Customer Care 2.0 & omni-channel challenge

Transcription

1 Customer Care 2.0 & omni-channel challenge Tim Deluca-Smith Head of Marketing, WDS, A Xerox Company tim.deluca-smith@wds.co

2 2015: A tipping point Voice Non-Voice The dynamics of customer interactions are causing massive shifts in the way care services are being delivered. Already, voice is becoming a back-up for other channels as we approach the tipping point

3 By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source: Gartner)

4 The first machine age

5 The second machine age >

6 But the basics remain Customer Effort Brand NPS by number of support interactions (6 month period) The frequency of support interactions has a negative impact on brand NPS [regardless of satisfaction].

7 If content is king then consistency is queen Was your interaction successful (yes)? The most personal 90% 77% 70% 70% The most convenient The most immediate 52% 9% 26% 25% 50% 15% 3% 55% 22% 11% 30% 42% Why did you choose this care channel

8 The [inconsistent] digital care experience Preference Manual / Guide Digital 25% 60% Contact Center Phone 20% 65% 20% Digital & Contact Center Friends 5% Actual 15% Digital Source: McKinsey (S) 2011

9 20% The [inconsistent] digital care experience Many companies are finding that existing [digital] self-service deployments are unprepared to meet the changing [omni-channel] care market; lacking the data analytics, sentiment analysis or machine learning capabilities required to meet ever aggressive call deflection and customer satisfaction targets. It s too hard to find the answer There s no help for my problem It s too impersonal The % of call volume driven by failed selfservice transactions. I expect an immediate response

10 The data advantage The digital paradox: Your digital strategy starts with your contact center. Your contact centers are rich in data. They are the knowledge hub in your digital care strategy. The companies that will succeed are the ones that understand the richness of this data and are able to harness it to improve the entire care mix.

11 The data advantage Consistent & relevant digital care experience The ability to understand, learn and action on your care intelligence is core to delivering consistency across wider care channels.

12 We call this Seats + Software A cognitive platform that learns like we do. It trains itself to decipher customer symptoms, likely causes and the most statistically proven resolutions. It then applies that learning to connected care channels to automate and augment operations. It can even do this by learning from the experts - your contact center agents. We call this approach Seats + Software. By connecting the data between these two environments (seats + software] you can ensure maximum problem coverage and guarantee that every care experience is better than the last.

13 I have a problem How does a machine learn? AgentIQ I ve seen this before Virtual Agent Applied to digital channels Decipher symptoms Listen & learn Learned connection Establish cause Seek best resolution Confirm fix

14 WDS Virtual Agent 45 years of research into artificial intelligence by Xerox has led us here. WDS Virtual Agent unlocks a brand s care data to continually learn about customers and deliver a more compelling digital care experience. Surpasses traditional keyword search and does not follow hardcoded decision trees. Context-on-the-fly. Gathers and formalizes customer details, only presenting solutions that it s confident in. The accuracy and relevance of solutions is automatically validated from previous interactions (historical evidence) and agents who are connected to the platform.

15 Contacts Tim Deluca-Smith, Head of Global Marketing Tel: +44 (0) Martin Saberton, Product Manager (WDS Virtual Agent)