1. How to get full CX value from your digital support channels
Today’s customers have access to more communication channels than ever, but they don’t think of them as channels. From to live chat to self-serve to bots, the CX landscape is overflowing with options – and with siloes.

2. A little about Comm100 Founded in 2009 in Vancouver, BC
Award-winning digital customer engagement platform
Live chat, Social Media, SMS, Ticketing, Knowledge Base, Bots, AI
The most advanced, scalable, and secure live chat solution on the planet
Serving Banking & Finance, Insurance, Healthcare, Technology, Manufacturing
Global customer base

3. Now more than ever, your customers are online, on mobile, 24/7
The CX Digital Transformation
Now more than ever, your customers are online, on mobile, 24/7
The winning brands are the ones that are accessible when and where the customer wants.
The ones that listen.
The ones that respond quickly, personally, genuinely.
How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

4. The CX Digital Transformation
CX is not a department, or a technology, CX is a way of thinking.
How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

5. Salesforce.com
75% of consumers expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person)
Marketing week
15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points, with 50% regularly using more than four
How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

6. Essential Digital CX Channels
Knowledge Base
Live Chat
Social
Media
Messaging
Bots and AI

7. 1 Knowledge Base WHAT: Self-serve web-based support
WHEN: Anytime, anywhere
WHY: Speed, availability

8. 2
WHAT: Ticketing WHEN: Anytime, anywhere WHY: More complex questions, longer resolution cycles

9. 3
Live Chat
WHAT: Web and mobile support WHEN: Real time WHY: Higher-capacity than phone Text, audio, video

10. 4
Social Media
WHAT: Emerging CX channel WHEN: Anytime, anywhere WHY: A new generation of customers

11. 5
Messaging
WHAT: Mobile-based support WHEN: Real-time and anytime WHY: Shorter, simpler cases, easy access

12. Key Considerations

13. Avoid the siloes Eliminate point solutions Train your agents
75% of organizations believe themselves to be customer-centric, but only 30% of consumers agree.
CapGemini Report, June 2017
Eliminate point solutions Train your agents

14. Digital CX Must-Haves for the Long Run AI Analytics Security
Reliability

15. Thank You! Jeff Epstein VP Product Marketing and Communications