the scope of interaction analytics
TRANSCRIPT
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The Scope & Benefits OfInteraction Analytics
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T h e S c o p e & B e n e f i t s O f I n t e r a c t i o n A n a l y t i c s© Brainfood Consulting 2016 2
CX Has Set New Standards
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The Bar Rises On CX Standards
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“We found that compared to detractors,
promoters are more than five times as
likely to repurchase from a company,
more than five times as likely to forgive a
company if it makes a mistake, more than
seven times as likely to try a new offering
shortly after its introduction, and that
they recommend the company to about
four times as many people”
Why This Matters
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Getting harderto keep up
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The Gap
C o n t a c tC e n t r e s
O t h e rTo u c h P o i n t s
Service DesignSpeed of Innovation
Low Effort Engagement
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How Much Effort?
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How Much Effort?
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Understand Journeys?
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10T h e S c o p e & B e n e f i t s O f I n t e r a c t i o n A n a l y t i c s© Brainfood Consulting 2016
Remains Inconsistent
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Understand Preferences?
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Channel Multiply, Seldom Die
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Priority = Consistency
Unified Channel Mgt Granular Journey Maps
Cross Functional VoC
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Need A Feedback Loop
C o n t a c tC e n t r e s
O t h e rTo u c h P o i n t s
WhatMatters
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C o n t a c tC e n t r e s
O t h e rTo u c h P o i n t s
WhatNeedsFixing
Need A Feedback Loop
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u p s t r e a m d o w n s t r e a m
T h e S c o p e & B e n e f i t s O f I n t e r a c t i o n A n a l y t i c s© Brainfood Consulting 2016
“Has my claim been accepted ?”
u p s t r e a m
LitigationComplaint2+ TimeResolution
MultipleTransfers
1st timeresolution
d o w n s t r e a m
InboundSituation
Is Recognised
OutboundNeed
is anticipated
Need isremoved
A Typical Example
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u p s t r e a m d o w n s t r e a m
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1. Need to phone and find out2. Automated, instant confirmations triggered
at each stage of claims workflow
u p s t r e a m
LitigationComplaint2+ TimeResolution
MultipleTransfers
1st timeresolution
d o w n s t r e a m
InboundSituation
Is Recognised
OutboundNeed
is anticipated
Need isremoved
A Typical Example
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Legacy MI remainsblind to customer experience
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Where Can Analytics Add Value?
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Performance & Quality
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Compliance
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Demand Failure
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Omni-Channel Optimisation
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Service Design
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Voice Of The Customer
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u p s t r e a m d o w n s t r e a m
T h e S c o p e & B e n e f i t s O f I n t e r a c t i o n A n a l y t i c s© Brainfood Consulting 2016