get connected 2018 · and profile personalisation’s robotics reimagining world of cx 2018 –2020...

Welcome to

Get Connected

2018Headline sponsors:

09:00 Arrivals & Registration

09:30 Welcome Colin Hay - VP

09:50 Homer Simpson: the key to better Ziba Goddard – Cowry Consulting

conversations with customers

10:20 Customer Case Study Jason Bartram, Ombudsman Services.

10.50 Coffee Break

11:20 Compliance and customer experience – Tony Smith - Sales Director | PCI Pal

The Perfect Match

11:50 Don’t Neglect the Humans Carolyn Blunt - MD, Ember

12:20 Trends, Technology …and Beyond Kristoffer Lundnes - VP Innovation

13:00 Networking & Lunch

Exceptional Customer Experience - People, Process and Technology

Our speakers

Head of Core Consulting Cowry

Consulting

ZibaGoddard

Sales Director

PCI Pal

TonySmith

MD

Ember Real Results

CarolynBlunt

Head of Resource Planning

Ombudsman Services

JasonBartram

VP Innovation

Puzzel

KristofferLundnes

Next speaker:

Jason Bartram, Ombudsman Services

Speech Analytics: a customer case study

Speech Analytics

Current Status

• OS have deployed Voice Analytics since the start of the year

following a successful test drive back in 2017

• Since starting we have recorded some 252K calls across all

of our sectors

• We have implemented speaker separation which allows us to

analyse the language used by our own agents and those of

the consumer

• We have some “out of the box categories” that we can

analyse whilst we are also busy building our own.

Selecting the Team!

Winning Hearts and Minds

We think FAST

F

A

S

T

Fairness

Accuracy

Speed

Transparency

My Eureka supports this

• We are reinventing our QA framework

Good for Consumer

• 80 different vulnerable phrases captured and sorted into

twelve categories

Good for Consumer – Percentage of calls

• 29.1% of all captured calls were potentially dealing with

someone in a vulnerable position

Good for Consumer Quantifying the impact

• We are able to provide a league table in terms of the

percentage of calls on which vulnerability and a company

was mentioned

Good for Consumer Quantifying the impact

• We can drill down on each call/caller and provide real insight

Good for Business

GDPR – A Double Edged Sword

Summary

Think Like an Ombudsman

Next speaker:

Tony Smith, PCI PAL

«Compliance and customer experience: The perfect

match»

Compliance and Customer ExperienceThe Perfect Match

Tony Smith, Sales Director EMEA

• What is the impact of Compliance on the Contact Centre

– Impact on customer experience

– Impact on the agent

• What are compensating controls?

• The main misconceptions around compensating controls

• Descope for compliance

• Summary

Agenda

What is PCI Compliance?

PAYMENT CARD INDUSTRY DATA

SECURITY STANDARD

The challenge across the whole merchant environment

• …who is responsible for the payment gateway

used to take payments online and by phone?

• …and would they know how it’s configured?

Cardholder Present

eCommerce

Cardholder Present

Instore

Cardholder Not Present

Contact Centre

CUSTOMEREXPERIENCE

Conflicting needs

BUSINESS NEEDS

The evolution of customer experience

Source: 2017 Dimension Data Global Customer Experience Benchmarking Report

Broader and centralised

channel access options

Birth of contact centre

2000s

Consistent cross-channel support for

customers, via integrated digital channels

Omnichannel a top priority

2016 – 2018

AI enabled automation via behavioural

and profile personalisation’s

Robotics reimagining world of CX

2018 – 2020

1990s

Traditional call centres

telephone replaced

face-to-face

2010s

Multichannel the norm

telephone and digital improve customers’

channel options and ease of contact

2017

CX – proactive & customised

New trend towards pushed CX, tailored

and enabled by analytics and technology

Telephone-primed CX Digital-primed CX

• Personalisation

• Immediate

• Proactive

• Single agent resolution

• Choice of channel

• You to VALUE their data security as

highly as they do

What Do Consumers Expect?

Popularity of channel type by age group

Mobile apps top choice for those under 34

Telephone preferred for those aged over 35

Source: Dimension Data Global Contact Center Benchmarking Report 2017

• Customer loyalty

• Employee engagement

• IT standardisation / common applications

• Effective cost control

• Risk management

• Compliance

Businesses need?

COUNTING THE COSTS

Source: IBM Security, “2017 Ponemon Cost of Data Breach Study

$2.5 million

United Kingdom

$3.62 million

United States

€3.4 million

Germany Canada

$5.8 million

COUNTING THE COSTS

Source: IBM Security, “2017 Ponemon Cost of Data Breach Study

$1,000,000’s

At least 30-50% loss in direct customer revenue

$100,000’s

To repair your business’ reputation

$100,000 +

For damage control and finding the source of the

breach

$100,000 +

To take legal action

Post Breach Compliance

Verizon: 2017 Payment Security Report

Broken recordings

Complaint handling

Agent training

Other regulation

Expensive

Technically difficult

Affects all calls

Diminished morale

Impractical

Difficult to maintain

Customer care reduced

Pause / ResumeCall Recording

Pause / ResumeScreen Recording

EncryptedVoIP

Telephony

Clean RoomEnvironment

Technically difficult

Inaccurate

Agent training

What are compensating controls?

There are data security risks taking payments by phone and in contact centres…

Common misconceptions around compensating controls

1. These solutions prevent security breaches

2. They are just as good as a complete PCI DSS compliant solution

3. It’s a short cut to compliance

4. Compensating controls are effective in all environments

…are there alternative phone payment options available to merchants striving for security and compliance?

Yes…

DE-SCOPE

“…taking the card payment without handling the card data…”

De-scoping for ECOM payments

What is De-scoping?

De-scoping phone payments for PCI

Summary

• Compensating controls are not intended to fix gaps

• They are a band-aid solution

• The costs to your organisation of a data breach could be significant

• Remove the data from your environment – Yes to Descope!

• Simplify your customer journey for an improved CX

About Us

PCI Pal is a multi award winning cloud based secure payments provider. We specialise in Card Holder Not Present solutions for contact centres.

We have offices in both the UK and North America and are listed on the London Stock Exchange, AIM market under LON:PCIP.

For further information please visit:www.pcipal.comfollow us https://twitter.com/pcipal

http://www.pcipal.com/

https://twitter.com/pcipal

Next speaker:

Carolyn Blunt, Ember

Don’t Neglect the Humans

© 2018 The Ember Group. Registered in England No. 06786292. 46

Let’s Not Neglect the Humans!

Carolyn Blunt FCIPD 27th June 2018


Customer

Engagement

Consulting

Delivering

Change &

Transformation

Executive Search &

Recruitment

Insight &

Analytics

Learning,

Training &

Development

About Ember:We are a business services group providing specialist

management consultancy, analytics, training and executive search.

Our purpose: We’re joined by a shared ethos, of doing the right thing for our

clients, and a shared focus on the customer experience and how

to improve it – with the end goal of increasing value for our

clients.

What we deliver: We help you maximise the value from your customer engagement

initiatives.

Ember GroupWe’re the customer engagement & CX

specialists


Nice to meet you

▪ Managing Director Ember Real Results.

▪ 15 years contact centre operational and L&D experience.

▪ Leading award-winning performance improvement projects for clients focusing on people skills.

▪ Using the latest digital L&D approaches and thinking.


Who has ever considered buying a

new car?


Are you tuned in?

▪ A decline in retail jobs –

the highest since records

began according to British

Retail Consortium (BRC)

▪ Unemployment is at its

lowest for 40 years

▪ We always ‘busy’

ourselves…

Ever feel like the pace of innovation and change is going faster?

That’s because it is.


What does this mean for the contact centre?

Five trends to tune into…

1

2

3

4

5

A decline in jobs involving routine manual and cognitive tasks. By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner)An increase in jobs that require interpersonal interaction, situational awareness and the need to respond flexibly and rapidly to changes in the environment.

Technology will replace or automate some specific tasks within an existing job description – not always the entire job.

A “digital thread”, the ability to link Advisors to ‘just-in-time’ information through sensors and analytics to provide the right instruction or next best action.

More entrepreneurial and flexible forms of work that provide a sense of purpose.


Three C’s

Conscience

Compassion

Creativity


Conscience in the

Contact Centre (or home!)

▪ Giving Advisors a sense of purpose.

▪ Freeing them from process and allowing them to use their judgement to solve customer problems.

▪ Supporting Advisors with Training & Coaching for the framework of ‘ownership’.

▪ Creating a multi-talented, multi-channel Advisor who speaks up, innovates and is valued.


Compassion▪ Listening for what is not said as well as what is

said.

▪ Personalising conversations with common sense.

▪ Liberated language, unforced and free.

▪ Coaching, training and support offered to steer direction and reinforce positive outcomes.

▪ Compassion is reflected in the leadership style and culture.


Creativity

▪ Offer learning content that is outside the normal job/technical/soft skill spheres. For example, curation of interesting TED talks, articles, videos, podcasts on life skills,

hobbies, places.

▪ Make physical exercise part of the daily life – gym equipment

and team sports.

▪ Offer a Learning Hub with devices and relaxing spaces and

capacity plan for them to be able to use it.

▪ Engage front line teams in action learning sets to solve

business problems.


Where are your future leaders coming from?


2 out 3 millennials state their

organization’s purpose is a reason why

they chose to work there.

Only 1 out of 5 millennials in

organizational cultures without

perceived purpose are satisfied at work

Cultural Change


How effective are your blended and digital learning strategies?


Key Points

▪ Employees are pushing for

continuous skill development and

dynamic careers

▪ The ability to learn and progress is

now the principal driver of a

company’s employment brand.

▪ Only 1/3 of Millennials believe their

organization are using their skills

well.

▪ 42% say they are likely to leave

because they are not learning fast

enough.

Source: Deloitte 2017

Skills Development


Learning Opportunities


Micro-learning –minutes at a time.

Digital learning, content curated and pushed or self-directed.

Social learning.

Dedicated learning ‘zones’.

Gamified, rewarded learning.

Clear learner pathways and resources available to address ‘gaps’.

Peer-to-peer coaching, self assessments. Real-time feedback.

Modern Learning Opportunity

in a CC?


Errol is Ember Real Results’ Online Learning platform.

Errol Owl - Overview

• Compliance• Job-specific knowledge• On-boarding support• Soft Skills• Gamification


What can I do as a leader

in a CC?


Not an

arse

Get

shit

done

Know how

to have

fun

Dream

big


Reward & Recognition


020 7871 9797

GIVE US A CALL

LET’S GET DIGITAL

60 Trafalgar Square

London WC2N 5DS

HEAD OFFICE ADDRESS

E: [email protected]

T: @realresults101

L: linkedin/company/real-results-training-ltd

W: www.emberrealresults.com

© 2018 Ember Real Results

THANK YOU

[email protected]

07775 734858

Next speaker:

Kristoffer Lundnes, Puzzel Innovation

Trends, Technology... and Beyond

Trends, Technology …and Beyond

Presented by

Kristoffer Lundnes

Goal with an Innovation department

Strengthen Puzzel innovation capability and culture for innovation

Search to find and generate new revenue sources

Make it possible to think outside the box

Focus on innovation on new and around existing products

Innovation team

Simplified innovation process

Line organization

From:EmployeesCustomersPartnersOwners

…….

Resets every 6 month

Idea!

How to create engaging customer dialogues

…in a world in constant and rapid change

Channel choice

Contact channel preference differs with age groups

Channel choice

Channel popularity by age group

Source: 2016 Dimension Data Global Contact Centre Benchmarking Report

Different channels - different challenges

How patient are your customers?

Short Customer’s expected response time Long

High LowComplexity

The widget concept

1. Core widgets: Standard functionality

2. Partner widgets: Widgets developed by or together with

selected partners.

3. Customer widgets: Widgets developed by or together with

specific customers.

Core widget

Partner widget

Customer widget

Core

widgets

Customer

widgets

Partner

widgets

Puzzel focus areas going forward

Channels (live agents) Self-service

Voice, chat, email, social media, sms

Human interaction

Real-time and non-real-time

Proactive customer service

Knowledge base

Chat enhancements

Chat bots

Puzzel

Self-service channels are increasingly important

Rebirth of self-service through AI and Chat bots

“By 2020, the average person will have more

conversations with bots than with their spouse”

Gartner, 2016

Question:

Who is using chatbot today?

Question:

Who is using chatbot today? planning to use a chatbot tomorrow?

What is a chatbot and why is chatbots a hot topic now

“A chatbot is a computer program that simulates human conversation, or chat,

through artificial intelligence”

• High mobile penetration

• Rise of messenger apps

• Rapid advance in AI technology

Types of dialogue

Change

something

Solve

something

Tell me

something

Informational

Transactional Diagnostic or

Advisory

Bot opportunities

• Bots can answer 24/7

• Bots can handle lots of simultaneous chat sessions

• Bots can be integrated into existing business logic

• Bots can free up time for human agents

• Bots can handle peeks on call centers

Bot challenges

• To achieve a good bot experience a lot of bot training is needed

• Lots of vendors, lots of startups

• Integration is often not out of the box

• Handover to human agent is difficult to deliver seamlessly

• As always challenges introducing new user experiences

ReportsIntegrationsHandover agent

Puzzel Contact Centre Bot Frameworks

Conversational Platform

Generic API

Puzzel Bot features

• With Puzzel bot you can change bot framework as you like

• You can use all bot integrations done by Puzzel

• Puzzel has extensive experience in privacy , governmental

regulatory issues , GDPR, Data Processing Agreements etc.

• Bring your own bot

• Seamless handover between bot and human

• Reporting through existing agent reports

Questions?

Thanks!Kristoffer Lundnes –Vice President Innovation

+47 41915597 / [email protected]

Mashud Ahmed– Innovation Manager

+44 7714 397407 / [email protected]

mailto:[email protected]

mailto:[email protected]

get connected 2018 · and profile personalisation’s robotics reimagining world of cx 2018 –2020...

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