customer strategy & planning 2016

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Breakthrough PerformanceFurther, faster, together

#ForumConf

Customer Strategy & Planning 2016

Welcome to Stratford upon Avon

25th and 26th April 2016 Shakespeare 400

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Insight Showcase

Before we start

Introduce yourselves on your table

What made you interested to come to

this session? What are your questions?

Showcase Presentation

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Insight Showcase

3

-Ian Robertson-

Customer Contact SpecialistThe Forum

Session Chair

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4

Continuous Improvement

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#ForumConf

The Age of the Customer

QualtricsIan McVey

Head of Enterprise Sales, Northern Europe

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Customer Planning & Strategy ForumIntroduction to Qualtrics

Ian McVeyApril 25th 2016

SM

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Old Model New Model

Your brand is what

you tell people it isYour brand is what your

customers experience

Partial CX Ownership:

Customer experience built

on someone else’s

“expertise”

Full CX Ownership: Customer

experience built on internal

competencies and your best

practices

The Age of the Customercustomer expectations are increasing and their voice is louder than

ever

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CX Leaders

Outperform

the Market8-year Stock Performance of Customers Experience Leaders vs. Laggards vc. S&P 500 (2007-2014)

0%

20%

40%

60%

80%

100%

120%

Customer Experience

Leaders

S&P 500Index

Customer Experience Laggards

107.5%

72.3%

27.6%

Cu

mu

lativ

e t

ota

l R

etu

rn

CX Leaders Outperform Laggard By

79.9%

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Brands & Organizations

8.5K+

of the top 100 business schools

99

Users

2.3M+

Used In

Countries

75+

The World’sLeadingInsightPlatform

PROVO / USA

LONDON/UK

DUBLIN / IRL

SYDNEY / AUS

SEATTLE / USA

DALLAS / USA

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10

©2015 QUAL

©2015 QUALTRICS LLC.

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The Qualtrics Insight Platform

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Cloud based SOA to help collect, analyze and act on research

data in the most reliable, scalable and secure way.

The Qualtrics Insight Platform

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+13 PointsNPS INCREASE

$300MANNUAL SAVINGS

10 Years JD POWER AWARDS FOR

CUSTOMER

EXPERIENCE

$100MANNUAL INCREMENTAL

REVENUE FROM CX

GAINS

Using A/B testing of new

touch points, new questions,

new surveys, and new ways

to reach their passengers,

JetBlue’s improved CX

increased NPS dramatically.

Using Qualtrics, JetBlue

combined relational data

(brand purchase drivers) with

transactional data

(experience and satisfaction)

to pinpoint their biggest

impact areas and save costs.

Customer satisfaction, net

promoter score, market

research and operational data

combine to create award

winning customer

experiences for JetBlue.

In calculating the ROI of their

program, they’ve attributed

nearly $100 million in

increased revenue to

delivering a better customer

experience.


JetBlue Switched to Qualtrics and Increased NPS by 13 Points in One Year

JETBLUE + QUALTRICS

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360 Impact EMPLOYEE ENGAGEMENT

DRIVES BUSINESS

RESULTS

91%PARTICIPATION RATE

Teams are up to 30% more

productive, have one third

less turnover and 62% fewer

safety issues. “We quantify

how measuring employee

engagement over time

impacts business results.”

7,774 surveys, 12,031

comments, and 400+

manager scorecards.

“Qualtrics makes it easy for

our dashboards and metrics

to be accessible and

digestible for the right

audience.”


Tesla Accelerates Employee Engagement and Disruptive Innovation with Qualtrics

TESLA MOTORS + QUALTRICS

AwardsEMPLOYEE

ENGAGEMENT

RECOGNITION

Tesla was recognized as “The

Most Innovative Company in

the World”. “Every Tesla

employee feels a strong

connection to our mission and

purpose. This is the magic of

employee engagement.”

11,000EMPLOYEES FROM JUST

400 FIVE YEARS AGO

Tesla’s organization is growing

fast. This makes each year

more complicated than the last

to run employee assessments.

Using Qualtrics, Tesla delivers

sophisticated assessments with

actionable results in real-time.

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$3 Billion HAIR CARE BRAND

TRUSTED TO

QUALTRICS

30%INCREASE IN PRECISION

10XINCREASE IN SPEED

AND AGILITY

GROWTH IN REVENUE AND

MARKET SHARE

Qualtrics fast-turn research

capability enables P&G

researchers and scientists to

improve and validate every

product and marketing

initiative in real-time to ensure

they meet consumer needs

prior to market launch.

Because the Qualtrics

platform is device agnostic,

participants can complete

surveys on their mobile

phone, tablet or computer.

This flexibility increases study

compliance and precision by

30 percent.

From sophisticated surveys

that are easy to program to

faster survey load times to

offline data collection,

Qualtrics enables P&G to

complete the right research in

the right way in less time than

the competition.

P&G’s partnership with

Qualtrics continues to help

create an unrivaled product

innovation pipeline and

continuously design better

products that delight

consumers and create

profitable share growth.


“Wrong decisions can cost millions.Qualtrics helps us get it right.”

PROCTER & GAMBLE + QUALTRICS

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#ForumConf

Thank You Ian McVey

Head of Enterprise Sales, Northern Europe

Qualtrics

16

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#ForumConf

Engagement Optimisation Through Customer Journey AnalyicsChris Thomas

Sales Director

CallMiner

Chris Thomas, CallMiner UK

Proprietary & Confidential, CallMiner Inc.19

ENGAGEMENT OPTIMIZATION / ANALYTICS

Recognizing industry evolution

multi-channelomni channel/

channel agnosticphone support

Interaction analyticsengagement/journey

analyticsspeech analytics


JOURNEY ANALYTICS – AN EXAMPLE

visits

website

calls

contact

center

sales emails

information

sales calls

back

purchases

product

posts about

experience

increasingly,

commerce is being

driven by multiple

touch customer

journeys

30% post about their experience

on social media45%

interaction

survey

positive

experiencenegative

experience


ENGAGEMENT OPTIMIZATION – CALLMINER DEFINITION

• Discover the optimal path to increase speed and rate of positive outcomes

A1

greeting

B1

B2

B3

?

A2 A3

B4

?

positive

outcome

negative

outcome

A1

!


• Expanding to the journey…ENGAGEMENT OPTIMIZATION

positive

outcome

negative

outcome

engagement

objective


CUSTOMER JOURNEY ANALYSIS – INDIVIDUAL CUSTOMER VIEW


CUSTOMER CARE

SALES

MARKETINGbrand / NPS / lead gen /

customer experience

FEEDBACK / INSIGHT

source for positive / negative customer

experiences (agent, product, policy)

feedback on lead quality,

campaign & messaging effectiveness,

customer/competitor intelligence

cost reduction / efficiencies /

resolution

revenue / sales effectiveness /

compliance

THE VALUE OF CONTACT CENTER DATA

What happens in the contact center matters to marketing


SENTIMENT ANALYSIS – COMPARING SENTIMENT

Proprietary & Confidential, CallMiner Inc.

Interaction Analytics

(With metadata) Transcription

& acoustic

measurements(redacted)

Use case specific

Automated Categories

Compliance,

behavior and

targeted coaching

insight

Use case specific

scoring & tracking

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#ForumConf

Customer Strategy & Planning 2016

Welcome to Stratford upon Avon

25th and 26th April 2016 Shakespeare 400

customer strategy & planning 2016

Documents