the future of customer service...the future of customer service webinar - march 22, 2016. webinar...
TRANSCRIPT
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 [email protected] 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 [email protected]
Bill PieperEPIC [email protected]
Bruce [email protected]
Matt [email protected]