Transforming the Digital Customer Experience [24]7.ai, Inc.

Transcription

1 Transforming the Digital Customer Experience

2 The presentation and recording will be sent to you after the webinar. It will also be available on our website. There will be a short Q&A period after the presentation. There is a short survey after the live session. We would love to hear your feedback! Vijai Shankar Senior Director, Industry Marketing [24]7 2

3 What is DIGITAL TRANSFORMATION? A. Connecting all digital customer touchpoints B. Creating a personalized, predictive and effortless customer service experience C. Connecting all digital channels and devices D. A nirvana that can never be achieved E. My personal nightmare 3

4 What is DIGITAL TRANSFORMATION? A. Connecting all digital customer touchpoints B. Creating a personalized, predictive effortless customer service experience C. Connecting all digital channels and devices D. A nirvana that can never be achieved E. My personal nightmare 4

5 Does Digital Transformation Include Artificial Intelligence Machine Learning Chatbots Chat Speech Agents C-level buy in Lots of buzzwords 5

6 Sound Impossible? It s not! Cut through the hype Separate fact from fiction Utilize proven strategies Lend us your ear for the next 30 minutes and we ll discuss how to tackle this with 6 steps 6

7 Achieving Success with Digital Transformation of Customer Service /7 [24]7.ai, CUSTOMER, Inc. INC. 7

8 Separating Myths and Facts Build it once and leave it alone Added cost of doing business Takes years to implement No need to worry about maturity All about adding more channels Ongoing with continuous optimization Decreases costs of customer service Progress in months Have an overall vision Focus on journeys not channels 8

9 1. Defining the Vision Ongoing with continual opportunities to optimize and improve the customer experience. Use consumer-driven analytical insights Empower customers to choose their channel Automate customer journeys Connect the conversation across channels, devices and time Reduce voice calls and increase digital interactions 9

10 Connecting Journeys Across Hi PV, it s nice to have you back. Would you like to change your reservation or make a new one? TIME DEVICES CHANNELS POWERED BY [24]7 10

11 Connecting Journeys Across TIME DEVICES CHANNELS 11

12 Connecting Journeys Across TIME DEVICES CHANNELS 12

13 2. Drive Real ROI Designing and delivering digital customer experiences drives real ROI. Attract more customers and grow market share Drive higher revenues Improve or maintain margins Integrate the customer lifecycle from pre-purchase research through post-purchase service engagements 13

14 3. Take a Practical Iterative Approach Real progress can be seen in a few months. Identify and analyze customer journeys Select the right channel strategy Assess the current technology environment Automate journeys Measure, analyze and optimize journeys 14

15 Understand Consumer Journeys In and Across Channels Using structured and unstructured data to understand cross-channel leakage patterns and user presence. 15

16 Connecting Touchpoints Customer Starts on web Authenticated Escalates to IVR Authenticated IVR Existing IVRs can only fall back on voice agents as safety net Voice Agent Unified speech + visual experience reduces self-service effort Presence determines customer on website concurrently If agent assistance is needed, full context transfer accelerates resolution Voice Agent Agent can push rich content to end user Chat Agent 16

17 Interactivity Automating Journeys Conversational Complex Dialog My Internet is slow Bot: diagnoses problem Simple Dialog How do I contact you? Bot: Is it about billing, service or complaints? Complex Questions I have an iphone 6 and want to upgrade to the new 7 How much will it cost? Personal Transactions I need to change my mobile plan I want to pay my bill Single-response Targeted Answers Where is the nearest retail store? General Answers (e.g. FAQ) How do I change my Wi-Fi password? Personal Answers How many prepaid mobile minutes do I have left? Guided Task Completion I want to unlock my iphone I want to replace my SIM card Informational Task Complexity Transactional 17

18 4. Map the Transformation Having an overall vision helps with a maturity model. 18

19 Level 1: Multi-channel 19

20 Level 2: Cross-channel 20

21 Level 3: Omni-channel 21

22 Level 4: Nirvana 22

23 5. Understand Technologies that Transforms CX Selectively adding channels at minimal cost as business evolves. AI-based Chatbots Integrate chat with chatbots Digitize and modernize IVR An AI and ML platform that leverages build once, deploy anywhere approach 23

24 AI Chatbots and Chat Chatbot and human Chat conversations share the same form factor Chatbot either can t answer the question or you purposely don t want it to Seamless transition to a live chat agent with the Chatbot conversation Chat agent introduces himself and repeats the customer s intent 24

25 Digitizing Phone Channel Welcome to Premium Airways, am I speaking to Sara Long? Yes. Thanks. Are you calling about your flight back to New York on Sept 2, 2017? Touch to return to call 0:12 Text Message Tue, Sept 13, 11:38 AM Premium Airlines: premiumairlines.com/flights Yes. I need to fly back on Saturday. OK. Let me connect you with a live agent. Hi Sara, this is Susan, I can send you a text with a link with a list of flights from San Francisco to New York on Saturday, September 24, 2017 is that OK? Yes. OK, I ve sent the link. 25

26 Digitizing Phone Channel The screen is showing the flights from San Francisco to New York that have available seats. Please choose a flight. Great, you are confirmed on Flight #731 from San Francisco to York. Now our car rental partner Premier Rentals, shows that you are renting a car in San Francisco. Would you like to extend that rental through Sept 24th? Touch to return to call 0:12 premiumairlines.com/flights Yes, I would. Got it, you should see the updated charge for your rental reservation on your screen. Please press submit to authorize this update. Alright an confirming those flight and car reservation changes has been sent to the address on file. Is there anything else I can help you with? No that s it. Thanks. 26

27 6. Corporate Alignment Digital Transformation isn t its own strategy, it has to be aligned with the overall business strategy. 1. Link organizational teams this is not a siloed project 2. Seek executive sponsorship it will make your life easier 3. Be aware of changing mindset this is new to most everyone 4. Connect technology siloes 5. Get access to the data you need 6. Use a sandbox to test 27

28 Learn from Others Don t reinvent the wheel Learn from others that have done this 28

29 Key Takeaways Digital Transformation Transforming every business Technology AI, Chatbots, Connected IVR Strategy Aligned with business Future-Proof: Build once, deploy anywhere 29

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