Jason RobertsHead of Customer Contact Centre

Digital ambitions

Customers have more challenging expectations

We have to provide an Omni-channel experience and the choice of channel is theirs to make

We are all expected to know each customer, to recognise them and proactively support their experience

Developing the future for customer contact

Proactively provide self-serve capability to remove unnecessary complexity and contact points

Improving your ability to deliver appropriate solutions for all customers, first time, in their choice of channel

Improve your visibility of the end to end customer journey, and take proactive steps to prevent failure

What does this mean in real terms

A new digital future growing to match consumer expectations

Source Verint research – Digital tipping point 2016

A digital future that we need to invest into

Source Verint research – Digital tipping point 2016

Keep the plan simple, as business needs haven’t changed

Digital ambitions… are they really new thinking

Improve

Efficiency

Deliver

Value

Empowering Customers

Improve your customer experience

and develop long term loyalty

The Digital imperatives are to

Provide Support

Build Trust Close the

Gap

Encourage everyone in the organisation to provide appropriate solutions and be vocal challengers

Digital solutions start in the same place

Customer

SystemsPeople

Watch outs when building the Digital future

Manage the gap

People first

Be aware of silo’s

As Contact Centres we are the Customer’s voice

Keep it Simple

Be a passionate advocate

Factual challenge

Never lose sight of the strength we all have…

Your Teams

Your Customer

Clear Vision

Be passionate and deliver through…

Engaged Colleagues

Customer Driven

Solutions

Relentless Challengers

Jason RobertsHead of Customer Contact Centre February 2017

appendix

15

DELIVER & INSTALLWe’ll deliver and recycle at a time that suits you

Set-Up

We can set up your new product and give you a one-to-one tutorial

Support

Our support services can help you get the most out of your devices

Repair & ProtectWe’ll fix it if it breaks to get you up and running in no time

CustomerFocus

ChannelConsistency

EngagedColleagues

Building an environment where your colleagues are empowered to deliver

outstanding customer experiences and appropriate solutions

Say yes more !....

16

Remember to engage our teams, no one can do this alone

Social as well as Business

Local as well as National

Personal as well as Corporate

17

Developing your future leaders

Recognising great individuals and teams

Listening to colleagues and improving process

Providing clear progression framework

Building a talent pipeline for the future

542 Ideas Implemented