Digital Transformation of the Customer Experience Digital Crisis or Redemption? Digital Transformation of the Customer Experience

Digital Transformation?

In Context… Digital Transformation of the Customer Experience Expanding Channels Personalisation and Proactivity Consumerisation of the Leading-Edge

Customer Experience not just contact centre connected Voice Email Chat Message Web Mobile Social Video Physical IoT Automated ? connected Customer Experience

Digital business strategy Less than 10% consider their digital business strategy to be optimized. 51% are at best in the process of developing the company’s strategy for digital business. Did you know - In 2008, 43.1% had a strategy to reduce cross-channel cost to serve. Five years later just 4.1% said their self-service options were ahead of the competition. Page XX and Figure 1.2 in the report, Question 1.3 in the portal How would you describe your company’s strategy for digital business?

Customer Experience Digital Transformation What steps can an organization take to move forward?

Elements of CX Transformation Digital Transformation of the Customer Experience CXM Strategy Understand Customers Redefine Metrics Roadmap Execute CX transformation and Digital transformation are intertwined Begin with (parts of) a customer experience management strategy

CXM Strategy 1. Business, Employee, and Customer Research 4. Develop Transformation Roadmap & Deploy 2. Develop Guiding Principles Framework 1; understand corporate/exec “view of the world”, how well that translates to front-line, and whether that conveys to customers 2; brand value (“supportive”), tie to customer value (“I want my problems solved immediately”), tie to guiding principle (“we are easy to do business with”), create design protocol (“set up interactions so they can be solved at first point of contact, enable first contact to take ownership on behalf of customer”) 3; understand, graphically, the customer journey. Utilize design protocols (or empirical data) to identify hotspots, develop remediation plans 4; execute, make changes, measure results, restart the process 3. Customer Journey Mapping & Process Re- engineering

Understand Customers (& Business Process) Not all channels are preferred or appropriate for all customer segments Not all channels are appropriate for all business processes The customer is not always right Make decisions informed by data and business case

Strategy & Roadmap Initiatives should be informed by research Results should be measurable Initiatives should be prioritized by business impact Keep the roadmap focused (18 months not 5 years) Close to 100% of orgs we speak with don’t have a strategy/roadmap with buy-in from all stakeholders Many have a broad corporate strategy (grow 2x over next 5 years) That doesn’t translate down to a roadmap for execution over an 18 month +/- timeline

Execute Get at it Be agile Don’t try to take down multi-million transformational efforts Blue example / BBB example

Thank you. Digital Transformation of the Customer Experience Digital Crisis or Redemption? Digital Transformation of the Customer Experience

Any Questions? Andrew Towell Sr Solutions Architect – Customer Experience Dimension Data +1 617 320 2645 andrew.towell@dimensiondata.com www.dimensiondatacx.com/benchmarking @DiDataCX | #CXBenchmarking cc.benchmarking@dimensiondata.com

Succeeding with Customer Experience Digital Transformation Darrin Mulligan VP, Solutions Engineering | Upstream Works Software June 2018

One Connected Digital CX Solution Fully Integrated Contact Center Solution Omnichannel Single Agent Desktop Platform for Growth and Innovation

Escalation to Assisted Service Connected, Continuous Customer Journeys Any Channel, Any Time Self-service Across Channels Escalation to Assisted Service Let me choose what’s most convenient Know my context and be ready to help Let me find the solution myself

Personalized, Proactive Customer Engagements Feature-rich Agent Desktop for Efficient Task Management Full Visibility to Customer Data, Interactions & Context Empower Agents with Knowledge & Collaboration Tools Reduce Average Handle Time Improve Omnichannel FCR & Personalize CX Increase Agent Success & NPS

Performance Optimization Contact Center Performance Optimization Communication and Team Collaboration Training and Coaching Opportunities Actionable Reports and Analytics for All Channels

Seamless Integration One Workspace for All Channels, Interactions, Applications VOICE EMAIL WEB CHAT SMS MANUAL VIDEO SOCIAL BOTS ANYTASK CRM / PACKAGES QUALITY MANAGEMENT WORKFORCE MANAGEMENT VR / SPEECH ANALYTICS REPORTING KNOWLEDGE BASE LEGACY / OTHER CISCO ERP DISTRIBUTION RETAIL HEALTHCARE MEDICAL RECORDS FINANCE upstreamworks.com

Secure and Reliable Protecting customer data aiding GDPR Data encryption using latest SSL technology Reducing fraud risk with early detection and analysis of potentially fraudulent activity High Availability and Geo-redundancy Scalability for growth and new requirements Best-in class technology partnerships

Platform for Growth Ready to Deploy Easy to Manage Designed for Growth All-in-one solution within enabling seamless integration with standard connectors Easy to Manage Intuitive agent desktop with consistent features and workflows for reduced training and support requirements Designed for Growth Omnichannel-ready; easily add seats, channels, teams and functionality to support business requirements

CX Digital Transformation for Real Business Value Increased Agent Success and Productivity Leveraged Investments and Reduced Costs Improved Customer Experience and Loyalty

Thank You Darrin Mulligan | VP, Solutions Engineering dmulligan@upstreamworks.com Experience UWF in Action