2016 Ventana Research

Transcription

1 Ventana Research

2 CX Best Practices Richard Snow Vice President & Research Director 28 th September Ventana Research

3 Introduction Share with you some of the results from my recent benchmark into next generation Contact Center in the Cloud Background on Customer Experience and Omnichannel Share some trends, best practises organizations are deploying to improve customer service, customer experience Things to watch out for over the next few years Ventana Research

4 CX is the Business Differentiator 83% 70% 67% Customer Experience 61% Services Offered 52% Products Offered 56% 46% 46% Brand Val ue 34% Selfservice Ventana Research

5 Improving Interaction Handling is Key 69% of organizations say it is very important to improve customer service 23% Important. 35% of organizations say their customers are satisfied with the way they handle interactions 47% Somewhat satisfied. 69% of organizations say it is very important to improve interaction handling 27% Important Ventana Research

6 Key Engagement Channels Assisted service 66% Digital Assisted service 21% Self-service 6% Social customer service 2% Voice activated self-service 2% Ventana Research

7 Interactions Occur On Multiple Channels 92% Phone 92% Social Media 55%* Mail 67% Portal 40% Social Forums 36%* Chat 38% Mobile apps 30% Video 19% Text 26% Average 8 Voice activated virtual agent 8% Ventana Research

8 Expected Growth in Channels Significant Some Portal 41% 41% Mobile App 26% 37% 25% 41% Social 24% 46% Phone 22% 40% Chat 22% 34% Ventana Research

9 Interactions are Handled by All BGs Sales 67% Contact Center 75% Face-to-face 50% Marketing 49% Finance 49% Home Agents 43%* Customer Service 34% Mobile Workers 35% HR 28% Ventana Research

10 CX Challenges Omnichannel: Personalized In-context Consistent 48% of organizations say they provided customers with omnichannel experiences Ventana Research

11 Supporting Omnichannel No 6% Don't know 4% Yes for all supported channels 36% No 6% Don't know 2% Yes for all types of interaction (e.g., sales, complaints, information requests) 33% Yes for some supported channels 54% Employees who handle interactions on multiple channels Yes for some types of interaction 59% Employees who handle multiple types of interaction Ventana Research

12 Negative Influencers on CSAT 1.Customer have to repeat information 3. Customer cannot use their preferred communication channel 2. Responses are too slow 5. Self-service technology is too hard to use 4. Responses are not consistent across touch points Ventana Research

13 CX Challenges 73% 68% 44% 39% 29% Current systems lack functionality Channels not integrated Inconsistent responses Lack of collaboration Can t map the customer journey Ventana Research

14 head CX Ventana Research

15 Actions to Improve Customer Service 44% 42% 40% 37% 35% 31% Add more communication channels Improve integration of channels Change customer service processes Improve training Multi-skill agents Deploy analytics Ventana Research

16 Common Metrics 63% 59% 59% 55% 49% 43% 41% CSAT AHT Call numbers Speed of answer Adherence to SLA After call work FCR Ventana Research

17 Technology Trends Communication systems Instant messaging 38% Unified comms. 35% Text messaging 31% Video 35% Visual IVR 32% Business Apps. Customer feedback 32% elearning 36% Workforce management 32% Social media integration 38% Workflow 39% Predictive Web analytics Cross-channel Social media Text Speech Analytics 35% 37% 36% 43% 35% 37% Self-service Social Customer Service 30% Social forums 35% Stand alone mobile app 32% Connected mobile app 26% Ventana Research

18 Analytics - #1 (58%) system to improve Customer Engagement Analytics provide critical capabilities for understanding Agent & Customer Experience and mapping the customer journey. Integration is key Integration helps connect processes across the organization, enables data to be shared across systems, and crucially Is a enabler of the ability to create a full 360degree view of the customer Ventana Research

19 On-premises or Cloud 44% 22% Public 28% Private 19% Hybrid 22% No Preference Ventana Research

20 Innovative Technology 22% AI Ventana Research

21 Collaborate and Download Report Today Come Collaborate with Us: * Links on Download the Executive Report at: Ventana Research

22 Questions? LinkedIn Blog richardsnow.ventanaresearch.com Find more details at: Ventana Research