Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Analytics

The Top 10 Customer Experience Trends in 2018

The following is a guest blog from Lauren Kindzierski, HGS Vice President, Solutions and Capabilities. For more information on HGS, visit their website.

The customer service industry will experience the biggest digital shift yet in 2018, as customer experience (CX) brand leaders seek to expand channels, leverage analytics, adopt automation, and integrate the front office with back office operations. CX pioneers should prepare for a surge in the adoption of disrupter technologies like artificial intelligence (AI), digital self-service, and bot tools, as well as the need to hire data scientists to improve business intelligence and better enable consumers to get the right answer fast. These digital capabilities will help some businesses, with the right unified engagement strategy and delivery expertise, to unlock a treasure trove of transformational potential for optimizing customer experiencebalancing the cost of service with frictionless engagement. In this report, we will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19. (Click here to view a webinar from January 10 on this same topic.)

1. Digital channels finally overtake voice.

We will finally witness the tipping point where digital channels—email, chat, social, text, messaging—overtake voice in the contact center. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. At that current rate, digital was expected to overtake voice in 2018. It’s already happening with some of our clients. One consumer packaged goods client being serviced out of the UK receives 71% of all customer interactions from digital channels, and only 29% from voice. Included in these statistics are messaging via WhatsApp, which currently accounts for approximately 10% of the client’s volume. Instant communication will become the standard for exceptional customer service in 2018. Messaging is the new channel of choice, according to Twilio research, which states 89% of consumers want to use messaging to communicate with a business. There are multiple benefits to messaging such as the ability to send photos or videos between agents and customers, faster and more timely communications, and the ability to stop, start, and continue with the conversation at the customer’s convenience.

2. Investments in advanced analytics tools drive customer experience transformation.

Advanced data analytics tools can help businesses uncover business-critical insights and gain a competitive edge. According to Gartner, “By 2018 50% of agent interactions will be influenced by real-time analytics.” As customer experience analytics matures, it is becoming increasingly predictive and focused on personalization. A sophisticated data analytics tool can make predictions, or generate recommendations based on information gathered, thus giving contact center agents and bots more background and context on each individual customer they are servicing. In addition, analytics plays a significant role in increasing productivity. As one case in point, speech analytics can detect non-value adds, such as long conversational pauses or points in the conversation when the customer has to repeat responses. Continue reading

2018 Predictions for the Service Leader: Part 3 – Operations

We surveyed a number of customer service/experience leaders, from many of today’s leading brands, in our community to get their predictions for 2018. Over the coming weeks we will be releasing their thoughts on specific CX topics including customer expectations, channels, operations, technology, use case studies/data, and security/risk.

Click here to catch up on Part 1 – Customer Expectations and Part 2 – Channels.

The third installment of this series focuses on thoughts on operations.

•Further advancements in the area of personalization of the experience. The ability to leverage “big data” sources to create a more personalized experience. Driving demand for analytic platforms, as well as analytic resources (both offshore and onshore).
• Expansion of the work at home (work anywhere) models for care support for cost savings. Advancements of tools and technology to support this.
• ‘Employee engagement’ truly changing culture.
• Customer service must be able to show ROI to adopt messaging channels and chatbots for customer interactions.
• Companies will begin to focus more on the entire customer lifecycle from acquisition, to sales, to service/support. The lines will blur between organizational siloes that focus on acquisition and those that focus on customer care, as businesses embrace a more holistic approach.
• Business leaders will get better at overcoming common, but large, digital transformation challenges (e.g., data silos, governance, systems integration, executive buy-in, acquisitions, technologies, security, etc). This will enable them to develop better customer insights that are actionable, to improve the customer experience, as well as optimize business operations.
• Businesses will drastically adopt and improve how they apply predictive analytics across the enterprise.
• Businesses will further embrace outsource service providers as strategic partners vs. traditional labor arbitrage.
• The usage of behavior profiles will go mainstream in marketing and customer service.
• Companies realizing that they need to center operations, technologies and practices around people and customers, not case numbers and ticketing systems. Leveraging modern technology to replace legacy systems will take time, but brands realize they need to start now to execute on their 3-5 year vision.

Stay tuned next week for Part 4 – Technology.

CRS Vegas – Customer Engagement LIVE! Executive Summary

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The following is a guest blog post from Greg Sherry, Vice President Marketing at Verint. For more information about Verint, visit their website

Thank you for taking part in Verint’s interactive general session at Customer Response Summit Las Vegas called “Customer Engagement LIVE!”  where we broke into discussion groups for interactive discussions and summary read back presentations. Here are some of the recommendations we heard from the groups as part of the breakout group notes and read backs:

What’s Old Is New Again. When is the last time you received a handwritten note or personal email from a business you engage with? It was memorable, wasn’t it? Think of ways you can incorporate genuine, personalized touches with customers. The strategy can be scalable: one “wow” moment can generate genuine delight and powerful word-of-mouth amplification.

Think Mobile. Do you have a mobile strategy? The need is clear: provide information, customer support, “wow” moments via mobile channels. But be careful: consumers often have limited ability to “digest” content you are sharing with them (because they are at the airport, walking, at home, multi-tasking), so be sure your content and communications are as short and to-the-point as you can.

Establish a common knowledge base across all channels to ensure consistent response. One company recognized the need to consolidate contact center systems to a single agent desktop. Customer service agents had difficulty serving customers in a timely manner and providing accurate information because information resided in 13 disparate systems. By consolidating all the systems into one agent desktop view, the company quickly reduced agent average handle time (AHT) and saw increased customer engagement scores. The unified access to the applications and information also increased employee productivity and helped provide a personalized experience for customers. Continue reading

Get Your Chat Fitness On

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The following is a guest blog from Leslie Joseph, Senior Director, Product Marketing at [24]7. For more information about [24]7, visit http://www.247-inc.com/.

When was the last time you asked yourself “How can I improve the performance of my chat program?” No matter how optimized your chat program is, there is always room for improvement. As with any fitness program, simply following generic rules will only get you half way there. A customized workout for your chat is necessary to get the highest gains in performance. So how does one find the right routines, tools, and methods for getting chat-fit? The answer to all of these questions is in your data. It’s not just about what data you use, but how you use the data to make the biggest improvements.

Data is key. You don’t need to be a 1000-agent chat program before you start thinking about data. In fact, chances are, if you start thinking about data only after hitting a 1000, or even just 100, you probably have some catching-up to do. Smart execs can optimize even a fledgling chat program based on insights that can be gleaned from mashing up chat logs and reports with web data. But that’s just scratching the surface. Once you’re ready, chat transcript mining is the next frontier. Chat transcripts are a goldmine, rich with nuggets of insight that the performance-focused exec can arm to implement actions on the floor that enhance not just the efficiency, but also the effectiveness of agents. Chat mining is also a way to unlock other insights into customer sentiment and issue drivers that can lead to lower out-of-scopes, better customer engagement, smarter targeting, reduced costs and improved customer satisfaction. These insights, either on their own or paired with predictive models, can trim and tone your chat program to top efficiency.

But it doesn’t end there. The most important part is getting started. Once you start building momentum and making traction, you will soon realize that data-driven improvements will put even the best performance enhancing drugs to shame.

Join me on July 19, 2016 at 1:00 P.M. EDT as I discuss how some of the most successful companies use data and analytics to turn their chat channel into lean, mean performance machines. Register today! 

How Data & Analytics Can Turbocharge Your Chat Program Webinar

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PHOENIX, AZ. July 8, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar “How Data and Analytics can Turbocharge Your Chat Program.” The action packed training session will take place on Tuesday, July 19th, 2016 from 1:00-2:00 ET.

In this hour long session, Leslie Joseph will provide tangible tips on how to use web data, customer journey analytics, and text mined insights to improve chat results and become an engagement fitness expert. Three levels of chat fitness will be explored:

– Beginner: How to get started by utilizing basic operational analytics

– Intermediate: Ramp up your efforts by working text mining and predictive models into your routine.

– Expert: Progress to the next level through platform analytics that can transform the chat experience for visitors and drive maximum business outcomes.

“Findings from our recent CXMB Corporate Report show that online chat has undergone a notable year-over-year increase, growing by 27% among companies offering one or more Interactive Care solutions,” said Chad McDaniel. “This webinar will feature real, actionable tips that will be applicable to chat providers at every stage of the game.”

To register for the webinar visit https://attendee.gotowebinar.com/register/5098092745822594819. Continue reading

The Missing Link Retailers Need to Turn a Cost Into a Revenue Generator

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The following is a guest blog written by Edward Kowalski, Associate Vice President, Retail Marketing, at Sutherland Global Services. To download a free white paper on the topic, visit  http://www.sutherlandglobal.com/Retail/WP-20160104/Default.aspx

Most retailers are missing a key opportunity. It’s a way to take what’s now an expense and instead use it to build awareness, create loyalty and even grow profits.

It’s customer care.

Companies should combine customer care with customer experience, big data and predictive analytics. It’s a transformation that requires retailers to break down silos and start sharing information that’s widely available.

Consider the constant signals customers provide, based on multiple experiences, with brands across multiple touchpoints. Retail marketers use the information to develop a customer journey that’s seamless, relevant, authentic and omni-channel.

But it’s a missing link that needs to be shared with the customer care team.

Retailers should develop a new system that arms customer care agents with intelligence that spurs personalized engagements. This helps resolve complaints, increase Net Promoter Scores, improve customer satisfaction, create loyalty and, yes, generate revenue.

Here are the steps we recommend: Continue reading

NEW WEBINAR: If it’s Broken, fix it. Mending Broken Customer Journeys Through Digital Transformation

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Thursday, March 19th at 12:00 PM CDT. 

Experiences are connected.
Conversations are continuous.
Context must be persistent.

In a world where 90% of interactions cross devices during a single journey, and 81% use three channels to engage with customer service, how do we ensure our customers are experiencing a seamless transaction? In this session, we will explore how to identify and mend broken customer journeys, often caused by automation, escalation, and channel crossing.

Duke Energy, the largest electric power holding company in the United States, supplying and delivering energy to approximately 7.2 million U.S. customers, will give insight into their strategic vision for digital customer engagement. You will learn how partnering with customer engagement software and services provider, [24]7 Inc., allowed them to optimize their customer journey, improve customer loyalty, increase customer satisfaction, and gain a competitive advantage.

Don’t miss the engaging discussion and best practices shared on the following topics:
– Next generation customer journeys
– Digital engagement solution technologies
– Virtual agents
– Intelligent chat
– Visual IVR
– Customer Effort
– Tracking Metrics & Analytics
– Deployment Models

Join speakers Chad McDaniel from Execs In The Know, Daniel Hong from [24]7 Inc., and Yogena Austin from Duke Energy for this live webinar.

Register today!