Customers have more challenging expectations

We all have to provide an Omni-channel experience and the choice of channel is theirs to make

We are all expected to know each customer, to recognise them and proactively support their experience

Developing the future for customer contact

Proactively provide self-serve capability to remove unnecessary complexity and contact points

Improving your ability to deliver appropriate solutions for all customers, first time, in their choice of channel

Improve your visibility of the end to end customer journey, and take proactive steps to prevent failure

What does this mean in real terms

What are current customer trends

Maintaining a Human Element

Attrition higher amongDigital Natives

Security and PrivacyTop of Mind

9/1053%79%

Source: The Digital Tipping Point (Source Verint 2018)

A digital future

Source Verint research – Digital tipping point 2016

£

Empower Customers

Improve Efficiency

Deliver Value

Build Loyalty

Introduce self-serve solutions

Improve your ‘Right First Time’ capabilities

Reduce your cost of failure and grow revenue

Improve customer experience to develop long-term loyalty

Digital Ambitions… …are they really new thinking

Keep the plan simple, as business needs haven’t changed

Remove the need to call

Provide

Get it right first time

Promote

Extra Care when needed

Proactive

Resolve Complaints Promptly

Professional

Commodity Call

Sales / Help Call

Dissatisfied Contacts

Complaints

Developing a Pro-active Framework

Digital can be a vital step in

proactive journey

management

Manage the Gap People firstBe aware of Silos

Watch outs when building the Digital future

Cost to Serve Cost of Failure

The Right Balance – Understand Cost to Serve vs Cost of Failure

As Contact Centres we are the Customer’s voice

Keep it Simple Be a passionate

advocate Factual challenge

Build a journey for colleagues that moves a Customer Experience role into a career choice rather than what is left…

Customer Driven Solutions

Relentless Challengers

Engaged Colleagues

Be passionate and deliver through…

Attraction & Onboarding

0 - 90 Induction

Clear Development Framework

Talent Retention

Building an engaging framework

Develop an Engaged Workforce

Recognition & Reward

Learning & Development

Feedback & Communication

SharedValues

We will do this through engaging our teams to

Show Personality Reach PotentialBe Passionate

Build a journey for colleagues that moves a Customer Experience role into a career choice rather than a default position…