Customer journey..why?

NCCC, 4 juni 2015

Melvin Harmsen

Managing Director, Avaya NL

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Waarom is customer

engagement zo belangrijk?

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https://hbr.org/2015/04/why-strong-customer-relationships-trump-powerful-brands?utm_source=Socialflow&utm_medium=Tweet&utm_campaign=Socialflow

Reality Check

© 2015 Avaya, Inc. All rights reserved.

Average company lifespan on S&P 500 index (in years)

1960 1965 1970 1975 1980 1985 1990 1995 2000 2005 2010 2015 2020 2025

Projections based

on current data

Year (each data point represents

a rolling 7-year average lifespan)

Reality Check

© 2015 Avaya, Inc. All rights reserved.

Business Consumers

CLV

0 10 20 30 40 50 60 70 80 90 100

Cloud Services

Professional Services

IP Office

RV Mobile Video

Networking

Net Promoter Score

NPS for Selected Products & Services

70

60

50

40

30

20

10

0

NPS World-Class (Top

1%)

USAA, Costco

Best-in-Class

(Top 10%)

Avaya, Amazon

Good (Top Quartile)

Cisco

Microsoft

Average (2nd

Quartile)

Shoretel

Dell

Last 4 Qtr’s

50

FY14 45

FY13 41

FY12 32

FY11 28

Poor:

Alcatel-Lucent

Last Qtr 65

NPS For Tech Companies

Avaya’s NPS journey

Reality Check

© 2015 Avaya, Inc. All rights reserved.

Business Consumers

CLV

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Hoeveel is uw klant waard? CLV

Topline Growth

+

Contact Center

Efficiency

+

Customer

Experience

Customer

Experience

| Seamless | Easy |

| Adaptable |

Reduce Effort, Improve

NPS, Differentiate

Contact

Center

Efficiency

| Informed | Optimal |

| Visible |

Optimize Resources,

Reduce Costs, Exceed

SLAs

Contact

Center

Efficiency

| Informed | Optimal |

| Visible |

Optimize Resources,

Reduce Costs, Exceed

SLAs

Customer Lifetime

Value

Acquisitie Kosten =

Duur van de relatie

– Support kosten X

Topline Growth

|Proactive | Connected |

| Responsive |

Improve Sales, Increase Retention,

Improve Wallet Share

Klant omzet

–

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Customer Engagement

Omni Channel

Ervaring

Enterprise

Wide Team

Engagement

Google cloud

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Customer Engagement

Omni Channel

Ervaring

Enterprise

Wide Team

Engagement

Google cloud

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Web Site

Email F2F In Store

Phone Overseas Call Center

77%

Facebook APP Twitter Video Web FAQs

Web Chat

72% 64% 59%

37%

53%

26%

20% 14%

11%

5%

Lower than 2010

Same as 2010

Higher than 2010

Customer engagement in action

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Uitdaging: Wie is de eigenaar?

Fysiek Digitaal

Winkel Kiosk

Terminal

Self

Service

Live

Agent

Sales

Specialist

Direct

Mail Social

Media

Corporate

Website

Mobiel

Platform

Messaging

Interaction

Marketing Contact Center Marketing

App Team Sales

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Omni-channel betekent

Naadloos, juiste media, juiste moment, elk contact…

RETAIL

LOCATION

Kiosk

Terminal

SELF SERVICE LIVE AGENT

SALES

SPECIALIST

DIRECT MAIL SOCIAL MEDIA

CORPORATE

WEBSITE

MOBILE

PLATFORM

MESSAGING

INTERACTION

(Aberdeen Group, 2014)

• 9.0% in client retention rates

• 5.8% in customer lifetime value

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Naadloos, geïntegreerde Customer Journey

Handel betaling af

Proactief informeren over

renewal

Initieer een webcall

Vraag feedback

Authenticeer de klant

Vind de beste resource

Bevestig transactie

Personaliseer de wachtbehandeling

Omni-channel betekent ook

… Self Service een rol speelt – zelfs wanneer een agent betrokken is

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Customer Engagement

Driving FCR

Omni Channel

Ervaring

Enterprise

Wide Team

Engagement

Google cloud

ACD,SBR

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Individuele behandeling van elke klant, door de best beschikbare resource

Team Engagement is… …CONTEXT-BASED MATCHING om de juiste persoon te betrekken

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Identified Subject Matter Experts?

Agent requires

assistance

Available Subject Matter Experts? BEST Match Subject Matter Expert

Team Engagement Means… …Collaborating To Deliver Real-time Customer Experience

Individuele behandeling van elke klant, door de best beschikbare resource

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Customer Engagement

Verbeter de klantervaring en verhoog Customer Lifetime Value

Omni Channel

Ervaring

Enterprise

Wide Team

Engagement

Google cloud

Why google?

Chromebox

Desktops

starting at $179

Chromebook

Laptops from 11”-

15”. Priced at

$199+

Agent for Chrome

• Chrome Packaged Application

• Avaya Aura Call Center Elite

• Premise or Cloud

• Flexible media modes

Fase 1) WebRTC Upgrade of the conversation

• Avaya’s expertise in Contact Center + Google’s leadership in Public Cloud

• CCaas (pay as you go)

Customer Engagement OnAvaya™ Powered by Google Cloud Platform

has emerged

The Methodology – As Is To Be

Current State Strategic Vision & Guiding Principles Future State

Business Benefits Roadmap

Issues & Impacts List

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© 2015 Avaya, Inc. All rights reserved. © 2015 Avaya, Inc. All rights reserved.

https://www.gsb.stanford.edu/insights/earthquakes-president-dave-kaval-how-major-league-soccer-silicon-valley-startup

Samenvatting

o Gemeende aandacht

o Omnichannel is een must

o Uw contact center is een onderdeel van de

klantervaring – vaak het laatste contact

o Perspectief: self service = good stuff

o Eigenaarschap - Sla bruggen tussen afdelingen

o Samen een “best practice” proces

o Google cloud – upgrade of the conversation

THANKS