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Curating your Customer Engagement Ecosystem.Amit Shankardass,
EVP Marketing, Teleperformance
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Chat BotsRPA
Analytics
Data and SecurityAgent Profile
CX InsightsOrganizational Silos
Metrics
Video
Governance
Big Data
Virtual Agents
Customer Data
Seamless Experience
MobileJourney Mapping
Technology
Knowledge
Cross Channel
The CX Tsunami
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Journey’s End?
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Re-EngagingSteady StateEarly LifeOn BoardingExploring
Options
Omnichannel Customer Engagement
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Gartner Predicts…
By 2020, 25% of customer service and support operations will
integrate virtual customer assistantstechnology across engagement
channels (currently 10%).
2020
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INTERACTION DYNAMICSGlobal 2015
of companies offered at least fivecustomer service channels
66%of consumers use at least threechannels when interacting with
a company for customer service
15%of customers that used voice are using additionalchannelsto
contact customer service
45%of customers are using digitalchannelsto contact customer
service
60%
Source:
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Globally, customers that had a POSITIVEexperience when
contacting customer service had
14repurchase intention.
% HIGHER
Globally, customers that had a NEGATIVEexperience when
contacting customer service had
26loyalty intention.
% LOWER
85%of merchants expect fraud losses. 1 in 3customers will defect
if incorrectly accused.
IMPACT ON THE BRANDGlobal 2015
Source:
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HAVE
I LACK RESOURCES
WHERE DO I START?HOW DO I START?
ENHANCE THE SERVICE
EXPERIENCE
HELP INTEGRATE ALL
OF THESE DISCRETE SERVICES
Chat BotsRPA
Analytics
Data and Security
Agent Profile
CX InsightsOrganizational Silos
Metrics
Video
Governance
Big Data
Virtual Agents
Customer Data
Seamless Experience
MobileJourney Mapping
Technology
Knowledge
Cross Channel
WE NEED FLEXIBILITY
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Customer Channel Preferences
Select a Multichannel Technology
Adjust Staff Profile
Adapt to the Customer Journey
Recalibrate Metrics
Get Your Data
Ready
Steps to a Successful Omnichannel Experience
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Marketing automation &
digital marketing
Back OfficeApplications
E-commerceWebsite Optimisation
Lead / Case / WorkflowManagement
Customer SegmentationLoyalty Management
Campaign ManagementWeb Analytics
KnowledgeManagement
SFAContent
ManagementField Service /
CPQAgent Desktop
CRM
FulfillmentCompliance
HD/CSSBilling
Transaction Process
Journey MappingText Analytics
Speech AnalyticsReal-Time AnalyticsEnterprise Feedback
Management
Community ManagementMobile AppsFace to FaceSocial Media
ChatSMS
EmailVoice
CRM
MultichannelInteractionFront ends
CTIACD / PBX / OB
DialerIVR
Networks
Performance Management
Quality MonitoringCall Recording
Coaching / E-LearningWorkforce Management
WFO
Siloed Ecosystem
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Provide Capability For Specific Sectors and Applications
Provide External Expertise and Insight
Leverage the Partner’s Ecosystem
ANALYTICS TRANSFORMATION GOVERNANCE
Operationalise a Seamless Omnichannel Customer Experience
Infrastructure
Advisor Network
Point Solutions
PLATFORMSSYSTEMS
INTEGRATIONSECURITY HRM CONTRACTS ESTATE
Strategic Partners
InteractionChannels
Processes
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The Partner Facilitates….
An overarching strategy
Congruence with business goals
Evolution of service over time
Contractual flexibility
KPIs to drive desired outcomes
…IssuesWith
Governance
AlignmentRiskManagement
Measurements
Strategy
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Teleperformance Greece
A GLOBAL FOOTPRINT TO SUPPORT GROWTH ACROSS ALL REGIONS
“Deliveroo never intended to expand beyond the UK, we didn’t
even know if it would expand beyond Chelsea –but we knew another
country was about to steal our idea so we moved faster and captured
that market –now we’re in 50 cities across 12 countries.” HOXTON
VC
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Today, the Benefits are well Understood…
Leverage other’s Core
Competencies
Turn Fixed Cost
into Variable
Access Resources
when Needed
Better Control Over
Outcomes
Acquire Expertise on
Demand
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More than
50of Interbrand’s 2015 Best Global Brandsare already relying on
us as their strategic partner.
%
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Checklist for Curating YourCustomer Engagement Eco System
Get Your Organization Omni Ready
Don’t Wait For Perfection
Generate Top Down Support
Leverage the Partner Eco System
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Maybe You Can’t Predict the Future ….
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….But You Can be Ready!
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Thanks!FOR MORE INFORMATION:
www.teleperformance.com
FOLLOW US
/teleperformanceglobal
@teleperformance
/teleperformance
blog.teleperformance.com
/company/teleperformance
