Webinar with Forrester Analyst Diane Clarkson and Moxie Software's VP of Products Nikhil Govindaraj

1. An Insider’s Guide to the Ultimate
Customer Service Experience
Thank you for joining us. We will begin promptly at
1:00pm ET / 10:00am PT.
To hear the audio, you will need to use WebEx audio –
receive a call back or dial-in options available.
All lines are muted. Please use the Chat panel for
questions.

2. Welcome
Thank you for joining today! Speakers
Submit questions via the WebEx
Chat panel & Twitter -
@MoxieSoft Diane Clarkson
Analyst
Forrester Research
Session will be recorded and
sent to attendees with
presentation
Nikhil Govindaraj
VP, Products
Moxie Software

3. Diane Clarkson
Analyst
April 3, 2012
3 © 2012 Forrester Research, Inc. Reproduction Prohibited Research, Inc. Reproduction Prohibited
© 2009 Forrester

4. Companies have traditionally separated
customers and employees but there is real
value in bridging the two to share data,
ideas, and insights.
4 © 2012 Forrester Research, Inc. Reproduction Prohibited

5. Agenda
 Why does customer experience matter?
 What are the key trends in online customer service adoption?
 How can social collaboration enhance a customer-centric organization?
5 © 2012 Forrester Research, Inc. Reproduction Prohibited

6. Three Questions Drive Forrester’s Customer Experience
Index
January 2012 “The Customer Experience Index, 2012”
6 © 2012 Forrester Research, Inc. Reproduction Prohibited

7. There Is A Correlation Between Customer Experience Ratings
And Three Loyalty Metrics
October 2011 “Why Customer Experience? Why Now?”
7 © 2012 Forrester Research, Inc. Reproduction Prohibited

8. Better Customer Experience Drives Millions In Revenue
Benefit Across Industries
October 2011 “Why Customer Experience? Why Now?”
8 © 2012 Forrester Research, Inc. Reproduction Prohibited

9. Better Customer Experience Drives Millions In Revenue
Benefit Across Industries (Cont.)
October 2011 “Why Customer Experience? Why Now?”
9 © 2012 Forrester Research, Inc. Reproduction Prohibited

10. Agenda
 Why does customer experience matter?
 What are the key trends in online customer service adoption?
 How can social collaboration enhance a customer-centric organization?
10 © 2012 Forrester Research, Inc. Reproduction Prohibited

11. Online Customer Service Adoption Has Grown In The Past
Two Years
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
11 © 2012 Forrester Research, Inc. Reproduction Prohibited

12. Online Customer Service Satisfaction Varies By Generation
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
12 © 2012 Forrester Research, Inc. Reproduction Prohibited

13. Consumers Expect Quick Online Support
January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
13 © 2012 Forrester Research, Inc. Reproduction Prohibited

14. Agenda
 Why does customer experience matter?
 What are the key trends in online customer service adoption?
 How can social collaboration enhance a customer-centric
organization?
14 © 2012 Forrester Research, Inc. Reproduction Prohibited

15. Customer-centric is more than just window dressing.
15 © 2012 Forrester Research, Inc. Reproduction Prohibited

16. We Have Entered The Age Of The Customer
October 2011 “Why Customer Experience? Why Now?”
16 © 2012 Forrester Research, Inc. Reproduction Prohibited

17. Strategic Priorities For Customer-Obsessed Companies
1. Real-time insight to build products customers will embrace.
2. Focus on customer experience and customer service to build
relationships.
3. Develop sales channels that deliver intelligence about customers, not just
push.
4. Focus on interactive relationships
17 © 2012 Forrester Research, Inc. Reproduction Prohibited

18. Customer-centric characteristics include:
 The organization is designed from the outside in to enhance the
customer’s experience
 People who deal directly with clients are empowered and valued
 Customer service and retention have equal priority with sales
 Customer satisfaction and feedback are embedded in decision making
 Internal systems and processes are aligned with providing the best
customer service and experience
18 © 2012 Forrester Research, Inc. Reproduction Prohibited

19. Employee knowledge can enhance
customer-centric service efforts but can
be a needle in a haystack.
19 © 2012 Forrester Research, Inc. Reproduction Prohibited

20. Social Collaboration Can Enhance Online Customer
Service
Facilitate knowledge sharing Collaboration to tap into institutional
through collaboration or tribal knowledge to provide faster
answers to customer service
inquiries
Real-time insight Real-time monitoring and insight
into customer service issues
Escalation platform Create ad-hoc escalation groups to
pull together the right expertise
wherever they exist within the
enterprise for problem resolution
Optimize knowledge Updating via wiki or knowledge
based content
20 © 2012 Forrester Research, Inc. Reproduction Prohibited

21. Business Benefits Of Social Collaboration and Service
Are Many
 Enhanced response quality
 Faster response times
 Improved customer experience
 Accelerating innovation
21 © 2012 Forrester Research, Inc. Reproduction Prohibited

22. Thank you
Diane Clarkson
Twitter: http://twitter.com/diane_clarkson
Blog: http://blogs.forrester.com/ebusiness_strategy/diane_clarkson/index.html
www.forrester.com
© 2009 Forrester Research, Inc. Reproduction Prohibited

23. Nikhil Govindaraj, VP, Products

24. Enterprise Reality: Employees are Disconnected from Customers
According to the IBM 2010 CEO Study,
getting closer to customers is the
overwhelming top priority for CEOs.
-- IBM Institute for Business Value

25. Industry Reality: The Markets Are Converging
Source: Esteban Kolsky, thinkJar

26. It’s Simple: It’s About the Customer

27. The road to a great customer experience paved by collaboration

28. Spaces by Moxie™

29. Getting Started with Collaboration
Is it a strategic imperative to become closer to your customers?
Communication Collaboration
Do you offer the right channels Is your workforce distributed or
at the right time? centralized?
Do you have a centralized Are you able to identify the
knowledge repository? right expertise at the right
Are your customers satisfied time?
with your SLAs? What is your organizational
What are the percentage of readiness for collaboration?
questions that require
escalation?
Take Our Online
Assessments

30. Thank You
Questions:
• WebEx Chat Panel
• Twitter: @Moxiesoft
Session recording and presentation will be sent
via email
Contact Us:
• info@moxiesoft.com
• +1.800.474.1149
• www.moxiesoft.com