WELCOME! 2012 Forrester Research, Inc. Reproduction Prohibited

Transcription

1 WELCOME! The webinar will begin in a moment. 1

2 Embracing the Mobile Channel To Deliver an Exceptional Customer Experience Kate Leggett, Principal Analyst Forrester Research Forrester Research, Inc. Reproduction Prohibited

3 Customer experience decision makers say that t a good experience is critical to their success Think the importance of customer experience has risen 3

4 Forrester s Customer Experience Index 4

5 Few companies deliver an outstanding customer experience Source: April 24, 2012, The State Of Customer Experience, 2012 Forrester report 5

6 There is a wide variability between high and low performers 6

7 Good customer experiences are good for business 7

8 Customer service managers agree that customer experience is important 8

9 The customer service leader must balance customer needs with business needs Customer satisfaction and loyalty Revenue Cost Compliance 9

10 The customer service leader must balance customer needs with business needs Customer satisfaction and loyalty y Revenue Cost Compliance 10

11 Consumers want quick answers to questions or will abandon 11 Source: January 23, 2012, Understanding Customer Service Satisfaction To Inform Your 2012 ebusiness Strategy Forrester report

12 The reach of negative opinions about your brand is amplified with social technologies 12

13 The customer service leader must balance customer needs with business needs Customer satisfaction and loyalty Revenue Cost Compliance 13

14 One solution is to move customer service to less expensive communication channels 14 Source: December 18, 2009, It s Time To Give Virtual Agents Another Look Forrester report

15 Customers want to engage using a variety of communication channels 15

16 Realize that online channel usage has grown in the past two years 16

17 Take a step back and think about the journey that customers expect to have with a company 17

18 Most of the time this journey is fractured. Why? 18

19 Most companies are a mess of disconnected technology 19

20 Companies are not investing in shoring up the foundations of good interactions Source: Contact Center Purchase Plans 2011 Forrester report 20

21 Agents don't have access to the right information at the right time 21

22 And the volume of social inquiries and comments overwhelm companies 22

23 Companies offer more customer touchpoints than ever before 23

24 But there is added complexity.and its to do with mobility Your customer s workplaces are becoming less defined And your customer use a range of devices Desktop 80% Laptop 46% Smartphone 29% Tablet 8% 24

25 Mobile penetration has reached saturation but what is the experience? 25

26 Questions will be answered after our next presenter. Please type any questions that you may have in the Q&A box to the right of your screen. 26

27 Steve Herlocher, SVP Marketing Jacada, Inc Jacada, Inc. All rights reserved.

28 The evolution of the fragmented experience The last decade was all about delivering a 360 view of the customer Now it s about delivering a 360 view of the company 2012 Jacada, Inc. All rights reserved.

29 Consistent experiences across all channels Voice IVR Web/Chat Social Mobile Mature Customer Facing Interactions 2012 Jacada, Inc. All rights reserved.

30 with continuity through the journey Voice IVR Web/Chat Social Mobile Interaction started in one channel can be seamlessly continued in another channel First Session Mature Customer Resolution Facing Interactions 2012 Jacada, Inc. All rights reserved.

31 2012 Jacada, Inc. All rights reserved.

32 Mobile usage exceeds PC 2016 Smartphones & Tablets Desktops 2012 Jacada, Inc. All rights reserved.

33 Mobile App usage explodes Mobile App Usage* Has Exceeded PC Web Browsing 40 billion apps downloaded *Measured in minutes Ref: Jacada, Inc. All rights reserved.

34 Mobility and a consistent experience? Take advantage of the device Mk Make it an effective self service channel Use it as a bridge to all channels Leverage existing assets to keep it affordable 2012 Jacada, Inc. All rights reserved.

35 Use a common interaction platform Voice IVR Web/Chat Social Mobile Designer for Creating & Monitoring Re-usable Interactions Customer Service Interactions Existing Assets Knowledge, Content, Data 2012 Jacada, Inc. All rights reserved.

36 The Jacada solution Visit Jacada.com & Download Your Free JMA Trial Kit Start Building Interactions & Instantly Deploy Them 2012 Jacada, Inc. All rights reserved.

37 Thank You For Attending! Please type any questions that you may have in the Q&A box to the right of your screen. Kate Leggett +1 (650) Blog: kate_leggett Steve Herlocher +1 (770) Jacada, Inc. All rights reserved.