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CX Architecture – Using Agent
Insights to Design a
Remarkable Experience
Jim IyoobChief Customer Officer
Etech Global Services
Shawndra TobiasAsst Vice President, Customer
Experience, Etech Global Services
Erica KellyDirector Strategy and Ops
Verizon
www.etechgs.com | confidential 2
Jim Iyoob
Chief Customer Officer
• 936.371.2640
• about.me/jiyoob
• @jiyoob
• facebook.com/jim.iyoob
• linkedin.com/in/jimiyoob
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
COVID-19 WAH and Opportunities
Tools for the new world
www.etechgs.com | confidential 4
Etech’s Vision and Mission
Integrity
Valuing people
Team Work
Accountability
Adaptability
Vision
Humility
Communication
Creativity Positive Influence
TeachabilityCourage
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
24/7/365 · Multilingual
2003
Grew from 400 in
1 location
NO
MERGERS
NO
ACQUISITIONS
Trusted advisor
to numerous
Fortune 50
companies
Inbound, Outbound, Chat, Sales,
Service and Tech Support
Customer Engagement
Solutions
Actionable Insights for Total Quality
Management to Enhance Operational
Efficiency and Customer Experiences
Etech Insights
Software/Application Development
Custom Reporting, WFM
Etech Technology
Solutions
Ou
r Jo
urn
ey
Ou
r B
usin
ess
Ou
r A
ward
s
Who is Etech?
www.etechgs.com | confidential 5
3 Countries 8 Sites
3000 Seats
1 Etech
www.etechgs.com | confidential 6
Takeaways
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
CO
VID
-19
Up
da
te
Companies must meet the digital demands and customer experience.
Mine your company data and utilize chatbots to answer questions or provide self-service options for customers.
www.etechgs.com | confidential
7
2000
Customization
2020
Artificial
Intelligence
Internet
of Things
2016
Individualization
2008
Personalization
1990
Segmentation
1980
Spray and Pray
1970
Trend Evolution
www.etechgs.com | confidential 8
CX is a value that accumulates while you build
relationships with customers through communication,
trust, loyalty, and recommendations.
Stop Sampling
| Get all of the data |
Welcome to…
www.etechgs.com | confidential 9
Why CX?
Why Now?
Digital disruption lowers
barriers to entry
Netflix has 65+ million subscribers,
about 3 times more than Comcast
Hyper adoption reduces
customer loyalty
San Francisco has seen a 65% drop
in average trips per taxi following
Uber’s entry to the market
A changing workforce
makes it harder to retain
talent
With over 3.5 million workers,
Millennials surpassed Gen X as the
largest generation in the workforce
www.etechgs.com | confidential 10
Why Customer Experience Is Important
1920s
1990s
NOW
Product
Centric
Price
Centric
Customer
Experience
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
2%Increase in
customer
retention
10%Decrease
in
cost
Customer experience will
overtake price and product as
the key brand differentiator
Source: Forrester
Customer
Understanding
Only 12%
believes their
customer facing
employees can
summarize the
full arc of the
experience
Design
Only 36% require
prototyping and
iteration
Measurement
Only 50% have
modeled how
overall CX quality
influences
customer
behavior
Prioritization
Only 49% know
what key
experiences are
Delivery
Only 33% of firms
require soft-skills
training for
customer facing
employees
Culture
Only 33%
formally evaluate
how customer
centric
experience are
before offering
them a job
Most Companies Have a Long Way To Go
Companies lack discipline in the six competencies to execute great CX consistently
Customer Experience Impacts
7%
11%
12%
14%
18%
18%
20%
Rude/angry employees
Service not personalized
Nothing, our customerslove us
Too much automation/notenough a human touch
Employee who do notunderstand customer
needs
Issues/questionsunanswered/unresolved
Long wait/response time
6.9
7.8
8.1
8.2
8.2
8.5
8.9
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
#1 Frustration Customers Have During Their Experience Putting Customer “On Hold” Drives Them To Switch
Understanding Customer Journey: Drive Moments that Matter
Source: Cisco Customer Success Methodology
Purchase
Making the decision to buy
one product over another
Retention
Buying the same product
again and again
Consideration
Weighting the pros and cons
of one product against other,
similar products
Advocacy
Recommending the
products to others
Awareness
Discovering a product for
the first time
21%
18%
12%
12%
8%
8%
7%
7%
7%
Resolving a Service orTechnical Question
Paying a Bill
Upgrade/ ChangingService or a Device
Resolving a BillingQuestion or Issue
Downgrading
Purchase New Serviceor Device
Installing/ Activating
Browsing
Checking Usage
Value
Resolution
Reliability
Quality
Ease
Large knowledge base
Evaluate and integrate past
observations
Goal directed, focused tasks
Consistent reasoning
Artificial
Intelligence
Human
Intelligence
Creativity and imagination
Foresight about future
alternatives and risks
Adaptive dependent
Intuition and emotion
Delivering what customers want.
AI in CX | A myth or failure?
IBM’s “Watson for Oncology”
cancelled after $62 million
and unsafe treatment
recommendations
Apple’s Face ID security
fooled by simple face mask
Going Beyond Technology and Data to Reach Human Wisdom
VOC analysis
Customer sentiment analysis
Customer effort analysis
Insights for strategic decision
Process Recommendations:
Insights for improvement
Training analysis needs
Coach and develop people
Playbook and recommendations
Coaching Recommendations:
How do you capture customer experience?
CSAT Score Agent Quality
Effort Score Net Promoter Score
How would you rate this interaction? Overall QA score/rating for an agent
1-7 Scale = % Easy Minus % Difficult % Promoters Minus % Detractors
Challenges in today’s world.
Quality
Score
Call
Type
Feedback
Sessions
Analysis
Paralysis
Conference
Calls
Limited
Insights
#CoachingConfusion
www.etechgs.com | confidential 18
Shawndra Tobias
Asst. Vice President CX
• 936.371.1817
• facebook.com/shawndra.tobias
• twitter.com/shawndra_tobias
• linkedin.com/shawndra-tobias
Listen
Identify
Analyze
Improve
Predict
Traditional ApproachAgent Opportunities
High AHT
Incorrect Hold
Cross-Sell
Dead Air
Call Reason
Call Disposition
Tra
ns
form
Yo
ur
Cu
sto
mer
Insig
hts
The Iceberg Effect
www.etechgs.com | confidential
Visible
Not Visible
20
www.etechgs.com | confidential 21
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?
Said and Unsaid | Customer Experience Approach
Listen
www.etechgs.com | confidential 22
KPIs Problem-solving
Effort Competition
10816
10816
271830%
30%
40%
Ask for Sale Urgency Objection Handeling
Inner Circle:
Total Population
Outer Pieces:
Success
Percentage of
the Behavior
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
Asking the Right Questions Successful Behaviors
Using Behaviors to Improve Experience
Identify
www.etechgs.com | confidential 23
Major Objections Rebuttals Provided on Objections
Agent Behavior Analysis
22.4%
38.2%
56.5%
58.5%
60.5%
63.4%
Customer moved
Not Satisfied
Has anotherservice/contract
Rates
Call back
Not interested
Interactions14.9%
33.3%
23.5%
23.7%
54.4%
25.1%
70.2%
51.8%
55.7%
58.0%
54.3%
64.0%
4.3%
4.8%
5.6%
5.4%
6.1%
4.6%
38.3%
36.9%
40.4%
38.1%
38.7%
38.8%
44.7%
35.7%
42.3%
40.5%
39.5%
39.1%
Not Satisfied
Customer Moved
Not Interested
Has anotherservice/contract
Call Back
Rates
No Termination Fee
No Service Fee
No Contract
Discount/Rates
Call back
Identify
www.etechgs.com | confidential 24
What works.
Analyze
-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
16.3
52.1
Avg Rate Opportunity
Confirmed Conversion Ratebased on this sample
www.etechgs.com | confidential 25
Rebuttals Effectiveness
Analyze
14.3%
17.9%
18.3%
24.1%
12.0%
19.2%
15.2%
19.5%
23.1%
24.9%
17.1%
20.2%
50.0%
25.0%
29.8%
27.8%
30.2%
16.7%
16.7%
38.7%
34.5%
37.8%
24.9%
30.7%
23.8%
38.3%
33.8%
35.6%
25.3%
32.5%
Not Satisfied
Customer Moved
Not Interested
Has anotherservice/contract
Call Back
Rates
No Termination Fee
No Service Fee
No Contract
Discount/Rates
Call back
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
www.etechgs.com | confidential 26
Drive Quick Improvement
Improve
60
71
83
15
16
18
21
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 the package
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?
www.etechgs.com | confidential 27
Practical Applications
Improve
Rebuttal
TacticScenario 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 back
I 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 get
I have limited package and it is possible that you do
not find availability when you call back
I 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 change
We have only few slots available at this price, and
cannot guarantee the availability
There 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 well
That is exactly why I am here. Let me share that with
this package there is No Service fee
I understand but let me also share that there are no
termination charges applicable upon signing up today
Call Back Later
This 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 available
This is the lowest rate that you might not get again if
you do not take it right now
You would rather like to hurry up and get this lowest rate
instead of consulting with someone
Free
Cancellation
Not Interestedbefore I leave let me ask you a couple of
questions
I 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 cancellation
I would rather suggest you to register now instead of
calling back as it is free cancellation
There is no cancellation fee, you can call back if you
change the plan and get full refund
Rates
You 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 consultingI also have refundable rates specially for you
www.etechgs.com | confidential 28
Predictive Model: Successful Behaviors Increase Revenue
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-N
ov
20-N
ov
21-N
ov
22-N
ov
23-N
ov
24-N
ov
25-N
ov
26-N
ov
27-N
ov
28-N
ov
29-N
ov
30-N
ov
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-D
ec
11-D
ec
12-D
ec
13-D
ec
14-D
ec
15-D
ec
16-D
ec
17-D
ec
18-D
ec
19-D
ec
20-D
ec
21-D
ec
22-D
ec
23-D
ec
24-D
ec
25-D
ec
26-D
ec
27-D
ec
28-D
ec
29-D
ec
30-D
ec
31-D
ec
Current +25 +35 +45
Sales Effectiveness –17-19(Actual Range)
R – 0.016
Conversion: 24%-30%
Sales Effectiveness –25(constant)
R – 0.016
Conversion: 35%
Sales Effectiveness –35(constant)
R – 0.016
Conversion: 49%
Sales Effectiveness –45(constant)
R – 0.016
Conversion: 63%
Conversion when Sales
Effectiveness Scores
increase by increments of
10
63%
49%
35%
Predictive Analytics
Current Week Week 2 Week 4 Week 6
Predict
Current State Boosted Variable
www.etechgs.com | confidential 29
Predictive Model: Successful Behaviors Increase Revenue
Predict
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
100015002000250030003500400045005000550060006500700075008000850090009500
10000105001100011500120001250013000135001400014500150001550016000165001700017500180001850019000195002000020500210002150022000225002300023500240002450025000255002600026500270002750028000285002900029500300003050031000315003200032500330003350034000345003500035500360003650037000
Current Improvement 5% Improvement 10% Improvement 15% Improvement 20%
Asking for Sale Creating Urgency 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
$542,597 in revenueService
www.etechgs.com | confidential 30
APIAI/HI
Structured data converted into
Actionable Insights/Reports
Coaching Recommendations:• Insights for Improvement
• Training Need Analysis And
Identification
• Agent Handbook
Call Ingestion:
Direct PI/SFTP
AI or HI Input
as Required
Etech Database
=
Data Processing and MappingSQL DB Upload
Client Process
Recommendations:• VOC Analysis
• Customer Sentiment Analysis
• Customer Satisfaction Drivers
• Insights for Strategic Decision
API Integration
www.etechgs.com | confidential 31
Evaluated 170k +
calls on scorecard
to give detailed
output using AI
www.etechgs.com | confidential 31
1/01/2020 TO 1/30/2020
Effectiveness Rating
Key KPI and Revenue Impact
33%Revenue
Growth
22%Decrease in
Hold Time
31%Additional Call
Handled
2%Increase in
Conversion Rate
8%Increase in
Effectiveness
Score
The 2% increase in conversion resulted in more than $542K in incremental
revenue and is about a 2000 basis point improvement
8%Increase in
Effectiveness
Score
2%Increase in
Conversion Rate
3%Decrease in
Cancellation
Rate
COVID19 Remote Deployment Peaks
% FrustrationLast 10 days
1.6% | 22.7%132 of 8,376 interactions
% Powerless to HelpLast 10 days
5.4% | 72.9%450 of 8,376 interactions
% Can’t UnderstandLast 10 days
0.8% | 3.1%71 of 8,376 interactions
% Internal EscalationLast 10 days
0.9% | 40.4%78 of 8,376 interactions
% External EscalationLast 10 days
0.5% | 75.5%39 of 8,376 interactions
9.9%from 2
weeks prior
Avg. Interaction Length (w/Delta)Apr 6 – Apr 15, 2020
7:45 |Avg. length (mm:ss)
on 7,369 interactions
13.7%from 2
weeks prior
Avg. Silence Time (w/Delta)Apr 6 – Apr 15, 2020
7:45 |Avg. silence (mm:ss)
on 7,369 interactions
Sharp increase in negative Experience factors:
• External Escalation increased 75.5%
• Agent Channel Powerless to Help language increases by 72.9%
• Internal Escalations increase 40.4%
• Dual Channel Frustration language increased by 22.7%
• 9.9% Increase Avg. Interaction Length
• 13.7% Increase Avg. Silence Time
SWOT Team
Approach(Communication, collaboration
and leadership)
Frictionless remote
coaching and
engagement strategy
Consistent progress
updates using
technology
Adaptability
Respond and Empower Agents
Distress Indicators are reduced or eliminated
% FrustrationJun 15 – Jul 1, 2020
9.7% | 11.7%930 of 9,598 interactions
% Powerless to HelpJun 15 – Jul 1, 2020
20.9% | 11.3%2,009 of 9,598 interactions
% Can’t UnderstandJun 15 – Jul 1, 2020
1.9% | 2.8%181 of 9,598 interactions
% Internal EscalationJun 15 – Jul 1, 2020
1.2% | 4.7%113 of 9,598 interactions
% External EscalationJun 15 – Jul 1, 2020
0.8% | 4.1%80 of 9,598 interactions
Avg. Interaction Length (w/Delta)Jun 15 – Jul 1, 2020
7:08 |Avg. length (mm:ss)
on 9,598 interactions
Avg. Silence Time (w/Delta)Jun 15 – Jul 1, 2020
1:43 |Avg. silence (mm:ss)
on 9,598 interactions
Sharp decrease in negative Experience factors:
• 71.4% decrease in external escalations
• 61.6% decrease in agent channel powerless to help language
• 45.1% decrease in internal escalations
• 11% decrease in frustration language
• 37 seconds decrease average interaction length
• 22 second decrease in silence time
• Total reduction of 59 seconds in AHT
2.3%from 3
weeks prior
0.1%from 3
weeks prior
April – June Comparison
0
10
20
30
40
50
60
70
80
April June
Experience Factor Distress Signals
Powerless Frustration Escalation
www.etechgs.com | confidential 37
Erica Kelly
Director
Strategy and Operations
• 609.571.6519
• IG: ericakellymt
• linkedin.com/in/erica-kelly-392a2a30/
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 38
March 13th-CurrentJanuary-March 12th
• 5K+ Employees
• 99% WAH in 1 week
• Daily Communication
• Tools and Collaboration
COVID-19 Transformation
Safety Communication Process Support BAU Engagement
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 39
25%Lower
Turnover
24%Happy and
Productive
75%Fewer
Distractions
76%Want Flexible
Hours
86%Reduces
Stress
40%Love
Flexibility
44BDollars Saved
by Employers in
2015
Why allow your employees to work from home?
Improved
AttendanceLess
Emissions
69%Millennials Would
Give Up Other
Benefits For
WAH
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 40
4 Focus Areas
Coaching Training
Collaborating Team Building
• Video calls/team chats
• Updated forms and
dashboards
• Calibrations
• Creating an in-person
environment
• Engagement tools
• Less is more
• Agile environment
• Constant updates
• Consistency
• OOB thinking
• Use of online tools
• Partnerships across orgs
• Frequent employee input
• Closed loop feedback
• During and after work
activities
• Fun and volunteerism
• Video chat apps
• Not one-size fits all
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 41
AHT
Product Mix
Repeats
% Answered
Dead Air
Hold
Customer SentimentAfter Call Work
Call Type
Occupancy
Employee PerformanceTool Utilization
System Interactions
Talk Time
Transfers
Employee Sentiment
Data insights, become virtual eyes and ears
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
Analytics drive actions and yield best-ever results
Innovation LoadingCOVID-19
4Q19 1Q20 2Q20
7DCR
4Q19 1Q20 2Q20
Sales
4Q19 1Q20 2Q20
Life on Verizon
3Q19 4Q19 1Q20
Pulse
Understand call
drivers
Missed
opportunities
Empowering
employees
Cross-functional
chats
Installation process
innovation
Self set up
Modify offers
Reinforce digital
receipts
Way to
communicate
during
unprecedented
times
Act upon feedback
Employees feel
heard
Feedback matters
Communicate
learnings and
actions
42
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 43
Earned top rank for pandemic response
Get employees home and safe
Robust leave policy
Dependent care options
Service innovations
Social responsibility focus
Feedback sessions
Nimbleness in execution
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited. 44
Verizon confidential and proprietary. Unauthorized disclosure, reproduction or other use prohibited.
www.etechgs.com | confidential 46
Why should we change?
Source: Forrester
Customer
Understanding
Only 12%
believes their
customer facing
employees can
summarize the
full arc of the
experience
Design
Only 36% require
prototyping and
iteration
Measurement
Only 50% have
modeled how
overall CX quality
influences
customer
behavior
Prioritization
Only 49% know
what key
experiences are
Delivery
Only 33% of firms
require soft-skills
training for
customer facing
employees
Culture
Only 33%
formally evaluate
how customer
centric
experience are
before offering
them a job
Most Companies Have a Long Way To Go
The new way to work is to embrace technology. But not to become it.
In a world driven by tech, your people matter more than ever.
Job looks the same but,
your customer expectations have changed.
Machine Learning Is Lost Without People
www.etechgs.com | confidential 48
www.etechgs.com | confidential 49
We Focus On CX, YOU Decide Tools
Tools Implementation Steps
Record your Calls
Capture Metadata
Define Objectives
Measure Effectiveness
Monitor and Evolve
Deciding Factors
Ongoing Refinement
www.etechgs.com | confidential 50
Takeaways
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
CO
VID
-19
Up
da
te
Companies must meet the digital demands and customer experience.
Mine your company data and utilize chatbots to answer questions or provide self-service options for customers.
The future is here, but it’s not evenly distributed.C
OV
ID-1
9
On the go
Purchase ease
Fast fulfillment
Unavailability
Bad experience
Need for AI
Shopping online is the new normal
30% plan to shop more online in the future
CX leaders are investing in customer data
platforms (53%) and real-time decision
engines (45%)
13% increase in average utilization of
brain power robots since January 2020
So what can I do?
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Questions, contact us.
Virtual booth information 26th and 27th