1 0 P r e d i c t i o n s

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1 1 0 P r e d i c t i o n s

2 #1 C o m m u n i c at i o n P r e fe r e n c e s

3 Decline in Voice Calls On Smartphone

4 New Channel Investment

5 Telephone calls are an interruption made at the convenience of the caller Asynchronous communication makes it easier to schedule a response at a time convenient to the responder

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7 Ilphaz Khan, 24, communicates via voice text with a family member on WhatsApp at a New Delhi railway station

8 Amazon s 2017 Alexa Portfolio

9 #2 A I g e t s b a ke d i n t o eve r y t h i n g

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11 M a n y S t r a n d s o f A I A r e R e l e v a n t T o C u s t o m e r E n g a g e m e n t

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13 Surfacing what s relevant to improve operational customer service efficiencies, personal effectiveness, service responsiveness

14 #3 Au t o m at i o n

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16 HMRC automated opening case numbers for advisers so they don t have to search the database Reduced handling times by 40% Reduced processing costs by 80% Source: igov News, HMRC to become a government leader on automation software, September 27, 2016,

17 #4 A I fo r s e l f s e r v i c e

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19 We consciously and subconsciously assign character, intent, and warmth (or lack of) to our interactions with inanimate objects from the ATM to our computers

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21 Replace Help/Support/FAQ and Contact Us pages on a web site with a virtual assistant Leverages existing assets Fewer control/ownership web site issues Overcomes poor SEO/signposting Has immediate impact on live assistance

22 #5 A I fo r h u m a n a s s i s t

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24 The Call Is Urgent The caller-id was associated with her account She has been a customer for 10 years but hasn t called the rescue line once Other customers with a similar profile to Lily call only when they really need help The weather in Lily s home city is cold enough that she could risk hypothermia if she is stuck without heat for too long

25 The Need Is Met Collaboratively Advisor s screen updates with a map of the area where customers is stranded Virtual assistant listens to the towing request (keyword) and shows nearest tow truck Customer is unsure of exact location. VA promotes advisor Send customer photo of local landmark? Advisor suggests this to customer. VA acts on prompt and sends image. Customer confirms. VA updates map Advisor says that she ll send a tow truck. VA hears this and sends details of the job directly to the tow truck driver, then displays an estimated wait time on the advisor s screen Source: Vonage

26 #6 C o l l a b o r at i ve C u l t u r e

27 3 cultures Adherence climates Advisors rely primarily on company policies and procedures when making decisions Individual-judgment climates Advisors rely on their own personal experience and judgment to make decisions Network-judgment climates Advisors rely more on advice and guidance from colleagues to inform their own decisions Source: HBR Global, online survey of more than 7,500 service reps from across 38 different companies % 12% 35% W h i c h p e r f o r m s b e t t e r?

28 1. Adherence climates 2. Individual-judgment climates 3. Network-judgment climates 50% better A s m e a s u r e d i n t e r m s o f c u s t o m e r e f f o r t, c u s t o m e r s a t i s f a c t i o n, a n d p r o d u c t i v i t y

29 The average issue that makes it through to live assistance is more complex and far less predictable In this environment, it s hard to provide them with a script or checklist for every possible situation Why? Instead, with new and unique customer issues coming in every minute, it makes more sense to empower reps to leverage their peers wisdom, experience, and lessons learned.

30 #7 O m n i - C h a n n e l (In)consistency

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32 Ignored % of answered queries

33 Failed FCR % of answered queries accurately

34 As a customer, how would you react to the difference in service responsiveness? One airline answered on Twitter in 23 minutes, but took over 4 days to answer the same query on

35 As a customer, how would you react to the difference in service responsiveness? More than a quarter of UK customers chose to take their business elsewhere or spent less with a company in 2016 due to bad customer service at a cost of over 37 billion S o u r c e : C o n s u m e r A c t i o n M o n i t o r O m b u d s m a n S e r v i c e s

36 M o b i l e #8

37 Laptop v Smartphone - UK Time Spent

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39 M o b i l e O m n i - C h a n n e l O p t i o n s Channel Preference Situation IVR Contact Centre Visual IVR Non responsive Web Site Responsive No CS* App CS* App Messaging Platform Identity Mgt Secure access Personalisation Proactive Known events Unknown events Self Service Information Application Transaction Live Assistance Complex Emotional Nurture

40 #9 G D P R A r r i ve s

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42 Businesses may treat personal data as an asset loaned to them, rather than an asset owned by them If EU personal data is an asset to your business, it is one with a protected status and it is not owned and tradeable on a par with other business assets

43 What we know What we could learn Big data T RU S T

44 GDPR Accredited Organisations can only use contractors and subcontractors that prove their GDPR compliance Contact Centre Implications Question How will this change the way you choose and verify they are and remain GDPR compliant? How is GDPR compliance reconfirmed across your value chain when things change such as new campaigns, infrastructure upgrades and product launches?

45 Are we ready? Being competent in GDPR compliance means being able to self-assess as follows: Does this information amount to personal data in terms of the GDPR or not? Does this action of mine amount to GDPR data processing? Am I the GDPR controller of this personal data, or not? If I am not its GDPR controller, am I its GDPR processor or am I a third party? Is this way of using personal data tantamount to profiling in terms of the GDPR?

46 #10 D at a & A n a l y t i c s

47 Predictive Analytics Omni-channel analytics Voice Of Customer Speech/Text Analytics