Understanding the importance of HSUPA in driving the uptake of profitable applications
Emerging Strategies for Driving More Profitable Customers
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Transcript of Emerging Strategies for Driving More Profitable Customers
Emerging Strategies for Driving More Profitable Customer Relationships
2013 Webinar Series – Time with the Experts
Emerging Strategies for Driving More Profitable Relationships
What to Expect Today
Introduction
How to acquire, retain, and cultivate more profitable, sustaining customer relationships
Q & A
Meet the Speakers
Brian VellmureCustomer Experience Thought Leader
Anna ConveryEVP, Strategy
OpenSpan
Emerging Strategies for Driving More Profitable Customer Relationships
Brian Vellmure
innovantage
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Increased Digital Connectedness
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Merging of Physical and
Digital Worlds
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Access
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Speed
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Fragmented Attention
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Customers want the same things
they always have
There is a narrowing window of time to capture attention and offer a compelling value
proposition
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Customer Experience:
The last bastion of
competitive advantage?
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Customer journeys are not
linear but dynamic.
Distributed across channels
in different patterns
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Customers increasingly prefer self-
service
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Source: IBM 2013 Global C-Suite Study
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Moving from Reactive > Proactive > Predictive
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Evolving Role of Humans in the Contact
Center
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A new canvas for
Value Creation
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Capture, Merge, Analyze broader, more
unstructured data sets.
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Translate data into insights
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@BrianVellmure http://www.brianvellmure.comBrian Vellmure
Leverage insights for automated
recommendations for customers and
employees
© 2006-2013 by OpenSpan, Inc. All rights reserved.
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Your Customer Service Representatives
Key to a profitable customer relationship …
Key to a profitable customer relationship …
Intelligence
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Q & A
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