1 VONAGE CONFIDENTIAL Integrated Communications Power Great Experiences Chris Haggis SVP Customer Success
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1VONAGE CONFIDENTIAL
Integrated Communications Power Great Experiences
Chris HaggisSVP Customer Success
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What Creates a Great Experience?
A great experience is enabled by great communications.
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By year 2020, customer experience will overtake price and product as the key brand differentiator.1
Businesses need to
FOCUS ON EXPERIENCEin order to survive.
1 Walker Study
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Companies that excel at CX have 1.5X more engaged employees than companies with poor CX.2
Experience must include
both the customer and
the employee.
Customer and employee
experiences are directly
linked and need to be
considered together.
EX CX
In 2 years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.1
1Gartner, Customer Experience Survey 2Temkin Group, Experience Matters
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CX It’s the same old “Horror” storyhttps://onholdwith.com/
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Customer and employee communication needs are getting more complex and demanding.
Customers and employees communicate across multiple channels and devices and are increasingly mobile. They are virtual, constantly
connected, and expect a personalized experience.
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How Are Businesses Meeting the Experience Needs?
Starting their journeys at different points, moving to the Cloud and adding solutions as needed.
Poor customer and
employee experience.
This approach results in:
• Complex and siloed deployments
• Administrative and management challenges for IT Collaboration
Contact Center
Unified Communications
Voice
Video
CRM with Telephony Integration
APIs
Multiple Clouds
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Does your company have an EX strategy for comms?
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Death of the PSTN?
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What type of transformations are most important for 2019?
1. Customer Experience2. Employee Experience3. Digital Business Services4. Ecosystem driver/platform/microservices
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It’s time for a new approach to deliver an
INTEGRATEDcommunications experience.
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Unified Communications
Programmable Communications
Contact Center
Vonage Global Carrier Network
Public Cloud Infrastructure
One Vonage
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With virtual numbers powered by an API, complex software workflows can be triggered by calls & messaging.
Launching number programmability
Record & upload to CRM
+ +
Interact with calendars
Voice or Messaging Bot
Speak to the Call Centre
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• Focus equally on CX and EX• PSTN connectivity is still very important• How important is global coverage to you• Consider a single communications platform for
– Unified Comms (Voice, IM, Video, Conferencing)– Contact Centre (Sales & Service)– API’s (SMS, Chat Bots, No IVR)
• CRM Integration & EX User Interface
Key Take-aways
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THANK YOU
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