Panel Discussion- Digital CX priorities for Credit …...VP Marketing Comm100 Today’s panelists...
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Panel discussion: 2020 Digital CX Priorities for Credit Unions
Transcript of Panel Discussion- Digital CX priorities for Credit …...VP Marketing Comm100 Today’s panelists...
Panel discussion:
2020 Digital CX Priorities for Credit Unions
Your hosts
Matt KinneyCEOAtando Technologies
Jeff EpsteinVP MarketingComm100
Today’s panelists
Kristi ArndtMember Connections ManagerCity & County Credit Union
Jennifer SebringBusiness Systems AnalystTeachers Credit Union
Bri Carruthers NelsonMember Connections ManagerCity & County Credit Union
About Comm100
• Founded in 2009 in Vancouver, BC
• Award-winning omnichannel customer engagement platform:
• Live chat, Email ticketing, Social, SMS, Knowledge Base
• Intelligent Assistance: Chatbots and Agent Assist
• 10,000+ customers worldwide
• Specializing in regulated industries
Powering Genuine Customer Conversations
About Atando Technologies
• Conversational AI
• Robotic Process Automation
• Digital Consulting
Atando Technologies is a Credit Union-focused solution provider dedicated to solving business problems with artificial intelligence
Atando’s Team has spent the last
20+ years working with big brands
and now applying that experience
for leading companies:
• Bank of America
• TD Bank
• Ally Bank
• Wells Fargo
Core digital engagement channels
Agenda
A closer look at live chat and chatbots
Five key factors for omnichannel CX success
1
2
3
4 How to build a business plan for Omnichannel
Audience Poll
A Short Glossary
• Chat• Messaging
• Transcript• Bot intents
• Routing• Intelligent Assistance
• Omnichannel
1/4 Core digital engagement channels
Core engagement channels
2/4
A closer look at live chat and chatbots
Some things you may not know about Live Chat
Responsive or Proactive
Advanced tagging and routing
Auto-translation
Share documents and images
Audio, Video, co-browse
Highly integratable
Secure
Compliant
The Agent’s Perspective
Some things you may not know about chatbots & IA
• Many of the same configuration capabilities as chat• Multi-lingual
• Highly integratable• Secure • Consistent & controlled• Compliant
• Smart enough to know when it’s out of its depth
Panel view on Chatbots and IA
3/4
Five key factors for omnichannel CX success
1 Know your customers
Omnichannel success factors
2 Maximize agent visibility
Omnichannel success factors
3 Keep it genuine
Omnichannel success factors
4 Leverage IAOmnichannel success factors
5 Study the data
Omnichannel success factors
4/4
Building your Business Case for Digital CX
Define your scope
Set your budget
Prove your ROI
The business case for Omnichannel
Scope
• WHO do you wish to serve?
• WHICH CHANNELS do they use? For which purposes?
• WHAT is your service promise (availability, SLA)?
Budget
• Personnel costs
• Technology costs (including training)
• Potential cost savings
ROI
• Net financial gains
• Payback period
For a detailed ROI analysis:
www.comm100.com/engage/chatbot-roi-calculator/
• Measuring impact:ü Star ratingsü Resource maximizationü Reachü Complianceü Utilizationü More touch points
comm100.com/engage/live-chat-roi-calculator/Live Chat ROI Calculator Chatbot ROI Calculator
Next steps
1.Gather key stakeholders
2.Consult with cross-section of your customers to understand usage tendencies, hesitations, expectations
3. Scope out what a perfect deployment would look like in terms of population engagement and results
4. Build a work-back plan for getting there
5. Establish a clear baseline of performance before launch, against which you will measure impact
Talk to us!
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Q&A
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