Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers
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Transcript of Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers
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Digital Engagement Through A New Lens
#CXSelfie
SPONSORED BY
How To Keep Pace With Connected Customers
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#CXSelfie
Type ques9on here
Welcome Webinar AEendees
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#CXSelfie
Follow This Webinar On TwiEer
#CXSelfie
@LivePerson @ExtracoBanks @RTouchPoints
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#CXSelfie
About Retail TouchPoints
ü Launched in 2007
ü Over 28,000 subscribers
ü To provide execuPves with relevant, insighRul content across a variety of digital medium
Free subscription to our weekly newsletter:
WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE
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#CXSelfie
Panel
Lindsay Green SVP, Managing Director,
Extraco Banks & Consul9ng
Anurag Wadehra CMO,
LivePerson
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#DigitalSelfie
Agenda
Background On The Assessment Key Trends & Takeaways
– Omnichannel Excellence – Embracing Real-‐Time Engagement – Using Data To Understand Customers – IdenAfying Ready-‐To-‐Buy Customers
Insights From Anurag And Lindsay
1
2
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#CXSelfie
About The Assessment Commissioned by LivePerson Asked respondents to share details on their current customer engagement, service and sales strategies Promoted to RTP audience and on social media Feedback from 226 respondents across markePng, service and e-‐Commerce related Ptles GOAL: To keep a pulse on current digital engagement strategies
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The QuesPons u Which channels or touch points does your business use to sell and engage
customers?
u If you took a snapshot of your customer service team, what would it look like?
u How do you collect and use feedback to turn customers into brand advocates?
u How quickly do you respond to customers when they need you?
u What type of data do you collect and use across service, markePng and sales?
u How do you use data analyPcs to find out which customers are ready to convert, or are high impact?
u How thoroughly do you target customers and personalize their experience with your brand?
u How will you be improving your sales, markePng and service “selfie” in the next 6 to 12 months?
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#CXSelfie
Our Cast Of Selfies
Basic customer service operaPons (call center or email) Service, markePng and sales departments are siloed Unsure how to improve service, markePng and sales strategies
Are up-‐to-‐pace with the latest digital engagement trends Need to consider more real-‐Pme service channels such as live chat or social media Engage with customers the same, whether they’re new to a site or are ready to buy
ENTHUSIASTIC NEWCOMER TREND WATCHER
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#CXSelfie
Need to focus on improving customer service response Pmes Although they have basic customer informaPon, they need to create more comprehensive profiles to beEer understand customers Customer data / segments need to be shared across the enPre organizaPon
Customer journey needs to conPnuously be tracked and refined. Are customers having a consistent experience across all channels? PersonalizaPon and targePng efforts need to improve Mobile chat and other real-‐Pme tacPcs should be considered
CROSS-‐CHANNEL CHAMPION DIGITAL INNOVATOR
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#CXSelfie
The Results
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#CXSelfie
Key Takeaways: Omnichannel Is The Goal…
*That means they have consistent sales, markePng and service strategies across all channels.
best-‐in-‐class organizaPons and
of laggards describe themselves as omnichannel
23% Over
18%
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#CXSelfie
But Not The Reality
of all respondents sPll operate with silos
78%
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#CXSelfie
Businesses Are Siloed, And So Are Service Teams
best-‐in-‐class organizaPons and
of laggard organizaPons say their service teams are omnichannel
23% Over
21%
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#CXSelfie
One-‐On-‐One Engagement Creates Real RelaPonships
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#CXSelfie
IdenPfy Customers Who Are Ready To Buy
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#CXSelfie
PersonalizaPon Is Becoming An ImperaPve
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#CXSelfie
Key Goals For 2015
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#CXSelfie
Want To Learn More?
Download the E-‐book!
hEp://rtou.ch/des-‐ebk-‐lp
Take the Assessment!
hEp://rtou.ch/ds-‐assessment-‐lp
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#CXSelfie
Panel Discussion
Lindsay Green SVP, Managing Director,
Extraco Banks & Consul9ng
Anurag Wadehra CMO,
LivePerson
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#CXSelfie
Omnichannel Excellence
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#CXSelfie
Embracing Real-‐Time Engagement
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#CXSelfie
Using Data To Understand Customers
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#CXSelfie
IdenPfying Ready-‐To-‐Buy Visitors
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#CXSelfie
Final Tips And Best PracPces
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• Founded in 1995, a public company since 2000 (NASDAQ: LPSN)
• More than 8,500 customers worldwide
• More than 900 employees
• 2 billion site visits and 20 million live engagements per month
• US $178 million revenues (2013)
• Headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London, Melbourne, Tokyo, Berlin and Amsterdam
The Global Leader in Intelligent Digital Customer Engagement
Creating Meaningful Connections
Between Brands and Customers
that Generate Value.
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#CXSelfie
Q&A // Panelists
Lindsay Green SVP, Managing Director,
Extraco Banks & Consul9ng
Anurag Wadehra CMO,
LivePerson
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#CXSelfie
Thanks For Joining Us!
h]p://rtou.ch/des-‐web
View this presentaPon on-‐demand at: