Martin Jukes October 2020 Customer needs and expectations Office - - PowerPoint PPT Presentation

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May 17, 2023 258 likes •430 views

Martin Jukes October 2020 Customer needs and expectations Office Cultural closures change Virtual 2020 predictions working Technology Customer did not include enabling experience Service Covid-19!!! delivery Cope Establish

SLIDE 1

Martin Jukes October 2020

SLIDE 2

Technology enabling Virtual working Office closures Cultural change Customer needs and expectations Customer experience Service delivery

2020 predictions did not include Covid-19!!!

SLIDE 3

Cope Establish Review

March May October

SLIDE 4

Customers acceptance
Honeymoon is over – frustration with excuses
Homeworking is not for all
Not all homes are suitable
Not all environments are suitable
Socialisation
Teamworking
Business environment changing
Products and service developments
Some products no longer appropriate

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Strategy / Operational focus

Survival Maintain Growth

Operating model

Virtual Office based

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Strategy / Operational focus Operating model Other Layers Products/services Customer needs Financial Process change People

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Stay

Can’t cope Can’t deliver

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How is it going to be financed? Set up and ongoing costs

Finance Measures Governance Objectives Customer Experience Business Case

How will the Contac Centre be managed? Who will be accountable? How will success be measured? What are the

bjectives and the

purpose of the centre? Is there a business case for the Contact Centre? What does the service look like from a customers perspective?

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Strategy and Design Customer Experience Process / Knowledge Technology People Operations Place Strategy and Design Customer Experience Place People Process Technology Operations TO

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Customers have different wants and needs

Online shopping
Telephone consultations
Individual preferences

Increasing Adoption of Technology

Choices removed
Forced channel shift
Self service
Video

Experience management

Good for some but not all
Vulnerability increasing
Organisations

responsibility to customers? Or is it?

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Efficiency
Effectiveness
Adapt to changing

environment

Journey orchestration

Business processes changes

Consistency across all

touchpoints

Improved customer

and user experiences

Use technology to share knowledge

Performance

management

Quality managememt

Operational process change

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Technology enabled and supported solutions

AI
Chatbots
Virtual assistants
Self service

Developments and projects – proceed

r delay?

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How do we look after them?

Increased

management/supervision

verhead
Customer behaviours not

always positive

Wellbeing – mental and

physical

What support and tools do they need?

Feedback
Knowledge
Communication/inclusion

What skills do they need

Empathy
Access to knowledge rather

than all knowledge

Solution driven

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Office consolidation Financial decisions not always considering full picture WFH is not good and suitable for everyone Agile working – hot desking

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Developments need to be appropriate
Review strategy and ensure Contact Centre delivers
Think about Short, Medium and Long timescales
Find out what matters to customers
Design around Customer Experience
Continuous Review is more important than ever

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