#16PACE Leveraging Contact Center Solutions to Support Leading Edge Customer Engagement Robert Killory Chief Innovation Officer 3CLogic 2016 PACE CONVENTION.

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Presentation transcript:

#16PACE Leveraging Contact Center Solutions to Support Leading Edge Customer Engagement Robert Killory Chief Innovation Officer 3CLogic 2016 PACE CONVENTION & EXPO | APRIL 3-6 | ORLANDO, FL #16PACE

#16PACE Customer Experience is Everything 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Customer Experience is Everything By 2020, customer experience will overtake price and product as a brand’s key differentiator PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE But Businesses Are Out of Touch with Consumers 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE While 80% of businesses believe they are delivering on customer expectations… 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL But Businesses Are Out of Touch with Consumers

#16PACE While 80% of businesses believe they are delivering on customer expectations… Only 8% of customers agree PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL But Businesses Are Out of Touch with Consumers

#16PACE Trying to Leverage Technology to Stay Ahead 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Buyer’s Journey Contact Center Solution Marketing Automation Customer Service Management CRM

#16PACE Customer Engagement is Moving to the Cloud More than 50% of today’s businesses are actively investing in cloud contact center solutions, and 76% plan to do so within the next 18 months PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key Businesses need a solution that can remain flexible to changes in the following: 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key Businesses need a solution that can remain flexible to changes in the following: 1.Consumer Demands 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key Businesses need a solution that can remain flexible to changes in the following: 1.Consumer Demands 2.Technology 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key Businesses need a solution that can remain flexible to changes in the following: 1.Consumer Demands 2.Technology 3.Industry Regulations 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Flexibility is Key Businesses need a solution that can remain flexible to changes in the following: 1.Consumer Demands 2.Technology 3.Industry Regulations 4.Business Requirements 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE 1- Customer Preferences are Changing 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL 76% of customers want to use three or more channels during a single transaction 1- Customer Preferences are Changing

#16PACE 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Satisfaction plummets when customers are forced to repeat what they have already communicated 76% of customers want to use three or more channels during a single transaction 1- Customer Preferences are Changing

#16PACE 2- Technology is Evolving 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL Single Channel and Fixed Omni-Channel and Remote

#16PACE 3- The Regulatory Environment is Shifting 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE Regulations surrounding customer engagement change with zero notice or grace period –July 2015 TCPA Ruling 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL 3- The Regulatory Environment is Shifting

#16PACE Regulations surrounding customer engagement change with zero notice or grace period –July 2015 TCPA Ruling Customer engagement platform must be responsive to any and all changes to industry regulations (TCPA, PCI, HIPAA, etc.) 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL 3- The Regulatory Environment is Shifting

#16PACE 4- Business Requirements Must Be Met Technology is an enabler of business—if it cannot outpace your innovation, you have the wrong technology PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL

#16PACE The Future of Customer Engagement “The key to customer satisfaction in the future is retaining the human interaction, combining that with digital interaction and delivering a personalized experience to each individual.” –Larry Augustin, CEO of SugarCRM 2016 PACE CONVENTION & EXPO | APRIL 3-6, 2016 | ORLANDO, FL