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© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Martyn RiddleDirector of Marketing, APAC
Tuesday, 4th April, 2017
The Contact CentreYour secret weapon in delivering exemplary customer experiences
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide. 3
Things Are Changing Fast
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide. 4
ACSI - American Customer Satisfaction Index®
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Research undertaken towards the end of 2016
Carried out by Opinium, global leader in market research
4,000 consumers across Australia and New Zealand
Study covered multiple verticals including banking, insurance, mobile, utilities, e-commerce and travel
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The rise of digital has led to a natural demand by customers to communicate with brands via multiple channels
24% 19%22% 10%
Phone In-storeOnline Email
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Communication via social channels haven’t yet caught on
Facebook has more than 15 million monthly active users in Australia & nearly 2.5 million in New Zealand
3% of customers prefer to contact organisations via social media &
9% via mobile apps
FAC
T
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Top 5 customer preferred channels
In person over the phone My account online In person at a branch or store Web self service Email/SMS
24%22%
19%
11% 10%13%
12% 12%
8% 8%8%
13%
10%
26%
15%
Consumer preferred channel Consumer channel wanted The channels companies are looking to implement
Customer preferred / wanted versus what organisations are planning to implementTop options for customers
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Organisations need to leverage multiple data sources to capture a single view of their customers
4 in 5customers want more personalised services
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Beware, there’s a catch.
Customers are concerned about the use of their data and their privacy. 89% want to know how
secure their personal information is
89% want to know whether their data will be passed on to third parties for marketing purposes
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75% say they don’t like dealing with companies
that don’t provide a phone number
?( ) = TRUST
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Businesses appear to be overestimating their customers’ preference for digital channels
87%Think customers prefer: mobile apps, email or SMS
Yet only 33%Chose these channels
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When engaging in a simple customer service request
Overall 59% of Australia/New Zealand customers choose digital channels.
Phone is the most popular option 29%
Email comes a close second 18%
Online account management 11%
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When engaging in a mildly complex customer service request
75% of Australian and New Zealand customers will choose human interaction.
Phone is the most popular 45%
In store ranks second 30%
Email with 8%
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When engaging in a complicated customer service request
82% of Australia/New Zealand customers in the region prefer human customer service.
Go in store 41%
Make contact by phone 41%
Email at 6%
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Preferred channel based on customer service situation
Customer service situation First preference Second preferenceAn answer to a simple question/ request Phone (18%) Email/SMS (17%)
To investigate products/services Web self-service (16%) Online Account (14%)
To close my account Online Account (22%) In Person (15%)
To give positive feedback Email (26%) Online Account (18%)
To change my account details Account online (27%) Phone (10%)
To ask a question about my bill Phone (24%) Email (14%)
To register a complaint Email (18%) Phone (17%)
Urgent technical assistance Phone (28%) In Person (18%)
An emergency service Phone (31%) In Person (19%)
My product/service fixed Phone (19%) In person (14%)
My bill refunded Online Account (21%) Phone (15%)
Com
plex
ity o
f req
uest
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Introducing the“Digital Native”
Definition: Customers whose first preference
is to use a digital channel to engage with an
organisation regardless of the complexity of
the enquiry
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After a positive customer experience, digital natives are…
62% more likely to talk positively about the experience on social media
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After a positive customer experience, digital natives are…
50% more likely to sign up for a loyalty program
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After a positive customer experience, digital natives are…
27% more likely to leave a review
…
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After a positive customer experience, digital natives are…
66% more likely to renew their product or service even if it isn’t the cheapest option
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Preferred channel by generation
Millennials Generation X Baby Boomers Silent Generation
18% 18%
22%
24%
11%
14%
19%
28%
13%14%
17%
4%
9%8%
9%
7%
10% 10%
8%
14%14%
9%
5%4%
6%
4%
2% 2%
Phone In store Email Live chat Web self service Mobile app Social media
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Analytics on 100% of Interactions
Speech Analytics100% Transcriptionand analysis on Voice Interactions
Text Analytics Conversational analytics on Chat, Email, Survey and other text interactions
Customer-Initiated Feedback
Social Communities
Website Feedback
Mobile WebFeedback
In-App Feedback
Company-Initiated Feedback (EFM)
E-mailSurveys
Mobile Surveys
SMSSurveys
IVR Surveys
Holistic Voice of Customer/CX Listening Platform
Benchmarking CX Index
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
• Company customers increased by 13%
• IVR containment rate increased by 3.67%
• Calls per customer reduced by 0.13
“Charging Policy” was driving more than 25% of phone calls.
Improving Digital Channels with Analytics
Updating the IVR, SMS and Web, reduced calls by 10%.
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Predicting and Preventing Customer Churn
• Analyzed “lost customer” interactions from past 4 months
• Identified statistically significant terms:o “Ridiculous”, “You People”, “Had Enough”
• Built “At Risk” VoC Category• Identified root-cause of dissatisfaction • Daily “at risk” report sorted by customer value • Team of 4 agents proactively called back to save
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
ROIx20$11.9M
Saved Revenue
$12.5M
Cost
$600,000 (Verint + Staffing)
• Saved 86% of at risk accounts• Total of 4500 accounts saved to date• Initial ROI achieved within 7 weeks • Savings to date $12.5 Million
Impact on Customer Retention
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.
Focus on Engaging Employees:They drive the success of your interactions with your Customers
-Richard Branson
To make our
CUSTOMERShappy we have to make sure our
EMPLOYEESare happy first.
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Happy Employees = Happy Shareholders
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
79% of 18- to 29-year-olds agreed that “It is more important to enjoy my job than to make a lot of money” -Harvard Business Review , August 2015
65.6% of employees are disengaged – Gallup, January 2017
2/3 of millennials plan to leave their current organization by 2020. 1/4 see themselves elsewhere within the next year. -Business Insider, January 2016
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
If an Employee is not Engaged, What Happens?
Lack of Effort
Attrition
Inefficiency
Mistakes
Poor CX
Training Costs
Staffing Issues
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Employee Engagement – What does it mean?
Flexibility Transparency Motivation Mobility Empower
• How am I measured and managed?
• Allow me to self-manage
• When, where and how I work
• How can I improve my performance on-demand?
• Anytime, anywhere access to information
• Ability to make changes
• Make it easy for me to help the customer
• Hear me
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Employee Engagement – How Can We Help?
• Flex scheduling / employee request management
• Modern Scorecards
• Analytics-driven Quality
• Performance Management
• Gamification
• Mobile Work View - Employee and Manager Apps
Flexibility Transparency Motivation Mobility
• Knowledge Management
• Unified Desktop• Communities• Feedback
Management• Robotics
Process Automation
Empower
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Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.
Deliver Smarter Engagement Across All Channels
Enrich Interactions
Improve Processes
Optimize the
Workforce