Montresa McMillan, SVP & Head of Omni Strategy, TD Bank
BENCHMARKING SESSION: The Way of Work—Creating an Omni Driven CX Organization
In order to drive innovation, efficiency, and effectiveness across your omni channel strategy, you must start at the beginning with the executive buy-in, a defined vision, and mobilizing your middle management. Heading up the Omni Strategy across TD North America, Montresa established the organizational awareness of what omni means to TD Bank, creating strategy for keeping your customers at the center and enabling platforms to support the vision. In her session at CCW Executive Exchange Miami Beach, she addressed:
·· Getting the business in line with the Omni Vision
·· Establishing cross functional collaboration as best practice
·· Platform integration to enable multi channel visibility
Take a look at her presentation.
PROJECT ANALYSIS: CX + EX: Aligning Business Objectives with Agent Performance
Brett Frazer, Head of Customer Service, SunBasket & Kevin Peterson, Head of People Operations, SunBasket
Truly excellent customer service requires alignment of the employee experience to deliver exceptional results. However, organizations can get stuck in the trap of playing “Whack-a-Metric” with performance measures. Tying in the expertise from both the Human Resources and Customer Experience teams, Kevin and Brett will address their partnership in creating an incentive program that aligns excellent customer service, leadership development, and agent satisfaction to business objectives. At CCW Executive Exchange Miami, they addressed:
·· Effective collaboration between People and Customer teams
·· Balancing efficiency with conversion and satisfaction metrics
·· Designing incentives that motivate customer centric behaviors
·· Employing agent feedback tools to develop leadership teams
Improving Customer Experience with Artificial Intelligence
Bernard Slowey, Head of Worldwide Digital Customer Support, Microsoft
We all appreciate quick services that will help us save time. This use case from Microsoft will uncover how you can easily integrate AI into your customer service and support experience to help your customers and your agents. At CCW Executive Exchange Miami, Bernard addressed the following:
·From self service technologies to artificial intelligence and automation
· How digital continues to change the game in customer service
·A look into the future of support experience
Take a look at his presentation.
Chatbots are frequently derided as glitchy and inconveniencing to customers, but as the technology grows increasingly sophisticated, so does its value proposition. CX pundits often regurgitate that the best function of a chatbot is to handle rote, repetitive customer questions like FAQs and order status requests so that human agents can handle the complex scenarios like technical troubleshooting, but that grossly oversimplifies what chatbots can do.
In fact, there are a rising number of use cases where chatbots can process queries more effectively than a human ever could given their ability to make split-second decisions using data to provide a personalized customer experience.
Chat used to be limited to a pop-up window triggered when a visitor first lands on the company's homepage, but given the nature of asynchronous messaging through email, instant messaging and social media, where communication between brands and customers happens on and off as and when the customer needs it, companies are under increasing pressure to scale chat capabilities in multiple channels. Arguably, the first wave of chatbots was designed to do just that- scaling chatcost-effectively, but without consideration for UX design.
Today, chatbots are deployed not only as a value-added user experience for the omnichannel customer, but also as tools to simplify the employee experience on the backend.
Companies subject customers to ineffective digital channels, long wait times, and impersonal conversations not because they do not care about improving but because their contact center operations and technologies do not allow it.
The recent Coronavirus outbreak, which is driving an emphasis on digital and work-from-home, is making the weaknesses even clearer. It is time to take action. It is time to ensure your contact center yields more seamless, omnichannel experiences for customers, and more efficient, empowering workdays for agents.
This Emerging Technology Review highlights the key strategic shifts you should make, as well as technology that will turn customer centricity into a reality.
To say that we’re living and working through unusual times is an understatement as we adjust to a new reality. With the impacts of the pandemic, senior CX executives need the ability to quickly address unprecedented increase in overall call volume and augment support.
So we sat down with Holly Carroll, Vice President, Customer Service & Contact Center Ops at David's Bridal to discuss how senior leaders are addressing today’s customer service needs using various channels and technologies. Learn Holly’s unique perspective about the integration of these technologies into a successful customer service.
Calling All Executives: Here is a question for you - What does your Contact Center look like in 2025? Does it include employee engagement and workforce transformations? What about Automation? If your blueprint doesn't have these key factors, falling behind the curve is going to be inevitable for your contact center. In this report, read about why these 3 topics are crucial for your organization.
These Top 5 Contact Center Trends aren't yesterday's news. They are tomorrow's curiosities and next year's questions that our analyst has uncovered now. Leveraging our CCW Digital community of 140,000+ CX professionals, our principal analyst, Brian Cantor crunched the numbers to show where contact center technology is going and what trends executives should be taken seriously.
The conventional solution process actually creates problems for contact center executives. It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology.
Ultimately, it may not inspire contact center executives to take action. And that is a problem: for as much as they cannot afford to be wrong about the solutions they buy, contact center leaders definitely cannot afford to sit on their hands. The needs are too great and the stakes are too high for indecision to govern the function.
In this report: