rtp webinar-acumen-sf-8-4-2016-final deck-fv
TRANSCRIPT
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Panelists MODERATOR:AliciaEspositoContentStrategist,RetailTouchPoints
AnitaConstantinoSeniorManager,Retail/[email protected]
MariaHumphreyDirectorRetailProductMarketingSalesforcemhumphrey@salesforce.com
The Trusted Leader inEnterprise Cloud Transformation
Maria Humphrey
RETAIL PRODUCT MARKETING DIRECTORSALESFORCE
Me2BThe Store
Strikes Back
ShoppingDeconstructed
It’s Time to Reimagine Retail
PersonalizationEverywhere
SuperchargeEmployees
Agile Innovation
© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
The Salesforce Shopper Success Platform
Connected Shoppers(Personalization Everywhere)• Shopper Journeys• Mobile Experiences• Loyalty Management
Connected Stores(Supercharged Associates)• Employee Journeys• Store/Franchise Ops• Assisted Selling/
Clienteling
Connected Service(Supercharged Agents)• Self-service• Integrated Contact Center• Operations Service
RetailAgility(Rapid Innovation)• Shopper Apps• Employee Apps• ERP Agility Layer
Multitenant CloudWorld’s most trusted
Customer Success PlatformWorld’s #1 CRM
Restaurant SolutionsReimagine Engagement
© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
Self-Service CommunitiesEmpower shoppers with a mobile accessible portal and community to get answers and connect with peer experts
Connected Service
Support every shopper anytime, anywhere
Operations ServiceEnsure operational excellence with consolidated help desk support and IoT automation that helps resolve issues before they impact the shopper experience
Integrated Customer CareDeliver personalized service across email, social, web, chat, video, and phone with a unified CRM and integrated knowledge base
The Trusted Leader inEnterprise Cloud Transformation
Anita Constantino
SENIOR MANAGER, RETAIL/CPGACUMEN SOLUTIONS
Leading omni-channel retailers create a 360° customer view by connecting retail systems, examining customer insights, and personalizing engagement
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
Brand awareness is being replaced by personalized brand engagement
• A robust 360 view of the customer allows retailers to remain competitive providing a seamless and effortless customer service.
• Loyalty and customer experience is the fastest way to increased sales, conversion and AOS
Brick and mortar and click and mortar experiences are converging
• Profile based engagement all channels so that every touch point is based on customer intelligence
• Enhanced mobile commerce and social/community initiatives
Customer behavior has evolved • Leveraging brand loyalty with customers to create buzz• Pricing optimized based on customer behavior • Listening and acting on voice of the customer input
Internet of things (IoT) driving new innovations
• Launching new products with interconnected product and services or Internet of things (IoT)
• Proactive engagement, predictive customer serviceCustomer insights drive brand decisions
• Integrating and mastering data with a common hierarchy and attribute definition to achieve true BI analytics, combining Store, Web andMobile data.
• A robust, globally integrated customer profile allows new products a faster time to market
INDUSTRY TREND OPPORTUNITIES
Retailers that score highest in customer service measure customer experience ratings and strive for continued improvement
© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
FORRESTER’S CUSTOMER EXPERIENCE INDEX90 DAY SCORES
CUSTOMERS DEMAND IMMEDIATE, CONSISTENT & PERSONALIZED INFORMATION
• How enjoyable were they to do business with?
Enjoyable
• How easy were they to do business with?
Easy
• How effective were they at meeting your needs?
Meets Needs
They also tend to be the highest revenue performers, outperforming the market by a considerable margin
© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
6 YEAR STOCK PERFORMANCE OF CUSTOMER EXPERIENCE LEADERSVS LAGGARDS AND S&P 500 (2007-2012)
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
A positive customer experience boosts business, a neutral or negative experience can be catastrophic
RISKS OF A MEDIOCRE CUSTOMER EXPERIENCE
92%of consumers form an opinion about a company’s image through their interaction with the Contact
Center
80%of companies believe they deliver a good
customer experience
20%of consumers agree
73%of the Millennial
generation will leave after one bad experience
85%will tell others about
their poor experiences
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
• Service Cloud with CTI, Knowledge, and Chat for seamless service
• Lightning Connect for real-time Interfaces
• Analytics cloud for deeper understanding
Connected Customer Service allows retailers to have information rich customer interactions without having to replace all of their underlying systems
ROBUST SERVICE CONSOLE PULLS DATA FROM POS, WMS, ORDER MGMT, OTHERS HOW IT WORKS
Exceptional experience while reducing time spent on phone/chat by up to 25%
Single, agent optimized, console across all channels
Robust customer centric, multi-channel interaction management
Real-time bi-directional integration allows CRM to be an interactive “layer” on legacy systems that track customers as orders
In 5-6 months, retailers can achieve their business objectives and desired business impacts
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
Solution Enablers Business Impacts (& Metrics)
A consolidated & comprehensive view and management of
customer record while…
Objectives
CTI integration
Speed to solution (8 months)
Robust, clean UI
Live agent chat
Lightning Connect solves for legacy data
360° view of the Customer
Automates “swivel chair processes”
Web & email to case
Omni-Channel Communication
Time Spent on Manual Tasks (↓)
First Call Resolution(↑)
Employee Productivity (↑)
Customer Satisfaction and Brand Loyalty (↑)
Customer Attrition (↓)
Service Effectiveness
Improved Customer
Experience
“Do no harm”
Even better customer experience through….
We offer Marketing Analytics using Analytics Cloud to give retailers insight into consumer behavior and integrated retail data to make smart decisions
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
WAVE ANALYTICS FOR SERVICE CLOUD - RETAIL
We offer Marketing Analytics using Analytics Cloud to give retailers insight into consumer behavior and integrated retail data to make smart decisions
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
WAVE ANALYTICS FOR SERVICE CLOUD - RETAIL
We offer Marketing Analytics using Analytics Cloud to give retailers insight into consumer behavior and integrated retail data to make smart decisions
© 2016 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
WAVE ANALYTICS FOR SERVICE CLOUD - RETAIL
Contact us today to learn more
© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com
Thank you for joining us today. For more information about Connected Customer Service, please contact:
Anita Constantino – [email protected]
Or visit: http://bit.ly/ConnectedCustomerService
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Q&A|Panelists MODERATOR:AliciaEspositoContentStrategist,RetailTouchPoints
AnitaConstantinoSeniorManager,Retail/[email protected]
MariaHumphreyDirectorRetailProductMarketingSalesforcemhumphrey@salesforce.com