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1 Drivers for change in Customer Experience
2 Responding with Digital Transformation
3 Defining Intelligent Customer Engagement
4 The Future
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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
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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.
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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
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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
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Sell products, services and outcomes
Relationship, Customer lifetime value
“Uberization” of resources
IoT to detect and drive action
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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
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My cable TV is broken..
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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
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Customer Engagement with Dynamics 365
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Download our eBook
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