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© WDS, A Xerox Company. 2014 All rights reserved. Tim Deluca-Smith Head of Marketing, WDS, A Xerox Company [email protected] Customer Care 2.0 & omni-channel challenge
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Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

Feb 17, 2019

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Page 1: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

Tim Deluca-Smith Head of Marketing, WDS, A Xerox Company [email protected]

Customer Care 2.0 & omni-channel challenge

Page 2: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

2015: A tipping point

2012 2014

Voice

Non-Voice

2017

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.

2015

Page 3: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

By 2020, the customer

will manage 85% of the

relationship with an

enterprise without

interacting with a human. (Source: Gartner)

Page 4: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

The first machine age

1910 2000 1960

Page 5: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

The second machine age…

1960 > 1990

Page 6: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

But the basics remain…Customer Effort

11 11

-8

-35

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].

0 1

2 3+

Page 7: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

If content is king then consistency is queen…

The most personal

The most convenient

The most immediate

Why did you choose this care channel

55% 52%

9%

26%

3%

22% 30%

11%

42%

90%

70% 70%

50%

25%

15%

77%

Was your interaction successful (yes)?

Page 8: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

The [inconsistent] digital care experience

65%

5%

20%

25%

Digital

Contact Center

Digital & Contact Center

60%

20%

15%

Source: McKinsey (S) 2011

Manual / Guide

Friends

Phone

Digital

Preference

Actual

Page 9: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

The [inconsistent] digital care experience

It’s too hard to find the answer

There’s no help for my problem

I expect an immediate response

It’s too impersonal

20

% The % of call

volume driven by failed self-service transactions.

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.

Page 10: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

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.

Page 11: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

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.

Page 12: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

• 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.

We call this Seats + Software

Page 13: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

How does a machine learn?

I have a problem…

Decipher symptoms

Establish cause

Seek best resolution

Confirm fix

Learned connection

Applied to digital channels Listen & learn

“I’ve seen this before…”

AgentIQ

Virtual Agent

Page 14: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

WDS Virtual Agent

• Surpasses traditional keyword search and does not follow hard-coded 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.

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.

Page 15: Customer Care 2.0 & omni-channel challenge - Xerox · Customer Care 2.0 & omni-channel challenge ... can ensure maximum problem coverage and guarantee that every care experience is

© WDS, A Xerox Company. 2014 All rights reserved.

Tim Deluca-Smith, Head of Global Marketing Tel: +44 (0) 7957 311189 [email protected] Martin Saberton, Product Manager (WDS Virtual Agent) [email protected] wds.co @wdscompany

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