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Leveraging Preference
Management to Advance
Digital Customer
Engagement X
Customer
engagement is
changing –
Multichannel demand
continues to grow
4/26/20182 © LiveVox 2018
Looking to the more imminent future…
digital channel planning is set to increase
over the next few years as follows:
Mobile apps:
41.6% to 75.45%
Web chat:
44.3% to 81.1%
* https://www.ibm.com/blogs/watson/2017/10/top-7-trends-for-enterprise-call-centers-in-2018/
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Current
Digital
Strategies
are Primarily
in-Channel
Phone
Self-
Service
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• Disconnected
customer journeys
• Unempowered agents
Shifting further away
from a customer-centric
experience by creating
siloed and one-way
interactions with:
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• According to a study by Google, 61% of mobile
users call a business when they’re in the purchase
phase of the buying cycle. *
• Majority of respondents would call instead of reach
out online because they’re looking to get a quick
answer (59%) or talk to a real person (57%). *
• As a result, Facebook and Google introduce click-
to-call” features *
• Wait time expectations went from 13 min. to 3 min in
the last 3 years **
(https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being)*
https://www.icmi.com/Resources/Customer-Experience/2017/03/What-Do-Customers-Really-Think-About-Long-Wait-Times**
Yet, engaging with an agent
remains the most critical function
of customer engagement
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© LiveVox 2018
Agents can be empowered to evolve contact centers
from digital outreach to digital engagement
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In 2016, The Global Contact Centre
Benchmarking Report outlined that
42% of all customer interactions had
become digital.
Each digital interaction, however
small, leaves behind a trail of data
which speaks to the individual
consumer’s needs, demographic and
purchasing behavior.”
https://www.ibm.com/blogs/watson/2017/10/top-7-trends-
for-enterprise-call-centers-in-2018/
Top 7 trends for enterprise
call centers and customer
service in 2018
Connecting customer history across
channels is key to establishing a
customer-centric engagement
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4 Key Questions to Think About…
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1. How much control do you
have over your customer data?
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Creating customer-centric
engagement starts and
ends with customer data
Each interaction, across each channel,
provides more insight into customer preference
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But that data is
stuck in-channel
Self-Service
Voice
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The key is to
centralize the data…
Self-Service
VoiceCustomer Preference
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…and be able to
configure it
T-Shirt
Size
Income
Age
Residence
Service
Level
Household?????
?????
?????
13 © LiveVox 2018
Customer Preference
2. How Actionable is your
Customer Data ?
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15 © LiveVox 2018 4/26/2018
E-mailIncome
Residence
Service
Level
Self-Service
Voice
Apply customer data
into all workflows
3. How Well can You Mange Customer
Preference across Channels?
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Self-Service
Voice
Embed Customer Preference
across All Workflows
17 © LiveVox 2018
Customer Preference
E-mailx
4. How Empowered are your
Agents to Engage with Customers?
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See customer history
across all touchpoints
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Manage
Consent
Preferences
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Enable
Response
Capabilities…
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….with Structured Digital Templates
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Gather
Feedback Gather Feedback
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Each Interaction
becomes more
Intelligent
• Capture Consumer Preferences
• Standardize Brand Experience
• Optimize Cross-channel Cadence
• Capitalize on Upsell/Cross-Sell Opportunities
Cloud lowers the barrier to adoption
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With hardware
technology, solving
for these issues
would be possible but
come at a high cost
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Cloud eliminates
the vast majority
of these costs
and accelerates
implementations
Leveraging Preference
Management to Advance
Digital Customer
Engagement X
