Solutions for Digital Engagement Digital transformation strategies to create unique customer experiences. May 29, 2017
The landscape for communications is shifting
Digital Transformation is a key business requirement Market is evolving towards delivering contextually relevant customer interactions in real time Focus on omni-channel interactions, customer engagement and digital delivery
“
69% of Digital Transformation projects are primarily for better customer engagement
”
McKinsey, 2014
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New channels make it more complex to engage
Internet / Web Chat
Social Media
Electronic Messaging
Smartphone Application
Telephone
(e.g. email, SMS)
Generation Y (born 1981-1999)
Generation X (born 1961-1980)
Baby Boomers (born 1945-1960)
Silent Generation (born before 1944)
24%
24%
21%
19%
12%
(1st choice)
(1st choice)
(3rd choice)
(4th choice)
(5th choice)
21%
12%
28%
11%
29%
(3rd choice)
(4th choice)
(2nd choice)
(5th choice)
(1st choice)
7%
2%
24%
3%
64%
(3rd choice)
(5th choice)
(2nd choice)
(4th choice)
(1st choice)
2%
1%
6%
1%
90%
(3rd choice)
(4th choice)
(2nd choice)
(5th choice)
(1st choice)
Source: KPCP Internet Trends 2 016
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Omni-channel requires an overarching strategy Every touch needs to add value
Customer Lifetime Value
Newsletter / Emails Statements
Loyalty Offers
Upsell / Cross Sell
Contact Center Calls
Onboarding
Returned Customer
Reminders / Notifications
Welcome Kits
Renewal Offers
Time Lead Generation
Conversion Offer
Lost Customer
Customer Communications Interactions
Lead Nurturing Prospect
Active Customer
Inactive Customer
Lost Customer
4
Linking communications with the Customer Journey Creating performance measures, analytics, and visualizations
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Evolving to predictive engagement
Innovation
Outcomes
2017 Information
Predictive Engagement
Core Portfolio Customer Engagement Management
Products Batch bills and statements
Physical
Customer Communication Management
Web
Data + Location + Analytics
Digital
Convergence
Evolution o f industry technologies
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What if you could exceed customer expectations by transforming traditional static communications to interactive digital engagements?
Communicate with relevance by knowing your customer
Consolidate data from multiple systems to enable digital engagement
Customer touchpoints
Spectrum® Technology Platform • Pulls data from multiple sources • Drives a Single View of Customer • Enables a consistent customer experience
Billing systems
Amdocs
Netcracker
Oracle
Kenan
Aria Systems
Siebel
Geneva
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Be quick to market with an agile, insightful customer view Implement in weeks, not months ACTIVITIES
INSIGHTS
Transaction history
Profitability
Purchases, payments, bills, invoices, statements
RELATIONSHIPS
CONTEXT
R-F-M
Lifetime value
Service history
INDIVIDUAL
Credit risk
Requests, tickets, complaints
Household
Share of wallet
Where are you? What are you doing?
Opportunity
Organizational
Core profile
Memberships
Identity Name Age Gender Employment Portfolio …
Calls, emails, SMS, W eb journey, in-store visits
What’s your intent? Loyalty
Social media activity
Satisfaction
Posts, check-ins, likes, awards
Retention
Social
Preferences
Needs
Method, content, frequency
Attitudes
Places
What mode are you in?
Engagement history
Marketing history Offers, responses, coupons
What’s happening around you? Who is with you?
Persuadability
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Use customer context to create physical to digital pathways
Transform a basic digital experience
To an interactive digital experience
With mobile first design principals Prioritizing the mobile customer experience is essential to thrive in a new era of mobile as the “first screen” - Altimeter Group
In Banking…
In Telco …
Digital Delivery Orchestrate a true end-to-end experience
01. Send
02. Monitor
03. Detect
04. Redirect
05. Comply
Deliver content digitally and engage customers in their preferred channel.
Automatically track when communications reach their intended recipient.
Identify when a bounceback or delivery error occurs.
Redirect to an alternate channel, such as print-to-mail.
Ensure that important and regulatory communications are delivered as r equired.
Enrich the digital experience by turning it into a conversation
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Interactive Billing next generation self-service Smart View Give customers access to their entire communication history through a secure, personalized portal. Smart Bill Offer sophisticated account management tools that can add clarity, reveal trends and minimize customer service calls. Smart Pay Make it easier for your customers to pay their bills online. Accept multiple forms of payment, including credit cards.
• • • • •
Modular, turnkey approach Mobile responsive Customer and Agent portals Configurable branding Secure
EngageOne
®
Video
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Interactive personalized video A paradigm shift in the digital self service experience
Linear Video
Interactive Video
Hi Jim
• Passive viewing – rigid template with no
choices
• Viewer-driven choices – experience created on
demand
• Single call to action
• Multiple calls to action
• Limited content segmentation
• Dynamic content segmentation
• Limited viewer insights
• Closed loop data insights – Maximizes
Discovery (live)*
Insurance example: •
•
•
Goals •
Increase engagement
•
Reduce customer u ncertainty (what n ext)
•
Improve o perational efficiency
Capabilities •
Recognizes Tenure
•
Personalized car & Policy Data
•
Real time support o pen / closed
Benefits: •
Viewers renew 12% more than n on-viewers
•
84.3% said the video h as h elped them to understand their p olicy.
•
74.4% of watchers n ow feel that Geoffrey Insurance cares for them
•
DD default rate h as d ropped b y 6%
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EngageOne
®
Conversational User Experience (UI) 23
Messaging apps are on the rise
3 billion users
on top four Messaging Apps per month
60 billion messages
on Facebook Messenger and WhatsApp per day
Chat Apps launched
9 times per day
Less than half of businesses are able to actually connect with consumers via messages. - Dimension Data
on average. Other apps about twice per day
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Messaging Networks Well Positioned for Impact Messaging Networks now processing more than 60Bn messages a day
Most p opular Messaging App b y Country (2016)
Source: SimilarWeb, 2016
Leading vendors starting to o ffer integration with Messaging Networks
Forbes Article
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Digital self service in chat format Engage customers where they already are
Relevant, engaging digital self service – with a personal touch
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Identify high-value prospects. Locate customers and enrich customer insight. Communicate value at every touchpoint.
Pitney Bowes is helping organizations deliver unique customer experiences while accelerating their digital transformation. Find out what we can do for your business. www.pb.com
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