the new era of customer service
TRANSCRIPT
This is what you want.
DISRUPTION IS REAL
This is what you don’t want.
THE SPEED OF CHANGE IS UNPRECEDENTED
EvolvingMarkets
CrowdsourcingRegulation
CryptocurrenciesNew IT BuyersTalent Shortage
EvolvingTechnologies
Software-DefinedSilicon Photonics
Digital ManufacturingMicro Virtualization
Containerization
EvolvingPlatforms
MobileInternet of Things
CloudSocial
EvolvingExpectations
Tech-Savvy Consumers
Rich, Integrated Experiences
Omni-ChannelGamification
DIGITAL TRANSFORMATION IS KEY
Digital Lifestyle
Digital Now
Digital Creeper
Digital Divide
Digital Bubble
Digital Noise
Digital is hitting us on all fronts
The Digital LIFESTYLEMobile Payments
Mobile SurveillanceWearables
The Digital NOWInstant onInstant gratificationAll data, all devices, anytime, anywhere
• Over Targeting• Botnets• Drones
| The Digital Imperative9
The Digital CREEPER
BEST User Experience
MIND the Widening Gap
Multi-medium RESPONSES
The Digital DIVIDE
Over Personalized & Over Filtered
Balanced Content
Randomized Targeting
The Digital BUBBLE
Notifications across every device in a different delivery format (mobile, email, SMS etc.)
Information overload
Possible abandonment
The Digital NOISE
The FUTURE…
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE
IT’S ALL ABOUT PERSONALIZATION
• Mobile• Native App on iOS• Apple Pay• TouchID – Rewards cards
etc.• Proximity - iBeacons etc.
• Cloud• Omni-Channel
experience
• Support• Persistent chat• Social channels
• Personalized Shopping• Predict my needs• Deliver custom deals• Inform me on sales on
previous purchases
WHEN THINGS GO HORRIBLY WRONG
Need to purchase a kid's bed, researched online
Purchase made online, local pickup Order Cancelled
Contacted customer service, was asked to call
local store
Called local store, indicated they cancelled order due to stock check
Asked to confirm stock, waited on phone for 20
min
Arrived at store, nothing was ready
Asked again if I wanted to pick it up right away?
Asked to run credit card again due to order
cancellation
Asked to sign up for rewards program, then given plastic cards with
no mobile app integration
Asked to drive to dock, no one shows, no one at
dock
Drove to the front and then asked to arrive at
front entrance
Need to purchase a kid's bed,
researched online
Purchase made online, local
pickup
Arrived at store and picked up bed
WHEN THINGS GO WAY BEYOND EXPECTATIONS
Rash Tweet Email Conferencing Replacement
Social Collaboration
Customer Service Management
How do we deliver the best
customer service
experience?
#1: REIMAGINE THE CUSTOMER JOURNEY
• Build a 3 year digital strategy, be prepared to pivot
• Unify customer experience across all modalities and channels
• Rethink customer engagement
#2: EXPAND REACH• Self-help, repetitive advice/answers• Online community engagement• Click to call text/voice/video
#3: MODERNIZE PLATFORMS• Data: Big, Small, Analytics, Algorithms, Visualizations• IoT, Proximity, Omnichannel, Community, Contact Center• Infrastructure: Private, Public, Hybrid
Our JOURNEY with Digital Transformation• Delivering customer value through social
channels• Accelerating Marketing Automation• Experimenting with Advanced Analytics,
Machine Learning and Big Data
OUR PRACTICE FRAMEWORK:
Conferencing & Messaging
Voice
Video
Content Sharing
Office Applications
Portals
COMMUNICATIONSAdoption & Integration
Contact Center
Omni-Channel
PRODUCTIVITY ENGAGEMENT
75+ Solution Partners
Full Lifecycle Multi-Platform Professional Services
100+Solution Architects
150+Services Engineers
18+Voice CCIEs
Solutions & Services Partners Accolades and Awards
1M+IP Endpoints Deployed
15+Years Hosting Experience
5,000+Collaboration Deployments
125+75+
WE KNOW COLLABORATION
CDW helps our clients bring the puzzle pieces together into a seamless experience end users expect
THE COLLABORATION PUZZLE: WE CAN HELP
VoiceVideo
Social
Content Sharing
Mobile
Conferencing
IM/Presence
Contact Center
Persistent ChatNATHAN COUTINHODirector, Collaboration Practice
The New Era of Customer Service