In 2020, One Overarching Theme Will Dominate. The Customer will own their Customer Experience in the Contact Center

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2 Housekeeping" Items Participants are muted Webinar is being recorded Use question box for questions/issues For Social Media use #ccc2020 Polling questions Be sure to participate in our survey afterwards 2

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4 In 2020, One Overarching Theme Will Dominate The Customer will own their Customer Experience in the Contact Center 4

5 Trends That Will Enable Customer Ownership 26 Billion IoT devices in play CX delivered from the cloud Chat becomes the interaction of choice Social Media becomes a strategic channel 5

6 Customers Will Own Their CX With 1 Billion cell phone users in play this year, consumers will opt to leverage mobile and personal devices as a means to realize their customer journeys in the contact center. And they will "own" the journey. By 2020, customer experience will overtake price and product as a key brand differentiator. By 2020 the customer will manage 85% of the relationship with an enterprise without interacting with a human. Source:Gartner 6

7 IoT Will Open New Ways to Deliver CX The Internet of Things (IoT) is rapidly becoming a strategic initiative in most enterprises. The focus on incorporating this data in the contact center will be common practice by 2020 In 2020, mature IoT use cases will include: Transportation Home Consumer Goods 7

8 The Cloud Will Continue it's Momentum 16% of contact center buyers indicate they will move their contact center to the cloud in the future There is a steady increase in client interest in cloud based deployments in contact centers over 75 agents. Many contact centers in the cloud today are approaching tens of thousands of agents *Dixon, Matthew, Nick Toman, and Rick DeLisi. The Effortless Experience: Conquering the New Battleground for Customer Loyalty. London: Penguin, Print.. 8

9 Chat Will be the Primary Mode of Interaction The Contact Center of 2020 will utilize self-service channels to a greater extent compared to traditional voice The average customer service interaction is four times more likely to make customers disloyal rather than more loyal Repeated contacts and channel switching required to resolve customer issues is the leading driver of customer disloyalty Dixon, Matthew, Nick Toman, and Rick DeLisi. The Effortless Experience: Conquering the New Battleground for Customer Loyalty. London: Penguin, Print. 9

10 Your Future Customers Are Tweeting A lot Social Media will be widely adopted by organizations The successful companies will harness the power of social media Social Media and Analytics mix will be crucial Source:Gartner

11 Polling Question

12 Now What? 12

13 Things to Consider in Your Current Contact Center State Do I provide my customers with multiple interaction channels? Do I track and strive to improve first interaction resolution across channels? Do I offer my customer base a consistent experience across interaction channels? Do I address the controllable drivers of channel switching within each interaction channel? 13

14 What's your vision? Does your customer experience vision adhere to the voice of your customer? Does your overall corporate vision embrace this? Things to consider that are examples of alignment: I focus on reducing customer effort across interaction channels I provide a guided experience directing my customers to the lowest effort channels and options to resolve their issues I consistently use terminology and language across channels that is free of jargon and easy for my customers to understand 14

15 Polling Question

16 CX Enablement Leverages Mediu s methodologies and experience in the contact center space to deliver strategic vision to help companies stay ahead of their competitors and deliver first class CX experiences.

17 The CX Enablement Approach CX Assess Assess customer effort, technology and infrastructure, insights, tools and processes CX Envision and Map Work with business leaders and key stakeholders to envision needed improvements and develop a 36 month roadmap Mediu Professional Services Assist with the implementation of roadmap goals Mediu Assurance Assure reliability of customer interaction channels CX Checkpoint Review progress against roadmap goals, adjust roadmap as appropriate

18 Sample Deliverables Capabilities Maturity Competitor Research Summary Avaya / Genesys Other / Genesys Avaya / IC Aspect / Aspect No CTI Agent Process 20

19 Polling Question

20 About us Mediu is a consulting services firm based in Central Ohio. We have more than 20 successful years in the customer contact space. Our consultants have logged over 500,000 consulting hours in over 120 call centers in North America. We have delivered direct bottom line impact that measures well into the millions of dollars for our clients. 23

21 Save The Date! The Mediu Education Series will continue in April Successfully Leveraging Speech Analytics in the Customer Contact Center April 26, 2016 and Spring/Summer 2016 How an Enterprise Customer Feedback Platform Can Enable First Class CX 24

22 Contact Information Christine Knox x221 Facebook - Twitter - Linkedin - Blog

23 Q & A