20 Minutes on Desktop Analytics: Driving Engagement and Lowering Customer Effort

1. Desktop Analytics Impact on Effort & Engagement Mike Garner, Cicero

2. • • CHIEF CUSTOMER OFFICER @ CICERO •

3. THE KEYS TO PROFITABLE GROWTH:   

4. Passion Pride Integrity Confidence Customer Engagement - Gallup

5. • • • Gallup

6. Overall, how satisfied are you with our company This company always delivers on what they promise How likely are you to continue to choose, repurchase or repeat your business with our company How likely are you to recommend our company to a friend or associate This company is a name I can always trust This company always treats me fairly If a problem arises, I can always count on this company to reach a fair and satisfactory resolution I feel proud to be a customer of this company This company always treats me with respect This company is the perfect company for people like me I can't imagine the world without this company Human Sigma

7. Grow Belong Give Get Employee Engagement - Gallup

8. • • • • • Gallup

9. Know what’s expected of me Have the tools to do it right Get to do what I do best every day Someone here actually cares @ me Someone here encourages my development My opinion seem to count We’re all committed to doing quality work I have a best friend here Progress discussed every 6 months Recognized in the last 7 days My job matters Our Purpose matters Learned and grew this year Human Sigma

10. OBJECTIVE:   SUBJECTIVE:

11. 96% ‘high effort’ are more disloyal 9% ‘low effort ‘are more disloyal. Predictive Power for High Purchasing CES NPS CSAT Low Predictive Power for Increased Spending “The Customer Effort Score outperforms the Net Promoter Score and customer satisfaction measures in predicting behavior.” – Harvard Business Review High

12. Average Loyalty Score 7.0 5.25 3.5 1.75 0 Below Expectations Meets Expectations Exceeds Expectations Source: Harvard Business School

13. Customer Reporting Service Exceeded Expectations Expectations Exceeded The Cost of Exceeding Expectations (Versus Meeting) +20% More 11-15% More 6-10% More 15-20% More Expectations Not Exceeded Source: Customer Contact Council research. And yet… 20% of Satisfied leave 28% of Dissatisfied stay

14. More Loyal 12% 87% Moments of Wow: Teaching Customer 75% Effort: First Contact Resolution Neutral 219% Effort: +1 Contact to Resolve 342% 45% More Disloyal Source: Customer Contact Council research. Rep: Generic Service 40% 20% 18% Effort: Repeating Info Effort: Perceived More Effort Effort: Transfers

15. Satisfaction Improved Experience with the Rep • Rep confidence • Rep concern • Rep listening ability • Ability of rep to understand customer • Rep understood mood • Service personalization • Certainty of follow through Source: Customer Contact Council Research Reduced Customer Effort Provided “Moments of Wow” • Number of transfers • First contact resolution • Perceived additional effort to resolve • Service organization’s knowledge about customer

16. Loyalty Improved Experience with the Rep • Service personalization Source: Customer Contact Council research. Reduced Customer Effort Provided “Moments of Wow” • Number of transfers • Repeating information • Teaching the customer • First contact resolution • Number of contacts to resolve • Perceived additional effort to resolve

17. • • • • HIGHER EFFORT • PROBLEMS AND COMPLAINTS • HIGH TECH, TRAVEL, LEISURE AND SHIPPING • LOGISTICS & COMPLEX TECHNICAL ISSUES • PHONE, EMAIL AND CHAT • MULTIPLE CONTACT METHODS, REPEATING INFO, X-FERS, CUSTOMERS PUT TO WORK (FORMS, FAXING, ETC…) • • Source: CEB and CCC

18. 1. 2. 3. 4. Source: CEB and CCC

19. Knowledge Management Service Details Customer History Softphone Wrap-up CRM Tasks Websites Disposition Processes Procedures Surveys Internet Product Details Customer Look-up Intranet Salesforce Data Entry Clicks Email Tabbing Siebel Chat Tickets

20. Capture Desktops Laptops Desktop Activities • User Activities • Process Events • Application Data • Network Data Store/Publish Database Web Service Data • Collected in a Database • Shared Network Drive • Publish/Subscribe Analyze Reporting 3rd Party Reporting and Applications Reporting & Analytics • Real time, Historical • BPMS, BAM, BI • WFM, Analytics

21. DESKTOP ACTIVITY INTELLIGENCE™ People Processes Technology How employees actually work Steps, sequence and points of failure System, application usage and responsiveness

22. Simple Claims Process Application Response: Employees wait for screens to refresh while navigating application. Bottleneck: 48% of the Claims are in this step at >21 days. Drill down with Business Process and Data Monitors to find out Why? Training: Employees are not following steps using best practices.

23. Simple Customer Service Inquiry Manual Process: Employee searches 3 different customer databases for status and contract details. Missing Process: CRM not updated consistently after technician completes work. Logical Process: Check x. If y, do z. In that order. Every time. Automation opp for parallel processing, no missed steps & faster Root identification.

24. Current Step Approved Rejected Submit Review Credit Check Fraud Review Number of Claims 4 1 5 5 6 2

25. ANALYZE Sales Service Support Collections Customer ID Order ID Order Type Order Value Payment Method Account ID Account Type Customer ID Status Disposition Code Comments Case/Ticket # Case Type Case Status Case Severity Customer Status Warranty Status Purchase Channel Customer ID Status Response Outcome Follow-up Action Promise Date Promise Amount Dollars Collected Forecast Date Forecast % Trading Public Safety & Security Mask/Mute Credit Card Info. Mask/Mute Credit Card Info. Insurance Healthcare Policy Number Claim ID Claim Status Claim Value Date of Accident Duration of Claim Policy Effect. Date # Lines of Business Claims History Account ID Patient Name Physician Name Diagnosis Insurance Coverage Mask/Mute Patient Private Info. Order Type Share Quantity Customer ID Portfolio Type Stock Symbol Order Source Share Price Order Amount Incident ID Incident Type Incident Location Incident Severity

26. ANALYZE First Contact Resolution Cancelled Accounts Cancelled Orders Handle Time Optimization Call Types Call Processes Multiple Transfers & Holds Long Holds Sales Acceleration New Orders Upsell Attempts Credits Issued Incomplete Sales High HT & No PTP Instant Payments Late Fees Waived Quick Hang Ups Customer Defection Automated Interaction Assembly Repeat Calls Collections Optimization PCI-DSS Compliance

27. The workstation is a gold mine – for measuring GET, GIVE & EFFORT Capture practically any business data or action for more surgical process improvement - even across users and departments Tag specific work processes for task time measurement and bottleneck isolation Capture specific customer intent, data changes and account actions for Big Data /marketing input Define workflow and other milestones

28. • • FROST & SULLIVAN 31

29. • • •

30. • • • • • WWW.CICEROINC.COM

20 Minutes on Desktop Analytics: Driving Engagement and Lowering Customer Effort

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