Upstream Works Software © 2007 Upstream Works Software All Rights Reserved Simplifying Cross Channel Customer Experience Management By Upstream Works
Oct 22, 2014
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© 2007 Upstream Works SoftwareAll Rights Reserved
Simplifying Cross Channel Customer Experience Management
By Upstream Works
© U p s t r e a m W o r k s S o f t w a r e
Covered Today
» Simplify managing your customer's experience for any channel
» Consistently deliver customer care that will build your customer base and win increased loyalty across every contact channel
» Best practices for successfully deploying a multi channel strategy
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Three Measures of “CX”
» Measuring what people say to you
»Surveys
» Measuring what people say about you
»Social
» Measuring what people do
» Interactions
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What People Do
» “So how do you manage each customer relationship individually? [] You need to build a system which allows you to track, capture, and analyze the millions of customer activities, both interactions and transactions, over a long period of time.”
» Lucy Fusaro: The evolution of customer relationship management: From a market of millions to a million markets of one. 1999
» “A systematic approach to managing the touch points that drive customer experience will increase loyalty.”
» (Understanding Touch points and your Customer Relationship Lifecycle – MCORP Consulting; 2009)
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Channels for Interactions
» Assisted Service Modes
» Phone, email, web chat
» Retail, service provisioning; white mail
» Self Service Modes
» Web; IVR; Kiosk
» New Media
» Social Response
» Mobile
» SMS/IM
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Changing Channels
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Why Track Across Channels?
» Containment
» Find failure points that drive calls
» Find success points that drive calls
» Understand why customers switch channels
» Right Channeling
» Ensure customers can use the channel they want to use and that you can manage that channel effectively.
» Self Service Deflection
» Determine what interactions should be put into self service and what not
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A single view
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The Champion!
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Current Approach
» Surveys» Social Response
trends
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Interaction Drivers
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But why is this so hard?
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Build for Expansion
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Business Interaction Management
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Advantages
» Contain scope with easy expansion
» Consistent view of any channel
» System independence for upgrades and changes
» Survey and social response linking
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Best Practices
» Define a consistent set of information to collect for any channel
»Normalize systems across all channels and determine gaps
» Link application databases, don’t integrate or merge
» Define a reasonable scope
»Consider all channels
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See the journey for every customer
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ROI
» Reduced calls
» Strategic process management
» Evaluate channel effectiveness
» ‘Right Channel’ customers
»Channel containment
» Reduced churn
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Summary
» Create a single easy way to view interactions on any channel
» Collect information that helps strategically manage processes around the customer
» Implement continuous improvement using the information collected
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About Upstream Works Software
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Business Interaction Management
Track and save the entire interaction as it happens. It’s easier to use and understand later
Provide in-your-face interaction context that’s role tailored for personalized service
Pre-built best practices analytics
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Customer Insights
Customer Experience
Performance
Improvement
Performance
Management
Training and Staffing
Process Improvemen
t
All customer channels
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Business Interaction Pain Points
» Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business.
» Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.
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Upstream Solution
» Upstream Works’ Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable
» Combines technology and a methodology to track individual customer interactions across the business
» Links outcomes to supporting interactions
» Puts the collected information into a powerful form
» Compliments existing applications and infrastructure
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www.upstreamworks.com
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