The Disruptive Opportunity: Enhancing the Digital CX Through … · 2019. 6. 17. · the Digital CX...
Transcript of The Disruptive Opportunity: Enhancing the Digital CX Through … · 2019. 6. 17. · the Digital CX...
The Disruptive Opportunity: Enhancing the Digital CX Through Social Messaging
Chris Venus
VP Professional Services
London, November 2018
UNCOMPROMISED
The unique nature of Social Messaging and advancements in intelligent automation unlock the CX/Cost Equation. Finally.
SOCIAL MESSAGING is
THE DISRUPTIVE OPPORTUNITY
WhatsApp daily message volume 3x peak SMS
Peak: 20 billion
Today: 60 billion
User <> Business messaging over Messenger 5x in last 18 months
April 2017: 2 billion per month
September 2018: 10 billion per month
Private
Public
2015 2016 2017 2018
High customer effort leads to high disloyalty
More loyal
More disloyal
Source: CEB
1x positive impactFCR & “moments of wow”
3.93x negative impact
Drivers of Disloyalty● Repeat contacts
● Channel switching
● Transfers
● Repeating information
● Robotic service
● Policies and processes
customers have to endure
● “Hassle factor”
Social messaging easier than phone by 4:1
Days post interaction
15190%
Cu
stom
er ch
urn
1219161311
91%
92%
93%
94%
95%
96%
97%
98%
99%
100% Easy
Difficult
Source: BT
Additional customers churnedSu
rviv
al r
ate
83%efficiency gains compared to web chat
60%+of customer care volume is coming through messaging
Thank you