04 cx day - intelligent customer service - microsoft- liam mcdwyer

1 Drivers for change in Customer Experience

2 Responding with Digital Transformation

3 Defining Intelligent Customer Engagement

4 The Future

Only 14%of consumers believe it’s a lack of

technology that’s the cause (the majority said they think

brands just don’t care about customer satisfaction).3

4 in 10 customers want even more

digital interaction methods than what brands are

providing.1

90% of consumers expect consistency and

continuity from a brand across channels.2

1. Customer 2020: Are You Future-Ready or Reliving the Past?

2. Aberdeen: Empowered Customers Demand a Seamless Experience

3. Economist Intelligence Unit Creating a Seamless Customer Experience

Customers use 2.7 channels during the process of single inquiry, on average.

Battle fatigue, induced by

context switching, results in less productive agents who

are less apt to make a human connection with their

customers.

Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by

Forrester Consulting on behalf of Microsoft, December 2015

Only 4% of companies can solve a typical

customer inquiry with a single desktop application.

Intelligent Customer Service – the new marketing

of consumers use web self-service to find answers

76%

Customers are

57%through the buying process

before they talk to the supplier

Forrester , Customer Experience Drives Revenue Growth, 2016

http://blogs.forrester.com/harley_manning/16-06-21-customer_experience_drives_revenue_growth_2016

https://www.forrester.com/report/Customer+Experience+Drives+Revenue+Growth+2016/-/E-RES125102

Sell products, services and outcomes

Relationship, Customer lifetime value

“Uberization” of resources

IoT to detect and drive action

Omni channel – is it finally here?

Seamlessly move between

channels

Same customer experience

on any modality

True customer 360

Intelligence

Customer centric

Mobile \ Social \ Location

My cable TV is broken..

Where is all going?

chatbot - a computer program designed to

simulate conversation with human users,

especially over the Internet.

machine learning allows computers to

learn and find hidden insights without being

explicitly programmed where to look

Customer Engagement with Dynamics 365

Download our eBook

https://www.microsoftmahdollista.fi/materiaalit/#strateginenasiakaspalvelu

Liam.mcdwyer@microsoft.com

Jani.Savolainen@microsoft.com

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