Benchmark Your Omnichannel Customer Service Readiness

1©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.

BENCHMARKYOUROMNICHANNELCUSTOMERSERVICEREADINESS.PLANYOURCUSTOMERENGAGEMENTSTRATEGYFOR2017,NOW!

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©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.

ConfidentialandProprietary

AGENDA

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LOOKINGATTODAY...

DIDWEMAKECXPROGRESSINOURINDUSTRY?

ISOURHUMANCAPITALEMPOWEREDANDENGAGED?

ISTHECUSTOMERREALLYNUMBERONE?

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◉ Inconsistentandimpersonalexperiences

◉ Higheffortrequiredtofindresolution

◉ Nopredictabilityofoutcomes◉ Inside-outchanneldesign,separationofvoiceanddigitalchannels

◉ Havingtorepeatinformation

EXCEPTIONALCXRELATIONSHIPSARERARE

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©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.

ConfidentialandProprietary

ASAREENGAGEDEMPLOYEES

◉ Increasinglycomplextasks◉ Unabletofindinformationorfrustration◉ Unfairdistributionofwork◉ Polarizingemotionstodealwith

=Poorworkforceperformance&highturnover

666

WHILEOPERATINGCOSTKEEPINCREASING

◉ Highhiringandtrainingcost◉ Inefficientoperations◉ Fragmentationthroughpointsolutions◉ Degradedcustomerexperience,agent

performance◉ Increasingoperationalexpense◉ Multipleorganizationalsilosacrossmarketing,

salesandservice◉ Norealtransparencyoutsidethefrontoffice◉ DisconnectedPointofSales

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THENEXTCXREVOLUTIONISHAPPENINGNOWOMNICHANNELRELATIONSHIPS

SINGLECHANNELCALLCENTERERA1900-2000

MULTICHANNELCONTACTCENTERERA2000-2015

OMNICHANNELENGAGEMENTCENTERERANOW

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IMPORTANCEOFOMNICHANNELCUSTOMERENGAGEMENT

10© 2016 Forrester Research, Inc. Reproduction Prohibited

Why Do Companies Need A Customer Engagement Strategy

Source: The CIO's Blueprint For Strategy In The Age Of The Customer Forrester report

© 2016 Forrester Research, Inc. Reproduction Prohibited 11

Your End Customers Expect Excellent Experiences


Good Customer Experiences Have A Quantifiable Impact On Revenue

Source: “What drives a profitable customer experience Forrester report

Retentionloyalty

Enrichmentloyalty

Advocacyloyalty

The likelihood that a customer will keep existing business with the company

The likelihood that a customer will buy additional products and services from the company

The likelihood that a customer will recommend the company to others


How Is Omnichannel Different From Multichannel?

Social

Web

In Person

Phone

Mobile

Browse Community

Forum

Browse Facebook

Page

Browse A Company Website

Tweet About A Company

Email A Company

Service Agent

Navigate an IVR On A

SmartphoneReceive Info

Via SMS

Transfer To Service Agent

Visit An In-Store Sales

Agent

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OMNICHANNELCUSTOMERENGAGEMENTTRENDS&VALUEDRIVERS


Customers Expect You To Value Their Time

Source: The Future Of Customer Service Forrester Report

53% will abandon online purchases if they can’t find

a quick answer

For 73%, valuing their time is the most important way to provide good service


Customer Increasingly Self-serveHelp or FAQs on a company website or mobile website

Phone

Email

Chat

Twitter

Base: 4473 US adults (18+) Forrester Technographics, Customer Lifecycle Survey 2, 2015


All Self-service Channels Are PopularHelp or FAQs on a company website or mobile website

Phone

Voice self-service

Virtual agents

Communities

Base: 4473 US adults (18+) Forrester Technographics, Customer Lifecycle Survey 2, 2015


When Self-Service Fails, Customers Seek Out Low Friction Channels

Customers who have used chat for customer service

65% in 2015

58% in 2014

43% in 2012

38% in 2009

Forrester Research: Consumer Technographic Lifestyle Data 2009-2015


Top Trends In Customer Engagement

Source: “Trends 2016: The Future Of Customer Service” Forrester report

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TRANSFORMINGYOURCONTACTCENTERFOROMNICHANNELENGAGEMENT

2020


Customer Engagement Maturity Requires Discipline In Four Dimensions

Source: Navigate The Future Of CRM In 2015 Forrester report

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HOWTOASSESSTHE‘CURRENTSTATE’OFYOURCONTACTCENTER

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FORRESTEROMNICHANNELCUSTOMERSERVICEASSESSMENT

◉ OnlineAssessmentw/9questions● CommunicationChannelStrategy● Self-servicetoLive-ServiceTransition● Phonechannelstrategy● Customer-to-agentChatandCo-browse● Mobilecustomerservice● Omnichannelinteractions● CustomerProfileInformation● WorkforceOptimization

◉ Availableonwww.genesys.com


Results Fall Into Four Categories

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TRANSFORMYOUROMNICHANNELOPERATIONSPROFIT

TIME

Myopicsinglechannel

Disconnectedmultichannel

Fullyconnecteddigitalomnichannel

Fullyintegrateddigitalandphysical

customermanagementacrossallchannels&

touchpoints

DIFFERENTIATORCOLLABORATORADOPTERSKEPTIC


What If You Are A Skeptic?› What to do

- Modernize your infrastructure

- Explore modern WFO

- Explore web FAQs

› What it means?

- Run operations as a cost center

- Primarily phone-based

- Little/no web self-service


What If You Are An Adopter?› What to do

- Craft an omnichannel strategy

- Adopt a universal queue

- Implement real-time digital channels

- Strengthen knowledge management

- Use customer-centric success metrics

› What it means?

- Better understand customers’ expectations

- Run operations as a cost center

- Siloed channels

- Little web self-service


What If You Are A Collaborator?› What it means?

- Well aligned across all customer-facing organizations

- Focus on customer expectations for engagement

- See CX as a revenue generator

- Adopted omnichannel operations

› What to do

- Take friction out of the customer journey

- Investigate modern communication channels

- Proactively engage with customers

- Adopt visual engagement

- Use VOC success metrics

- Strengthen the foundations of governance


What if you are A Differentiator?› What to do

- Improve support for end-to-end customer journeys

- Use customer-centric success metrics, and tools to measure performance in real time

- Explore emerging communication channels

- Deeply personalize, contextualize conversations

› What it means?

- Customer engagement is a competitive differentiator

- Mature omnichannel operations, mature governance

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UNDERSTANDINGYOURGOAL:ANDHOWTOGETTHERE


How To Act On Results Of Your Assessment

Source: The Contact Center For Customer Service Playbook for 2016 Forrester Report

32© 2016 Forrester Research, Inc. Reproduction Prohibited Source: Win Funding For Your Customer Service Project Forrester Report

Articulate The Right Business Benefits

33© 2016 Forrester Research, Inc. Reproduction Prohibited Source: Quantify The Business Value Of CRM Forrester Report

Write The Business Case

34© 2016 Forrester Research, Inc. Reproduction Prohibited Source: Define Your Customer Relationship Management Plan Forrester report

Put Your Strategic Plan And Roadmap Together

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HOWGENESYSENABLESOMNICHANNEL

NATIVESUPPORTFORVOICE&

DIGITALCHANNELS

CROSSCHANNELSLAMANAGEMENT

ORCHESTRATEDCUSTOMER-TO-

AGENTMATCHING

PROVENFORHIGHLYSCALABLE,MISSIONCRITICAL

OPERATIONS

HYPER-PERSONALIZED

SERVICE

OMNICHANNELDESKTOP

WITHJOURNEYTIMELINE

INTEGRATEDWORKFORCEMANAGEMENTACROSSALLCHANNELS

MANAGEWORKWITHUNIVERSAL&

VIRTUALIZEDQUEUE

“YOUCAN’TBEOMNICHANNELWITHOUTSUPPORTINGALLCHANNELS– VOICEANDDIGITAL”

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ROIANDBUSINESSBENEFITSOFOMNICHANNEL

158%ROIOverFiveYears

Paybackin12.8Months

$20M+ReductioninInfrastructureCosts

$7600+NPVPerAgentLicense

30%improvementinecommerceconversions

50%reductionincustomerabandonment

12.5%improvementinagenthandletime

ACCORDINGTOTHEFORRESTERTOTALECONOMICIMPACTSTUDY,ENTERPRISES

USINGTHEGENESYSCXPLATFORMACHIEVE:

373737

GETADDITIONALRESOURCES

TaketheOnlineOmnichannelCustomerServiceAssessment

GettheForresterTotalEconomicImpactStudy

CalculateYourOmnichannelEngagementROIin5Minutes!

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