Anna Riley

Global Product Manager

Communications Center Best Practices and recognizing the critical value of

Customer Experience (CX)

Featuring the 2017 Dimension Data Global Customer Experience

Benchmarking Report, 20th Edition

Change is occurring

Businesses are now recognizing the critical value of Customer Experience (CX) in generating brand loyalty.

To be excellent Businesses must differentiate themselves through personal touch.

Dimension Data 2017 Global Customer Experience (CX) Report

“Businesses now have little choice but to concentrate on delighting the customer to stay in business”Matt Watkinson

2000s Contact Centers

2010s Multichannel is common

2016-2018 Omnichannel a top priority

2017 CX customized experience

2018-2020 Robotics reimagining the world of CX

Telephone based CX

Dimension Data 2017 Global Customer Experience (CX) Report – 20 years of

benchmarking

Digital based CX

Change is occurring

Digital Dominance

Digital has not displaced voice.

Conscious Journeys

Intuitive journeys that are connected

and understood.

Data Supremacy

Analyze or die.

Man vs machine

Robotics are creating a new level

of CX

Customer Experience

Linda James

Communication Center Quality Management Solution CRM Integration (Dynamics) Communications Portal WFM with community

Digital Dominance

Top strategic performance measuresCX remains the most important strategic measurement for organizational performanceWhat are the top three performance measurements according to your company’s board or executive team? N=1342

70.9

34.1

32.3

31.5

31.3

30.5

26.9

11.6

9.1

7.6

5.5

4.4

0 20 40 60 80

Customer Experience

Sales revenues or profits

customer advocacy (NPS)

First contact resolution

Complaint levels

Productivity

Employee engagement

Customer effort scores

Migration to digital services

Security systems

Other

Migration to full automation

Harbor One Bank

TouchPoint : Enhanced routing : Collaboration UC

Finance Now

TouchPoint : Enhanced routing : Preferred agent

Easily escalate between medias

customers journey

Conscious Journeys

Challenges tracking customer journeysSystem integration issues are still the biggest challenge

What are the main challenges you face when attempting to track customer journeys? N=898

62.8

57.9

43

42.2

24.3

15.7

0 10 20 30 40 50 60 70

Systems aren’t integrated

Channels operated in silos

Data inconsistent across channels

Channel data not shared

tech team unclear on operational needs

Cannot see which channels are in use

North West Justice

TouchPoint extensibility : Enhanced Routing

Davids Bridal

TouchPoint : Wrapups : Related : CRM

Data Supremacy

Trends that will reshape CX Analytics voted top factor that will reshape CX industry for third year running

What are the top three things that will reshape your CX capability during the next five years? N=1184

61.255.3

49.137.1

21.821.1

18.215

9.55.22.7

0 10 20 30 40 50 60 70

Customer analytics

Personal customer service

Proactive automation services

Artificial intelligence

Introduction of cloud solutions

Other

Cancer Council

TouchPoint : Outdial : Saleforce : Wrapups

Telnet and Internode

Snapshot : CRM : Web

Man vs Machine

Factors driving digital transformationCX remains top consideration to driving digital channel strategy

What are the main factors driving your digital business transformation? N=916

69.7

56.3

52.2

39.6

39.4

25.5

24.6

19.9

6.9

0 10 20 30 40 50 60 70 80

Improve customer experience

Customer demand for digital

Cost reduction

Improve sales generation

Omnichannel strategy

Exten service coverage hours

Competitor offerings

Maximise intelligence from digital data

Other

Restons Solicitors

Payment IVR

TouchPoint : CC IVR : CRM : QMS

Telnet and Quantum

TouchPoint : KPIS and Alerts

Problem agent

Problem queue

The Break!See You Next Time