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Is Your Customer Experience Strategy

Wasting Your Money?

The Essential Executive Webinar Series

Sept. 2013Watch the Webinar here:

http://bit.ly/1aHHDIj

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Omer Minkara

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Jim Warren

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Linda Dotts

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Jeanne Bliss

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Use the Q&A window in the

console

Send ane-mail to

CEM@avaya.com

Ask Your

‘s

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Discussion 1:

What does your Customer

Experience do for your

business?

Generate Growth

Squander Money

$ $

$ $$

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The Impact of the Empowered Customer

9Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.

Changing the Conversation Managing Cost Managing Revenue

Focus Interaction Cost Customer Loyalty

KPI Target $12 Cost/Contact $1000 CLV

Goal 10% reduction 1% increase

Translation $1.20 reduction in Costper Contact

$10 revenue increaseper Contact

Total #Contacts/Year 1M 1M

Year 1 Result $1.2M Saved $10M Earned

Year 3 Result $3.6M Saved $30M Earned

The Changing Customer ConversationFrom Managing Cost to Driving Revenue

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Discussion 2:

How does Investing

in Customer Experience

Best Practices Pay Off? $

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Customer Delight = Financial Gains

$(34) $(43)

$(142)

$29 $28 $8

$278

$100 $91

$273

$84

$(43)

$(200)

$(150)

$(100)

$(50)

$-

$50

$100

$150

$200

$250

$300

Best-in-Class Industry Average Laggards

Impa

ct o

f CEM

Pro

gram

s on

year

-ove

r-ye

ar

reve

nue

chan

ge (i

n $

mill

ion)

, n=2

52

Revenue Loss Due to Customer TurnoverIncremental Revenue from Existing CustomersRevenue from Net-New CustomersNet Revenue Impact

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Discussion 3:

How Should Companies

Tie Customer Experience

Investment

Metrics to Those Metrics

CEOs Care About? ?

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Prioritize Based on Business ImpactIncremental improvement in Operational KPIs drive successful top line results

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Best-in-Class Measure the Right Metrics;

70%

58%

48%48%

31%

21%

10%

20%

30%

40%

50%

60%

70%

Established KPIs tomeasure CEM program

results

Monthly review of theeffectiveness of

customer interactionchannel-mix

Automate customerinteractions through

cross-channel customerbehavioral data

Percent of respondents, n=374

Best-in-Class All Others

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1.Make Customer Experience Management a project with a budget, a plan, a business case

2.Make an executive accountable for Customer Experience

3.Know your Customers really well

4.Invest in the contact center as the nerve center of your Customer Experience strategy

5.Change what you monitor and measure to ensure continuous improvement

Summarizing Today’s Key Points

1. Does Your Customer Experience Generate Growth or Squander Money For your business?

2. How does Investing in Customer Experience Best Practices Pay Off?

3. How Should Companies Tie Customer Experience Investment Metrics to Those Metrics CEOs Care About?

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Survey

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for Joining Avaya’s Customer Experience Management Webinar

THANK

YOU

Email your Questions to:cem@avaya.com

www.avaya.com

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