CX Architecture: 5 Steps to Transform Customer …...omni-channel customer engagement strategies...

CX Architecture: 5 Steps to Transform Customer Insights

Etech Global Services – Booth #504Workshop | Monday, September 16th

Jim Iyoob, Chief Customer Officer, Etech Global Services

Shawndra Tobias, AVP, Customer Experience, Etech Global Services

Manny Marrero, Sr Manager - Digital Strategy, Get A Room

Jim IyoobChief Customer Officer

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

www.etechgs.com | Confidential 2

• What is Customer Experience • The Only Differentiator - Customer Experience

• Customer Experience vs. Customer Service• Developing your Employees to Deliver Effortless Customer

Experience• Human Intelligence Meets Artificial Intelligence

• Recognizing The Power and Value of Customer Experience Through Human Intelligence

• Case Study• Fun and Prizes – Q&A

Agenda

MISSION

Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

VISION

To make a remarkable difference for each other, our customers, and within our communities.

4www.etechgs.com | Confidential

Nacogdoches, Texas Dallas, Texas Lufkin, Texas Palm Beach, FloridaRusk, Texas

Montego Bay, Jamaica Gandhinagar, India Vadodara, India

Integrity

Valuing people

Team Work

Accountability

Adaptability

Vision

Humility

Communication

Creativity Positive Influence

TeachabilityCourage

24/7/365 · Multilingual

Etech’s Servant Leadership Commitment

JUNE3 Days before the closing of

the Nacogdoches operations, Dilip Barot, Matt Rocco and

the other investors from Etech acquire the asset of the call

center from Bellsouth Saving over 400 much needed jobs

SEPTEMBERIn addition to the headquarters in Nacogdoches, Etech opens its back-office/BPO center in Gandhinagar, India

2002Bell South

made a decision to

divest of its internal call

center in Nacogdoches

Texas

2004Launched

Lufkin center with 325 Seats

and 500 employees

2006Launched

Vadodara, India center with 200

Seats

2008Launched Rusk center

with 100 Seats and 1500 Employees

2010Launched Jamaica

center with 150 Seats and

launched Software and Development

services

2012Launched Dallas center

with 220 Seats

2014Launched Florida center with

150 Seats Etech launched Chat and email product ICE

and software Implementation service

2016Serving 30+

clients & 2000+

employees

2003 2019Etech family reached above 3000 employees and together serving more than 40+ clients

Etech Grew From 400 To More Than 3000 Employees

NO MERGERS NO ACQUISITIONS

Etech’s Journey


6

Customer Engagement SolutionsInbound, Outbound, Chat, Sales,

Service & Tech Support

Etech Technology SolutionsSoftware/Application Development

Custom Reporting, WFM

Etech’s Business At A Glance

Etech InsightsActionable Insights for Total Quality

Management to Enhance Operational Efficiency & Customer Experiences

www.etechgs.com | Confidential


Top Takeaways

• The need for Human Intelligence and Artificial Intelligence in Customer Experience

• Techniques Applied to Improve Customer Experience through Human Intelligence & Artificial Intelligence

• Deliver 360 Degree Customer Experience With Artificial Intelligence & Human Intelligence

Quiz Your Customer Experience Score


1. Does your Quality team include CX SMEs?

2. Are your Quality and Training programs integrated?

3. Do you have less than 20 parameters on your scorecard?

4. Are you linking Quality and CX with corporate objectives?

5. Are you utilizing your customers to define world class CX?

6. Do your leaders seek regular guidance from the QA team to improve results?

7. Can you prove your CX and Quality Program produces an ROI?

8. Does your C-Suite describe your QA program as a “Valued Asset”?

9. Do you leverage your QA results when making process changes?

10. Do you have a closed loop feedback process to improve training?

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No


Results Your Customer Experience Score

How Does Your Customer Experience Measure Up?

> 6 Come see us, we’re hiring!

3-5 How we can help you on your journey!

<3 Your Customer called, talk to us!

Yes

Yes

Yes


1970 1980 1990 2000 2008 2016 2019

Spray and Pray Segmentation Personalization Customization Individualization Internet ofThings

ArtificialIntelligence

Evolution Of Trends


What is Customer Experience?

-Gerd Leonhard

Customer Experience asusual was often good enough

Good Enough is Dead


Why The Hype For Customer Experience

Source: Customer Experience 360: Brand Experience Report


The Only Differentiator - Customer Experience

Product Centric Price Centric Customer Experience

1920s 1990s Now


of companies with the strongest

omni-channel customer engagement

strategies retain their customers

89%of the companies with weak

omni-channel strategies

-Aberdeen Group

vs 33%

Engaging with customer, Revenue per person

-Rain and Co

40%more

Only 5% of marketers believe

they have mastered the ability to predict

the customer journey and truly understand which

of the CX initiatives are deriving value

-VentureBeat

63% of CX pros say their firm maps

customer experiences

-Forrester

63%

Why Customer Experience Is Important


of customers will pay more for a better customer experience

of customers feel that the companies are consistently delivering great services

What Companies Believe Is Not What The Customer Perceives

are frustrated by inconsistent experiences across channels

Source - 2011 Customer Experience Impact (CEI) Report

Source - The ninth annual Accenture Global Consumer Pulse Survey

Source - Helprace


Companies Are Missing The Mark On Experience

51%of Customers

Say more companies fallShort of their expectations

For great experience

67%of Customers

Say their standards forgood experiences are

higher than ever

Why Companies Are Missing The Mark On Customer Experience

Source: Salesforce


Bad Service Is The Main Reason People StopDoing Business With Companies

Over 60% of customers will move to a competitor due to

bad services

Non-personal, automated services

Wait times are, way too long

Staff aren’t, trained properly

Customers feelunappreciated

Source - Helprace


The “Moments That Matter”?

60% Of Customer Interactions are voice.

Source: ITProportal

Whenever there is an emergency orneed for specialist advice – this goes to

83%


Constantly Putting Customer “On Hold” Drives Them To Switch

32% Switched because they’re fed up with speaking to multiple agents

29% Switched because they’re annoyed by incompetent staff

25% Switched because they’re tired of being put on hold


We Have Arrived At The Year Of Humanity

Emergence of People and Culture

Voice Recognition

Chatbot Rationalization

Newly Energized Executives

Customer Journey Expansion

Analytics Expertise Shortage

Customer Experience Dispersion


Effortless Customer Service Is The Best Customer Experience

• Cross functional

• Feelings-oriented

• Attracts + retains

• Across the customer journey

• Defines the customer’s perception of the company

• Keep customers returning

• Benefits customer

and company

• Proactive • Reactive

• Single Functional

• Single point in time

• Problem - oriented

• Resolving existing customer needs

• Delivery of a service before during and post purchase

Customer ServiceCustomer Experience

VS


Development of Employees to Deliver Effortless CX


Is “Being Sorry” Enough?


Harnessing AI to Decode True Customer Sentiments


Recognizing The Power and Value of CX Through Artificial Intelligence

Large knowledge base Evaluate and integrate past observations

Goal directed, focused tasks

Consistent reasoning


Human Creativity and Imagination

Foresight About Future Alternatives and Risks

Adaptive Dependent

Human Intelligence - The Power and Value of CX

Technology represents the HOW of changeHumans represents the WHY of change

Intuition And Emotion


VOC Analysis

Customer Sentiment Analysis

Customer Effort Analysis

Insights for Strategic Decision

Coaching Recommendations:

Insights for Improvement

Training Need Analysis

Play Book & Recommendations

Process Recommendations:

Going Beyond Technology & Data to Reach Human Wisdom

Coach & Develop People


FACT:By 2020, 40% of data analytics projects will relate to CX –Combination of HI & AI

Source: Gartner

FACT:Human Intelligence can not be DIGITIZED or AUTOMATED –making this extremely VALUABLE

Source – Gerd Leonhard


AI in CX – A Myth or Failure?

I’m struggling to make sense of multiple customer data points... I need to create an

integrated view of all this info


I need to prioritize the vital few versus the trivial many actions to improve customer

satisfaction, loyalty, and drive business results

I have a lot of data, but not sure if I’m measuring and acting on

the right things at the right time

I need to create an internal environment that nurtures and sustains continuous customer

experience improvement

My strategy for improvingcustomer satisfaction is not

producing the desired results

I’m required to create a business case to justify

resources needed to achieve meaningful progress

Day To Day Struggle


Listen Like Leaders & How They Have Used AI


AI Is Nothing Without HI


Google AI Thinks Otherwise

0

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Rifle

Shield

Revolver


Human Intelligence Meets Artificial Intelligence

LEVERAGE TECHNOLOGY

LEARN WITH H.I. SCALE WITH A.I. ENGINEERING THE EXPERIENCE

REDUCE AREA OF FAILURESLISTEN – LISTEN - LISTEN

FIX CUSTOMER ISSUES


Big Data Anyone?

1%

70%

of customer voice data is actually understood

of feedback (Voice of Customer) is shared via phone calls by your consumers

1% of actual Voice data of VOC is listened to by companies

29%of other VOC is not fully understood due to different systems or lack of tools to integrate all data together


Visib

leN

ot V

isible

The Iceberg Effect


Do Your Customers Know Your Scores?

How would you rate this interaction?

CSAT SCORE

EFFORT SCORE

% EASY MINUS % DIFFICULT

AGENT QUALITY

Overall QA score/rating for an agent

NPS / CUSTOMER LOYALTY

% PROMOTERS MINUS % DETRACTORS


In Today’s World…

QUALITYSCORE

TAGCALL TYPE

CIRCLECOACHING

AGENTFEEDBACK

LIMITEDINSIGHTS

What questions do you have?


Shawndra TobiasAsst Vice President, CX

[email protected]

936.371.1817

facebook.com/shawndra.tobias

twitter.com/shawndra_tobias

linkedin.com/shawndra-tobias


https://www.facebook.com/shawndra.tobias

https://www.linkedin.com/in/shawndra-tobias-2b73b97a/

https://twitter.com/shawndra_tobias


5 Steps to Transform Your Customer Insights

LISTEN

IDENTIFY

ANALYZE

IMPROVE

PREDICT


Said & UnsaidTraditional Approach - Agent Opportunities

High AHT

Dead Air

Incorrect Hold Cross Sell

Call DispositionsReason for Call

LISTEN


Traditional Approach

Agent Opportunities- High AHT- Dead Air in between- Incorrect Hold Procedure- Reason for Call – Bucketing via call dispositions- Did the agent cross sell / upsell?

Said & Unsaid

Age

nt

Cu

sto

mer

00:00 5:12

LISTEN

www.etechgs.com | Confidential44

Said & Unsaid

Call Recorded Lack of Empathy Self Service

Age

nt

Cu

sto

mer

00:00 5:12

Dead Air

Negative Sentiment Call Reason

Save Attempt

Channel Switch Competitor Mention Cancel Intent

LISTENCustomer Experience Approach


What Works!

Customers DisplayedNegative Sentiment

Interactions lacked agent empathy

Self service Was offered

Avg. Duration of Dead Air

FCR Met

25K 40K 35% 47% 3:20 82%

N = 100K Customer Interactions

LISTEN Traditional QA Insights +

where certain call reason mentioned


Ask The Right Questions

KPI Problem Solving

CompetitionCustomer Effort

IDENTIFY


What Works!

-6% -1% 4% 9% 14% 19% 24% 29%

C: How Do I?Military/Government

Partner EBereavement

Partner DCall to Add Baby

Web Support Walk-ThruCust. Upgrade

Repeat InformationPartner C

C: FrustrationPartner B

Trying to Use MilesRefund

Channel Switch - EmailProactive Guidance - Do Online

Trying to Use CardUnused Credit

Partner - OtherPartner A

Calling to BookA: Effort Driver B

VoucherApply Credit

Paper Voucher/DiscountProactive Guidance - Education

Ask For SaleA: Effort Driver AA: Effort Driver C

16.3

52.1

Avg Rate Opportunity

Confirmed Conversion Ratebased on this sample

ANALYZE

30%

70%

68%

48%

54%

45%

42%

46%

19%

59%

50%

54%

19%

48%

45%

36%

15%

58%

0% 20% 40% 60% 80%

Angela WS3-Jenkins

Reynaldo Nelson

Chaira Ceballos

Dawn WS3-Turmenne

Vielka Alleyne

Winston Archibold

Provide Rebuttal% Ask for Sale% Create Urgency%

48

After understanding what behaviors drive success – We can cross-train agents to improve performance

31%

55%

44%

48%

40%

52%

0% 10% 20% 30% 40% 50% 60%

Average%

Replicate Successful Skills


IMPROVE


Proactive Improvement in:

People:- Agent Performance- Overall Communication- Customer Expectations

Process: - Enterprise Systems- Policies and Procedures- Production and Marketing

Technology:- Self Serve Options- Support Delivery- Service Delivery

Fix What Matters!

IMPROVE


Industry: Subscription Services

Finding 1: When a customer is offered a subscription service that they do not use, Agent use FREE Trial as a rebuttal 90% of the time

Finding 2: 85% of these customers churn within the free trial period

You have a free 90 day trial

I do not listen to lot of Orange Music

Controlling Outcomes

Population Analytics

Predictive Analytics

Prescriptive Analytics

What happened?

What will happen?

How can we make it happen?

PREDICT


APIAI/HI

Structured Data converted intoActionable Insights/Reports

Coaching Recommendations:• Insights for Improvement• Training Need Analysis And

Identification• Agent Handbook

Call Ingestion: Direct API/SFTP

AI or HI Input as Required

Etech Database

Transforming Scores To Insights

=

Data Processing and MappingSQL DB Upload

Client Process Recommendations:• VOC Analysis• Customer Sentiment Analysis• Customer Satisfaction Drivers• Insights for Strategic Decision

API Integration


Effectiveness Rating Evaluated 170k +

calls on scorecard to give detailed output

using AI

Manny MarreroSr Manager - Digital Strategy

[email protected]


https://www.linkedin.com/in/manuel-marrero-952461184/

214-253-6816

https://www.linkedin.com/in/manuel-marrero-952461184/


Getaroom® was created to offer you the very

best values at hotels and other types of lodging

in major destinations worldwide. Getaroom®

was founded by the former CEO and President of

Hotels.com, Dave Litman and Bob Diener,

respectively

We understand that finding the right hotel is

important to you and getting a great value can

mean more savings for you to enjoy your trip.

Who Are We

http://news.getaroom.com/about-the-founders

http://news.getaroom.com/about-the-founders


Etech Relationship

• Started with QA in 2015• RTA, WFM• Fraud• Back Office• Call Center Sales & Customer Service


How GAR uses Etech’s data?

• New Booking/Sales• Customer Service/Rebooking/Retention• Case Study – Sales Behavior Analysis

Goal: 30%

57

MTD Conversion: 29%

25

39

37

73

41

05

32

34

22

33

32

78

34

53

37

63

35

63

40

19

30

76

21

96

35

02

34

27

31

88

31

63

33

36

29

90

22

37

30

82

31

04

30

36

30

38

30

47

25

15

19

97

31

04

31

43

28

37

28

62

31

44

10

92

14

95

15

75

10

09

87

8

14

18

14

09

14

96

15

45 16

29

11

88

10

11

15

25

14

46

13

62

12

65

14

63

10

46

87

0

13

23

12

69

13

44

12

37

12

42

99

0

88

9

13

84

13

37

12

63

12

00

13

11

30%

28%28%24% 28%

30%29%

28%

30%29%

28%

31%30% 30% 30%

29%31%

26%28%

30%29%

31%29% 29%

28%

31% 31%30%

31%30% 30%

0%

5%

10%

15%

20%

25%

30%

35%

0

1000

2000

3000

4000

5000

6000

Non-converted Calls Converted Calls

• Etech filtered the total volume of 168,771 calls using the “ Number of Adult – Verification” Category to determine the potential sales calls

• Total Call Volume Represented in the Graph: 135,495• Total Calls Converted: 39,511


Understanding the Whole Population

LISTEN

58

Isolation Forest - AHT

Average Handle Time (mins)

% o

f C

alls

ab

ove

15

Min

ute

s p

er a

gen

t

*Each individual dot represents an agent

Common (inside the box)Average % of Calls above 15 Mins per agent: 14% -30%AHT: 8.58 – 12 Mins

Anomaly/Outliers (outside the box)

Average % of Calls above 15 mins per agent: > 30%AHT: > 12 Mins


0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

4.00 6.00 8.00 10.00 12.00 14.00 16.00 18.00

Site 1 Site 2 Site 3

LISTEN

59

• Co-efficient Value shows a correlation between the observed outcomes and the observed predictor values. The value of co-efficient is always between +1 and –1. The closer it is to +1 the stronger the correlation.

• This Analysis statistically proves the hypothesis that Asking for Sale, Providing Rebuttals, & Creating urgency are directly correlated to the conversion on an Enterprise Level and can be used to fuel a predictive model

10816

10816

271830%

30%

40%

Crucial Behaviors & Success Probability

Ask for Sale Urgency Objection Handeling

Inner Circle: Total Population

Outer Pieces: Success Percentage

of the Behavior

Co-Efficient Value: 0.9435

Statistical Success Rate: 30%


Coefficient Value: 0.7029

Co-Efficient Value: 0.7152



Behaviors by the Numbers

IDENTIFY

Objection Handling

60

Total Call Volume : 135,495

Sale, 39511No Sale, 95984

54

34

9

10

98

2

16

76

0

14

01

5

15

06

2

24

32

7

15

96

7

27

01

52

18

42

93

48

83

64

49

29%25%

31% 31%32%

27%

Benchmark , …

0%

5%

10%

15%

20%

25%

30%

35%

0

10000

20000

30000

40000

50000

60000Call Outcome - Vendor Wise Analysis

Potential Sales Calls Sold Conversion % BenchmarkVendor 1 Vendor 2 Vendor 3 Vendor 4 Vendor 5 Vendor 6


IDENTIFY

No Sale Break Down – Enterprise Level

61

No Sale Calls Vs Crucial Behaviors – Asking For Sale

Vendor 3 lost $552,000 in

potential sales by not asking for

sale on 80% of the No Sale

calls

Vendor 1 Vendor 2

Vendor 3

Vendor 4

Vendor 5

Vendor 6


The Drill Down

ANALYZE

Vendor 3, 20 %

Vendor 1, 38%Vendor 4, 49%Vendor 2, 50%Vendor 5,,52%

Vendor 6, 59%

Vendor Wise Comparison - Asking for Sale on No Sale Calls

62

Behavior Optimization

Primary opportunity was derived based on the impact that behavior will have on the conversion

Asking for Sale - Impact Bucket

Creating Urgency - Impact Bucket

78%

78%

76%

74%

71%

65%

65%

62%

61%

57%

56%

56%

56%

55%

53%

51%

49%

45%

32%

22%

22%

24%

26%

29%

35%

35%

38%

39%

43%

44%

44%

44%

45%

47%

49%

51%

55%

68%

Kemar Morrison

Tevin Daniels

Adrian Samuels

Tennica Powell

Demar Tomlinson

Shanese Anderson

Lionel Reid

Shelly Whyte

Conroy Field

Akeem Lawrence

Trevaun Hamilton

Matthew Brown

Sydonnie Martin

Cleon Dougherty

Georgina McIntosh

Shekera Bicarie

Malik Thomas

Samantha Campbell

Jardine Lawrence

Ask for Sale

65%

62%

52%

50%

0%

35%

38%

48%

50%

100%

SteveWilliams

SanoyClarke

DeanoMaine

TashayCampbell

SamuelEllis

Create Urgency Didn't Create Urgency


Playbook

ANALYZE

63

Drive Quick Improvement

Creating Urgency functioned as

a successful rebuttal for the top 3 objections

Lowest price rebuttal was successful 23% of

the times when customers objected to the price being offered

2%

7%

7%

15%

26%

36%

2%

3%

8%

13%

23%

30%

1%

3%

4%

8%

14%

19%

Holiday

Stay onPhone

CheckOther

Property

FreeCancellati

on

LowestPrice

Urgency

Successful Rebuttals Against the Top 3 Objections

Consult withsomeone

Rates too high

Call back later


Discounted rates: 198

IMPROVE

64

Drive Quick Improvement - Practical Application


IMPROVE

Rebuttal Tactic Scenario Practical Application 1 Practical Application 2 Practical Application 3

Creating Urgency

Callback LaterWe only have limited rooms left, I do not guarantee for the availability when you call back

Only 2 rooms left and it is possible that you do not find availability when you call back

I would rather hurry up and book before it sells out instead of calling back

PricingWe only have 2 rooms left on this rate and this is the cheapest that I can get

On this rate, I only have 1 room leftI only have 1 room available on the most discounted rate

Consult SomeoneWe have 90% occupancy at the property, I can wait online when you consult with your husband/wife

We only have 2 rooms left, and cannot guarantee the availability while you consult with your husband/wife

Can you quickly consult with your husband/wife, as the rooms are getting booked so quick?

Lowest Price

Callback LaterThis is the cheapest limited rate we are running and you might not get the same rate when you call back

This is the most discounted rate that we have which is for a limited time period and I do not guarantee that you will get it when you call back

This cheapest rate is for very short period and you might not get it when you call back

PricingIt is the cheapest rate that you will get around the entire area

We give 25% discount on the normal rates which is the cheapest that you will get for this room

We give highest discounted rates compare to the normal AARP & Govt./Military discount

Consult SomeoneI can wait over the call when you consult as you might not get the same rate available

This is the lowest rate that you might not get again if you do not take it right now

You would rather like to hurry up and get this lowest rate instead of consulting with someone

Free Cancellation

Callback LaterYou can book it now and call back if you change your plan as it is free cancellation

I would rather suggest you to make the room safe instead of calling back as it is free cancellation

There is no cancellation fee, you can call back if you change the plan and get full refund

PricingI can also offer you cheaper price with free cancellation

You can book the room and cancel it anytime getting full refund if you find cheaper rate anywhere else

This is the refundable rate and you can cancel anytime if you find cheaper than this anywhere

Consult SomeoneYou can also make the room safe and cancel at any time with getting full refund after consulting

It is free cancellation, so you can cancel it without getting charged after consulting

I also have refundable rates specially for you as you want to consult with your husband/wife before booking, you can cancel anytime if you change your plan

23106

24261

26572

30038

34659

29196

30656

32116

33575

35035

$2,163,200

$2,367,702

$2,480,400

$2,593,180

$2,705,797

$2,000,000

$2,100,000

$2,200,000

$2,300,000

$2,400,000

$2,500,000

$2,600,000

$2,700,000

$2,800,000

10001500200025003000350040004500500055006000650070007500800085009000950010000105001100011500120001250013000135001400014500150001550016000165001700017500180001850019000195002000020500210002150022000225002300023500240002450025000255002600026500270002750028000285002900029500300003050031000315003200032500330003350034000345003500035500360003650037000

Current Improvement 5% Improvement 10% Improvement 15% Improvement 20%

Asking forSale

CreatingUrgency

Revenue

65

Predictive Model: Successful Behaviors Increase Revenue

Present Rate

$2,367,702

+5% Improvement

+10% Improvement+15% Improvement

+20% Improvement

$2,480,400

$2,593,180

$2,705,796

By Improving Asking for Sale and Creating Urgency on an

enterprise level by 20% in

the sample set of 44,374 calls, our predictive model forecasted an increase of

$542,597in the revenue

Note: This model is based on the data collected in the month of July. These analysis will be run quarterly to ensure we have enough data to observe any new patterns or see any visible deviations from the last output. www.etechgs.com | Confidential

Service

PREDICT

66

Key KPI & Revenue Impact


Results

33%Revenue Growth

22%Decrease in Hold

Time

31%Additional Call

Handled

2%Increase in Conversion Rate

8%Increase in Effectiveness Score

The 2% increase in conversion resulted in more than $542K in

incremental revenue and is about a 2000 basis point improvement

8%Increase in

Effectiveness Score

2%Increase in

Conversion Rate

3%Decrease in

Cancellation Rate


SO What??!


What Happens When We Don’t Evolve


Top Takeaways

• The need for Human Intelligence and Artificial Intelligence in Customer Experience

• Techniques Applied to Improve Customer Experience through Human Intelligence & Artificial Intelligence

• Deliver 360 Degree Customer Experience With Artificial Intelligence & Human Intelligence


Customer Experience Change – Exponential or Gradual?

The changes are COMBINATORIAL – Human Intelligence and Artificial Intelligence together amplifying on creating a PERFECT STORM of change to customer experience. -Gerd Leonhard


The Crystal Ball has Arrived

The New Way To Work Is to Embrace TechnologyBut Not To Become it.

-Gerd Leonhard


In a world driven by tech…Your people matter more than ever.

Job looks the same butyour customer expectations have changed.

Machine Learning Is Lost Without People


Record your Calls Capture Metadata Define ObjectivesMeasure Effectiveness

Monitor & Evolve Ongoing Refinement

We Focus On CX, YOU Decide ToolsIMPLEMENTATION STEPS

Paper Form Excel

Artificial Intelligence & Human Intelligence

TOOLSVolume, Commitment to Customer Experience

DECIDING FACTORS


Every customer call contains thousands of business-changing data points.

Stop guessing.Start acting.

Visit us at booth #504

Contact: [email protected]

Want a copy of deck www.etechgs.com/presentation

www.etechgs.com/ebook

mailto:[email protected]

http://www.etechgs.com/presentation

http://www.etechgs.com/ebook

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