Genesys Webinar
A navegação entre canais: dominando os canais digitais para o seu negócio
Genesys Webinar
A navegação entre canais: dominando os canais digitais para o seu negócio
[cutoff co_thick="2px"][webinarschedule]Os canais digitais, como chat na web, aplicativos de mensagens sociais e chatbots, têm um enorme potencial de engagement e suporte ao cliente. Embora eles sejam muito procurados, tanto pelos clientes quanto pelas empresas, os líderes de experiência do cliente muitas vezes consideram que ainda não perceberam todo o potencial desses canais digitais.
Se você está procurando adicionar novos canais digitais ou deseja aproveitar ao máximo os canais já implantados, junte-se à nossa conversa. Nosso painel de especialistas analisará os fundamentos do uso desses canais para ouvir, entender e agir sobre as necessidades do cliente com empatia.
Você descobrirá como oferecer experiências incríveis aos clientes por meio de canais digitais. Assista este webinar on-demand hoje mesmo.[cutoff co_thick="2px"]1
00:00:08,100 --> 00:00:10,990
Good morning, evening, and afternoon everyone. This is Josh Reed
2
00:00:10,990 --> 00:00:13,250
from the digital events team, and I'll be the moderator
3
00:00:13,250 --> 00:00:17,060
for today's presentation. Let me start by saying welcome. And
4
00:00:17,060 --> 00:00:21,260
thanks for joining today's live webinar channel surfing, mastering digital
5
00:00:21,260 --> 00:00:24,330
channels for your business. As I usually do, I'm going
6
00:00:24,330 --> 00:00:26,950
to cover a couple of housekeeping items, but I'm going
7
00:00:27,080 --> 00:00:29,380
to try and keep it short and sweet. So, first
8
00:00:29,380 --> 00:00:32,180
off, if you experience any problems viewing or listening to
9
00:00:32,180 --> 00:00:34,480
today's presentation, do me a favor and just hit it
10
00:00:34,480 --> 00:00:37,840
with a quick refresh that usually fixes any cancellations. You
11
00:00:37,840 --> 00:00:40,410
also have the ability to enlarge the slide window and
12
00:00:40,410 --> 00:00:42,770
the video window throughout the conversation today. So, if you
13
00:00:42,770 --> 00:00:44,840
see anything in the slide window that you want to
14
00:00:45,030 --> 00:00:48,460
see clearer, you can indeed enlarge that screen by dragging
15
00:00:48,460 --> 00:00:52,030
any of the corners of that window. Also know that
16
00:00:52,030 --> 00:00:54,520
this is designed to be an interactive experience between you
17
00:00:54,520 --> 00:00:57,520
and our presenters today. So, throughout the conversation, you can
18
00:00:57,520 --> 00:00:59,820
throw questions that you have into the Q and A window
19
00:00:59,820 --> 00:01:02,060
below the slides and what we'll do is we'll answer
20
00:01:02,060 --> 00:01:07,010
them via chat throughout the conversation. We'll keep you engaged
21
00:01:07,060 --> 00:01:10,220
throughout the entire conversation today. However, sometimes time gets away
22
00:01:10,220 --> 00:01:12,480
from us. So, if we are unable to answer your
23
00:01:12,480 --> 00:01:15,750
questions in via live format here, what we will do is
24
00:01:15,820 --> 00:01:18,230
we will just follow up with you via email within
25
00:01:18,230 --> 00:01:21,980
the next few business days. And also know that this
26
00:01:21,980 --> 00:01:24,780
is indeed being recorded. So, if for any reason you have
27
00:01:24,780 --> 00:01:27,090
to get up during today's presentation and you miss any
28
00:01:27,090 --> 00:01:28,980
part of it, that's okay you're going to receive a
29
00:01:28,980 --> 00:01:31,890
link to the on- demand recording via email from on
30
00:01:31,890 --> 00:01:36,250
24 within the next few business days. And also note
31
00:01:36,250 --> 00:01:39,250
that check out the resources in the resource list below
32
00:01:39,250 --> 00:01:42,660
the slides, these resources expand on today's topic of digital
33
00:01:42,660 --> 00:01:44,350
channels what you can do is go ahead and click
34
00:01:44,350 --> 00:01:46,770
on those now, and they will open up a new
35
00:01:46,770 --> 00:01:51,210
tab in your browser. And lastly, I encourage you to
36
00:01:51,210 --> 00:01:52,810
take the survey that's going to show up at the
37
00:01:52,810 --> 00:01:54,830
end of today's presentation. If you want to knock it
38
00:01:54,830 --> 00:01:57,000
out early, however, you can just click on the last
39
00:01:57,000 --> 00:02:00,400
icon below. We tailor these conversations to exactly what you,
40
00:02:00,400 --> 00:02:03,180
the attendees want to learn more about with respect to
41
00:02:03,180 --> 00:02:06,420
Genesys and topics to contact center solutions. So, do me
42
00:02:06,420 --> 00:02:08,170
a favor and take that survey so that we can
43
00:02:08,170 --> 00:02:12,600
incorporate your feedback in the future of Genesys webcasts. And
44
00:02:12,600 --> 00:02:15,810
as I mentioned, short and sweet. So, today we have
45
00:02:15,810 --> 00:02:18,930
three awesome presenters excited to give you an inside look
46
00:02:18,930 --> 00:02:22,120
and some practical guidance on how to deliver amazing customer
47
00:02:22,120 --> 00:02:25,310
experiences through digital channels. So, I'm actually going to introduce
48
00:02:25,310 --> 00:02:28,490
you all today to our first presenter, Charlie Godfrey. Charlie,
49
00:02:28,560 --> 00:02:32,790
the floor is yours. Thanks, Josh. And welcome everybody. My
50
00:02:32,790 --> 00:02:36,970
name is Charlie Godfrey with Genesys strategic business consulting. And
51
00:02:37,420 --> 00:02:40,370
thanks for joining us today. So, mastering digital channels, why
52
00:02:40,370 --> 00:02:44,790
does digital matter so much today? And so, we recently
53
00:02:44,790 --> 00:02:48,620
published a paper of human connections in crisis. And I don't think
54
00:02:48,620 --> 00:02:52,790
it's a surprise to anyone to hear that people are
55
00:02:52,790 --> 00:02:59,060
feeling disconnected. There's a connection deficit, as people are interacting
56
00:02:59,060 --> 00:03:02,260
with other people and companies they do business with. Interesting
57
00:03:02,260 --> 00:03:07,420
is the people that feel the most disconnected, basically their
58
00:03:07,420 --> 00:03:11,440
behavior is less digital. The people that feel connected are
59
00:03:11,440 --> 00:03:14,740
using digital channels to do so. So, digital is really
60
00:03:14,740 --> 00:03:18,730
helping people to feel connected with their peers and with
61
00:03:18,730 --> 00:03:22,530
their companies. So, what does that mean? And you'll hear
62
00:03:22,570 --> 00:03:25,700
some terms, one thing that we hear a lot in
63
00:03:25,700 --> 00:03:28,950
the market is empathy. And some people have a strong
64
00:03:28,950 --> 00:03:32,580
reaction to this that it's fuzzy or emotional. And what's
65
00:03:32,580 --> 00:03:36,060
important to understand is empathy is not about sympathy, it's
66
00:03:36,060 --> 00:03:40,980
not about being nice. It's about understanding what another person
67
00:03:40,980 --> 00:03:46,420
is experiencing. This is a rather academic definition of empathy,
68
00:03:46,420 --> 00:03:50,540
but essentially it's this. Walk in the other guy's shoes.
69
00:03:51,200 --> 00:03:53,980
What is he been through? How can I help? And
70
00:03:53,980 --> 00:04:00,660
so, while that's deems like a very abstract concept, we've
71
00:04:00,660 --> 00:04:04,070
taken a shot at making it tangible and making it
72
00:04:04,070 --> 00:04:07,220
actionable. And so, if you think about empathy, we know
73
00:04:07,220 --> 00:04:11,840
that empathy builds trust and trust leads to loyalty. And
74
00:04:11,840 --> 00:04:14,820
that's the real business reason to do this. A recent
75
00:04:15,240 --> 00:04:20,640
Harvard Business Review article said that loyalty leaders grow revenue
76
00:04:20,640 --> 00:04:23,560
two and a half times faster than their peers based
77
00:04:23,560 --> 00:04:26,040
on this strength of loyalty. And so, it makes good
78
00:04:26,040 --> 00:04:29,300
business sense. And we do that through personalized experiences and
79
00:04:29,300 --> 00:04:32,350
we make that happen through technology. But a lot of
80
00:04:32,350 --> 00:04:34,130
people come to me and say, " Charlie, well, that's great,
81
00:04:34,130 --> 00:04:36,180
but how do I get from the outside ring to
82
00:04:36,180 --> 00:04:42,310
the inside ring? How does technology make empathy happen?" And
83
00:04:42,310 --> 00:04:44,140
so, what we've come up with is a way to
84
00:04:44,140 --> 00:04:47,620
simplify empathy and to make it actionable. And it comes
85
00:04:47,620 --> 00:04:51,980
down to these verbs, these words, interestingly enough. And so,
86
00:04:51,980 --> 00:04:56,120
what it is, if I'm going to have an empathetic
87
00:04:56,720 --> 00:04:58,840
experience with you, the first thing I'm going to do
88
00:04:58,840 --> 00:05:01,900
is listen, I'm going to take in as much information
89
00:05:01,900 --> 00:05:04,310
as I can. I'm going to use my brain and
90
00:05:04,310 --> 00:05:07,650
my experience to understand and predict the right way to
91
00:05:07,650 --> 00:05:10,510
respond to you. I'm going to take the action and
92
00:05:10,510 --> 00:05:13,210
provide a response and try to help. And then I'm
93
00:05:13,210 --> 00:05:15,940
going to gauge the success of that and see if
94
00:05:16,240 --> 00:05:19,130
it worked and learn from it. And so, if we
95
00:05:19,130 --> 00:05:22,010
think about empathy in this way and simplify it, we
96
00:05:22,010 --> 00:05:27,050
can start to apply that to our technology ring, think
97
00:05:27,050 --> 00:05:31,200
about it. We can listen at scale through our data
98
00:05:31,200 --> 00:05:34,940
ecosystem. We can take that data and transform it with
99
00:05:34,940 --> 00:05:38,810
AI to create understanding and prediction. We can use our
100
00:05:38,810 --> 00:05:42,000
engagement channels to take action and engage and interact with
101
00:05:42,000 --> 00:05:46,110
our customers and then return to AI to learn and
102
00:05:46,110 --> 00:05:51,530
improve the experience each time we go through it. And
103
00:05:51,530 --> 00:05:55,520
so, from a Genesys perspective, we've approached it as orchestrating
104
00:05:55,520 --> 00:06:00,950
systems of listening, understanding, action and learning, and what we
105
00:06:00,950 --> 00:06:04,760
refer to that as an experience, as a service. And
106
00:06:04,760 --> 00:06:07,190
now I'd like to bring in Robin Gareiss from Metrigy.
107
00:06:07,310 --> 00:06:12,300
Robin, you've had some experience with this concept of listening
108
00:06:12,550 --> 00:06:15,120
and acting, and as it pertains to the digital world,
109
00:06:15,120 --> 00:06:17,720
could you share a few things around that and introduce
110
00:06:17,720 --> 00:06:22,590
yourself to the folk? Yeah, absolutely, Charlie. Thank you. My
111
00:06:22,590 --> 00:06:24,480
name is Charlie said it first, I'm Robin Gareiss, I'm
112
00:06:24,480 --> 00:06:28,200
CEO here at Metrigy. We're a research and advisory firm.
113
00:06:28,200 --> 00:06:32,810
And so, we're always out there interviewing and surveying enterprise
114
00:06:32,810 --> 00:06:37,000
CX leaders to understand what they're doing and what's working
115
00:06:37,000 --> 00:06:39,020
for them, what's not that type of thing. And so,
116
00:06:39,370 --> 00:06:43,180
as I'm out talking to people about this, what I
117
00:06:43,180 --> 00:06:45,510
find is a best practice among those who are doing
118
00:06:45,510 --> 00:06:49,430
the right thing is to really gather data, to gather
119
00:06:49,430 --> 00:06:52,420
that information. So, from a real tactical standpoint, if you
120
00:06:52,420 --> 00:06:54,700
look at this chart starting at number one, you want
121
00:06:54,700 --> 00:06:56,680
to, first of all, determine what metrics are you going
122
00:06:56,680 --> 00:06:59,470
to measure and over what interval are you going to
123
00:06:59,470 --> 00:07:03,830
measure them? So, you might be looking at customer satisfaction,
124
00:07:03,830 --> 00:07:06,910
you might be looking at a specific metric for your
125
00:07:06,910 --> 00:07:09,890
agent performance. It could be a whole, oh boy, there's
126
00:07:10,130 --> 00:07:12,410
no shortage of metrics, but what does it matter to
127
00:07:12,410 --> 00:07:15,220
you? What are you going to do? And then even not
128
00:07:15,220 --> 00:07:20,200
only just from a specific context and a perspective, but
129
00:07:20,200 --> 00:07:23,310
from a business perspective, are you going to look at how,
130
00:07:23,310 --> 00:07:25,860
what you're doing in the context centers affecting things like
131
00:07:25,860 --> 00:07:29,920
revenue or cost or agent efficiency, customer sentiment, all of
132
00:07:29,920 --> 00:07:33,100
those things. So, figure that out first and then take
133
00:07:33,100 --> 00:07:37,130
your baseline assessment. So, no matter what new technology you're
134
00:07:37,130 --> 00:07:42,390
planning to implement to help improve customer experience, take the
135
00:07:42,390 --> 00:07:44,840
baseline first, because if you forget that and trust me
136
00:07:44,840 --> 00:07:48,380
so many companies do you can't go back. You can't
137
00:07:48,380 --> 00:07:50,930
go back and take those numbers again. I mean, sometimes
138
00:07:50,930 --> 00:07:52,600
you might have them stored somewhere in a report, but
139
00:07:52,600 --> 00:07:54,590
it might not be the exact way you're planning the
140
00:07:54,590 --> 00:07:57,930
metric in the future. So, take that baseline and then
141
00:07:58,000 --> 00:08:01,530
take your measurements at every pre- established interval, whether it's
142
00:08:02,000 --> 00:08:05,810
by second, by minute, by hour, by day, week, month,
143
00:08:05,810 --> 00:08:09,220
year, whatever it is. And it could be multiple pick those
144
00:08:09,220 --> 00:08:12,650
metrics, make sure you have an automated process in place
145
00:08:12,890 --> 00:08:16,260
to get those metrics gathered. A lot of companies stop
146
00:08:16,260 --> 00:08:18,340
there and that's not doing any good. It's like, " Oh
147
00:08:18,340 --> 00:08:20,260
yeah, we got the metrics." Oh, what do you do
148
00:08:20,260 --> 00:08:23,420
with them?" "I don't know, nobody's really analyzing them." The next
149
00:08:23,420 --> 00:08:25,500
big group of companies stops at the next point, which
150
00:08:25,500 --> 00:08:28,210
is, " Yeah, they've got all this data, they analyze results,
151
00:08:28,460 --> 00:08:31,470
and that's where they stop." They're not making any changes.
152
00:08:31,470 --> 00:08:34,850
So, number five to me is super important. That's revising
153
00:08:35,090 --> 00:08:37,970
based on the latest metrics. It may be based on
154
00:08:37,970 --> 00:08:40,900
real time contextual data, it may be based on historical
155
00:08:40,900 --> 00:08:44,300
trends. You may be making changes immediately on the spot
156
00:08:44,570 --> 00:08:46,310
on AI may be helping you to do that at
157
00:08:46,310 --> 00:08:49,740
some point. But you look at those numbers, you look
158
00:08:49,740 --> 00:08:51,990
at the data and you're going to revise based on
159
00:08:51,990 --> 00:08:56,340
that because you want to continuously improve that customer. And
160
00:08:56,520 --> 00:08:58,670
then the last thing I want to do is reporting your
161
00:08:58,670 --> 00:09:01,210
results. So, where are you doing well? Where do you
162
00:09:01,210 --> 00:09:04,080
need to improve? How can you learn from these results?
163
00:09:04,360 --> 00:09:07,230
That's going to help you moving forward to get more
164
00:09:07,230 --> 00:09:10,350
funding for more projects, to be able to add more
165
00:09:10,350 --> 00:09:14,720
technologies to your customer experience are still there, continue to
166
00:09:14,720 --> 00:09:17,590
improve on what you're doing. So, I think the key thing here
167
00:09:17,590 --> 00:09:20,050
is to gather your data and then do something with it.
168
00:09:20,050 --> 00:09:24,610
Don't just sit on it. Awesome, Robin, thanks very much.
169
00:09:24,610 --> 00:09:26,620
And I think we'll see that a lot. Everything is
170
00:09:26,620 --> 00:09:30,200
a circle. Everything is continuous. We're always trying to improve,
171
00:09:30,200 --> 00:09:33,810
so beautiful insights. Thank you so much. So, as we
172
00:09:33,810 --> 00:09:37,410
think about empathy, and we think about this, how does
173
00:09:37,460 --> 00:09:40,470
digital help us be more empathetic? I thought it might
174
00:09:40,470 --> 00:09:43,590
be interesting to go through and experience without empathy. What
175
00:09:43,590 --> 00:09:46,460
does that feel like? And so, here's a little storyboard
176
00:09:46,460 --> 00:09:48,880
of a recent experience I had when I went to
177
00:09:48,880 --> 00:09:51,960
my favorite business website. I wanted to make sure not
178
00:09:51,960 --> 00:09:54,770
to call out any companies, but here's a generic website,
179
00:09:55,610 --> 00:09:59,320
but I logged into this favorite website and they said, "
180
00:09:59,410 --> 00:10:02,560
Welcome back, Charlie." And that felt so great, right? I
181
00:10:02,560 --> 00:10:05,040
felt recognized, I felt like no I'm bursting through the
182
00:10:05,040 --> 00:10:08,490
door at cheers and everybody recognizing and welcoming me to
183
00:10:08,490 --> 00:10:12,870
the website. So, then I went on my journey and
184
00:10:12,870 --> 00:10:17,280
I was looking for information. I was looking for products.
185
00:10:17,280 --> 00:10:20,270
I started to narrow my search and I found the
186
00:10:20,270 --> 00:10:22,450
thing that I was after. And I got to the
187
00:10:22,450 --> 00:10:26,080
shopping cart and I hesitated. And there was something that
188
00:10:26,080 --> 00:10:32,670
wasn't quite right and what happened, guys? Nothing. So, here
189
00:10:32,670 --> 00:10:36,170
I sat and no one was listening. No one was
190
00:10:36,500 --> 00:10:39,530
understanding that I had a need. No one was predicting
191
00:10:39,530 --> 00:10:42,110
the action and taking that action. And so, I gave
192
00:10:42,110 --> 00:10:45,340
them some more help. I said, " Does this paint contain
193
00:10:45,340 --> 00:10:51,070
lead?" And basically, they had no results. So, I'm saying
194
00:10:51,070 --> 00:10:55,530
explicitly what my problem is now. And so, then they
195
00:10:55,530 --> 00:10:57,860
were nice enough to surface a chat. And I said, "
196
00:10:57,860 --> 00:11:00,870
Great. I can escalate to a human resource and finally
197
00:11:00,870 --> 00:11:04,150
be understood." And so, when I clicked on this button,
198
00:11:04,150 --> 00:11:07,360
an interesting thing happened, they asked me who I was.
199
00:11:08,450 --> 00:11:12,560
Now, I thought I was norm. I thought they understood
200
00:11:12,560 --> 00:11:14,420
who I was. They listened to me and they were
201
00:11:14,420 --> 00:11:17,210
welcomed me back, but they had forgotten all that. So,
202
00:11:17,210 --> 00:11:19,630
I was starting over again. And when I got to
203
00:11:19,630 --> 00:11:23,900
the poor employee, she was completely at a disadvantage where
204
00:11:23,900 --> 00:11:26,790
it was, " Hi, how can I help you?" " Yeah, does
205
00:11:26,790 --> 00:11:30,230
this paint contained lead?" " What pain are you looking at?"
206
00:11:30,680 --> 00:11:34,970
And so, like Robin said to have that context in
207
00:11:34,970 --> 00:11:38,080
real time to pass it forward and to share it
208
00:11:38,290 --> 00:11:41,780
what a transformational experience that would be. And so, now
209
00:11:41,780 --> 00:11:45,100
let's flip the coin and let's think about what would
210
00:11:45,100 --> 00:11:50,080
that feel like with empathy inaction? And so, essentially what
211
00:11:50,080 --> 00:11:54,710
that means is as you're browsing the website, the platform
212
00:11:54,710 --> 00:12:00,730
is listening. It's using information to understand and predict the
213
00:12:00,730 --> 00:12:04,390
journey that you're on and then take action. So, in
214
00:12:04,390 --> 00:12:07,210
this case, you see this bot, the bot is saying, "
215
00:12:07,210 --> 00:12:11,100
Hi, Charlie, welcome back norm. I know who you are.
216
00:12:11,230 --> 00:12:13,440
I see you're looking at paint. What can I ask
217
00:12:13,440 --> 00:12:15,990
you? What can I help you with? Does it contain lead?
218
00:12:16,250 --> 00:12:19,860
Here's some content that may satisfy your query." And then
219
00:12:19,920 --> 00:12:26,540
let's continue the conversation. And perhaps digital resources can qualify
220
00:12:26,540 --> 00:12:29,930
a lead. And so in this case, Charlie's actually a
221
00:12:29,930 --> 00:12:33,180
commercial account and wants to buy hundreds of gallons of
222
00:12:33,180 --> 00:12:36,310
this paint. And so, now to be able to leverage
223
00:12:36,310 --> 00:12:39,320
that and then take it to the next level, you
224
00:12:39,320 --> 00:12:44,230
reduce your shopping carts and journey abandonment. You increase the
225
00:12:44,230 --> 00:12:48,730
utilization of those valuable digital pieces that you've created and
226
00:12:48,950 --> 00:12:52,740
you qualified opportunities that deserve to be taken forward to
227
00:12:52,740 --> 00:12:55,200
the human resource. And so, as we move to the
228
00:12:55,200 --> 00:12:58,330
human resource, part of empathy is making sure they've got
229
00:12:58,330 --> 00:13:01,470
all the information. So, providing the human resource with all
230
00:13:01,470 --> 00:13:04,250
the context of the conversation that happened with the bot,
231
00:13:04,470 --> 00:13:07,610
the journey that Charlie was on. And then like Robin
232
00:13:07,610 --> 00:13:11,830
said, even using AI to connect the right agent with
233
00:13:11,830 --> 00:13:15,240
the right person for this interaction and for this customer.
234
00:13:15,370 --> 00:13:18,470
And so, now Tina can continue the conversation from a
235
00:13:18,470 --> 00:13:23,900
place of understanding. So, we can also surface and listen
236
00:13:23,900 --> 00:13:27,530
to the conversation in real time to surface the relevant
237
00:13:27,530 --> 00:13:31,210
knowledge, to help Tina to be successful and confident. And
238
00:13:31,210 --> 00:13:35,440
then keep her engaged with gamification tools, knowing that in
239
00:13:35,440 --> 00:13:38,270
this world that we're in, a lot of people are
240
00:13:38,270 --> 00:13:42,030
working remotely and feel that disconnect in our workplace as
241
00:13:42,030 --> 00:13:44,880
well. And so, it's that kind of experience that we're
242
00:13:44,880 --> 00:13:47,550
talking about when we think about empathy in action and
243
00:13:47,550 --> 00:13:50,740
how experience as a service works. And so, it's about
244
00:13:51,060 --> 00:13:55,200
getting the business results of leads converted, reducing the cost
245
00:13:55,200 --> 00:13:59,640
of acquisition and it's really being a person centric approach.
246
00:13:59,920 --> 00:14:02,640
So, who's at the center of the experience. Sure, we
247
00:14:02,640 --> 00:14:04,760
know we can listen to the customer and where they've
248
00:14:04,760 --> 00:14:07,390
been, who they are, but we also need to flip
249
00:14:07,390 --> 00:14:11,050
that coin over and also look from an employee perspective
250
00:14:11,260 --> 00:14:14,810
and be able to listen understand and predict the right
251
00:14:14,810 --> 00:14:19,880
things that the employee needs to feel good. So, conceptually,
252
00:14:19,880 --> 00:14:22,480
that makes a lot of sense. Robin, I think you
253
00:14:22,480 --> 00:14:24,220
shared with us and I'd love for you to share
254
00:14:24,220 --> 00:14:28,010
with the group, some real transformations that you've seen and
255
00:14:28,010 --> 00:14:30,910
what you see really happening. This isn't just about Slideware,
256
00:14:31,190 --> 00:14:34,730
this is about business and transformation. You want to share some
257
00:14:34,730 --> 00:14:38,560
stuff with us. Yeah, absolutely. And Charlie, I love this
258
00:14:38,560 --> 00:14:41,490
whole side because I talk to people so many times
259
00:14:41,490 --> 00:14:43,680
about, don't just look at the customer and don't just
260
00:14:43,680 --> 00:14:46,350
look at the employee or the contact center agent or customer service
261
00:14:47,130 --> 00:14:49,720
representative, whatever you call them in your company, you've got
262
00:14:49,720 --> 00:14:53,280
to look at both sides because truly happy agents make
263
00:14:53,280 --> 00:14:55,520
happy customers. And we've been able to document that with data
264
00:14:55,520 --> 00:14:57,860
even so. I really think that's important to look at
265
00:14:57,860 --> 00:15:01,270
that full 360 degree view of what's going on there.
266
00:15:02,270 --> 00:15:06,500
So, when we look at customer experience and transformations of
267
00:15:06,500 --> 00:15:10,040
customer experience, we always hear a lot about digital transformation.
268
00:15:10,040 --> 00:15:13,400
Well, as I researched digital transformation, most of the digital
269
00:15:13,400 --> 00:15:16,270
transformation is going on right now are customer facing. So,
270
00:15:16,270 --> 00:15:18,140
I do a lot of research on that. And when
271
00:15:18,140 --> 00:15:21,580
we defined from a very high level, a customer experience
272
00:15:21,580 --> 00:15:26,680
transformation, it's basically the innovative application of new or existing technologies
273
00:15:26,930 --> 00:15:31,300
to improve the customer and, or agent experience to drive
274
00:15:31,300 --> 00:15:35,780
that measurable business value. So, when you transform customer experience,
275
00:15:35,780 --> 00:15:39,250
you should be able to measure business value. You should
276
00:15:39,250 --> 00:15:40,820
be able to see, hopefully if you're doing it right,
277
00:15:40,820 --> 00:15:43,680
you'll see an improvement. If you don't see an improvement,
278
00:15:43,680 --> 00:15:45,390
well, then there's something wrong that you have to fix.
279
00:15:45,390 --> 00:15:47,830
But the key here with a transformation is you've got
280
00:15:47,830 --> 00:15:49,110
to be able to measure it, kind of going back
281
00:15:49,110 --> 00:15:52,010
to what I was talking about earlier. But first of all,
282
00:15:52,010 --> 00:15:55,590
when we just look at CX transformations, a lot of
283
00:15:55,590 --> 00:15:58,760
people are doing this now. So, you can see here
284
00:15:59,070 --> 00:16:01,570
a chart that looks at a success group in purple
285
00:16:01,570 --> 00:16:04,350
and all companies in blue. So, in our research, we
286
00:16:04,350 --> 00:16:07,350
define a success group, and these are companies who have
287
00:16:07,350 --> 00:16:12,760
the highest measurable numbers when it comes to revenue, costs,
288
00:16:13,150 --> 00:16:18,080
customer ratings, and agent efficiency. So, these are the companies
289
00:16:18,080 --> 00:16:20,020
who have done things and they've done them right. And
290
00:16:20,020 --> 00:16:21,750
they can measure it and show you how well they've
291
00:16:21,750 --> 00:16:25,220
done. And you can see here the success group, almost
292
00:16:25,240 --> 00:16:28,440
80% of the success group has a CX project complete
293
00:16:28,440 --> 00:16:30,650
or underway, or is planning to do so, but even
294
00:16:30,660 --> 00:16:32,530
all companies that are research and there's, by the way,
295
00:16:32,530 --> 00:16:35,240
700 companies in this particular research, it was a global
296
00:16:35,240 --> 00:16:38,650
study. And then in the success group, there's about 157
297
00:16:38,650 --> 00:16:41,150
companies. So, if you look at even all companies in
298
00:16:41,150 --> 00:16:46,930
this research, 65% are either completed a project, planning it
299
00:16:47,230 --> 00:16:49,340
or a one's underway. So, this is something, if you're
300
00:16:49,340 --> 00:16:52,640
not doing right now, you probably should be just so
301
00:16:52,640 --> 00:16:55,140
you're not at a competitive disadvantage. You want to look
302
00:16:55,140 --> 00:16:57,320
at your customer experience initiatives, you want to look at
303
00:16:57,320 --> 00:17:00,960
the technology that you're using today and figure out where
304
00:17:00,960 --> 00:17:04,760
can you improve things? Where can you drive business value?
305
00:17:04,760 --> 00:17:07,740
Where can you address an opportunity or solve a problem?
306
00:17:08,120 --> 00:17:10,190
And what we see here are a lot of companies
307
00:17:10,190 --> 00:17:14,170
doing just that. So, when you look at customer experience
308
00:17:14,210 --> 00:17:17,790
transformation projects, I generally see them in any one of
309
00:17:17,790 --> 00:17:21,220
these three areas. They're either customer facing, they're agent facing,
310
00:17:21,410 --> 00:17:26,100
or they're more broadly about analytics and action. So, we
311
00:17:26,100 --> 00:17:29,210
look at customer facing, for example, we see companies doing
312
00:17:29,250 --> 00:17:33,980
virtual assistants who guide their customers. They may schedule a
313
00:17:33,980 --> 00:17:37,090
service call. They may be able to escalate out of
314
00:17:37,090 --> 00:17:39,570
a service knowledge base to a live agent, if they
315
00:17:39,570 --> 00:17:41,960
see that the customer is struggling. I think that a
316
00:17:41,960 --> 00:17:44,600
key here, when you're talking about escalation is to make
317
00:17:44,600 --> 00:17:47,450
sure you have enough escalation hooks. You don't want to frustrate
318
00:17:47,720 --> 00:17:51,500
customers. A personalization just to do things like boosting sales
319
00:17:51,500 --> 00:17:53,653
in CSAT. So, as Charlie said, when he
320
00:17:53,653 --> 00:17:56,390
said, " Hey, Charlie." Having that personalized
321
00:17:57,240 --> 00:18:01,100
interaction is very important to people, especially these days when
322
00:18:01,100 --> 00:18:04,030
we don't have enough personal interactions in the real world,
323
00:18:04,030 --> 00:18:06,260
we need them virtually. So, make sure that what you're
324
00:18:06,260 --> 00:18:10,610
doing is personalized to your customer's preferences. And then you
325
00:18:10,610 --> 00:18:14,690
also see functional AI enabled self portals. You see AI
326
00:18:14,690 --> 00:18:16,140
being used in a lot of different ways, which I'll
327
00:18:16,140 --> 00:18:18,490
talk about in just a minute, but these types of
328
00:18:18,490 --> 00:18:21,500
things also help customers. So, you don't just have this
329
00:18:21,700 --> 00:18:24,740
plain old self- service portal here, you have a virtual
330
00:18:24,740 --> 00:18:28,480
assistant guiding the customer through that journey and escalating where
331
00:18:28,480 --> 00:18:32,990
needed. Now, on- I mean, Robin... Oh, I'm sorry. Go
332
00:18:32,990 --> 00:18:35,300
ahead. One thing I wanted to point out, I really
333
00:18:35,300 --> 00:18:39,860
love the analysis and action is together. And so, to
334
00:18:40,750 --> 00:18:44,020
be listening to that voice of the customer and then
335
00:18:44,020 --> 00:18:47,300
have the action for both the employee and the customer
336
00:18:48,160 --> 00:18:51,870
such a powerful thing that oftentimes those are separated. So,
337
00:18:51,870 --> 00:18:56,010
I love the fact that those are together. Absolutely. Yeah.
338
00:18:56,010 --> 00:18:57,940
And so, just a couple other ones, agent facing just
339
00:18:58,100 --> 00:19:02,070
empowering agents with product recommendations using maybe some predictive analytics
340
00:19:02,070 --> 00:19:04,970
there, routing cost to the best agent at that moment
341
00:19:04,970 --> 00:19:07,680
in time, which I'll talk about in a minute, workforce
342
00:19:07,680 --> 00:19:12,960
engagement management to automate scheduling and build loyalty among your
343
00:19:12,960 --> 00:19:17,360
team, by doing things like gamification or really maybe trying
344
00:19:17,360 --> 00:19:20,090
to do more with coaching. Those types of things are
345
00:19:20,090 --> 00:19:22,570
real important to agents. You want to keep that turnover
346
00:19:22,570 --> 00:19:24,220
rate down and by the way, it has been inching
347
00:19:24,220 --> 00:19:26,320
up lately. So, we want to look at things like
348
00:19:26,320 --> 00:19:29,620
that for your agents. And then just analysis and action.
349
00:19:29,620 --> 00:19:33,350
So, doing things like voice of customer surveys and those
350
00:19:33,350 --> 00:19:37,160
types of tools and analyzing that information and making changes
351
00:19:37,160 --> 00:19:39,180
based on what your customers are telling you. If they're
352
00:19:39,180 --> 00:19:41,020
telling you it's taking too long to get out of
353
00:19:41,020 --> 00:19:43,640
self- service to a live agent, then you've got to
354
00:19:43,640 --> 00:19:46,100
fix something there. If they're not getting the information they
355
00:19:46,100 --> 00:19:48,040
need, if they're not getting the insight that they need,
356
00:19:48,120 --> 00:19:52,440
you've got to fix that. And then evaluating sentiment. And
357
00:19:52,530 --> 00:19:55,300
from that sentiment, is your customer happy? Is their customer
358
00:19:55,300 --> 00:19:58,700
angry? Make some predictions based on that or based on
359
00:19:58,700 --> 00:20:01,580
their previous history, make sure you're serving them in the
360
00:20:01,580 --> 00:20:03,590
way they want to be served. And even in shrine
361
00:20:03,590 --> 00:20:09,210
compliance, we see companies, they're transforming their customer experience by
362
00:20:09,210 --> 00:20:11,220
making sure their agents are doing what they're supposed to
363
00:20:11,220 --> 00:20:13,550
do. When they're talking to customers, are they saying the right
364
00:20:13,550 --> 00:20:16,410
things? Are they reading the right statements and so on? And
365
00:20:16,920 --> 00:20:21,230
then workforce optimization to actively improve agent performance. So, that's
366
00:20:21,230 --> 00:20:23,210
where you get into more of the agent analytics and
367
00:20:23,430 --> 00:20:29,020
making sure that your agents are actually improving consistently because
368
00:20:29,020 --> 00:20:31,800
you don't want to ever get into a dead spot
369
00:20:31,800 --> 00:20:35,170
as an agent. So, the other thing we want to
370
00:20:35,170 --> 00:20:38,520
talk about as you're looking at how to better serve
371
00:20:38,520 --> 00:20:41,800
your customers, how to transform that customer experience, you want to look
372
00:20:41,800 --> 00:20:45,230
at what channels you're using. So, it's very difficult to
373
00:20:45,230 --> 00:20:49,160
predict what channel, what is the channel for your customers.
374
00:20:49,160 --> 00:20:50,960
You don't know and it's going to change over time,
375
00:20:51,900 --> 00:20:54,500
different age groups like different channels. Maybe it's not even
376
00:20:54,500 --> 00:20:57,270
about the age group. Maybe it's about just what the person does
377
00:20:57,270 --> 00:20:59,370
or what device he or she feels more comfortable with.
378
00:20:59,810 --> 00:21:02,580
So, the key here is that you want to be offering more
379
00:21:02,580 --> 00:21:05,660
channels instead of fewer, and you want to integrate those
380
00:21:05,660 --> 00:21:08,270
channels. That's a big issue right now, companies are adding
381
00:21:08,270 --> 00:21:11,200
channels and they're not using omnichannel. They're not integrating those
382
00:21:11,200 --> 00:21:14,740
channels so that the context flows between the different digital
383
00:21:14,740 --> 00:21:18,260
and realtime channels always. So, a customer isn't frustrated like
384
00:21:18,290 --> 00:21:21,070
Charlie was in this example. So, you can see here
385
00:21:21,070 --> 00:21:23,450
on the left- hand side, just the interaction channels that
386
00:21:23,540 --> 00:21:25,420
were in use by companies at the end of fourth,
387
00:21:25,420 --> 00:21:29,080
quarter 2020 voice email, social media being the top ones.
388
00:21:30,120 --> 00:21:33,800
Overall we did see growth from 2019 to 2020, end
389
00:21:33,800 --> 00:21:36,650
of both years from five channels on average per company,
390
00:21:36,900 --> 00:21:39,810
up to 6. 6 which doesn't seem like a huge
391
00:21:39,810 --> 00:21:42,250
jump when you think of the total number channels, it's pretty decent.
392
00:21:42,720 --> 00:21:44,690
And then if you look over on the right hand
393
00:21:44,690 --> 00:21:47,440
side, you can see which channels grew in the last
394
00:21:47,440 --> 00:21:50,390
year and by what percentage and which channels didn't. So,
395
00:21:50,390 --> 00:21:53,360
mobile business chat, that's your Facebook Messenger, your WeChat all
396
00:21:53,360 --> 00:21:56,830
those types of capabilities. Those grew quite considerably. So, a
397
00:21:56,830 --> 00:21:59,450
lot of people are communicating with businesses that way. Voice
398
00:21:59,450 --> 00:22:02,430
and video grew a lot. We talk about digital channels, but
399
00:22:02,430 --> 00:22:06,360
let's not ignore we need that real- time communication too.
400
00:22:06,360 --> 00:22:08,880
We need to talk to people. And especially last year
401
00:22:08,880 --> 00:22:11,090
with the pandemic, I think a lot of companies didn't
402
00:22:11,090 --> 00:22:12,980
want that. They were just wanting to pick up the phone.
403
00:22:13,870 --> 00:22:16,810
My best friend, her mom literally like just calls people
404
00:22:16,810 --> 00:22:20,060
in her bank and just ask questions because she wants
405
00:22:20,060 --> 00:22:24,060
to talk to somebody. But you got voice and video
406
00:22:24,060 --> 00:22:28,170
grew pretty substantially social media and in- app grew the
407
00:22:28,170 --> 00:22:31,790
areas that didn't web chat, SMS and email had been
408
00:22:31,790 --> 00:22:34,520
declining, web chat and SMS I think are really just
409
00:22:34,520 --> 00:22:38,100
kind of being overtaken by things like in- app by
410
00:22:38,100 --> 00:22:43,730
mobile business chat, most types of more contextual applications. But
411
00:22:43,730 --> 00:22:46,970
when we look at going beyond just the channels we
412
00:22:46,970 --> 00:22:51,010
also want to do things like add artificial intelligence to
413
00:22:51,010 --> 00:22:55,050
our portfolios because that's just going to continue to make
414
00:22:55,050 --> 00:22:58,080
things that much better, that much more automated, that much
415
00:22:58,080 --> 00:23:01,730
more intuitive and contextual. So, when you think of something
416
00:23:01,730 --> 00:23:04,250
like intelligent routing, which is a top area on our
417
00:23:04,250 --> 00:23:07,920
chart, by the way this chart looks at, it's sorted
418
00:23:07,920 --> 00:23:12,360
by what's going to be the most popular AI type
419
00:23:12,430 --> 00:23:15,480
by the end of 2022. So, the blue is what's
420
00:23:15,480 --> 00:23:18,230
in use now, green plan for 2021, then you've got
421
00:23:18,230 --> 00:23:21,220
plan for 2022 and an orange and so on. So,
422
00:23:21,830 --> 00:23:24,990
intelligent routing is number one, that's AI enabled intelligent routing.
423
00:23:24,990 --> 00:23:27,560
And you think about that and that really is about
424
00:23:27,560 --> 00:23:30,840
connecting people. It really does go back to the empathy
425
00:23:30,940 --> 00:23:34,110
equation because what you're trying to do there is connect
426
00:23:34,670 --> 00:23:38,990
your customer with the right agent at that second in
427
00:23:38,990 --> 00:23:44,330
time. So, by having context, you hopefully know or have
428
00:23:44,330 --> 00:23:46,830
some idea what this customer is looking for. What's the
429
00:23:46,830 --> 00:23:49,810
problem or the question or the reason for their interaction
430
00:23:49,810 --> 00:23:51,670
today. Maybe they started in a digital channel and need
431
00:23:51,670 --> 00:23:55,260
to escalate and AI can take that information. Look at
432
00:23:55,260 --> 00:23:58,700
the customer's history, look at agent ratings on the topic
433
00:23:58,700 --> 00:24:02,820
that customer is looking for. Look at the customer's buying
434
00:24:02,820 --> 00:24:05,510
patterns and so on. Who did the customer rate five
435
00:24:05,510 --> 00:24:09,060
stars last time? And try and connect that customer hopefully
436
00:24:09,060 --> 00:24:11,440
with the same agent he rated five stars last time.
437
00:24:11,560 --> 00:24:14,000
Or someone liked that agent and who's available at that
438
00:24:14,000 --> 00:24:17,380
second. And so, that's just huge to improve CSAT. And
439
00:24:18,070 --> 00:24:19,790
at the same time you want to use agent analytics,
440
00:24:19,790 --> 00:24:22,700
that all goes together because by having agent analytics now
441
00:24:23,620 --> 00:24:25,670
which agent is doing well? Who's having a good day?
442
00:24:25,670 --> 00:24:28,010
Who's having a bad day? Who's doing really well in
443
00:24:28,010 --> 00:24:30,070
this product area right now that the customer is calling
444
00:24:30,070 --> 00:24:33,830
about? Great, let's send this customer to this agent. And
445
00:24:33,830 --> 00:24:36,980
then even AI enabled self- service yeah, that's a digital
446
00:24:36,980 --> 00:24:41,140
channel. That's a way that customers are helping themselves. But
447
00:24:41,320 --> 00:24:43,870
an AI virtual assistant is always going to be there
448
00:24:44,010 --> 00:24:46,790
to guide them through, maybe get them information, like in
449
00:24:46,790 --> 00:24:49,540
Charlie's example, find out if the paint contains lead. He
450
00:24:49,540 --> 00:24:51,420
couldn't find it on his own, but the digital assistant
451
00:24:51,510 --> 00:24:53,590
could come in there and do that for him. And
452
00:24:53,590 --> 00:24:57,980
if we did escalate to a live agent, so that's
453
00:24:57,980 --> 00:25:00,150
what AI enabled self- service can do. I'll talk a
454
00:25:00,150 --> 00:25:02,710
little bit about more that in a minute. And then
455
00:25:02,710 --> 00:25:07,150
also just the personalization. So, anything you're doing here can
456
00:25:07,150 --> 00:25:10,220
be personalized for the customer. And you see a lot more areas
457
00:25:10,220 --> 00:25:13,010
here that companies are doing when it comes to AI,
458
00:25:13,020 --> 00:25:17,490
chatbots, voice transcription, and a language translation. You've got NLP,
459
00:25:17,490 --> 00:25:20,300
you've got intelligent virtual assistant, which is basically a chat
460
00:25:20,300 --> 00:25:24,290
bot on the agent side, several different areas that companies are
461
00:25:24,290 --> 00:25:28,160
looking at to just totally improve that customer experience moving
462
00:25:28,160 --> 00:25:31,160
forward. And one of the ones I want to just
463
00:25:31,160 --> 00:25:33,910
spend a couple minutes on here is self- service because
464
00:25:33,910 --> 00:25:37,230
I'm really seeing this as just a big growth area
465
00:25:37,230 --> 00:25:39,550
right now. When you look at this chart alone, the
466
00:25:39,550 --> 00:25:42,940
blue bars show you what people told us in 2019,
467
00:25:42,940 --> 00:25:46,530
what did they say? What's their current percentage of transactions
468
00:25:46,640 --> 00:25:49,470
handled by self- service and then what were they projecting
469
00:25:49,470 --> 00:25:51,420
by the end of 2021, 2023 and
470
00:25:51,420 --> 00:25:53,440
2025? The green bars show you
471
00:25:53,440 --> 00:25:54,990
what they were saying a year later, look at how
472
00:25:54,990 --> 00:25:57,380
much growth we saw. So, this is all types of
473
00:25:57,380 --> 00:26:00,930
self- services is going in and doing an FAQ on
474
00:26:00,930 --> 00:26:03,550
a chatbot. This is going into a self- service knowledge
475
00:26:03,550 --> 00:26:07,670
base and trying to look online and get some answers
476
00:26:07,670 --> 00:26:11,070
to questions. But being able to bring in an AI
477
00:26:11,140 --> 00:26:13,610
virtual assistant there to help the customer through, and you can see
478
00:26:13,610 --> 00:26:18,100
that this is really growing considerably, but as you can
479
00:26:18,100 --> 00:26:22,150
see, as an analyst here about 33% were doing this
480
00:26:23,090 --> 00:26:25,810
and this year we've got it up to 34%. So,
481
00:26:25,810 --> 00:26:28,260
this year, this is going to be a big area of action
482
00:26:28,260 --> 00:26:31,410
for companies. And I want to caution you, don't try
483
00:26:31,410 --> 00:26:33,680
and go too fast, don't try and boil the ocean
484
00:26:33,680 --> 00:26:35,530
and do too much at once. You've got to put
485
00:26:35,530 --> 00:26:38,110
the brakes on for a minute and in most cases,
486
00:26:38,110 --> 00:26:41,870
companies have to look at their knowledge management basis. They
487
00:26:41,870 --> 00:26:45,470
need overhauls in most companies, they're outdated, typically in terms
488
00:26:45,470 --> 00:26:47,910
of the content, maybe it's all texts. Maybe it needs
489
00:26:47,910 --> 00:26:52,280
more multimedia content, more video, more photos, more interactions somehow.
490
00:26:52,870 --> 00:26:55,770
And it may maybe outdated in terms of the technology
491
00:26:55,770 --> 00:26:58,120
or the user interface, or even just the usability of
492
00:26:58,120 --> 00:27:01,510
it. Is it too slow? Does it need more capacity? They're
493
00:27:01,510 --> 00:27:05,020
not intuitive. I'm already talked about the multimedia content. And
494
00:27:05,020 --> 00:27:07,590
also big thing is just to improve the ability to
495
00:27:07,590 --> 00:27:10,990
search so that you're matching them and request to searches.
496
00:27:10,990 --> 00:27:14,150
And once you get a machine learning knowledge base in
497
00:27:14,150 --> 00:27:18,030
there paired with just your regular content knowledge base, this
498
00:27:18,030 --> 00:27:20,990
is going improve considerably because machine learning will be able
499
00:27:20,990 --> 00:27:22,960
to sail when someone types in this, they really mean
500
00:27:22,960 --> 00:27:25,030
this and we're going to guide them this way. So,
501
00:27:26,250 --> 00:27:29,040
that's actually really important. So, take your time here. Don't
502
00:27:29,530 --> 00:27:31,760
go too quickly because you'll end up shooting yourself in
503
00:27:31,760 --> 00:27:34,610
the foot and you'll go too fast into AI. And
504
00:27:34,610 --> 00:27:37,560
then if you have problems with it, they're going say, "
505
00:27:37,560 --> 00:27:38,585
Oh, we're not going to do this
506
00:27:38,585 --> 00:27:39,610
at all anymore." So, take your
507
00:27:39,610 --> 00:27:43,115
time here. This is very important to get right.
508
00:27:43,115 --> 00:27:45,950
And Robin, to that, I was in a session
509
00:27:45,950 --> 00:27:49,040
with a bunch of executive vice- presidents and they went
510
00:27:49,040 --> 00:27:51,740
around the table and they described to me their roles.
511
00:27:52,050 --> 00:27:55,360
And everybody, " I'm strategic this and I'm strategic that." And
512
00:27:55,360 --> 00:27:58,390
then one of the gentlemen said, " I'm in charge of
513
00:27:58,390 --> 00:28:00,580
this, that, and the other thing, I don't know, by the
514
00:28:00,580 --> 00:28:05,560
way, I also look after knowledge." Like it was an
515
00:28:05,560 --> 00:28:09,630
afterthought. And then after we went through the whole experience
516
00:28:09,630 --> 00:28:13,680
you're right, the roadmap, everybody turned to him and said, "
517
00:28:14,190 --> 00:28:17,340
Oh my God, Steve, you're the most important guy in
518
00:28:17,340 --> 00:28:22,020
this room because nothing happens without knowledge." Exactly. So, this
519
00:28:22,020 --> 00:28:26,280
elevation of knowledge as a strategic vehicle and it needs
520
00:28:26,350 --> 00:28:30,450
the care and feeding is really interesting. I love the
521
00:28:30,450 --> 00:28:34,040
fact that you brought it up here. Yeah, no, thanks.
522
00:28:34,040 --> 00:28:37,270
I agree though, and it's funny that the person himself
523
00:28:37,270 --> 00:28:39,020
didn't even look at himself as like, " Oh, this is
524
00:28:39,020 --> 00:28:43,480
vital." But just a few points as I'm doing my
525
00:28:43,480 --> 00:28:45,270
research and I talk to companies who are doing this
526
00:28:45,270 --> 00:28:47,900
well, I want to just leave you with a couple
527
00:28:47,900 --> 00:28:50,680
of points here on self- service, when you're doing self
528
00:28:50,680 --> 00:28:55,420
service, it does not mean without assistance. So, you want
529
00:28:55,520 --> 00:28:58,320
to have those virtual assistants and you want to train
530
00:28:58,320 --> 00:29:01,930
them to guide customers to resolve their issues. And also
531
00:29:02,070 --> 00:29:05,640
to put those hooks in to enable that escalation, to
532
00:29:05,640 --> 00:29:07,930
live agents at the appropriate points in the journey. And
533
00:29:07,930 --> 00:29:11,020
that may change over time. You may remove hooks, add
534
00:29:11,020 --> 00:29:13,350
hooks. You want to make sure that you're not seeing
535
00:29:13,350 --> 00:29:15,890
that customer frustration in there. If they're starting to type
536
00:29:15,890 --> 00:29:18,740
in all capital letters, you missed a hook. So, make
537
00:29:18,740 --> 00:29:22,910
sure you're really looking at how often and what areas
538
00:29:22,910 --> 00:29:25,690
of that whole journey in self service you need to
539
00:29:25,780 --> 00:29:29,410
escalate. You also want to make sure you're using analytics
540
00:29:29,410 --> 00:29:33,250
tools. I've talked about this enough, I think, but that
541
00:29:33,250 --> 00:29:36,300
will help you to see where customers are getting stuck,
542
00:29:36,580 --> 00:29:41,830
improve the content to address these questions over time and
543
00:29:41,830 --> 00:29:45,930
again, adding those additional escalation books and then making sure
544
00:29:45,930 --> 00:29:49,700
that you're integrating with other interaction channels. So, again, when
545
00:29:49,700 --> 00:29:53,810
calls are escalated, when a self- service interaction is escalated,
546
00:29:53,810 --> 00:29:57,700
the customer should see that entire customer journey and pick
547
00:29:57,700 --> 00:30:00,740
up right where they left off. Otherwise, we've all been
548
00:30:00,740 --> 00:30:03,960
there. It is so frustrating if you've been online for
549
00:30:03,960 --> 00:30:05,750
15 minutes, trying to find something, you have to explain
550
00:30:05,750 --> 00:30:07,830
everything all over again when you go to a live
551
00:30:07,830 --> 00:30:10,550
agent, either in web chat or a phone call. So,
552
00:30:10,830 --> 00:30:13,280
make sure that the agents can see that not only
553
00:30:13,280 --> 00:30:15,820
in the real time, but also historically. So, the agent
554
00:30:15,820 --> 00:30:18,700
can see, " Oh, wait, this Robin called a week ago
555
00:30:18,700 --> 00:30:23,260
about the same problem with her cable service, what's going
556
00:30:23,260 --> 00:30:24,476
on here? We've got to fix this."
557
00:30:24,476 --> 00:30:25,920
So, make sure you have that historical
558
00:30:25,920 --> 00:30:30,680
context as well. And then lastly actually not lastly, I've
559
00:30:30,680 --> 00:30:32,030
got one more slide after this. I want to just
560
00:30:32,030 --> 00:30:36,020
talk real quickly about how AI enabled chatbots are helping
561
00:30:36,120 --> 00:30:38,620
CX overall. So, when you think about a chat bot,
562
00:30:38,620 --> 00:30:40,960
everyone talks about these and there's so many different ways
563
00:30:40,960 --> 00:30:43,500
you can use them. It can be very basic Q
564
00:30:43,500 --> 00:30:46,730
and A, it can be overnight mailing address, product information,
565
00:30:46,900 --> 00:30:51,950
location hours. If you're here having a live person do
566
00:30:51,950 --> 00:30:55,110
this now, you're definitely at a competitive disadvantage and you're
567
00:30:55,110 --> 00:30:57,310
spending too much money, get to a chatbot to do
568
00:30:57,310 --> 00:31:00,580
that right away, fat nail. Then you can start moving on and
569
00:31:00,580 --> 00:31:03,090
do things like, " Okay, let's have my chat bot look
570
00:31:03,090 --> 00:31:06,970
up account balances or deal with warranty terms or transfer
571
00:31:06,970 --> 00:31:09,850
money, things like that." That gets a little bit more complex
572
00:31:09,850 --> 00:31:12,690
Q and A. And in either of those cases, you're
573
00:31:12,690 --> 00:31:18,010
using self service, you're using knowledge basis, things like that. Now,
574
00:31:18,010 --> 00:31:19,472
you can get even a little more complicated.
575
00:31:19,472 --> 00:31:20,970
I don't think it's all complicated. It's not
576
00:31:20,970 --> 00:31:23,200
really complicated. It's just a little more sophisticated as I
577
00:31:23,200 --> 00:31:26,410
guess I would say it. Where AI is assisting agents
578
00:31:26,410 --> 00:31:30,890
to deliver scripts, they're flagging keywords or routing calls to
579
00:31:30,900 --> 00:31:33,474
qualified agents. And that's where you get
580
00:31:33,474 --> 00:31:35,620
into some machine learning. And now
581
00:31:35,620 --> 00:31:38,530
you can get even more sophisticated and make recommendations. So,
582
00:31:38,750 --> 00:31:41,270
maybe a virtual assistant is going to make recommendations based
583
00:31:41,270 --> 00:31:45,540
on the customer history, her location, customer patterns like her
584
00:31:45,690 --> 00:31:48,880
on a predict where, and when that may need to
585
00:31:48,880 --> 00:31:52,010
be. When should that happen? If I'm a customer that's
586
00:31:52,010 --> 00:31:54,370
buying vitamins, maybe I, and I'm buying a 90- day-
587
00:31:54,370 --> 00:31:56,760
supply, pin me on 90 days so I know that
588
00:31:56,760 --> 00:31:59,060
I should do that again. So, then it becomes more contextual
589
00:31:59,060 --> 00:32:00,350
and predictive. So, I think the key
590
00:32:00,350 --> 00:32:01,900
thing here, when you think about chatbots,
591
00:32:02,840 --> 00:32:04,870
there's all different ways to use it. And this just touches on
592
00:32:04,870 --> 00:32:07,970
a few, but in any one of these scenarios, you've
593
00:32:07,970 --> 00:32:11,220
got to have that escalation to a live agent and
594
00:32:11,270 --> 00:32:14,490
also with the intelligent routing, make sure that customer experience
595
00:32:14,490 --> 00:32:18,190
is good. I may start on a self- service area
596
00:32:18,640 --> 00:32:19,669
and think I'm going to get my
597
00:32:19,669 --> 00:32:20,840
problem solved, but maybe I won't
598
00:32:20,840 --> 00:32:22,490
and I need to escalate to a live agent, give me
599
00:32:22,490 --> 00:32:26,160
somebody who understands what I'm looking for. And I'll rate
600
00:32:26,160 --> 00:32:29,930
that call, that whole interaction of five star. So, now
601
00:32:30,280 --> 00:32:34,210
getting to lastly, I want to just show you some
602
00:32:34,270 --> 00:32:37,960
data points. This is from real companies, real- world data,
603
00:32:38,010 --> 00:32:41,560
they're analyzing their before and after numbers, when they did
604
00:32:41,560 --> 00:32:44,980
a transformation project using on the top there AI enabled
605
00:32:44,980 --> 00:32:48,910
self- service or customer facing chatbots. Look at the numbers
606
00:32:48,960 --> 00:32:51,010
they're seeing when it comes to the revenue that was
607
00:32:51,010 --> 00:32:56,050
affected by their project, operational costs, customer ratings and agent
608
00:32:56,050 --> 00:32:58,870
efficiency. So, it's kind of crazy. They're good all the
609
00:32:58,870 --> 00:33:00,890
way across the board. I mean, I'd be thrilled with
610
00:33:00,890 --> 00:33:04,090
those numbers and ac to LTE deployment. And this is not
611
00:33:04,430 --> 00:33:06,840
just a success group, this is all companies overall average
612
00:33:06,840 --> 00:33:11,550
in our research. And what's really interesting, Robin, when I
613
00:33:11,550 --> 00:33:14,910
look at these numbers, that's not an expense of another
614
00:33:14,910 --> 00:33:20,900
number. So, people are increasing revenue, they're becoming more efficient, but
615
00:33:20,900 --> 00:33:24,860
not at the cost of satisfaction and customer effort. And
616
00:33:24,860 --> 00:33:28,390
so, doing this right and again, taking that design approach
617
00:33:28,390 --> 00:33:31,320
where I want to be empathetic, what's the job to
618
00:33:31,320 --> 00:33:34,860
be done? What's the journey to get there? And using
619
00:33:34,860 --> 00:33:38,610
technology to do that, what an incredible business results? So,
620
00:33:38,610 --> 00:33:42,090
thank you, Robin, for all that information. That was fantastic.
621
00:33:42,820 --> 00:33:46,560
Great information about how companies are transforming. And now, I'd
622
00:33:46,560 --> 00:33:50,040
like to turn our focus to Neil O'Donoghue. Neil, can
623
00:33:50,040 --> 00:33:53,610
you share with us some information about how do we
624
00:33:53,610 --> 00:33:56,590
take these concepts and how do we make them real?
625
00:33:56,590 --> 00:33:59,810
How do we turn them into a project plans and
626
00:33:59,810 --> 00:34:04,610
where do we start? Yeah, of course. Thank you, Charlie.
627
00:34:05,210 --> 00:34:09,220
That sounds great. So, my name's Neil O'Donoghue. I'm with
628
00:34:09,220 --> 00:34:13,870
the Genesys customer success and services organization. So, I'm going
629
00:34:13,870 --> 00:34:17,630
to talk to you about as Charlie said, this idea
630
00:34:17,630 --> 00:34:20,700
of helping our customers move quickly, move fast, adopt the
631
00:34:20,700 --> 00:34:24,670
technology, or we use the concept of walk, run, and
632
00:34:24,670 --> 00:34:30,520
fly. And Charlie talked about the empathy pillars listen, and
633
00:34:30,530 --> 00:34:34,190
learn, understand, and predict and act. And Swisscom is a great
634
00:34:34,270 --> 00:34:37,360
example, which I'm going to use to begin with just
635
00:34:37,360 --> 00:34:39,640
to make this real. And it plays to a lot of
636
00:34:39,640 --> 00:34:42,130
what Robin talks about. I love the fact that it
637
00:34:42,130 --> 00:34:49,140
really resonates that. So, let me introduce you to our customer
638
00:34:49,240 --> 00:34:54,740
here at Swisscom. Swisscom is one of Switzerland's most innovative and sustainable
639
00:34:55,090 --> 00:35:00,070
companies. They're a leader in providing mobile network, internet, digital
640
00:35:00,070 --> 00:35:05,070
TV, pretty much all digital channels for businesses and consumers.
641
00:35:05,600 --> 00:35:09,550
You see this great quote here from Rolf, the product
642
00:35:09,550 --> 00:35:12,940
manager of emerging channels and bots at Swisscom. The messaging
643
00:35:12,940 --> 00:35:16,420
bot that they implemented through Genesys resolved 10% of inquiries
644
00:35:16,420 --> 00:35:20,420
in the FAQ box or one in every two contacts
645
00:35:20,620 --> 00:35:28,950
and they maintained axles throughout. So, let me tell you,
646
00:35:28,960 --> 00:35:33,890
Swisscom is a longstanding Genesys customer, and they've had a
647
00:35:33,940 --> 00:35:36,910
footprint of some of the more traditional channels for a while.
648
00:35:38,260 --> 00:35:41,550
And they expanded that digital footprint, whether it's by introducing
649
00:35:41,720 --> 00:35:45,310
Apple business chat and WhatsApp as the main messaging channels, as well
650
00:35:45,850 --> 00:35:47,396
as chat bot. So, as I say,
651
00:35:47,396 --> 00:35:49,300
much of what Robin talked about,
652
00:35:49,450 --> 00:35:53,850
coincidentally, actually and this led to significant improvements in productivity
653
00:35:53,990 --> 00:35:57,700
and Swisscom is now adding to this with AI and
654
00:35:57,700 --> 00:36:03,440
Genesys predictive routing. So, Switzerland just taking a step back,
655
00:36:03,440 --> 00:36:07,070
Switzerland as a country, has one of the highest market
656
00:36:07,070 --> 00:36:12,100
penetrations of Apple devices worldwide and messaging, as we all
657
00:36:12,100 --> 00:36:15,630
know is the way to communicate in our private lives
658
00:36:15,630 --> 00:36:20,340
and it's fast becoming the communication method between customers and businesses
659
00:36:20,340 --> 00:36:26,410
also. So, Swisscom successfully reduced handling time and increased first
660
00:36:26,410 --> 00:36:31,820
contact resolution. Well, it's also improving NPS and agent satisfaction,
661
00:36:31,960 --> 00:36:35,220
which is really, really important and leveraging some of those
662
00:36:36,100 --> 00:36:39,607
similarly unrelated solutions which we don't talk about
663
00:36:39,607 --> 00:36:41,520
in the set, as I explained the
664
00:36:41,520 --> 00:36:48,730
methodology topic. Particularly the Switzerland as a country is high
665
00:36:48,730 --> 00:36:51,930
on the agenda there and Swisscom as an organization. And
666
00:36:51,930 --> 00:36:55,060
that's why they decided to implement chat bots. And their
667
00:36:55,060 --> 00:37:00,030
intent model, currently predicts customer intents with 80% accuracy. I
668
00:37:00,150 --> 00:37:02,650
can read some of the statistics on the slide here
669
00:37:03,020 --> 00:37:05,850
as I talk through. So, six months after the launch
670
00:37:06,040 --> 00:37:09,880
with 10 use cases live, they'd cover 16% of incoming
671
00:37:09,880 --> 00:37:13,340
messages in Apple based chat with chat bots. And that
672
00:37:13,340 --> 00:37:16,590
fast time, there was a very fast time to implement
673
00:37:17,730 --> 00:37:21,280
from the kickoff to the go live. They actually took
674
00:37:21,280 --> 00:37:25,220
10 weeks. And this is why I talked about this
675
00:37:25,220 --> 00:37:31,030
concept of walk, crawl and fly and moving quickly through
676
00:37:31,030 --> 00:37:34,370
that using some of the services, which I'll talk about
677
00:37:34,370 --> 00:37:37,740
today. They were not only able to deliver the Apple
678
00:37:37,740 --> 00:37:41,410
business chat, but also bringing the intent recognition and chat
679
00:37:41,410 --> 00:37:47,860
bots live very quickly in that timescale. And Swisscom was
680
00:37:47,860 --> 00:37:50,210
able to achieve a traditional voice channels, which as I
681
00:37:50,210 --> 00:37:53,670
said, they had for a while. Now, over the next
682
00:37:53,670 --> 00:37:58,210
two years, Swisscom aims to shift a substantial amount, more
683
00:37:58,210 --> 00:38:01,460
and more interaction volume from traditional channels, such as voice
684
00:38:01,600 --> 00:38:06,840
to messaging. What sets Swisscom apart from its competition is
685
00:38:06,850 --> 00:38:11,570
its ambition to always drive innovation and putting the customer
686
00:38:11,770 --> 00:38:15,210
really at the center of their decision making and everything
687
00:38:15,260 --> 00:38:19,050
that they do, which we love from an experience. As
688
00:38:19,050 --> 00:38:21,710
a service perspective, if you go back to some of
689
00:38:21,710 --> 00:38:24,340
the things that Charlie talked about, really putting the customer
690
00:38:24,480 --> 00:38:28,490
at the center of the experience. So, how did they
691
00:38:28,490 --> 00:38:32,060
do it? Swisscom chose a fast saw pilot with Genesys
692
00:38:32,060 --> 00:38:37,640
professional services involving close to a thousand agents initially. And
693
00:38:41,000 --> 00:38:45,250
Charlie talked about those empathy pillars all the way through
694
00:38:45,250 --> 00:38:49,160
to this continuing learning circle, they put that into their
695
00:38:49,160 --> 00:38:55,490
own words though methodology. And the pilot covered four stages.
696
00:38:55,560 --> 00:39:00,340
The first three were discover, the discovery with Genesys the
697
00:39:00,340 --> 00:39:04,310
advisory services, which we have to understand the key functions,
698
00:39:04,310 --> 00:39:08,050
the pain points, the benefits they wanted to bring. And
699
00:39:08,050 --> 00:39:10,470
then, what are the key metrics and KPIs they're going to
700
00:39:10,470 --> 00:39:14,790
focus on? The discovery number to predict and prepare the
701
00:39:14,840 --> 00:39:19,020
building and gathering that data. You talked about Robin, really
702
00:39:19,020 --> 00:39:21,273
understanding, where do you want to be?
703
00:39:21,273 --> 00:39:22,950
What's the key data? And once
704
00:39:22,950 --> 00:39:25,470
you've got that baseline moving forward, it's exactly what they
705
00:39:25,470 --> 00:39:28,450
did to predict and prepare, gathering that data and developing
706
00:39:28,450 --> 00:39:31,480
the right plan. And then for them to start small
707
00:39:31,810 --> 00:39:34,540
and get ready. So, we talk about walk and run,
708
00:39:34,540 --> 00:39:38,690
start small and get ready, select the routing destinations, and
709
00:39:38,690 --> 00:39:41,610
then continually test that to make sure it's right, fine
710
00:39:41,610 --> 00:39:44,920
tune it, see the effects and after those three phases
711
00:39:45,470 --> 00:39:48,570
learn, and for them go big, that was the plan
712
00:39:48,570 --> 00:39:51,820
expand with those use cases in a number of short
713
00:39:51,820 --> 00:39:56,470
sprints using an agile methodology to really scale up digital transformation.
714
00:39:57,130 --> 00:40:01,870
The suites called messaging architecture covers most reasons for contact
715
00:40:01,870 --> 00:40:07,120
now. The architecture uses plug- ins between the Genesys solutions
716
00:40:07,940 --> 00:40:18,330
and other third parties and back office system simplification, chatbots service, and
717
00:40:18,330 --> 00:40:22,880
it consists of three core aspects. There's the initial concierge,
718
00:40:22,880 --> 00:40:30,170
greeting, intent recognition, agent routing, and the FAQ answers to
719
00:40:30,170 --> 00:40:34,760
common questions and finally flow, ready solving customers' inquiries automatically
720
00:40:35,330 --> 00:40:38,350
with backend integrations. And Charlie, when you talked about the
721
00:40:38,350 --> 00:40:43,540
not so great explain that paint, it really, really made
722
00:40:43,540 --> 00:40:48,510
me think about this example of my integrated flow, understanding
723
00:40:48,510 --> 00:40:51,700
who the customer is and leveraging those different data sets.
724
00:40:53,880 --> 00:40:57,870
So, like many experiments, Swisscom achieved mixed results, but methods,
725
00:40:57,870 --> 00:41:02,380
original targets. As I said, some fantastic results in terms
726
00:41:02,380 --> 00:41:07,530
of, particularly of the bots, they met their goal of
727
00:41:07,600 --> 00:41:13,210
maintaining customer satisfaction, which is critically important. So, by messaging,
728
00:41:13,210 --> 00:41:15,780
improving the messaging quality, and some of the things I
729
00:41:15,780 --> 00:41:19,640
talked about is sort of 5% uplift in a first
730
00:41:19,640 --> 00:41:23,210
contact resolution is also very significant. And this led to
731
00:41:23,210 --> 00:41:25,440
a decrease in wait times, obviously, and out of the
732
00:41:25,440 --> 00:41:31,330
three possible entry points to the organization, to Swisscom, so, IVR,
733
00:41:31,530 --> 00:41:36,940
SMS, or web being those primary three, the majority of
734
00:41:36,940 --> 00:41:40,880
customers switch to an engagement model this with Swisscom through
735
00:41:40,970 --> 00:41:45,760
WhatsApp or Apple business chat when engaging through the company's
736
00:41:45,760 --> 00:41:48,210
contact us webpage or those channels, as I said. So, a
737
00:41:49,580 --> 00:41:52,610
really great example of, now I really like how it plays back
738
00:41:52,610 --> 00:41:54,320
to some of the things that Charlie and Robin you
739
00:41:54,450 --> 00:42:00,390
talked about. So, if I then go on to this
740
00:42:00,390 --> 00:42:03,430
idea and methodology of walk and then run. And how
741
00:42:03,430 --> 00:42:07,410
to get started with digital, and I think many organizations are
742
00:42:07,410 --> 00:42:13,940
already started or starting. So, we really talk about those
743
00:42:13,940 --> 00:42:18,390
empathy pillars, listen, understand and predict, act, learn. And learn doesn't
744
00:42:18,390 --> 00:42:21,350
stop there. It's a closed loop all the way back to
745
00:42:21,350 --> 00:42:25,470
listen to my evolving journey. So, establishing digital through digital
746
00:42:25,470 --> 00:42:29,700
transformation and discovery services, we've got a number of experts.
747
00:42:29,700 --> 00:42:34,130
As I mentioned, that Swisscom using advisory services. So, business
748
00:42:34,130 --> 00:42:38,510
consulting, business analysts, bringing those best practices and use cases
749
00:42:38,510 --> 00:42:42,640
to customers and helping to identify what's the right starting
750
00:42:42,640 --> 00:42:47,260
point for you as a customer and making this journey
751
00:42:47,260 --> 00:42:50,730
specific to you without having to reinvent the wheel with
752
00:42:50,730 --> 00:42:54,090
everything that we've done before, I mean hundreds or thousands
753
00:42:54,090 --> 00:42:57,840
of solutions that we've deployed globally for our customers. Now,
754
00:42:58,530 --> 00:43:01,560
one of the areas we've invested in heavily is use cases.
755
00:43:02,130 --> 00:43:05,540
What in common customer journeys and how'd you plug those
756
00:43:05,540 --> 00:43:09,060
use cases together to build out that journey? And what's
757
00:43:09,060 --> 00:43:12,780
the right starting point. And through reading that lesson phase, using
758
00:43:12,780 --> 00:43:16,510
those discovery services, that we start to map out what
759
00:43:16,510 --> 00:43:19,330
the correct use cases are for you as a customer at
760
00:43:19,330 --> 00:43:23,470
that time. But of course these services are all delivered now,
761
00:43:23,920 --> 00:43:27,750
virtually in calls and video calls and so on. And
762
00:43:27,750 --> 00:43:33,970
then we've moved and gone into that journey mapping and really something
763
00:43:34,240 --> 00:43:36,130
that baseline on your revenue. As I say, you talked
764
00:43:36,130 --> 00:43:40,090
about it, what are the key KPIs? Establishing where to
765
00:43:40,090 --> 00:43:43,940
focus initially, and then build upon that. You've really got
766
00:43:43,940 --> 00:43:46,910
to know where you're, where you've been, to then be
767
00:43:46,910 --> 00:43:51,090
able to measure performance beyond that. And then of course,
768
00:43:51,090 --> 00:43:55,660
deploying new digital channels. So, all the deployment services for whether
769
00:43:55,660 --> 00:44:01,110
it's chat, email, web, WhatsApps and so on. And one
770
00:44:01,110 --> 00:44:05,130
of the areas we see commonly is the requirement to
771
00:44:05,260 --> 00:44:09,240
interact or do integrate with third party solutions. We've got
772
00:44:09,240 --> 00:44:14,030
a number of connectors, expert app solutions, we call them.
773
00:44:14,030 --> 00:44:16,700
Things that we've built with Genesys, all things that are
774
00:44:16,700 --> 00:44:22,780
available through our foundry, our partner and Genesys marketplace, where
775
00:44:22,780 --> 00:44:25,060
there's a number of commonly used solutions like can use
776
00:44:25,060 --> 00:44:28,570
to connect to when your various CRM data reporting systems,
777
00:44:28,600 --> 00:44:31,360
which are really important in getting this end to end view
778
00:44:32,800 --> 00:44:35,310
of the customer and the data. And then of course,
779
00:44:35,310 --> 00:44:38,150
less than delivering those business outcomes. The way I've talked
780
00:44:38,190 --> 00:44:40,530
about that whiteline, a number of the services and this
781
00:44:40,630 --> 00:44:44,960
both more focused on the customer, but it's really important
782
00:44:44,960 --> 00:44:49,360
as Charlie and Robin talked about not to forget about
783
00:44:49,360 --> 00:44:52,870
the agent. The agent experience and leveraging some of the solutions
784
00:44:52,870 --> 00:44:57,330
we have that particularly the WAM solution set to ensure
785
00:44:57,330 --> 00:45:02,680
that the agents are correctly enabled, equipped, trained, they've got
786
00:45:02,680 --> 00:45:06,540
access to the right information. They can manage that closed loop
787
00:45:06,600 --> 00:45:10,570
through lesson to learn and deliver the best experience possible
788
00:45:11,810 --> 00:45:14,600
to bring the whole thing together. So, the walk getting
789
00:45:14,600 --> 00:45:18,130
started with digital. What we typically then find is customers
790
00:45:18,570 --> 00:45:21,530
have good success, then they want to expand. Or as
791
00:45:21,530 --> 00:45:25,510
I said the Swisscom, they had talked about going big after
792
00:45:25,510 --> 00:45:29,950
they had successfully delivered those initial pilots. The digital expansion,
793
00:45:29,950 --> 00:45:37,070
and really increasing that level of adoption, the efficiency across
794
00:45:38,000 --> 00:45:42,330
the solution for those customers, a broader range of customers,
795
00:45:43,120 --> 00:45:47,440
always with a focus on maintaining quality and increased customer
796
00:45:47,440 --> 00:45:53,210
satisfaction. So, ultimately optimizing really both sides of the equation.
797
00:45:53,510 --> 00:45:59,540
So, again, from a customer perspective, the ongoing evolution and
798
00:46:00,100 --> 00:46:03,560
really then mapping out what the next set of use cases
799
00:46:03,560 --> 00:46:07,830
are through that discovery, optimizing that discovery, maybe changing some
800
00:46:07,830 --> 00:46:10,610
things or evolving some things as the business needs change,
801
00:46:10,610 --> 00:46:14,420
or customer experiences change. And then we typically find it's in
802
00:46:14,420 --> 00:46:17,850
this space, in this next digital expansion phase, as part
803
00:46:19,100 --> 00:46:25,680
of the run that customers and partners really adopt more, scale more,
804
00:46:26,080 --> 00:46:30,490
with bots. Well, so because of that, we've created some specific bot
805
00:46:30,720 --> 00:46:34,170
quick start packages. So, again, we don't want customers and
806
00:46:34,170 --> 00:46:40,910
partners to after reinventing the wheel, we've done this before.
807
00:46:40,910 --> 00:46:47,710
And those and use cases exist, but maybe run some
808
00:46:47,710 --> 00:46:54,070
pilots quite common before full- scale deployment. And then, again,
809
00:46:54,070 --> 00:46:58,220
as we talked about, is blending that experience through digital
810
00:46:58,370 --> 00:47:02,570
with AI leveraging some of the solutions we have such
811
00:47:02,570 --> 00:47:07,180
as predictive engagement or predictive routing as we talked about in the
812
00:47:07,180 --> 00:47:13,140
Swisscom example. Analytics services Genesys is offering through professional services
813
00:47:13,280 --> 00:47:19,750
to help customers or partners pull together the various facets
814
00:47:19,750 --> 00:47:23,690
of data, but are gathered through these types of digital
815
00:47:23,690 --> 00:47:27,470
solutions, being able to manipulate that data, report on that
816
00:47:27,470 --> 00:47:30,580
data, interact with that data, and really use it to
817
00:47:31,110 --> 00:47:38,080
understand and therefore act, to improve and make the next
818
00:47:38,160 --> 00:47:42,160
steps of the journey, more tailored to realize business needs
819
00:47:42,220 --> 00:47:45,770
and the customer experiences that are being seen. And then
820
00:47:45,880 --> 00:47:49,860
again, from an agent experience perspective, continuing to invest in
821
00:47:49,860 --> 00:47:53,760
employees scriptic skills and the right level of proficiency and
822
00:47:53,760 --> 00:47:58,690
using AI through those solution sets and forecasting and scheduling
823
00:47:58,710 --> 00:48:01,910
gain to really maintain the end to end experience both
824
00:48:02,360 --> 00:48:07,420
customer and agent perspective, and then business intelligence within tax
825
00:48:07,700 --> 00:48:11,370
and analytics. So, there's a number of services available and
826
00:48:11,530 --> 00:48:15,820
as part of the customer success and services organization, we're
827
00:48:15,820 --> 00:48:22,030
really focused on quality delivery and those transformational experiences for
828
00:48:22,030 --> 00:48:29,930
the end customer. And those pillars listen and learn, understand,
829
00:48:30,070 --> 00:48:34,540
predicts and act. Because of that, we've created a number
830
00:48:34,540 --> 00:48:37,920
of services, as you can see on this wheel here
831
00:48:38,270 --> 00:48:43,740
ranging from the core contact center delivery requirements and needs
832
00:48:44,060 --> 00:48:47,100
with the solutions we have building upon that with digital
833
00:48:47,280 --> 00:48:50,870
and AI and WEM. And I think as we've articulated here,
834
00:48:51,010 --> 00:48:54,670
those three are at their most powerful when they come
835
00:48:54,680 --> 00:48:59,240
together in conjunction as one. Delivered as a solution where
836
00:48:59,240 --> 00:49:03,210
they can interact. Solutions are able to leverage each other
837
00:49:03,710 --> 00:49:08,450
with the agents managing that experience with the customers, a digital AI
838
00:49:08,670 --> 00:49:13,740
WEMs one. And building upon that in terms of education
839
00:49:13,740 --> 00:49:18,110
needs, the number of services for our partners as well
840
00:49:18,210 --> 00:49:21,000
who we're working with our end customers along with of
841
00:49:21,000 --> 00:49:26,780
course, technical support and more. It's a really comprehensive, full
842
00:49:26,780 --> 00:49:30,150
engagement model that's been built out, particularly with customers. Then who
843
00:49:30,150 --> 00:49:34,550
go to expand upon that with an agile periphery onwards.
844
00:49:34,770 --> 00:49:37,660
With that, for the next phase, I will hung back
845
00:49:37,950 --> 00:49:42,940
to Charlie. Who'll talk through fly. Yeah. Thanks, Neil. And
846
00:49:43,210 --> 00:49:46,140
one of the things I love about your slides, it
847
00:49:46,140 --> 00:49:51,900
is that transformational experiences delivered. Making it real. It's taking
848
00:49:51,900 --> 00:49:54,660
this concept and putting it into practice so that people
849
00:49:54,660 --> 00:49:58,770
can get those benefits. So, fantastic. Thanks so much, Neil. So,
850
00:49:58,770 --> 00:50:01,690
folks, we're coming to the close of our session here.
851
00:50:01,690 --> 00:50:03,920
Let's go back and think about fly. What is our
852
00:50:03,920 --> 00:50:07,770
destination? Certainly, we can't do all this at once, but
853
00:50:07,770 --> 00:50:10,420
it's important for us to set our roadmap. And so,
854
00:50:10,420 --> 00:50:14,450
as we think about engaging our customers, evolving the conversation
855
00:50:14,450 --> 00:50:18,310
and enhancing it with human experience, it all ties together
856
00:50:18,310 --> 00:50:22,490
like this. It's about engaging using AI to predict, to
857
00:50:22,490 --> 00:50:26,420
surface the right content, the right offers proactively, inbound and
858
00:50:26,420 --> 00:50:29,830
outbound across any channel, but we're not done there. We
859
00:50:29,830 --> 00:50:34,130
take the context and pass that forward, and pre- fills
860
00:50:34,130 --> 00:50:37,680
lots and evolve the conversation with voice bot, stat bots,
861
00:50:37,940 --> 00:50:42,640
intelligent applications to self- serve and when needed for the
862
00:50:42,640 --> 00:50:48,130
right opportunity enhance the experience with our human resources, leveraging
863
00:50:48,130 --> 00:50:52,220
like Robin said, intelligent routing to connect each interaction, each
864
00:50:52,220 --> 00:50:56,630
customer with the right resource. Equipping that agent with an
865
00:50:56,630 --> 00:51:01,680
omni- channel desktop, real- time knowledge, dynamically based on the
866
00:51:01,680 --> 00:51:07,640
conversation that's happening, process automation resource and coaching development tools.
867
00:51:07,900 --> 00:51:13,040
And like Robin said, reporting, capacity planning, workforce management, analytics
868
00:51:13,040 --> 00:51:16,270
to tie it all together. And so, really, yes, you
869
00:51:16,270 --> 00:51:19,090
can start with any one of these dots, but it's
870
00:51:19,090 --> 00:51:22,350
important to think about this from a design thinking and
871
00:51:22,350 --> 00:51:26,070
know that it is a holistic experience. And from Genesys
872
00:51:26,070 --> 00:51:29,510
perspective, our interest is not in being a point solution,
873
00:51:29,720 --> 00:51:33,930
it's orchestrating the entire experience. And so like, we've talked
874
00:51:33,930 --> 00:51:36,910
about, we talked a lot about empathy, so it's putting
875
00:51:36,910 --> 00:51:42,440
empathy in action. It's leveraging our platform to create experience
876
00:51:42,440 --> 00:51:46,370
as a service. That's our strategy, that's our story. And
877
00:51:46,370 --> 00:51:48,560
so, I'd like to thank you guys very much for
878
00:51:48,560 --> 00:51:51,330
joining us today. And Josh, I think I'll turn it
879
00:51:51,330 --> 00:51:54,090
back to you. You have some resources to share with
880
00:51:54,090 --> 00:51:58,420
the folks. Indeed I do. So, to wrap up today,
881
00:51:58,420 --> 00:52:02,320
I want to first thank everybody who attended it, as
882
00:52:02,320 --> 00:52:05,450
well as our presenters. So, as Charlie mentioned to wrap
883
00:52:05,450 --> 00:52:07,480
up, I want you to take advantage of the additional
884
00:52:07,480 --> 00:52:10,650
resources that are listed in the resource list just below
885
00:52:10,650 --> 00:52:13,260
the slides. Clicking will open up in a new tab
886
00:52:13,260 --> 00:52:16,840
and these resources expand on today's topic of digital channels.
887
00:52:16,840 --> 00:52:18,020
And we want to make sure you get to take
888
00:52:18,020 --> 00:52:20,840
advantage of that. If you miss out on clicking those
889
00:52:20,840 --> 00:52:23,450
today, don't worry, they will also be in your follow-
890
00:52:23,450 --> 00:52:26,080
up email with the on- demand recording within the next
891
00:52:26,080 --> 00:52:29,350
business day or so. Also as a friendly reminder, we
892
00:52:29,350 --> 00:52:31,090
do encourage you to fill out that survey that's going
893
00:52:31,100 --> 00:52:34,840
to show up here momentarily. We, again, tailor these presentations
894
00:52:34,840 --> 00:52:37,210
to exactly what you, the attendees want to learn more
895
00:52:37,210 --> 00:52:41,290
about with respect to Genesys contact center, et cetera. So,
896
00:52:41,290 --> 00:52:43,200
be sure to fill that survey out as it shows
897
00:52:43,200 --> 00:52:46,920
up here momentarily. And with that on behalf of Charlie,
898
00:52:46,920 --> 00:52:49,690
Robin, Neil, and the entire Genesys team, we thank you
899
00:52:49,690 --> 00:52:54,330
again for joining today's webcast channel surfing, mastering digital channels
900
00:52:54,330 --> 00:52:56,890
for your business. Until next time, have a good one,
901
00:52:57,220 --> 00:52:57,340
everyone.[mktoform form_type="hot" cta_header="ASSISTA À GRAVAÇÃO SOB DEMANDA" cta_button="Assista agora!" cms_hold="RG" cid_id="7011T000001YYWEQA4"]
Conheça os palestrantes
Robin Gareiss
CEO e Analista Principal
Metrigy
Charlie Godfrey
Diretor Sênior
Genesys
Neil O’Donohue
Vice-presidente, Serviços Profissionais
Genesys
