Powerful New Approaches to Improving Customer Journeys Lisa Hotchkiss, Solutions Marketing October 17, 2019
Business Drivers for Personalised CX: Customers & Competition ~80 % 75 77 % % of customers expect of US consumers say speed, of best-in-class companies to know their convenience, knowledgeable businesses integrate their purchase history, regardless help & friendly service are the CRM and Contact Center of communication method top elements of a positive CX 1. 2019 NICE inContact Customer Experience (CX) Transformation Benchmark 2. PwC, Experience is everything: Here's how to get it right, 2018 2 3. Omer Minkara, Aberdeen Group: The Intelligent Contact Center, 2018
CRM + CC = Perfect Match for Personalisation! CC = Primary Source of Customer Interactions CC Omnichannel Interactions regardless of channel CRM = Primary Source of Customer Data CRM Customer Data and Preferences, Purchase History, Cases, Service Contracts, etc. 3
Empower Personalised Experiences Personal Data Demographics Preferred Purchasing Preferences Channels History/Habits & Profiles Service Support Tickets Past Interactions Call Recordings Positive/Frustrated Contracts Interactions & Warranties 4
CRM + CC = Perfect Match for Personalisation! Customers Agents Business • Data-driven decisions • Personalised service • 360 ° customer data • KPI improvements • Faster resolution • Improved productivity • Accelerated agility • Feel appreciated • Increased satisfaction 5
400 agents using Salesforce 10% 64 % “CXone Agent for Salesforce has improved our interactions because our agents have all INCREASE IN CUSTOMER REDUCTION CONTACT the information they need about a customer SATISFACTION CENTER EXPENSES at their fingertips…and our customers enjoy the personalized, streamlined experience.” +49 % +7 % Pauline Mulvey IMPROVEMENT INCREASED AGENT Vice President of Enterprise Business Technology IN SERVICE LEVELS PRODUCTIVITY 6
45 agents using Salesforce “Our customers now don't have to give us all 30% 16% their primary information when we answer the phone. They can get straight to telling us REDUCTION IN REDUCTION IN their problems so we can work on a WAIT TIMES AVERAGE HANDLE TIME solution.” Josh Elliott 12% ~25 Hour Customer Care Center Manager, Swisslog REDUCTION IN REDUCTION IN AGENT OVERTIME AVERAGE TALK TIME PER AGENT PER YEAR 7
Learn how NICE inContact can help you personalise every experience, across every channel, every time Speak with a specialist Chat via niceincontact.com 8
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