Proactive and Personalized CX Driving next generation customer service by connecting consumers and devices

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1 Proactive and Personalized CX Driving next generation customer service by connecting consumers and devices Siegfried Schallenmueller Dimension Data GM Customer Experience Europe Jeff de Graef Dimension Data Head of Business Unit CX and Collaboration, Belgium accelerate your ambition

2 Digital Transformation in Customer Experience is a race about creating competitive advantages accelerate your ambition

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4 Trends that will reshape CX Analytics is voted the top factor that will reshape the CX industry for the third year running. Proactive automation services are now voted into fifth place; 18% see IoT playing a significant role. Customer analytics Connected customer journeys (i.e. omnichannel) Personalised customer service Digital channel capability Proactive automation services Executive commitment to CX Artificial intelligence (internet of things, virtual agents etc.) CX enabled social media Introduction of cloud solutions Enhanced security Other What are the top three things that will reshape your CX capability during the next five years? n= 1184

5 Services supported An average of nine channel choices is now the norm, and it will soon rise to 11. Virtual assistants (chat bots) are largest area for growth IoT surging in tandem with proactive automation services. Telephone (contact centre operations) Website (incl. knowledge portals, peer-to-peer systems, etc.) Back office admin support IVR (touch-tone/speech) Social media (Facebook, Twitter, etc.) SMS text Mobile application (smartphone, tablet apps) Web chat (incl. instant messaging, co-browse) Physical location (inc. service kiosks) Proactive automation services Internet of Things Video chat Virtual Assistant (Chat Bot) Now Within 1 year No plans What services can your organisation support, now and in the future? n= 1337

6 Customer Experience reloaded

7 Who is setting YOUR customers expectations?

8 Omnichannel Plus: Integrated Experience Technical Infrastructure Web-based Customer Service Desk Dear Mr. Smith, A Document-Management- System Web-Services UC-Infrastructure e.g. Genesys/Skype4Business Hello Mr. Smith, are you calling because of the invoice A? How may I help you?

9 Proactiveness accelerate your ambition

10 Do you like pizza?

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12 Up to the challenge?

13 Proactive CX and Internet of Things Why does it matter? Optimize experience Cost Management Product Optimization and market research Provide context rich experience in case of service request Proactive automated service management Collect usage patterns and provide input for product design and service customization

14 CX + PureCloud goes IoT Location information, damage report generated by sensor information in real time Emergency Center SW Process and API Management and Emergency APP

15 Demo

16 Rethinking an end to end digital service experience Rethinking an end to end digital service experience

17 Rethinking an end to end digital service experience

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19 Man vs machine CX robotics in the form of automation, AI and IoT are creating a new reality, demanding a new approach. Human cost and productivity is challenged as these capabilities improve. Top 5 channel focus areas: 1. Virtual assistant (chat bots) 2. Instant messaging (incl. web chat) 3. Mobile apps 4. Video chat 5. IoT Phone volumes have dropped by 17% since 2015 Transaction complexity contributing to absenteeism levels double that in 1997 Agent average length of service 28 months FCR on digital paths lagging phone, 56% say phone volumes will drop further through end 2018

20 Personalization accelerate your ambition

21 Data types collected Data collection activity is rising. Organisations are sourcing data from wider channels and at a deeper level. Customer feedback Complaints Customer product and account information 63.6 Website usage 44.2 Demographic Social media Customer value Customer journey interaction patterns 28.4 Connected device and sensor data (e.g. Internet of Things) Other None of these 1.8 What types of customer data do you regularly collect to improve service offerings? n=1128

22 Tracking customer journeys There are noticeable improvements, but visibility of the CX journey is still poor. Just 38% can track an interaction that spans multiple channels; a third has no ability to track. Interactions can be tracked across multiple channels Key decision points can be identified We can't track the customer journey Blockage points in process (that can affect the CX) can be located Other How well can you track the customer journey across your service channels? n= 1044

23 Personas Personalize level of support Tim Shopper Paula Smith Anonymous a) High revenue in the last 3 months b) High interest looking into each collateral a) Low revenue over the last twelve months b) Generic interest looking into each collateral a) Generic interest b) High interest looking into each collateral

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25 Business Logic

26 Personalisation and Analytics Analytics voted top factor that will reshape the CX industry for 3rd year running. Making it personal 82.4% can offer personalisation via Telephone 67.2% can offer personalisation via Assisted-service channels 60.7% can offer personalisation via Automated-service channels Understanding the customer journey 57.8% agree analytics will help improve the customer journey YET 64.0% have no big data analysis capability that combines data from all channels AND Just 28.3% can track a customer journey that spans multiple channels ONLY 24.3% can locate problem hotspots that impact CX

27 Digital dominance The world has formed a digital skin. Business, service, technology and commercial models have changed forever. Organisations are strategically challenged to keep pace with customer behaviour. Organisational Transformation Skill, Culture, Business/ IT- Alignment Cross Platform Eco-System Integration Agile Development Hybrid Delivery Models Outcome Based Service Models Dimension Data

28 Questions? Siegfried Schallenmueller Dimension Data GM Customer Experience Europe accelerate your ambition