egain digital day 2016 - keynote 2: operationalise digital transformation in customer engagement

March 8, 2016

Customer Engagement in a Digital World

Ashu Roy | CEO, eGain

Why is digital transformation in customer engagement so important

“…digitization is placing unprecedented pressure on organizations to evolve. At the present rate, 75% of S&P 500 incumbents will be gone by 2027. ”

McKinsey & Co, July 2014

Our clients want guidance to quick value in their Digital Transformation efforts

What should we

measure?

What is best

practice?

How do we operationalize?

How do we scale?

What should we do next?

How can I impact the company’s strategy?

How do we guide customers to new digital choices?

Help us build a business case!

Why is it hard to operationalize

Business Goals Member Growth Margin Improvement

Sample Customer Journeys

Medical Decision

Member Onboarding

Billing and Payments

Emergency Situation

Customer Acquisition

Service Impact Areas

Proactive Service

Agent Effectiveness

Agent Efficiency

Member Self Service

Right Channeling

Relevant Metrics % Contacts Deflected

First Contact Resolution

Reduction in Repeat Contacts

Cost per Contact

Member Satisfaction

Reduction in Escalations

Because, digital customer engagement is cross-functional

Welcome to the world of bimodal IT,our favorite Gartner prediction

Broad digital customer engagement platform

Rich, proven out-of-the-box applications

Best practice guidance for agile trial and rapid adoption

Technologymatters

CRM ContentManagement

Call CenterInfrastructure eCommerce

WEB APPS DESKTOPAPPS

MANAGEMENTAPPS

MESSAGINGAPPS

MOBILEAPPS

SOCIALAPPS

Context

Analytics

PLATFORM

eGain CUSTOMER ENGAGEMENT HUB

Digital First

Guided Knowledge

Intelligent Personalisation

Proactive Offers

KnowledgeAI + Personalization

Proactive digital engagement differentiates

Offers Video chat Cobrowse

Knowledge management empowers

Guided

Proactive

Personalised

Federated

Social

Measured

12

ORCHESTRATEManage

Monitor, Govern

INSTRUMENTBig Data

Digital+Voice

ANALYZEAggregateVisualize

INSIGHTNext Best Action

A/B Test

INTERVENEOmnichannelKnowledge

Journey analyticspersonalizes

Why can’t we get value quick

GQV Enablers

AnalyticsCloud DTServices

Agile services

Try+Buy

CloudSecurity #1

Gold and Platinum Cloud

Industry-leading application-level SLA

AnalyticsOmnichannel interaction

Knowledge everywhere

Customer journey

DIY dashboards

Unified analysis & management

Try+BuyNo cost four week production trial

We deliver best-practice solution with your data and configuration in cloud

No commitment

Agile ServicesExpanded APIs

Certified Field Solutions Library

Customer experience design tools

Agile sprints using best practices

40% less time and cost

25% improvement in quality

Certified Field Solutions LibrarySingle Sign-On using SAML, CA Siteminder, and LDAP

Data Extracts for compliance and enterprise BI data aggregation

Widgets to overlay eGain Knowledge content on your websites

Chat Deflection using eGain Knowledge to deflect chats

Secure Chat to transfer customer’s context securely from website

Automatic language detection of emails

Mobile Secure Messaging for customers

Quality review of emails sent out by agents

Digital transformationGuided discovery

Prioritise opportunities

Series of Try+Buy

Test value at each step

CEH platform innovationPersonalised knowledge

AI-reasoning as a service

Content policy manager

Mobile video chat

Theme builder

Accelerate value for our clients

Clean

Current

Cloud

Library of CFS - Certified Field Solutions

Enhanced APIs

V14 is solid. V15 will be GA this quarter

Quality up (S1 incidents down by 90% - V14 versus V11)

eGain ESN addresses security need for enterprises

Customers enjoy improved service level & innovation