delivering customer service in the cloud
DESCRIPTION
How to Improve Customer Experience While Reducing Costs. Presented by Kevin Paschuck, VP Public Sector at the 2009 Digital Government Institute’s Government Customer Service Conference.TRANSCRIPT
© 2009 RightNow Technologies, Inc.
Customer Experience
Kevin Paschuck
Vice President, Public Sector
December 3, 2009
Delivering
in the Cloud
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Meet Sam
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A.K.A.
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Mr. Directorof Customer Service
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Sam lives in …
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He takes the …
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and enjoys …
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Sam cheers for …
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Sam is Great at …
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Leading People
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But lousy at …
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Customer Service
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contact centerlooks like …
Sam’s
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His websitelooks like …
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when itShould look like …
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to makeMatters worse …
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Infrastructure costs are high
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Samdoesn’t know
any better.
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Sam, meet Diane.
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Ms. Managerof Customer Experience
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Diane also lives in …
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commutes on …
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and cheers for …
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Diane is alsoGood at …
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LEADERSHIP
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but is Great at …
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Customer
Experience
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why?
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She understands…
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3 EXPERIENCES THAT MATTER
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Benefits of Cloud Computing
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The RULES of
business have CHANGED
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Let’s take a look
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WEB EXPERIENCE
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Establish a Knowledge Foundation
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SOCIAL EXPERIENCE
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What is Social Media?
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Social Media uses Internet and web-based
technologies to transform broadcast
monologues (one to many) into social media
dialogues (many to many). It allows
everyone to be a publisher of knowledge
and information, transforming people from content
consumers into content producers.
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Listen and Participate
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Connectand
Engage
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Support Community
Innovation Community
Social Experience Designer
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CONTACT CENTER
EXPERIENCE
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Empower Frontline Employees
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Multi-Channel
Choice
Offer
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Listen to your Customers
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Design Seamless Experiences
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Measure and Continuously Improve
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Cloud Computing
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5 Pillars of IT Transformation
1. Citizen Engagement
2. Cost Reduction
3. Secure Computing
4. Innovation
5. Transparency
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Characteristics
On Demand Service
Shared IT Resources
Dynamic Scalability
Device Independence
Subscription Service
Innovation
Lower Cost / Greener
Running Instantly
Deploy on any Client
Pay for Actual Usage
Benefits
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Private(Community)
The Cloud
Public
Hybrid
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Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Infrastructure-as-a-Service (IaaS)
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Cloud solution must
address security
challenges … starting
point is NIST-853
Moderate
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The RULES of
business have CHANGED
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SOFTWARE as a Service
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Software as a SERVICE
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Results
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Expertise
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Deliver on the Promise
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Thank you
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THANK
YOU!
© 2009 RightNow Technologies, Inc.
Kevin T. Paschuck
Vice President, Public Sector
kevin_paschuck