Digital Customer Service

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Conferencia sobre tendencias en Digital Customer Service, de Manuel Serrano Ortega, Gerente de Transformación Digital de Accenture.

Technology

DIGITAL
CUSTOMER
SERVICE
TENDENCIAS
201X
ManuelSerrano Ortega
Gerente de Transformación Digital
manuel.serrano@accenture.com
@manoloserrano

Digital
Contact Center
revolution
start here

Copyright © 2015 AccentureInteractive & FJORD. Todoslos derechosreservados. Confidencial.
16
DIGITAL
CUSTOMER SERVICE
VALUE
Customer
Experience
Cost
Effective

THANK
YOU!
ManuelSerrano Ortega
Gerente de Transformación Digital
manuel.serrano@accenture.com
@manoloserrano

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There’s lot of talk in the business and technology media about the “digital customer experience” … but most of the time – as we all know - our customer “experience” is hardly an experience at all.The vast majority of our digital interactions with businesses are still irritating, exasperating, or at best, completely forgettable. Only 3% of companies believe they’re doing an excellent job of interacting with their customers digitally. Only 16% of companies think they’re good at collecting and leveraging customer data from digital interactions. A mere 42% of companies have adequate tools and skills to analyze digitally-generated data. Only a third of companies have adjusted their business strategies to take into account digital information generated by - and from - their customers. It is alarming that so few enterprises believe — in late 2014, as the Internet celebrates its 20th birthday as a commercial highway — that they are mastering this key lever (i.e. the digital experience they offer customers) of business success. This finding should serve as a wakeup call for those in charge of their organization’s digital future or, let’s face it, their future. Check out this presentation - and then follow the links to see the full report - on ideas for improving this dire state of affairs. Get advice and recommendations from Cognizant's Center for the Future of Work on putting the "experience" in your customers' digital experience.

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