Ian Jacobs, Senior Analyst WEBINAR Use The Forrester Wave™ To Select The Ideal Customer Service Solution Ian Jacobs, Senior Analyst March 23, 2016. Call in at 12:55 p.m. Eastern time

Agenda Customer service and support: the heart of your customer obsession strategy The vendor landscape How to use the Forrester Wave The results

Agenda Customer service and support: the heart of your customer obsession strategy The vendor landscape How to use the Forrester Wave The results

The world’s going digital New channels: Xbox support on reddit Notifications as a channel China Southern Airlines on WeChat Hello.de on Whatsapp Hyatt on FB messenger In-game support And need I mention the Apple Watch?

Our world is moving to a subscription economy  

Everything can be part of the subscription economy Image source: Amazon (http://www.amazon.com/)

Everything can be part of the subscription economy

And because of this, relationships are becoming more important Product focused Relationship focused

55% will abandon online purchases if they can’t find a quick answer. Customers expect effortless service 55% will abandon online purchases if they can’t find a quick answer. For 77%, valuing their time is the most important thing a company can do to provide good service. Source: “Channel Management: Core To Your Customer Service Strategy” Forrester report

Good customer experiences are good for business Retention loyalty Enrichment loyalty Advocacy loyalty 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. Source: “What Drives A Profitable Customer Experience” Forrester report

Agenda Customer service and support: the heart of your customer obsession strategy The vendor landscape How to use the Forrester Wave The results

Vendor landscape: view 1 Old school full feature Siebel SAP CRM Process guidance Pegasystems KANA Panviva Support.com Microsoft Integrated desktop Cicero Jacada OpenSpan Omnichannel engagement Moxie eGain Oracle Salesforce Zendesk SAP Cloud For Customer Remote control LogMeIn Bomgar GoToAssist NetOp

Vendor landscape: view 2 Voice IVR Speech recognition Mobile customer service Electronic Chat Email Cobrowsing Virtual agents Social Customer community platforms Social adapters ACD CTI Enterprise feedback management Social listening Interaction analytics Quality monitoring Workforce management Case management Unified agent workspace Process guidance Knowledge management Video Next-best action Proactive outbound Predictive dialing

The customer service ecosystem will consolidate Queueing and routing Agent desktop Workforce optimization Source: “Vendors Battle For The Heart Of The Contact Center” Forrester report

Agenda Customer service and support: the heart of your customer obsession strategy The vendor landscape How to use the Forrester Wave The results

Vendor inclusion methodology We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) Product fit 2) Customer success 3) Forrester client demand Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

Understanding the Forrester Wave The Forrester Wave contains a great deal of objective data to help companies make good technology selection decisions. We evaluate products and services across three dimensions: The strength of a company's current solution, including criteria such as product capabilities, ease of integration, service and support, and training. The strength of a firm's future product direction, such as its ability to articulate strategy, commit resources to strategy, and forge partnerships for technology, channels, and the like. Vendor's financial and market strength, including criteria such as financials, installed base, average deal size, and distribution partnerships. Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

Scores and weighting We set default weightings for each criteria to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Market presence is always weighted at 0% as the score is reflected in the size of the bubble. Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

Weighting impacts on the Forrester Wave Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

Customer service solutions appeal to different deployment needs Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

Right-size your customer service solution for your needs Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

Agenda Customer service and support: the heart of your customer obsession strategy The vendor landscape How to use the Forrester Wave The results

The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015 Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015 Source: “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015” Forrester report

Ian Jacobs Senior Analyst Twitter: @iangjacobs

Selected Forrester Research February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015” February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” January 20, 2015, “Channel Management: Core To Your Customer Service Strategy” August 6, 2014, “Vendors Battle For The Heart Of The Contact Center” June 27, 2014, “What Drives A Profitable Customer Experience” March 28, 2014, “The Forrester Wave™: Dynamic Case Management, Q1 2014”