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• 10:00AM – Welcome – Opening Remark

• 10:30AM – Demo of Latest Updates

• 11:00AM – Lightening Talk

• 12:00PM – Lunch

• 12:30PM – Metrics that Matter

• 1:00PM – Lightening Talk

• 2:00PM – Break

• 2:30PM – Special Guest

• 3:45PM – Closing Remarks


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Omnichannel Retail CX Strategies

Personalization and Relevancy…it’s not exclusive to Marketing

Customer Care Associates = Content• Empower your agents with what they need… when they need it

Know your customer wherever they are in their journey• Identification, progress and intent


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Use Customer Insightsto Drive Down Customer Effort

Source high value engagements to associates while leveraging deflection for low value interactions

Agent experience is as critical as customer experience• Usability as a practice for Oracle Service Cloud


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Commitment to Lifetime Value

Customers engage with brands NOT channels (phone vs social… stores vs ecommerce)

Eliminate concerns over channel proliferation

• Mitigate risk over consumers’ ever-changing behavior

• CRM side CTI breaks down channel barriers… meet customers when and where they choose

Standardize and leverage unified Incident Management and Knowledge Content• While leveraging external data inside Oracle Service Cloud you can tightly integrate with Knowledge and Incident Management

Utilization, Adoption and Value (UAV)


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Key Areas of Impact on Your Business

Improvements to onboarding and retention

Training time reduction (with more focus on Soft Skills)

Shorter time to reach proficiency… reduced churn out of training


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Management of Disparate Staff Groups (BPO, at Home)

Targeted automation / Curated Content

Mitigated compliance risk


You don’t train customers how to check out on your website


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EfficienciesOngoing and significant Average Handle Time reductions

Reduction in your Customer Effort Scores


Occupancy increases when leveraging Universal Queue

Improvement to Average Speed of Answer (across channels)• Increased conversion

- Phone Sales- Chat Conversion Influence


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APPROACH

Optimize

Phase 4 – OptimizeOmni-Channel

Blended AssociateAt-Home Associates

Phase 3 – Enable Chatand Email Routing

Deploy Universal Queue RoutingImprove Upon Associate & Customer Experience

Phase 2 – Optimize andLaunch Additional Use Cases

Improve Upon the Associate & Customer Experience

Phase 1 – Lay the Foundationand Get Quick Wins

Enable Integrated Voice and Associate ExperienceStreamline Customer Identification, Intent & Progress

Enable Real-Time Customer Data Integration

TACTICS

• Continue to Iterate and Optimize• Possible Through the Foundation Laid

• Unlock Universal Queue• Drive Occupancy• Remove Channel Barriers When Building Customer Journeys• Keep Your Best Associates Busy

• Route All Interactions Through the ACD• Perform Associate Observations and Make Tweaks to Associate Experience Based on Findings

• Perform Associate Observations and Make Tweaks to Associate Experience Based on Findings• Implement Streamlined Use Cases (Promotions: Step1)

• Voice Interaction Control in OSvC (“Bring Voice Into the CRM”)• Automate the Customer Identification Process• Align the Associate Experience with the Customer’s Intent• Avoid Data Migration by Using Real Time, Customer-Specific Integrations (Astute Manhattan)


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What’s New?


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What’s New?

The “Experience Cloud”

• All New Admin Interface

• New PopFlow Activities

• More Automation and Control and Flexibility

“The Experience Cloud allows administrators to design amazing agent experiences because the best agent experiences lead to the best customer experiences “


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DEMO


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Lightening Talks


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What is “Lightening Talks”?

It sounds way cooler than:“Group Discussion on the last presentation”


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That MatterMetrics


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What Metrics do you use?


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QA Scoring AHT FCR Service Level Shrinkage Occupancy

75 - 90% 6 Minutes, 3 Seconds 70 -75% 80% in

20 seconds 30% 83.3%

What are industry standards?


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How can we have an impact?


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Why do these Metrics Matter?

Cost Avoidance Cost Savings


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Lightening Talks


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Why two “Lightening Talks”?

Although Improbable, it is Possible:“For Lightening to Strike Twice”


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Modern EngagementImplementing

Channels


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Digital Technologies to Enhance Your CX Platform


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Conversational IVR

The Integration Of Modern Engagement Channels

Serve Her Shopping Experience in New and Multiple Ways

Leverage AI Integrate Intelligent Voice Assistants/Automated Chat Bot Deliver Differentiated Customer Experience Make Social The Anchor Of Your Brands Customer Experience

Chat Bot SMS Messaging

Cobrowse

Live ChatSocial


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Increase Customer Satisfaction

Increase Customer Retention

Increase Market Share

Improve Your CX and Business Metrics

Conversational Commerce

Create Personalized Offers

Implement Personalized Experiences

Increase Customer Spend

Increased Operational Efficiencies

Specialize in Customers’ Preferences

Increase Customer Engagement


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Thank You.

conﬁdential and proprietary information | not ... · agent experience is as critical as customer...

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