Panel discussion:

2020 Digital CX Priorities for Credit Unions

Your hosts

Matt KinneyCEOAtando Technologies

Jeff EpsteinVP MarketingComm100

Today’s panelists

Kristi ArndtMember Connections ManagerCity & County Credit Union

Jennifer SebringBusiness Systems AnalystTeachers Credit Union

Bri Carruthers NelsonMember Connections ManagerCity & County Credit Union

About Comm100

• Founded in 2009 in Vancouver, BC

• Award-winning omnichannel customer engagement platform:

• Live chat, Email ticketing, Social, SMS, Knowledge Base

• Intelligent Assistance: Chatbots and Agent Assist

• 10,000+ customers worldwide

• Specializing in regulated industries

Powering Genuine Customer Conversations

About Atando Technologies

• Conversational AI

• Robotic Process Automation

• Digital Consulting

Atando Technologies is a Credit Union-focused solution provider dedicated to solving business problems with artificial intelligence

Atando’s Team has spent the last

20+ years working with big brands

and now applying that experience

for leading companies:

• Bank of America

• TD Bank

• Ally Bank

• Wells Fargo

Core digital engagement channels

Agenda

A closer look at live chat and chatbots

Five key factors for omnichannel CX success

1

2

3

4 How to build a business plan for Omnichannel

Audience Poll

A Short Glossary

• Chat• Messaging

• Transcript• Bot intents

• Routing• Intelligent Assistance

• Omnichannel

1/4 Core digital engagement channels

Core engagement channels

2/4

A closer look at live chat and chatbots

Some things you may not know about Live Chat

Responsive or Proactive

Advanced tagging and routing

Auto-translation

Share documents and images

Audio, Video, co-browse

Highly integratable

Secure

Compliant

The Agent’s Perspective

Some things you may not know about chatbots & IA

• Many of the same configuration capabilities as chat• Multi-lingual

• Highly integratable• Secure • Consistent & controlled• Compliant

• Smart enough to know when it’s out of its depth

Panel view on Chatbots and IA

3/4

Five key factors for omnichannel CX success

1 Know your customers

Omnichannel success factors

2 Maximize agent visibility

Omnichannel success factors

3 Keep it genuine

Omnichannel success factors

4 Leverage IAOmnichannel success factors

5 Study the data

Omnichannel success factors

4/4

Building your Business Case for Digital CX

Define your scope

Set your budget

Prove your ROI

The business case for Omnichannel

Scope

• WHO do you wish to serve?

• WHICH CHANNELS do they use? For which purposes?

• WHAT is your service promise (availability, SLA)?

Budget

• Personnel costs

• Technology costs (including training)

• Potential cost savings

ROI

• Net financial gains

• Payback period

For a detailed ROI analysis:

www.comm100.com/engage/chatbot-roi-calculator/

• Measuring impact:ü Star ratingsü Resource maximizationü Reachü Complianceü Utilizationü More touch points

comm100.com/engage/live-chat-roi-calculator/Live Chat ROI Calculator Chatbot ROI Calculator

Next steps

1.Gather key stakeholders

2.Consult with cross-section of your customers to understand usage tendencies, hesitations, expectations

3. Scope out what a perfect deployment would look like in terms of population engagement and results

4. Build a work-back plan for getting there

5. Establish a clear baseline of performance before launch, against which you will measure impact

Talk to us!

😀

Q&A

?

jeff.epstein@comm100.com www.comm100.com

@b2b_storyteller

Jeff Epstein

Thank You!

matt@atando-ai.comwww.atando-ai.com

@matt_kinney

Matt Kinney