The Disruptive Opportunity: Enhancing the Digital CX Through Social Messaging

Chris Venus

VP Professional Services

London, November 2018

UNCOMPROMISED

The unique nature of Social Messaging and advancements in intelligent automation unlock the CX/Cost Equation. Finally.

SOCIAL MESSAGING is

THE DISRUPTIVE OPPORTUNITY

WhatsApp daily message volume 3x peak SMS

Peak: 20 billion

Today: 60 billion

User <> Business messaging over Messenger 5x in last 18 months

April 2017: 2 billion per month

September 2018: 10 billion per month

Private

Public

2015 2016 2017 2018

High customer effort leads to high disloyalty

More loyal

More disloyal

Source: CEB

1x positive impactFCR & “moments of wow”

3.93x negative impact

Drivers of Disloyalty● Repeat contacts

● Channel switching

● Transfers

● Repeating information

● Robotic service

● Policies and processes

customers have to endure

● “Hassle factor”

Social messaging easier than phone by 4:1

Days post interaction

15190%

Cu

stom

er ch

urn

1219161311

91%

92%

93%

94%

95%

96%

97%

98%

99%

100% Easy

Difficult

Source: BT

Additional customers churnedSu

rviv

al r

ate

83%efficiency gains compared to web chat

60%+of customer care volume is coming through messaging

Thank you