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The Year Of The Customer: 16 Customer Service And Experience(CX) Trends For 2016

“Omni Channel Will Become More Omni. There’s the phone, email, instant chat, social channels, smart phones and more. Customers are connecting with companies in more ways than ever

Which channels are right for you? The ones that your customers are using”

More Omni Channel Complexity

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Omni Device As Well

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Connect Digital and Voice

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Is Video Next?

V i d e o C u s t o m e r S e r v i c e B e c o m e s Po p u l a r“Many of us like to talk to people we can make eye contact. It’s not a rare day we see people walking around holding their phones a foot from their face (on FaceTime or Skype) Customers love video in their personal lives, and use it at work, so why wouldn’t customers use it to get customer service help?

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Is Video Next?

Fa c e b o o k L i v e M e e r k a t P e r i s c o p e B l a b

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Messaging Goes Mainstream?

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More Self Service..

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Implies More Progress on KM

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Intelligent Assistants Arrive

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Greater Contextual Awareness

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• 38m used smartphones at least monthly in 2015

• 33m used tablets

• There will be 41m smartphone users and 35m tablet users in 2016

Source: eMarketer estimate

Mobile Dominates

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 OFCOM The Communications Market Report 2015

2013 2014Number of 4G

mobile subscriptions 2.7m 23.6m

Mobile Connectivity

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Service Follows Sales

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Visual IVR

Choose Your Service Choose Your Channel Choose Your Time

Customer experiences greater choice in the workflow

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An estimated 95% of mobile apps in the app store lack an in-app channel for customers to get immediate support

The State of Mobile Service

Source: Based 1.3 Billion devices the Helpshift SDK is installed on over 6 month tracking

1 in 5 Mobile Users Seeks In-App HelpThis number doesn’t even account for the users who encounter a problem and simply leave the app

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Mobile Access

• Knowledge bases must be optimized for consumption using mobile devices.• Unfortunately, 62% of customer-facing knowledge bases and 63% of

employee-facing knowledge bases have yet to make any updates to their KM system to enable access by mobile devices

The State of Mobile KM

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Messenger Goes Mainstream?

“IM could become the platform that replaces the browser… …soon our first entry point for buying things, ordering things, customer service, is likely to be an IM platform with companies bolting into the back end of the messaging experience”

SVP, Strategy & Innovation @ Havas Media

Getting The People Bit Right

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What Are Your Priorities?

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Get The Foundations Right

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Ready For Being Disrupted?

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BG Spawns Agile Offspring

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BG Spawns Agile Offspring

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Constantly Taking The Pulse

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Co-create A Single Workflow

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Move From Listening To Action

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Broaden Your VoC Sources

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More Enjoy ££ Benefits

Reduce Effort - Predict Needs

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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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Ready To Play Our Role

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Ready To Play Our Role