Digital Engagement Through A New Lens: How To Keep Pace With Connected Customers presented by LivePerson #CXSelfie

1. Digital
Engagement
Through
A
New
Lens
#CXSelfie
SPONSORED
BY
How
To
Keep
Pace
With
Connected
Customers

2. #CXSelfie
Type
ques9on
here
Welcome
Webinar
AEendees

3. #CXSelfie
Follow
This
Webinar
On
TwiEer
#CXSelfie
@LivePerson
@ExtracoBanks
@RTouchPoints

4. #CXSelfie
About
Retail
TouchPoints
ü Launched
in
2007
ü Over
28,000
subscribers
ü To
provide
execuPves
with
relevant,
insighRul
content
across
a
variety
of
digital
medium
Free subscription to our weekly newsletter:
WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE

5. #CXSelfie
Panel
Lindsay
Green
SVP,
Managing
Director,
Extraco
Banks
&
Consul9ng
Anurag
Wadehra
CMO,
LivePerson

6. #DigitalSelfie
Agenda
Background
On
The
Assessment
Key
Trends
&
Takeaways
– Omnichannel
Excellence
– Embracing
Real-­‐Time
Engagement
– Using
Data
To
Understand
Customers
– IdenAfying
Ready-­‐To-­‐Buy
Customers
Insights
From
Anurag
And
Lindsay
1
2
3

7. #CXSelfie
About
The
Assessment
Commissioned
by
LivePerson
Asked
respondents
to
share
details
on
their
current
customer
engagement,
service
and
sales
strategies
Promoted
to
RTP
audience
and
on
social
media
Feedback
from
226
respondents
across
markePng,
service
and
e-­‐Commerce
related
Ptles
GOAL:
To
keep
a
pulse
on
current
digital
engagement
strategies

8. The
QuesPons
u Which
channels
or
touch
points
does
your
business
use
to
sell
and
engage
customers?
u If
you
took
a
snapshot
of
your
customer
service
team,
what
would
it
look
like?
u How
do
you
collect
and
use
feedback
to
turn
customers
into
brand
advocates?
u How
quickly
do
you
respond
to
customers
when
they
need
you?
u What
type
of
data
do
you
collect
and
use
across
service,
markePng
and
sales?
u How
do
you
use
data
analyPcs
to
find
out
which
customers
are
ready
to
convert,
or
are
high
impact?
u How
thoroughly
do
you
target
customers
and
personalize
their
experience
with
your
brand?
u How
will
you
be
improving
your
sales,
markePng
and
service
“selfie”
in
the
next
6
to
12
months?

9. #CXSelfie
Our
Cast
Of
Selfies
Basic
customer
service
operaPons
(call
center
or
email)
Service,
markePng
and
sales
departments
are
siloed
Unsure
how
to
improve
service,
markePng
and
sales
strategies
Are
up-­‐to-­‐pace
with
the
latest
digital
engagement
trends
Need
to
consider
more
real-­‐Pme
service
channels
such
as
live
chat
or
social
media
Engage
with
customers
the
same,
whether
they’re
new
to
a
site
or
are
ready
to
buy
ENTHUSIASTIC
NEWCOMER
TREND
WATCHER

10. #CXSelfie
Need
to
focus
on
improving
customer
service
response
Pmes
Although
they
have
basic
customer
informaPon,
they
need
to
create
more
comprehensive
profiles
to
beEer
understand
customers
Customer
data
/
segments
need
to
be
shared
across
the
enPre
organizaPon
Customer
journey
needs
to
conPnuously
be
tracked
and
refined.
Are
customers
having
a
consistent
experience
across
all
channels?
PersonalizaPon
and
targePng
efforts
need
to
improve
Mobile
chat
and
other
real-­‐Pme
tacPcs
should
be
considered
CROSS-­‐CHANNEL
CHAMPION
DIGITAL
INNOVATOR

11. #CXSelfie
The
Results

12. #CXSelfie
Key
Takeaways:
Omnichannel
Is
The
Goal…
*That
means
they
have
consistent
sales,
markePng
and
service
strategies
across
all
channels.
best-­‐in-­‐class
organizaPons
and
of
laggards
describe
themselves
as
omnichannel
23%
Over
18%

13. #CXSelfie
But
Not
The
Reality
of
all
respondents
sPll
operate
with
silos
78%

14. #CXSelfie
Businesses
Are
Siloed,
And
So
Are
Service
Teams
best-­‐in-­‐class
organizaPons
and
of
laggard
organizaPons
say
their
service
teams
are
omnichannel
23%
Over
21%

15. #CXSelfie
One-­‐On-­‐One
Engagement
Creates
Real
RelaPonships

16. #CXSelfie
IdenPfy
Customers
Who
Are
Ready
To
Buy

17. #CXSelfie
PersonalizaPon
Is
Becoming
An
ImperaPve

18. #CXSelfie
Key
Goals
For
2015

19. #CXSelfie
Want
To
Learn
More?
Download
the
E-­‐book!
hEp://rtou.ch/des-­‐ebk-­‐lp
Take
the
Assessment!
hEp://rtou.ch/ds-­‐assessment-­‐lp

20. #CXSelfie
Panel
Discussion
Lindsay
Green
SVP,
Managing
Director,
Extraco
Banks
&
Consul9ng
Anurag
Wadehra
CMO,
LivePerson

21. #CXSelfie
Omnichannel
Excellence

22. #CXSelfie
Embracing
Real-­‐Time
Engagement

23. #CXSelfie
Using
Data
To
Understand
Customers

24. #CXSelfie
IdenPfying
Ready-­‐To-­‐Buy
Visitors

25. #CXSelfie
Final
Tips
And
Best
PracPces

26. | Page 26
• Founded in 1995, a public company since 2000
(NASDAQ: LPSN)
• More than 8,500 customers worldwide
• More than 900 employees
• 2 billion site visits and 20 million live engagements per
month
• US $178 million revenues (2013)
• Headquartered in New York City with offices in San
Francisco, Atlanta, Santa Monica, Tel Aviv, London,
Melbourne, Tokyo, Berlin and Amsterdam
The Global Leader in Intelligent
Digital Customer Engagement
Creating
Meaningful
Connections
Between
Brands and
Customers
that Generate
Value.

27. #CXSelfie
Q&A
//
Panelists
Lindsay
Green
SVP,
Managing
Director,
Extraco
Banks
&
Consul9ng
Anurag
Wadehra
CMO,
LivePerson

28. #CXSelfie
Thanks
For
Joining
Us!
h]p://rtou.ch/des-­‐web
View
this
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