Customer experience the new currency

Customer Experience: The New Currency Service Cloud For The Connected World pbaptist@salesforce.com @paulbaptist... It’s All About Customer Experience Customers are increasingly switch

Customer Experience: The New Currency

Service Cloud For The Connected World

pbaptist@salesforce.com

@paulbaptist

What is customer experience?

“Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect

of interactions with a company’s employees,

systems, channels or products”

75 Billion connected products by 2020

connected products per person

Trillions of Interactions

58 in the world’s most connected countries

Single Channel Multi Channel Cross-Channel Omni-Channel

Customer Interactions are Happening across

Multiple Channels

Shop Touch &

Test

Configure, Price, Quote, Finance

Purchase/

Lease Waiting Delivery Use Service Sale/ New Purchase

Gather Information

Be Consistent

Be Fast & 24x7

Be Relevant Know Me

Make It Effortless

Customers are Interacting at Every Stage

Know Me Give Me Control Adapt to My

Situation Help Me as a Team

M a k e I t S i m p l e Customer Expectations are Shaped by Other

Industries

So what is the effect of a bad customer experience?

Are you a leader or a laggard?

Happy customers translate directly to business value for leading companies

of CX leaders financially outperform their industry and 6% underperform

likely to financially out- perform competitors

It’s All About Customer Experience

Customers are increasingly switching providers due to poor customer experience

of the Fortune

500 firms from

2000 do not exist

Source: Accenture, Customer 2020

Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

The Customer Experience Gap is Widening

Systems Customers Employees

Disconnected

from:

Faster Smarter More Insightful

Demand service that is:

The Customer Experience Gap is Widening

Consistent customer experience across all communication touch points

Customer is interacting with your brand – not channel

Omni-Channel is the Key to Success

85 %

of customers have been put on hold because the agent didn’t know what

to say and needed to check

1 Faster Service

Source: Dr Nicola J Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Welcome to a New Era of Connected Service

Newly designed desktop and intelligent tools to supercharge agent productivity

Optimized experience

New Lightning framework and design to elevate

productivity

Smart productivity tools

Recommended cases and macros to respond faster

Analytics for teams

View data from any source

to make smart decisions quickly

Intelligent routing

Dynamically route the right

cases to the right agents,

fast

Real-time presence

Manage agent availability

and push cases at the right

time

Seamless interaction

Preserve the conversation

across every channel, on

any device

NEW

Smart, connected support across channels

Omni-Channel Presence and Routing

Demo 1

88 %

of time spent on smartphones is in apps

Source: comScore, U.S Mobile App Report

2 Smarter Apps

Welcome to a New Era of Connected Service

Connect to 1-to-1 with customers by embedding support into any native mobile app

Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for Apps Knowledge for Apps

Service for Apps

Demo 2

Actionable analytics for Service Cloud customers

Extend success with apps

Analytics for Service

Managers

Get a central view of your key

KPIs, on any device

Analytics for Service Agents

Access any service data for a

360 degree customer view

Native to Service Cloud

Wave visualizations in the

Lightning Console

NEW

Service Wave Analytics App

Demo 3

This graphic was published by Gartner, Inc as part of a larger research document and should be evaluated in the context of the entire document The Gartner document is available upon request from Salesforce

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

Magic Quadrant for CRM Customer Engagement Center

April 27th, 2015 Analyst: Michael Maoz, Jim Davies

Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision

in the Leaders quadrant

FY15 FY10 FY11

Growth Driven by Customer Success

12 Million+ Products 150,000 Sellers 5000+ Cities Snapdeal – India’s #1 Marketplace

Salesforce Chosen As The Technology Platform

Desired End State

•   Empower CS Executives with Key Information

•   Multi-Channel Case Management

•   Accuracy of response via Knowledge

•   Improve case ownership

•   Improve speed of resolution through automation

•   Proactive alerts & escalations (actionable analytics)

•   Lack of clearly defined case ownership

•   Lack of the right data to support accurate

decision making for CS executives

•   NPS Scale (+30)

•   Automation gaps (impacts productivity)

•   No real-time insights into agent

productivity, volume, case volume

•   Non-standardized process turnaround

times

Current State

Customer Experience Journey

eCommerce leader with largest marketplace

4000+ Customer and Merchant Support staff

Multiple systems – No single data source

No real-time insights on agent productivity, case

95% Reduction In Refund Escalations

snapdeal Improves Customer Experience With Service Cloud

EBU

“Customer experience is the

new battlefield – winning the

customer is the goal.”

Dharmarajan K, Head of Customer Experience

thank y u