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

2. Digital Transformation?

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

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

5. 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?

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

7. 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

8. 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

9. 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

10. 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

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

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

13. Any Questions? Andrew Towell
Sr Solutions Architect – Customer Experience
Dimension Data
@DiDataCX | #CXBenchmarking

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

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

16. 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

17. 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

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

19. Seamless Integration One Workspace for All Channels, Interactions, Applications
VOICE
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

20. 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

21. 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

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

23. Thank You Darrin Mulligan | VP, Solutions Engineering
Experience UWF in Action