Alfonso Becerra, Consulting Systems Engineer de Cisco en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México

1. The Road Ahead:
The Disruptive Forces In
Customer Collaboration
Breaking
Alfonso Becerra Away From
alfonso@cisco.com
@abcerra the Pack
Cisco Systems
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2. The The Trends
Road
Ahead
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3. Disruption
Is a Positive
Trend #1: Disruption Force for Improved
Customer Experience
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4. So What are These Disrupters?
Translative Changes
Consumer In Interaction
Expectations Dynamics
Vendor
Technology
and The
Generational Social Effect
Behavior
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5. Trend #2: From “It” to “Part of It” Is Customer
Experience Top of
Mind Issue for Your
Business?
1M
Jobs
0
2005 Time 2012
Job Postings with “Customer Experiences” in Title
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6. Are You
Trend #3: Translative Experiences “Translating” These
Attributes into
Your CC
Operations?
Life Event Mapping Ease-Of-Use
Employees First Online Excellence
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7. Are “Satisfied”
Trend #4: The Bar Is Raised Customers a
Risk for Your
Business?
Experience
Satisfaction Loyalty
Loyalty
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8. Not all Suppliers
Trend #5: CC as a Transformer Are Ready or Able
To Make this
Transition
Was A Is A Becoming A
“Place” “System” “Service”
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9. Action:
Is Your
Trend #6: Mobile is the “New IVR” Mobile Experience
Contact Center
Enabled?
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10. Evidence of Trend #6
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11. Are FCR Strategies
Trend #7: Meet the New Boss, Present in Your
Business?
NOT the Same as the Old Boss!
AHT
ASA FCR
Service
Level
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12. Is NPS
Trend #8: Get to Know NPS Present in Your
Business?
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13. Trend #9: Experience Varies! How Do You
Rank Here?
Negative Positive
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14. Trend #10: Channel Shift is Real What is Your
Channel Shift
Experience?
69% 68% 60% 54%
Inbound Voice eMail
2009
19% 37% 7% 27% 1%
19% 2011
Source: Forrester
Online Chat Online Forum Direct Twitter
Cisco Confidential

15. Summary
Disruption You’re Now Plot Your CXP
= Part of a Strategy
Opportunity Bigger “It”
Focus on
The Trends Verbs
Are in The (Outcomes)
Contact vs.
Center’s Favor Nouns
(Things)
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16. Thank You
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