Captured during an engaging webinar series about creating genuine customer experiences with guest speakers from ADP and Storyworks1. Together they provided a fresh look into the customer experience and uncovered the keys to building a genuine human connection, regardless of external factors.
Highlights:
A new understanding of today’s customer experience
Breakdown of the real components behind genuine connections
How to create meaningful messages that break through the clutter
4. o Customers expecta better experience:
o Betteraccuracy,response time,relevance
and omni-channel integration
o 90% of customers want a self-service
experience
o More than 30% of customers would
rather clean a toilet than call a
customer service rep
Biggest
changes
according to
customers
#cx
6. o Customerswant to be treated well
o Experiencemust be consultative
and consistent
o Companies must accelerate
resolution while clients focuson
priorities
Remains the
same
according to
customers
#cx
8. o Technologyhelps us understand
the full customerprofile
o Digital experiences provide
information aboutpreferences
o Technologyempowers customer
relationships
o Touch points providea continuous
learning experience
Technology
impact
and the customer
experience
#cx
10. o Mobile acceleratesthe customer
experience
o Changes the game for response
times
o At a recent Salesforce conference,we
learned that customersexpect an
answer within an hour
o Customersbecome ambassadors
within online communities
Mobile
impact
and the customer
experience
#cx
12. o Voice of the Client CX Program via
partnership with Medallia
o Developing a unified and standardized
service model
o Clientsexperience “one ADP”
o Mobile has become a leadingchannel
for ADP clients
o New ADP apps
o ADP Marketplace
How ADP is
evolving
their customer
experience
#cx