Creating a sense of Urgency
What is Holding Back
Best discounted rates/prices available
No Service Fees associated with the package
No Termination Fees associated with thepackage
No Contract upon Sign up
Ineffective Rebuttals
Effective Rebuttals
Rebuttal Recommendations
Customer Objection: Call Back Suggestions- Effective Rebuttals
If you sign up today, there will be No Contract with the package
If you register today, there will be No Termination fees associated with the package
I understand that you want me to call back (time/day); however, could you please let me know what’s holding you
back?
PRACTICAL APPLICATIONSIMPROVE
Rebuttal Tactic
Scenario Practical Application 1 Practical Application 2 Practical Application 3
Creating Urgency
Not InterestedWe only have limited period offer, I do not guarantee
for the availability when you call backI didn’t expect you to be interested, but this is the best
available offerYou can reserve this slot and I can register it
Call Back LaterI can’t guarantee on this rate and this is the cheapest
that I can getI have limited package and it is possible that you do not
find availability when you call backI would rather hurry up and book before it sells out instead of
calling back
RatesWe have 90% occupancy on this package, and prices
are subject to changeWe have only few slots available at this price, and cannot
guarantee the availabilityThere is no termination fees associated with the package
Lowest Price
Not InterestedThat’s fine, and many people I speak with tell me the
same thing as wellThat is exactly why I am here. Let me share that with this
package there is No Service feeI understand but let me also share that there are no
termination charges applicable upon signing up today
Call Back LaterThis is the cheapest limited rate we are running and you might not get the same rate when you call back
This is the most discounted rate that we have which is for a limited time period and I do not guarantee that you will
get it when you call back
This cheapest rate is for very short period and you might not get it when you call back
RatesI can wait over the call when you consult as you
might not get the same rate availableThis is the lowest rate that you might not get again if you
do not take it right nowYou would rather like to hurry up and get this lowest rate
instead of consulting with someone
Free Cancellation
Not Interested before I leave let me ask you a couple of questionsI understand, but if you subscribe today, then you are
entitled to get a free cancellation
Could you please let me know the reason you’re not interested. Because if you book today, then I will get you a
free cancellation
Call Back LaterYou can register it now and call back if you change
your plan as it is free cancellationI would rather suggest you to register now instead of
calling back as it is free cancellationThere is no cancellation fee, you can call back if you change
the plan and get full refund
RatesYou can register and make subscription safe and cancel at any time with getting full refund after
consulting
It is free cancellation, so you can cancel it without getting charged after consulting
I also have refundable rates specially for you
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26% 28% 26% 28% 27%31%
25% 24% 24%22% 21% 23%
30%27%
24% 25% 24% 25% 25% 24% 26% 26% 26% 26% 27% 26% 26% 26% 27% 27% 27% 28% 28% 28% 28% 28% 28% 29% 29% 29% 29% 30% 30%
19
-No
v
20
-No
v
21
-No
v
22
-No
v
23
-No
v
24
-No
v
25
-No
v
26
-No
v
27
-No
v
28
-No
v
29
-No
v
30
-No
v
1-D
ec
2-D
ec
3-D
ec
4-D
ec
5-D
ec
6-D
ec
7-D
ec
8-D
ec
9-D
ec
10
-Dec
11
-Dec
12
-Dec
13
-Dec
14
-Dec
15
-Dec
16
-Dec
17
-Dec
18
-Dec
19
-Dec
20
-Dec
21
-Dec
22
-Dec
23
-Dec
24
-Dec
25
-Dec
26
-Dec
27
-Dec
28
-Dec
29
-Dec
30
-Dec
31
-Dec
Current +25 +35 +45
Sales Effectiveness –17-19(Actual Range) R – 0.016Conversion: 24%-30%
Sales Effectiveness –25(constant) R – 0.016Conversion: 35%
Sales Effectiveness –35(constant) R – 0.016Conversion: 49%
Sales Effectiveness –45(constant) R – 0.016Conversion: 63%
Conversion when Sales Effectiveness Scores increase by increments of 10
63%
49%
35%
Predictive Analytics
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Predictive Model: Successful Behaviors Increase RevenuePREDICT
Current Week Week 2 Week 4 Week 6
23106
24261
26572
30038
34659
29196
30656
32116
33575
35035
$2,163,200
$2,367,702
$2,480,400
$2,593,180
$2,705,797
$2,000,000
$2,100,000
$2,200,000
$2,300,000
$2,400,000
$2,500,000
$2,600,000
$2,700,000
$2,800,000
10001500200025003000350040004500500055006000650070007500800085009000950010000105001100011500120001250013000135001400014500150001550016000165001700017500180001850019000195002000020500210002150022000225002300023500240002450025000255002600026500270002750028000285002900029500300003050031000315003200032500330003350034000345003500035500360003650037000
Current Improvement 5% Improvement 10% Improvement 15% Improvement 20%
Asking for Sale Creating Urgency Revenue
Predictive Model: Successful Behaviors Increase Revenue
Present Rate
$2,367,702
+5% Improvement
+10% Improvement+15% Improvement
+20% Improvement
$2,480,400 $2,593,180$2,705,796
By Improving Asking for Sale and Creating Urgency on an
enterprise level by 20% in
the sample set of 44,374 calls, our predictive model forecasted an increase of
$542,597in the revenue
Note: This model is based on the data collected in the month of July. These analysis will be run quarterly to ensure we have enough data to observe any new patterns or see any visible deviations from the last output.
Service
PREDICT
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APIAI/HI
Structured Data converted intoActionable Insights/Reports
Coaching Recommendations:• Insights for Improvement• Training Need Analysis And
Identification• Agent Handbook
Call Ingestion: Direct API/SFTP
AI or HI Input as Required
Etech Database
Transforming Scores To Insights
=
Data Processing and MappingSQL DB Upload
Client Process Recommendations:• VOC Analysis• Customer Sentiment Analysis• Customer Satisfaction Drivers• Insights for Strategic Decision
API Integration
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Big Data Anyone?
1%
70%
of customer voice data is actually understood
of feedback (Voice of Customer) is shared via phone calls by your consumers
1% of actual Voice data of VOC is listened to by companies
29%of other VOC is not fully understood due to different systems or lack of tools to integrate all data together
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Data, Data Everywhere
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$cience and $oftware
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Male70% of Data Scientists in our
research were male
2 LanguagesData scientists speak at least 1 foreign language on average
2 YearsThe median experience as data scientists of professionals in our
research was 2 years
4.5 YearsPeople who work as data scientists
currently have a median work experience of 4.5 years
R and/or PythonMore than 50% of the data scientists in our research work in R and/or Python
Master or PhD75% of data scientists have a PhD (27%)
or a Master (48%) degree
Source: 360 Data Science
Data Transformed - Business Insights
Creating Urgency functioned as
a successful rebuttal for the top 3 objections
Lowest price rebuttal was successful 23% of
the times when customers objected to the price being offered
2%
7%
7%
15%
26%
36%
2%
3%
8%
13%
23%
30%
1%
3%
4%
8%
14%
19%
Holiday
Stay onPhone
CheckOther
Property
FreeCancellati
on
LowestPrice
Urgency
Successful Rebuttals Against the Top 3 Objections
Consult with someone
Rates too high
Call back later
Discounted rates: 198
www.etechgs.com | confidential 58
Effectiveness Rating Evaluated 170k +
calls on scorecard to give detailed output
using AI
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11/01/2019 TO 11/30/2019
KPI & Revenue Impact
33%Revenue Growth
22%Decrease in Hold
Time
31%Additional Call
Handled
2%Increase in Conversion Rate
8%Increase in Effectiveness Score
3%Decrease in Cancellation Rate
The 2% increase in conversion resulted in more than $542K
in incremental revenue and is about a 2000 basis points
RESULTS
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What questions do you have?
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Matt CecilSr Manager - Digital Strategy
twitter.com/MattSCecil
linkedin.com/in/matt-cecil-1664aa38
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Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 63
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 64
History of Firsts
1983
First commercial cellular phone call made
2002
First to launch 3G in the US
2004
First to launch 100% fiber-optic broadband network
2010
First to launch 4G in the US
2019
First to launch 5G in the world
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
#1 overall network performance in the US for 12th consecutive time by Root Metrics
#1 in Wireless Network Quality for the 23rd
consecutive time by J.D. Power
65
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 66
We are a leading company, except...
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
119M Retail Connections
99% Fortune 500 served
>500M Annual transactions
$131B Annual Revenue
67
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 68
Verizon 2.0 - Framework for Building a Better Tomorrow
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 69
Verizon 2.0 organized the company around the customer
Wireless Wireline
Verizon 1.0
Consumer
Business
Network
Consumer
Business
Network
Consumer Business
Wireless
Wireline
5G
Wireless
Wireline
5G
Verizon 2.0
Network
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 70
Verizon 2.0 Strategies
Be a recognized leader in customer experience equal to our network
Build best-in-class digital experiences for all customers
Continue “first to” leadership with 5G and setting the industry standard
Invite our strategic partners to play a larger role in our ecosystem
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 71
Verizon 2.0 Strategies
Be a recognized leader in customer experience equal to our network
Build best-in-class digital experiences for all customers
Continue “first to” leadership with 5G and setting the industry standard
Invite our strategic partners to play a larger role in our ecosystem
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
Digital Priorities
SIMPLIFYCustomer JourneysProfitability
OPTIMIZE & PERSONALIZE
Experiences
DRIVE
● Grow Digital Shopper Traffic
● Seamless Purchase Experience
● Delivery & Fulfillment Evolution
Digital Growth
● App as the first point of contact
● Simple Service & Support
● Best in Class Customer Experience
Digital Adoption
● Optimization and Personalization
● Digital Operations Excellence
● Digital at the Core
Optimize & Transform
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 73
Is the hype on AI real?
154kPatents filed in AI since 2010
Source: EconSight Patent Analytics
240%Growth of AI in enterprise since 2015
Source: Gartner 2019 CIO Survey
$10BVC Investments in 2018
Source: CB Insights
$80BProjected annual spend by 2021
Source: IDC
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 74
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 75
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Guided Sales Flows
AI driven decision engine for devices and plans
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 76
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Guided Sales Flows
2019 Performance
2.8M engagements
1.1M recommendations
1.5% conv rate vs. 0.3% BAU (5x)
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 77
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Chatbot
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 78
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Chatbot
2019 Performance
62M sessions (+78% Y/Y)
212M questions (+108% Y/Y)
93.7% intent accuracy (+40% Y/Y)
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 79
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Sales Chat Overview
1,000 agents across 6 centers
Handle 7M chats/yr
Deliver 1.2M sales/yr
Assist with 25% of digital sales
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 80
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Top sales agents deliver exponentially higher results
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 81
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
AI identifies optimal conversation flow to drive conversions
Start
Sale
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 82
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Offer real-time recommendations to chat
agents based on optimal conversation flow
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 83
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
2019 Performance
Gross Adds: 15.8% Conv rate vs. 12.6% control
Upgrades: 27.1% Conv rate vs. 13.8% control
Accessory Rev: $6.50/chat vs. $3.13 control
Protection Plans: 41.6% Attach vs. 21.8%
control
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 84
Doubling Down on AI Technologies
Automated Experiences
Agent Augmentation
Agent Feedback
Text Analytics
Real-time Sentiment Analysis
QA Bots
Etech Insights
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 85
Is your company ready for AI at scale?
Strong data governance and architecture
Significant financial investment
Executive support
Human resources investment
Diligentresearch
Diversify your AI portfolio
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
What questions do you have?
www.etechgs.com | confidential 87
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Did You Do The #10YearChallenge?
2009 2019 2009 2019
2009 2019
2009 2019
www.etechgs.com | confidential 90
Hi! I’m a virtual assistant. Are you interested in one of our awesome products?
When will I receive my order?
Enter your Order Number:
ORDER NUMBER
SEND
Your order will arrive in one business day
Mm.. I’m not sure about that balance can I talk to a person?
Sure, I’ll contact you with an agent now.
Hi Mark Ashley here. I’m checking that balance for you
Thank you so much
Ashley is now available
2009 2019 2009 2019
Redefine CX #10YearChallenge
What Happens When We Don’t Evolve
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Benefits Companies Would Like to Realize Embedding AI Into Their CX
www.etechgs.com | confidential 92
Improved customer
satisfaction
Increased revenue growth
Improved Brand Loyalty
Opportunities to create new business
models
Improved depth of customer
engagement
Improved decision making
Improved cost savings
Improved customer insights
Improved efficiencies
Improved employee satisfaction
Source: IBM Institute
Growth Benefits
Operational Benefits
The Crystal Ball has Arrived
The New Way To Work Is to Embrace TechnologyBut Not To Become it.
-Gerd Leonhard
www.etechgs.com | confidential 93
The changes are COMBINATORIAL – Human Intelligence and Artificial Intelligence together amplifying on creating a PERFECT STORM of change to customer experience.
Customer Experience Change – Exponential or Gradual?
-Gerd Leonhard
www.etechgs.com | confidential 94
In a world driven by tech…Your people matter more than ever.
Job looks the same butyour customer expectations have changed.
Machine Learning Is Lost Without People
www.etechgs.com | confidential 95
Record your Calls Capture Metadata Define ObjectivesMeasure Effectiveness
Monitor & Evolve Ongoing Refinement
We Focus On CX, YOU Decide Tools
IMPLEMENTATION STEPS
Paper Form Excel
Artificial Intelligence & Human Intelligence
TOOLSVolume, Commitment to Customer Experience
DECIDING FACTORS
www.etechgs.com | confidential 96
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The Need For Human Intelligence And Artificial Intelligence In Customer Experience
Techniques Applied To Improve Customer Experience Through Human Intelligence And Artificial Intelligence
Deliver 360 Degree Customer Experience With Artificial Intelligence And Human Intelligence
Top Takeaways
Every customer call contains thousands of business-changing data points.
Stop guessing.Start acting.
Visit us at booth #207
Contact: [email protected]
Want a copy of deck www.etechgs.com/presentation
www.etechgs.com/ebook
www.etechgs.com | confidential 98