Fulfilling Changing Customer Expectations with True Omnichannel March 2019
• Customer Experience Benchmark • Business Impact • Case Study: Swedish Rail • 2019 Trends • NICE inContact CXone
2018 Customer Experience (CX) Benchmark Online Survey 2,400 Consumers United States United Kingdom Australia
Preference for chat and other digital channels increased in 2018 while phone is down since 2017 - 2 % 14 % 3 % 5 % + + + 2018 2018 2018 2018 65 53 22 12 2017 2017 2017 2017 67 39 19 7 2018 CX Transformation Benchmark 4 Of the ways in which you can interact with a company during a customer service experience, please rank your top three from the list below. Base: Total Respondents, n=802, US only
Impact Customer Satisfaction by serving up the right channels
Not all channels are created equal 1 1 1 2 2 2 3 3 3 “Convenient” “Quick” “Effortless” 2018 CX Transformation Benchmark 6 Base: Total Respondents, n=2407 global consumers
Artificial Intelligence (AI) is not a customer pleaser … yet 34 6 7 % % % are willing to use already say it makes would like to use bots and virtual assistants it easier to get home virtual assistant to once they get smarter issues resolved interact with businesses 7
Agent-assisted channels are used more often 1,540 Live Call 44% points of contact Email 35% Chat 28% Website 23% 68% 32% IVR 15% Agent- Self- assisted service Mobile App 15% 2018 CX Transformation Benchmark 8 Base: Total Respondents, n=802
Some Customers prefer Self-Service Percentage of customer choosing the channel as one of three preferred self-service options: 50 21 17 % % % You visit the You use the company’s You call and use the company’s website mobile app automated menu 2018 CX Transformation Benchmark 9 Base: Total Respondents, n=802
Channels Impact Customer Satisfaction Text Phone Online Chat 47% 42% 36% Online Chat scores highest satisfaction among all communication channels in the UK! 2018 CX Transformation Benchmark 10 UK data, unweighted Bases
Customers have high expectations. “I expect companies … ” 93% 89% 82% “ … to direct me to the method “ … to provide a seamless “ … to be more proactive of contacting them that experience for me when by reaching out to me to resolves my situation in the moving from one communication provide better service” quickest way” method to another” 2018 CX Transformation Benchmark 11 Base: Total Respondents, n=802
CX impacts your business results … 84% 85% If I’ve had a bad I am more willing customer service to do business experience, I am with a company very likely to that offers me switch to another more ways to company in the communicate future. with them. 2018 CX Transformation Benchmark 12 Base: Total Respondents, n=802
Consumers will reward those who deliver 89 82 83 % % % agree agree agree I am willing to buy more I am willing to go out I am willing to products and services of my way to buy recommend that from that company products or services company to others from that company on social media 2018 CX Transformation Benchmark For each statement, indicate how strongly you agree or disagree. 13 Base: Total Respondents, n=2407 global consumers
Swedish Rail
Web help: A global BPO leader supporting the delivery of Best-In-Class customer experience, partner to NICE inContact 3 PILLARS DRIVING OUR STRATEGY AND EXECUTION 50.000+ people 140+ locations TECHNOLOGY SOLUTION DESIGNER SERVICE PROVIDER ENABLER 30+ Languages Create Value from transformation Be first in the benchmarks Create seamless customer supported experiences 35+ Use artificial intelligence to Transform customer experience Foster usage of new customer Markets automate customer interactions through Omnichannel interaction channels served 15
Swedish Rail was looking for a partner to support its digital transformation program • SJ is a government-owned train operator in Sweden, with 90% market share on the local passenger train market. • One of their key strategic focus areas is the use of digital technologies to enhance the customer experience – ensuring ticket sales and communication can be done as much as possible through smartphones • SJ wanted to transform its customer service, and chose Webhelp as their key partner to support the delivery of a digitally accessible customer service. Several challenges have already successfully been met: Webhelp Solutions SJ Challenges • Deliver a unified customer experience across channels to • Implement NICE inContact as a new omnichannel solution, maximise customer satisfaction embedding their CRM (Siebel) and enabling 360° customer view • Guide customers through the numerous digital innovations being • Launch of smart webchat banners, helping customers help implemented themselves on the digital purchasing journey – leading to a reduction in repeat contacts and ultimately in the closure of one of • Decrease overall cost by reducing the number of calls in the SJ’s helplines channel mix used by customers • Develop a smart FAQ guiding customers to the right contact channels depending on their questions, and customise a dynamic IVR to redirect clients to digital channels when needed 16
With increased engagement, Swedish Rail is becoming one of the highest growth travel brands on Social Media in Sweden Of notifications or messages which do not Of messages are replied to: we are building brand 99% 94% require escalation are replied to within 15 awareness and advocacy by replying to almost all minutes interactions, even the ones which do not ask for a reply Increase in Social Media interaction volume More messages received compared to forecasts – the SJ 35% 25% for SJ as a result since Webhelp started community is more active and alive than ever! handling their messages SAS – Scandinavian Ving Sverige Silja Line Sverige SJ Airlines Total fans 1 269 898 293 453 92 832 70 516 Response rate 94% 89% 66% 94% Relative change in total fans 0.08 % 0.11 % 0.27% 0.74 % Number of interactions per 12.05 46.20 27.65 73.27 1000 fans Avg interactions per 1000 0.16 1.71 2.13 8.14 fans per post 17
How the transformation will progress over the mid/long term Mid Term Transformation • Unify channels with inContact CXOne Omnichannel - Voice, Email, Chat, Social, Backoffice, FAQ, Web, Mobile App r e m o t s u C a l i t g D i • Unify reporting e c n e i e r p x -Secure reporting process, cross-channel unified & analyzable E • Develop digital process - Identify new digital areas to include • 360 Advisor View Webhelp - Introduce a 360 advisor view to better serve the customer inContact CXOne Omnichannel Long Term Transformation SJ Digital Strategy • Transformation of CRM framework - Consolidate interactions with customer profile as key identifier Systems / in CRM redesign Processes / Applications • Automation / AI - Automation of processes, introduction of AI services in media channels used • Digital development process - Secure a sustainable development/marketing processes to continue serve customers in their mobile/digital environments 18
2019 Trends
2019 Top Contact Center Trends and Predictions Text Messaging AI Chatbots Mobile Apps 20
Mobile Self-Service Apps Trend Actions • Refresh mobile experience 43% and Knowledge Mobile Apps will Base have best payoff for • Ensure easy elevation to self-service … of UK live agent customers were investments satisfied when they • Track CSAT used a company’s mobile app to by channel interact 21
Text Messaging Trend Actions • Add messaging customer service – on numbers / 3 handles already Rich text (MMS) in use and social • Manage as messaging 36% fully integrated becomes a service channel of customers rate significant text messaging with • Set expectations channel for a “high” satisfaction on response / contact centers rating availability 22
AI Chatbots Trend Actions • Pick narrow , high-volume use case(s) 34 % Most AI self- • Select specialized service projects AI vendor for use case(s) will fail initially • Architect for failure: … and that is OK! agent elevation, are willing to use bot churn bots and virtual assistants once they • Don’t forget back- get smarter office / agent-assist 23
First and Only Unified Cloud Customer Experience Platform Improve Customer Experience • Unify all resources onto one platform • Get automatic access to new features Increase Business Agility • Scale up and down and change contact flows rapidly • Support multi-sites, disaster recovery, remote agents Reduce Costs • Dramatically improve agent efficiency Reliable Secure Carrier Grade • Pay only for what you use – no hardware/upgrades FedRAMP > 3.9 99.99% PCI Level 1 MOS SLA Uptime GDPR
NICE inContact Named a Leader NICE inContact CXone Ranks NICE inContact Named a Leader in Cloud Contact Centers 1 st in Cloud Contact Center in the Magic Quadrant for in The Forrester Wave Value Index Contact Center as a Service, North America by Gartner Download the Reports www.niceincontact.com/cloudleader
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