"AI and the Customer Experience (CX)"
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ATC Tech Summit 2022 - KEYNOTE presented by Christine Pavalon, VP, RingCentral.
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"AI and the Customer Experience (CX)"
- 1. Customer & Employee Experience Table Stakes
- 2. The Six Pillars of Experience Excellence
- 3. Integrity & Empathy Consistent in Top 10 Leaders
- 4. Customer Experience Matters 59% of customers say tailored engagement based on past interactions is very important to winning their business 70% of customers say service agents who are aware of sales interactions are very important to keeping their business 80% of customers say the experience a company provides is as important as its products/services Business Buyers Consumers • “89% of companies now expect to compete mostly on the basis of customer experience.” — GARTNER RESEARCH
- 5. 5 ©2022 RingCentral Employee Experience Matters Factors that can affect an employer’s employee retention: • Lack of training and development opportunities for new hires • Poor communication between management and staff • Inadequate staffing levels • Lack of recognition • Need for more flexible working hours
- 6. CONFIDENTIAL 2 1 3 4 AI Customer Assistant Leverage virtual assistants and chatbots to serve transactional and informational requests, allowing the agents to focus on complex requests. Improve Operational Efficiency, CX & EX with AI AI empowered agents Leveraging real time analytics during the calls, agents will receive real time insights in context to sentiment as well as relevant information to assist the customer. AI Routing* AI and machine learning for routing will enable callers to be matched to best suited agents leveraging predictive, behavioral routing. AI Quality Utilizing AI in Quality management will enable you to target the right contacts to evaluate rather than randomly selecting contacts based on sentiment and other key attributes that are important to your org.
- 7. CONFIDENTIAL 2 1 3 4 Higher Open Rate SMS Open rate is 98% vs. Email Open rate of 22% on average Delight Your Customers through SMS Proactive Notifications Faster Open Rate On average, SMS is read within 3 minutes of receipt vs. email that is read within 384 minutes Decrease Customer Inquiries Decrease inquiries to your contact center by offering proactive notifications and transparency when deliveries are delayed as well as immediately upon delivery Increase CSAT Messaging conversations lead to higher CSAT scores (92+%)
- 8. 01 02 03 8 ©2022 RingCentral Know Me - Customers want a personalized experience ● Integrate your CRM with your contact center ● Use data directed and predictive routing ● Provide an omnichannel experience Value Me - Customers want their interactions to be easy & frictionless Trust Me - Security & compliance is paramount - data needs to be protected. How to Meet & Exceed Expectations ● Provide proactive notifications ● Provide AI-infused omnichannel self-service ● Provide an option to request a callback ● Provide high voice quality ● RingCentral offers dynamic end to end encryption ● RingCentral ensures data privacy & compliance ● RingCentral provides TCPA compliant outbound dialing Expectations Keys to providing a Great Customer Experience in 2022
- 9. The Race Is Underway. Is Your Company A Trendsetter ?
Editor's Notes
- Personalization – Using individualized attention to drive emotional connection Time & Effort – Minimizing customer effort and creating frictionless process Resolution – turn a disappointing experience into a great one Integrity – trustworthy Expectations – Managing meeting and exceeding expectations Empathy – Understanding customer circumstances
- “89% of companies now expect to compete mostly on the basis of customer experience.” — GARTNER RESEARCH
- The following factors can affect an employer’s ability to retain employees: • Lack of training and development opportunities for new hires • Poor communication between management and staff members • Unclear job descriptions that do not clearly define responsibilities • Inadequate staffing levels to cover the workload. • A lack of recognition by managers when their work is done well • An inability to provide feedback on performance issues • The need for more flexible working hours • High turnover costs associated with hiring and firing workers
- Integrate your CRM with your contact center platform Use data directed and predictive routing to anticipate why customers are contacting you Provide an omnichannel experience and communicated with customers in their desired channel - easily connecting the conversation if elevation is needed Provide proactive notifications to provide updates & reminders Provide AI-infused omnichannel self-service (IVR, bots) Provide an option to request a callback when there is a wait time in queue Provide high voice quality to ensure a clear connection when a customer decides to call RingCentral offers dynamic end to end encryption for the application, web browser and calls - both 1:1 and group calls. RingCentral ensures data privacy & compliance HIPAA, PCI, HITrust compliant available in 44 countries RingCentral provides TCPA compliant outbound dialing solutions