The Customer Journey—He Who Sees & Understands, Wins
Transcript of The Customer Journey—He Who Sees & Understands, Wins
![Page 1: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/1.jpg)
The Customer Journey—He Who Sees & Understands, Wins
![Page 2: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/2.jpg)
Vice President & Business Lead, WFO Solutions Group inContact [email protected]
Kristyn has been in the customer care and contact center industry for the past 18 years, serving in a variety of operational, consulting, and senior leadership roles, with a specialty in workforce performance. Kristyn has been a mainstay in the workforce optimization (WFO) technology side of the contact center arena since 1999, serving as a public face and visionary for companies like Verint and Mercom. She has spent the past year and a half running product marketing for inContact’s suite of cloud-based contact center solutions, and is now leading the strategy around the inContact WFO toolset. Active in a number of industry groups, Kristyn has been published in multiple trade journals and is a frequent speaker on customer experience management topics.
Speakers: Kristyn Emenecker
2
![Page 3: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/3.jpg)
3
Data! Data! Data! he cried impatiently. I can’t make bricks
without clay! – Sherlock Holmes, The Adventure in the
Copper Beaches
“
![Page 4: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/4.jpg)
cur·ren·cy [kur-uhn-see]
noun, plural cur·ren·cies.
something that is used as a medium of
exchange; money.
4
![Page 5: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/5.jpg)
“Business Currency” • A medium of exchange in business • Something of value that drives business
and builds business equity for the holder
5
![Page 6: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/6.jpg)
6
Knowing and understanding targeted customers is the
overarching rule of exceptional companies. Award-winning
business builders know their customers as well as they know their own families, perhaps even
more so.” – Alan Hall in Forbes
“
![Page 7: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/7.jpg)
The Age of the Customer
1900-1960
1960-1990
1990-2010
2010+ Age of Manufacturing
Age of Distribution
Age of Information
Age of The Customer
-Gartner
7
![Page 8: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/8.jpg)
Information is Currency
8
![Page 9: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/9.jpg)
If you don’t
By 2020, less than 10% of brands will be able to provide meaningful differentiation for consumers through differences in core products and services.
9
![Page 10: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/10.jpg)
10
If you don’t like change, you’re going to like
irrelevance even less.” General Eric Shinseki, US Army
“
![Page 11: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/11.jpg)
11
What Insights Do You Hold?
Sales
Back Office
Fraud
Collections Risk Management
Compliance
R&D
Marketing
Contact Center
Intelligence from Customer
Interactions
11
![Page 12: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/12.jpg)
A Plan to Communicate. • Consciously PLAN to gather insight.
Direct and Indirect. • Tell your story, use your currency, spread
the wealth • Share actionable customer insights
and get them hungry for more • Create joint processes with
other departments
12
![Page 13: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/13.jpg)
Do You Have a Customer Insights Toolbox?
13
![Page 14: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/14.jpg)
14
Contact Center Platform
+ Workforce Optimization
+ Automatic Actions Together in the cloud
The Concept
The Workforce-Intelligent Contact Center (WICC)
![Page 15: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/15.jpg)
15
![Page 16: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/16.jpg)
The cloud makes it easy to plus up the Customer Experience
![Page 17: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/17.jpg)
Easy to experiment with and add new
connection channels with customers…
![Page 18: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/18.jpg)
![Page 19: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/19.jpg)
Easily add points of service
![Page 20: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/20.jpg)
Easily add points of service
![Page 21: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/21.jpg)
![Page 22: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/22.jpg)
![Page 23: The Customer Journey—He Who Sees & Understands, Wins](https://reader030.fdocuments.us/reader030/viewer/2022012502/617c611ad4029c39034e95e6/html5/thumbnails/23.jpg)
Regardless of global location - harmonize rules, processes, reporting