Three ingredients for exceptional

customer experience

Customers are Using More Channels Than Ever

1 2 3 4 5 6 7 8 9 10 11 12 13 14

channels to interact with service providers

NICE Global Consumer Survey, 2014

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3

…while expending as little effort as possible…

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4

People still like to talk with… People

Customers prefer an authentic agent, over one

who's focused on your needs but impersonal

Three Ingredients for Exceptional Customer Experience

#1 Its about the journey….

A Typical Customer Journey

Buy something

in store

Receive email ads

for something I

ALREADY bought

Call to ask about a

gift I recently

purchased online

Agents asks me

qualifying questions

that they would already

know if they had access

to my web browsing

session

Call with a billing

question – loyalty

discount missing

Please include a demo or

screen shot…

Customer Journey Visualization

A Customer Journey to Write Home About!

Shop Brick

and Mortar

C-Sat

Survey

Purchase

Gift Online

Inquiry:

Wusthof

V

Henckel

Agent makes

recommendation based

on conversation and

previous purchases

Offer to attend

knife skills class

Sign up for

class online

Download

Mobile App

Browse turkey

recipes/tips

Click to

Chat

#2 Listen to your customers

Leveraging the Voice of the Customer

95% of companies collect customer feedback. Yet only 10% use the

feedback to improve, and only 5% tell customers what they are doing

in response to what they heard.

- Gartner Group

Increasing Competitive Advantage

ACTION

98%

52%

42%

15%

8%

Collect

Feedback

Share with

Staff

Use

Insight/Analytics

Make Changes Close Loop

100%

75%

50%

25%

0%

ANALYSIS & INSIGHTS

ENGAGEMENT& COLLECTION

ACTION & TRANSFORMATION

What IS Voice of the Customer?

What do Customers want? What does that mean? How do I use it?

“Forrester defines a VoC program as a systematic approach for collecting customer

feedback, mining that feedback for insights, and then incorporating the insights into

business decisions.”

Forrester – How to Build Your VoC Program 2013

BUYING

Holistic Voice of the Customer

TRANSFORM YOUR CUSTOMER EXPERIENCE BY VOCLISTEN, UNDERSTAND AND TAKE ACTION ON THE CUSTOMER’S PERSPECTIVE

#3 Stop the interrogation ….

Where did you

make your last

purchase?

What is your

account number?

What is your

mother’s maiden

name?

Customers Don’t Like the Authentication Process

of customers are

with the authentication process

85%dissatisfied

have failed authentication at least once

3 out of 4customers

Authentication is Time Consuming

The authentication process

takes on average

30-45seconds

too slowcustomers think the process is

7 out of 10

.. and in the Contact Center Time is Money

for every callis spent on authentication

52 cents

is spent on authentication in

the U.S. annually

$15 billion

52

Greeting and problem description

21

RECENT PILOT INSIGHTS – LEADING TELCO

STANDARD CALL FLOW

Authentication Process

takes avg. 30-45 secs

Entire authentication process omitted

AHT reduction of 30-45 secs

Savings of at 60¢-80¢ cents on every call

Authentication Service

40SEC<15SEC 40SEC

RT Authentication

NICE CUSTOMER EXPERIENCE SOLUTIONS

NICE Customer

Interaction HubCross-Channel Interaction Management

Real-Time Cross-Channel Analytics

Real-Time Decisioning and Guidance

Contact Center

Back Office

Branch

Retail

Mobile

Self-Service