By Stew Bloom Chairman & CEO Aspect

1. De
Executive Customer
Contact Exchange
Trump National Doral Miami
17th – 18th October, 2013
October 17th
Miami, Florida
Welcome to the Executive Customer Contact Exc
Balancing The Delivery Of A Consistent Multi-Channel Customer Expe
The Needs Of Your Shareholders
Stew Bloom
Chairman & CEO
2013 Executive Customer Contact Exchange S
CHAIRMAN
Mike Ashton
Managing Director
ABCG Training & Consulting
Specializes in helping clients drive
commercial value from their
investments in brands and customer
experience
Has had senior roles at Procter &
Gamble, Johnson & Johnson and Hilton,
where he was the CMO
Jasmine Green
VP and Chief Customer Advocate
Nationwide Insurance
Previous Chief Customer Officer of the year
30,000 employees, with more than 16 million
policies in force
Serves as a champion for customers across
the entire range of
Nationwide’s business lines
©2013 Aspect Software, Inc. All rights reserved
Teresa Laraba
Senior Vice President Custom
Southwest Airlines
Extends the same concer
caring attitude for employ
with external customers a
With Southwest Airlines s
The worlds largest low co
more than 46,000 employ
rev: Mar 2013
Brian Brueckman
SVP of Customer Service
T-Mobile
Responsible for customer care in the
eastern region - 5 inbound contact
centers
$150M annual budget and 2500+
employees
Headed training program
Ron Essig
SVP, Global Owner Services
Marriott Vacations Worldwide
Average Owner satisfaction score of 94%
79% Associate Engagement score - in the
Global Best Employer category by AonHewitt
2013 Stevie® Award for Customer Service
Company of the Year
Doug Sash
SVP Customer Care
Experian
Restructured operations t
focused on customer exp
retention, agent efficienc
generation
Responsible for over 1000
contact centers
Recently launched one ne

2. Smartphone penetration
in the US reached 50%
in February 2012.
By 2016, more than 60% of inbound
customer service interactions are likely to
come from devices other than landlines.
WE BELIEVE…
The Role of the
Contact Center Has
Changed Forever.
©2013 Aspect Software, Inc. All rights reserved
2

3. The New Voice of the Customer
Customers now have limitless ways to make their voices heard –
whenever, wherever and however they choose.
©2013 Aspect Software, Inc. All rights reserved
3

4. THE SHIFT TO OMNI-CHANNEL
COMMUNICATIONS
…has given customers limitless ways to make
their voices heard – whenever, wherever and
however they choose.
©2013 Aspect Software, Inc. All rights reserved

5. It is now more important than
ever to evolve your contact
center to meet the needs of
today’s customers
‣ Channel preference is rapidly changing
‣ Mobile solutions are becoming a
must-have
‣ Omni-channel service is becoming
more important than multichannel
service
‣ Customers expect proactive outbound
for customer care
‣ Customer service is moving from cost
center to differentiator
Forrester Research,
January 2013
©2013 Aspect Software, Inc. All rights reserved
5

6. iPods Changed Media Industry iPhones Ramped Even
Faster iPad Growth (3x iPhone) Leaves “Siblings” in Dust
First 8 Quarters Cumulative Unit Shipments, iPod vs. iPhone vs. iPad
1,400
70,000
iPad
iPad
iPad
20,000
1,200
60,000
Global Unit Shipments (000)
Global Unit Shipments (000)
iPods changed
the media
industry.
iPhones
ramped even
faster. iPad
growth is at 3x
iPhone.
iPhone
iPhone
iPhone
iPod
iPod
iPod
1,000
50,000
15,000
800
40,000
10,000
600
30,000
400
20,000
5,000
200
10,000
000
000
©2013 Aspect Software, Inc. All rights reserved
1
11
2
22
3
4
5
33
44
55
Quarters After Launch
Quarters After Launch
Quarters After Launch
6
6
7
7
8
8
6
Source: Apple, as of CQ1:12 (8 quarters post iPad launch).
9

7. Despite Tremendous Ramp So Far,
Smartphone User Adoption Has Huge Upside
Global Smartphone vs. Mobile Phone Subscriptions, Q4:11
6.1B Mobile Phone
6.1B
7,000
Subscriptions
6,000
Global Subscriptions (MM)
Despite the
tremendous
ramp so far,
Smartphone
user adoption
still has a
huge upside
5,000
4,000
3,000
2,000
953MM
953M
Smartphone
Subscriptions
1,000
0
Smartphone
©2013 Aspect Software, Inc. All rights reserved
Mobile Phone
Source: Mobile phone subscriptions per Informa (as of Q4:11), Smartphone subscriptions estimate based on Morgan Stanley Research’s
estimated smartphone user as % of total mobile user at the end of 2011 (16%).
Note: While there are 1B global 3G subscribers as of Q4:11, not all of them were smartphone users. One user may have multiple mobile
subscriptions, therefore actual user #s may be lower than subscriber #s.
7
11

8. It’s all fueling a collision of “re-imagination”
…with new “consumer powered preferences”
©2013 Aspect Software, Inc. All rights reserved
8

9. Customer Experience
Meet & Seat
View
passengers’
social media
profiles
Pick a seatmate
©2013 Aspect Software, Inc. All rights reserved
9

10. Customer Experience
Pizza Button
Dubai’s Red
Tomato Pizza
Bluetooth
connected
fridge magnet
©2013 Aspect Software, Inc. All rights reserved
10

11. Mass dialog with customers
6 year supply chain cycle
A social media uproar
Averts a brand erosion disaster
©2013 Aspect Software, Inc. All rights reserved
11

12. Oreo Cookie
✔
@Oreo
Power out? No problem. pic.twitter.com/dnQ7pOgC
5:48 PM - 3 Feb 2013
Super Bowl marketing: 16 months in
planning.
Millions of dollars of broadcast
advertising.
Then a priceless moment representing
opportunity, decisiveness, and a bold
move.
Oreo rose above the noise.
©2013 Aspect Software, Inc. All rights reserved
12

13. Expectations for Response
Social Customer Care –
The New Normal
Yet…
70%
of Tweets to brands
go unanswered1
1Martiz
Gartner: Getting It Done: Social Customer Service in Action
Customer 360 Summit , Jenny Sussins, May 1-3, 2013
©2013 Aspect Software, Inc. All rights reserved
13

14. A fully-integrated platform can deliver remarkable customer experiences.
…and places the contact center in the middle of new consumer, business process and technology interactions
OMNI-CHANNEL
INTERACTIONS
AN ENGAGED
WORKFORCE
PERSONALIZED
RELATIONSHIPS
SMART
NOTIFICATIONS
Chat | Voice | Mobile
SMS | Email | Social
Agent Forecasting &
Scheduling
Enterprise Data Integration
& Intelligent Routing
Based on Thresholds,
Process Flows
& Preferences

15. Meet Jeff
and Sarah.
Newlyweds considering buying their first home.
They are the perfect prospects for ABC Financial’s
new Facebook promotion offering online interactive
loan pre-qualifications.

16. ABC Financial will
be ready for Jeff
and Sarah
Based on historical
promotional effectiveness
data, ABC Financial uses
Workforce Management
to forecast the types of
loan advisors needed to
handle the expected
number of inquiries.

17. Meet Gabe.
Based on its forecasting, ABC Financial adds an extra shift on
Saturday. Shift bidding is opened up to agents with Gabe’s
skill set to recruit them for the promotion. Gabe signs up for the
weekend – and he’ll will be rewarded for his efforts.

18. While paying
bills online…
Sarah sees ABC
Financial’s realtime interactive
pre-qualification
promotion on
Facebook.
Sarah clicks on
the link and fills
out the form, but
decides to request
more information

19. At ABC
Financial…
Sarah’s incoming
chat request is
routed to Gabe
since he is skilled
in multichannel
customer
engagement and
trained on the
Facebook promotion.

20. ABC
Financial
makes it
easy for
their clients
to do
business
with them
Gabe accesses ABC’s Financial Facebook app
and preloads loan types, down payment
information, rates, and county location into a
loan application. He emails Sarah the link.

21. Completing the
pre-qualification
process
Jeff! You’re not going to
believe the great news I
have to share… J
Really?
Can’t wait to hear.
I just got us pre-qualified
for a $450K home loan!
WOW! Really? Did you
happen to ask about the
rates? They’re falling
Emailing you a link now.
Sarah & Jeff
are preapproved and
she can’t wait
to tell him.

22. Turns out there are a lot
more people like Sarah
interested in the mortgage
promotion than anticipated
so a broadcast goes out via
the workforce mobile app to
recruit more agents including
those who work-at-home

23. Meanwhile…
Jeff decides to follow up with ABC
Financial and clicks on the link Sarah
forwarded to talk to an agent.

24. Smart routing identifies the source of the
incoming call from Jeff and routes it to Gabe.
Sarah’s application record is automatically
displayed ensuring great continuity of service.

25. Gabe is able to
answer all of
Jeff’s questions.

26. Jeff thinks rates will
drop so asks to be
notified when that
happens.

27. Gabe now has Jeff’s
mobile number on file
and enrolls him in their
rate notification service.

28. Keeping it together for
a great customer
experience
The CRM system at ABC Financial captures all the
activities and information associated with the
customer:
• The originating marketing campaign
• Sarah’s incoming call
• Sarah’s pre-approval application
• Jeff’s inbound call
• Sarah and Jeff’s client profile
©2013 Aspect Software, Inc. All rights reserved

29. A few
days later…
ABC Financial Rate Alert!
30-year Fixed: X.XX%
30-year ARM: X.XX%
txt ‘YES’ 2 receive security code
YES
Apply Online Securely:
www.abcbank.com/apply
Code: XX1Y34
Jeff receives a rate change alert. The notification
allows him to interactively reply and have a security
code sent to him to access the mortgage application.

30. Saturday a.m.
Sarah and Jeff complete their
application online, requesting that they
be updated on their loan during the
approval process.

31. Sarah and Jeff are able to select their
notification preferences so they only receive
alerts they consider important.
Your Approved!

32. Sarah Smith
Sarah takes to the social sphere
to tell her friends about their
new house.
@sarahsmith
Our new house!
11 minutes ago via Twitter

33. Meanwhile…
ABC Financial
@abcfinancial
Congratulations on
your new home J
11 minutes ago via Twitter
Gabe is alerted that their loan
funded…and is notified of
Sarah’s recent tweet

34. A
B
C
D
Omni-channel
Engagement
Workforce
Management
Intelligent
Routing
Secure
Interactions
The channel of
customer choice
from start to
finish
The right agents
at the right time –
for them and
your business
The way forward
to consistent and
informed client
interactions
Protecting your
business and
customers’
confidentiality
E
Self-Service
and Proactive
Notification
Keeping clients
informed
according to their
preferences
F
Social
Interactions
Social dialogues
as powerful
avenues for
customer service

35. Welcome To
The Relationship Revolution.
OMNI-CHANNEL
INTERACTIONS
AN ENGAGED
WORKFORCE
PERSONALIZED
RELATIONSHIPS
SMART
NOTIFICATIONS

36. Three
unique
contact
center
experiences….

37. Click
to
schedule
a
technical
support
call
Live
chat
enabled
Email
enabled
Real-­‐>me
alignment
of
capacity
to
customer
needs
drives
agent
u>liza>on
and
great
customer
experience
©2013 Aspect Software, Inc. All rights reserved
37

38. Mayday
buDon
Amazon
releases
new
Kindle
Fire
HDX
tablet
with
one-­‐touch
‘Mayday’
buDon
to
connect
consumers
to
live
video
chat
with
agents.
• Amazon
promises
live
agent
support
within
15
seconds.
• Will
log
and
analyze
call
data
in
order
to
improve
OS,
customer
experience.
• Bezos:
“Every
call
you’re
telling
Amazon
how
to
be
beDer.”
©2013 Aspect Software, Inc. All rights reserved
38

39. Pick
your
own
agent
Developed
on
Aspect's
Unified
plaorm
Trupanion
is
developing
the
ability
for
their
customers
to
select
specific
customer
service
agents.
• Web-­‐based
solu>on
offers
agent
profile,
and
product/pet
exper>se
• Will
show
agent
availability
through
Lync
presence
• Solu>on
business
case
>ed
delivering
increased
sales
conversion
rates,
improved
service
levels
and
increased
outbound
volume
©2013 Aspect Software, Inc. All rights reserved
39

40. Thank you for listening!
Visit www.revolutionary-relationships.com
or chat with Stew & John here at Doral
email:
sms:
skype:
email:
sms:
skype:
©2013 Aspect Software, Inc. All rights reserved
stew.bloom@aspect.com
+1 818.519.3768
stewbla
john.amein@aspect.com
+1 407.967.8434
johnamein
rev: Mar 2013