Meeting the emotional needs of consumers and agents€¦ · seamless, efficient, omnichannel...
Transcript of Meeting the emotional needs of consumers and agents€¦ · seamless, efficient, omnichannel...
Meeting the emotional needs of consumers and agents
Exceeding Customer Experience Expectations Across All Generations
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1920s 1930s 1940s 1950s 1960s 1970s 1980s
1925
SilentGeneration
BabyBoomers Gen X
Gen YMillennials
1943 1965 1980
Ringing in the changes – Defined by social consciousness
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The singularity timeline
2019
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Face to face – a world of personalities with emotion
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Driven by emotion in so many ways
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Each generation has a different emotional bias towards technology
MillennialsBaby Boomers Gen Z• Will ask why is it
useful?
• Typically non-habitual users
• In general, tech does not change their life
• Evolved with technology
• Resourceful and often lead disruption
• Embrace all channels with business and personal overlap
• Only knows technology
• Tend be consumed in a digital world
• Take it all for granted
Gen X• First to assimilate the
WWW and computers
• Generally adopt new channels but…
• Social channels are usually for personal use
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A differential also exists in contact centres
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Contact Centre
The emotional connection of advisors to customer
Slow
systems
Re-
keying
Surpris
events
Lack of
insight
Fraud
The
internal
challenges
Work-
arounds
Angry
Urgency
Expectation
Embarrassed
Frustration
The
external
challenges
Fraudster
Customer NPS
Ease of journey
Right first time
Agent NPS
© Odigo 2019. All rights reserved | 9Capability
Omni-Channel SCV /
Decisioning Omni-Channel /
Intelligent Routing
Stand Alone / Voice Only
Siloed voice-only channel operating in a reactive capacity, little or no customer insight
Enables Guests to engage via preferred channels (voice, email, SMS, chat), Agents empowered by unified desktop offering & intelligent routing
Granular SCV
incorporating real-time
digital behaviours, ID
resolution & preferences
maintained, AI and
automation to deliver
Next Best Experience Cu
sto
mer E
xp
erie
nce D
elivered
Seamless interplay between human & automated channels, centralised decisioning, content & offers adapted in real-time based on 1:1 context
Multi-Channel / Retrospective
Analysis
Voice & email operating independently, limited operational CRM & Agent KPI dashboards
Automated, Predictive,
Contextual 1:1 Personalisation
Single Channel Multi-Channel Omni-Channel Channel-Less
Limited Differentiation
Transition from Re-Active Engagement → Pro-Active Engagement
Contact Centre – Transition and Maturity Journey
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Contact Centre
Contextual and informed – Where the new meets traditional
Predict
why
Capture
intent
Know their
history
Enhanced
Self-
service
Early
insights
Identify
fraud faster
Emotional
disposition
Likely
next step
Emotional
intent
Context and
history
Next best
action
Early
insights
Identify fraud
faster
Matching to
agent not
process
Sentiment
Informed routing
WhoWhyWhatWhenWhere
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Customers, regardless of age, are not asking for automation, robots, or new channels of communication.
However, more and more of the identified needs, must embrace AI
and automation to be met
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Keeping your customers and agentsemotionally satisfied
Odigo helps big organizations connect with individuals
through world-class, cloud-based contact center solutions.
Our cutting-edge, proprietary technologies enable a
seamless, efficient, omnichannel experience for your
customers and a satisfying, engaging experience for your
service agents.
Odigo serves more than 400,000 agents and business
users globally. With a 25-year history of industry firsts,
Odigo has more than 350 clients around the world.
Odigo is a Capgemini brand, which means we benefit from
the scale and expertise of one of the world’s foremost
providers of consulting, technology services and digital
transformation.
Visit us at
www.odigo.com
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