Winning the Online Retail WarResources and GuidelinesRodney Moynihan - Director ANZ @ Zendesk

Rodney MoynihanDirector ANZ - Zendesk

Why now?Top Trends Driving CX in 2017

Digital disruption and increasing competition

Eroding customer loyalty

High employee turnover

Relationships Are Complicated ...

Trust

Evangelism

Loyalty

Transparency

Empowerment

Responsiveness

Any customer service interaction is 4x more likely to drive disloyalty, than loyalty.

Organisations want Customers want

What's driving the eRetailer and Customer ?

Why Orgs need to get CX right?

SOURCEMaxie Schmidt-Subramanian and Samuel Stern (October 2016):Forrester: Why CX? Why Now? Use Our Infographic To Get Your Executives To Back You

5.1xRevenue growth of CX leaders over laggards

4.5xWillingness to pay a price premium of customers who have excellent versus poor experiences

2.7xThe operating margin for companies with engaged employees

SOURCEAccenture report: Customer 2020: Are You Future Ready or Reliving the Past?

89%Of customers agree that brands need to offer a consistent customer service experience across all channels to keep customers

60%Of customers change their contact channel based on where they are and what they’re doing

A seamless experience is now table stakes

Sophisticated, not complicated

Scales seamlessly from small teams to large

orgs

Elasticity built on a modern

tech stack

Innovative companies think about the entire relationship with their customers

Take Action

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