Delivering Customer Service in the Cloud
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Transcript of Delivering Customer Service in the Cloud
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© 2009 RightNow Technologies, Inc.
Customer Experience
Kevin Paschuck
Vice President, Public Sector
December 3, 2009
Delivering
in the Cloud
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© 2009 RightNow Technologies, Inc.
Meet Sam
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© 2009 RightNow Technologies, Inc.
A.K.A.
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© 2009 RightNow Technologies, Inc.
Mr. Directorof Customer Service
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© 2009 RightNow Technologies, Inc.
Sam lives in …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
He takes the …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
and enjoys …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
Sam cheers for …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
Sam is Great at …
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© 2009 RightNow Technologies, Inc.
Leading People
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© 2009 RightNow Technologies, Inc.
But lousy at …
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© 2009 RightNow Technologies, Inc.
Customer Service
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© 2009 RightNow Technologies, Inc.
contact centerlooks like …
Sam’s
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
His websitelooks like …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
when itShould look like …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
to makeMatters worse …
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© 2009 RightNow Technologies, Inc.
Infrastructure costs are high
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© 2009 RightNow Technologies, Inc.
Samdoesn’t know
any better.
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© 2009 RightNow Technologies, Inc.
Sam, meet Diane.
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© 2009 RightNow Technologies, Inc.
Ms. Managerof Customer Experience
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© 2009 RightNow Technologies, Inc.
Diane also lives in …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
commutes on …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
and cheers for …
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
Diane is alsoGood at …
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© 2009 RightNow Technologies, Inc.
LEADERSHIP
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© 2009 RightNow Technologies, Inc.
but is Great at …
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© 2009 RightNow Technologies, Inc.
Customer
Experience
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© 2009 RightNow Technologies, Inc.
why?
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© 2009 RightNow Technologies, Inc.
She understands…
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© 2009 RightNow Technologies, Inc.
3 EXPERIENCES THAT MATTER
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© 2009 RightNow Technologies, Inc.
Benefits of Cloud Computing
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© 2009 RightNow Technologies, Inc.
The RULES of
business have CHANGED
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© 2009 RightNow Technologies, Inc.
Let’s take a look
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© 2009 RightNow Technologies, Inc.
WEB EXPERIENCE
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© 2009 RightNow Technologies, Inc.
Establish a Knowledge Foundation
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
SOCIAL EXPERIENCE
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© 2009 RightNow Technologies, Inc.
What is Social Media?
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© 2009 RightNow Technologies, Inc.
Social Media uses Internet and web-based
technologies to transform broadcast
monologues (one to many) into social media
dialogues (many to many). It allows
everyone to be a publisher of knowledge
and information, transforming people from content
consumers into content producers.
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
Listen and Participate
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© 2009 RightNow Technologies, Inc.
Connectand
Engage
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© 2009 RightNow Technologies, Inc.
Support Community
Innovation Community
Social Experience Designer
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© 2009 RightNow Technologies, Inc.
CONTACT CENTER
EXPERIENCE
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© 2009 RightNow Technologies, Inc.
Empower Frontline Employees
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© 2009 RightNow Technologies, Inc.
Multi-Channel
Choice
Offer
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© 2009 RightNow Technologies, Inc.
Listen to your Customers
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© 2009 RightNow Technologies, Inc.
Design Seamless Experiences
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© 2009 RightNow Technologies, Inc.
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© 2009 RightNow Technologies, Inc.
Measure and Continuously Improve
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© 2009 RightNow Technologies, Inc.
Cloud Computing
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© 2009 RightNow Technologies, Inc.
5 Pillars of IT Transformation
1. Citizen Engagement
2. Cost Reduction
3. Secure Computing
4. Innovation
5. Transparency
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© 2009 RightNow Technologies, Inc.
Characteristics
On Demand Service
Shared IT Resources
Dynamic Scalability
Device Independence
Subscription Service
Innovation
Lower Cost / Greener
Running Instantly
Deploy on any Client
Pay for Actual Usage
Benefits
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© 2009 RightNow Technologies, Inc.
Private(Community)
The Cloud
Public
Hybrid
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© 2009 RightNow Technologies, Inc.
Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Infrastructure-as-a-Service (IaaS)
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© 2009 RightNow Technologies, Inc.
Cloud solution must
address security
challenges … starting
point is NIST-853
Moderate
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© 2009 RightNow Technologies, Inc.
The RULES of
business have CHANGED
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© 2009 RightNow Technologies, Inc.
SOFTWARE as a Service
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© 2009 RightNow Technologies, Inc.
Software as a SERVICE
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© 2009 RightNow Technologies, Inc.
Results
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© 2009 RightNow Technologies, Inc.
Expertise
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© 2009 RightNow Technologies, Inc.
Deliver on the Promise
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© 2009 RightNow Technologies, Inc.
Thank you
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© 2009 RightNow Technologies, Inc.
THANK
YOU!
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© 2009 RightNow Technologies, Inc.
Kevin T. Paschuck
Vice President, Public Sector
kevin_paschuck