an unseen and unfinished presentation around customer access and the web

1. Customers in the future

2. Now ? Phones! Web Emails Face 2 Face

3. In 10 years On the web by a large margin even if we are inept When exactly? Sooner or later that depends on how ept we are. But it is happening, we can’t stop this.

4. moving people to the web What’s the big problem ?

6. Which side are we on?

7. Which side are we on? After the phone: Web, Self Service, Easier processes Email KB/CIM, IVR, Automation Before the Phone:

8. Problem with after the phone? You’ve accepted the premise of the question

9. The premise of the question It’s easier to phone If I phone it will just be sorted It’s less hassle on the phone

10. We want to make calls easy Why?

11. Simple Easy calls make complex return calls Learnt behaviour, this was good last time, why would you swap? It becomes they way you always contact the council We are investing in making the easy stuff easier People won’t switch

12. So should we have no investment after the phone?

13. Look before the phone first Get it working well before the phone Honestly ask if making it easier behind the phone is beneficial Saving our time vs. Saving caller time Saving caller time, might cost us later

14. Return on investment Making it easier won’t encourage channel shift It might cost on more complex lines There is a return on investment making the experience worse! Obviously customer satisfaction isn’t