The name of the contact center management game used to be efficiency and costcutting. Not anymore. Today's companies increasingly recognize that the chances they have to interact with and impress their customers are finite - and hence, must be maximized. This slide deck, from the Avaya Customer Experience Management webinar, explains how experts today advise companies to treat their customers for the best long-term financial returns.

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Is Your Customer
Experience Strategy
Wasting Your Money?
The Essential Executive Webinar Series
Sept. 2013
Watch the Webinar here:
http://bit.ly/1aHHDIj

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Omer Minkara

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Jim Warren

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Linda Dotts

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Jeanne Bliss

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Use the Q&A
window in the
console
Send an
e-mail to
CEM@avaya.com
Ask Your
‘s

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Discussion 1:
What does your Customer
Experience do for your business?
 Generate Growth
 Squander Money
$ $
$ $
$

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The Impact of the Empowered Customer

9. 9Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Changing the
Conversation
Managing Cost Managing Revenue
Focus Interaction Cost Customer Loyalty
KPI Target $12 Cost/Contact $1000 CLV
Goal 10% reduction 1% increase
Translation
$1.20 reduction in Cost
per Contact
$10 revenue increase
per Contact
Total #
Contacts/Year
1M 1M
Year 1 Result $1.2M Saved $10M Earned
Year 3 Result $3.6M Saved $30M Earned
The Changing Customer Conversation
From Managing Cost to Driving Revenue

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Discussion 2:
How does Investing
in Customer Experience
Best Practices Pay Off? $

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Customer Delight = Financial Gains
$(34) $(43)
$(142)
$29 $28
$8
$278
$100 $91
$273
$84
$(43)
$(200)
$(150)
$(100)
$(50)
$-
$50
$100
$150
$200
$250
$300
Best-in-Class Industry Average Laggards
ImpactofCEMProgramsonyear-over-year
revenuechange(in$million),n=252
Revenue Loss Due to Customer Turnover
Incremental Revenue from Existing Customers
Revenue from Net-New Customers
Net Revenue Impact

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Discussion 3:
How Should Companies
Tie Customer Experience Investment
Metrics to Those Metrics
CEOs Care About?

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Prioritize Based on Business Impact
Incremental improvement in Operational KPIs drive successful top line results

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Best-in-Class Measure the Right Metrics;
70%
58%
48%48%
31%
21%
10%
20%
30%
40%
50%
60%
70%
Established KPIs to
measure CEM program
results
Monthly review of the
effectiveness of
customer interaction
channel-mix
Automate customer
interactions through
cross-channel customer
behavioral data
Percent of respondents, n=374
Best-in-Class All Others

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1.Make Customer Experience Management a project with a
budget, a plan, a business case
2.Make an executive accountable for Customer Experience
3.Know your Customers really well
4.Invest in the contact center as the nerve center of your
Customer Experience strategy
5.Change what you monitor and measure to ensure
continuous improvement
Summarizing Today’s Key Points
1. Does Your Customer Experience Generate
Growth or Squander Money For your
business?
2. How does Investing in Customer Experience
Best Practices Pay Off?
3. How Should Companies Tie Customer
Experience Investment Metrics to Those
Metrics CEOs Care About?

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Survey

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for Joining Avaya’s
Customer Experience
Management Webinar
Email your Questions to:
cem@avaya.com
www.avaya.com

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