Liam McDwyer talks about how to be a part of the Service Revolution

2. 1 Drivers for change in Customer Experience
2 Responding with Digital Transformation
3 Defining Intelligent Customer Engagement
4 The Future

4. Only 14%of consumers believe it’s a lack of
technology that’s the cause (the majority said they think
brands just don’t care about customer satisfaction).3
4 in 10customers want even more
digital interaction methods than what brands are
providing.1
90%of consumers expect consistency and
continuity from a brand across channels.2
1. Customer 2020: Are You Future-Ready or Reliving the Past?
2. Aberdeen: Empowered Customers Demand a Seamless Experience
3. Economist Intelligence Unit Creating a Seamless Customer Experience

5. Customers use 2.7 channels
during the process of single inquiry, on average.
Battle fatigue, induced by
context switching, results in less productive agents who
are less apt to make a human connection with their
customers.
Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by
Forrester Consulting on behalf of Microsoft, December 2015
Only 4% of companies can solve a typical
customer inquiry with a single desktop application.

6. Intelligent Customer Service – the new marketing
of consumers use web self-
service to find answers
76%
Customers are
57%through the buying process
before they
talk to the supplier

7. Forrester , Customer Experience Drives Revenue Growth, 2016
http://blogs.forrester.com/harley_manning/16-06-21-
customer_experience_drives_revenue_growth_2016
https://www.forrester.com/report/Customer+Experience+Drives+Revenue+Gro
wth+2016/-/E-RES125102

9. Sell products, services and outcomes
Relationship, Customer lifetime value
“Uberization” of resources
IoT to detect and drive action

13. Omni channel – is it finally here?
 Seamlessly move between
channels
 Same customer experience
on any modality
 True customer 360
 Intelligence
 Customer centric
 Mobile Social Location

14. My cable TV is broken..

16. Where is all going?
chatbot - a computer program designed to
simulate conversation with human users,
especially over the Internet.
machine learning allows computers to
learn and find hidden insights without being
explicitly programmed where to look

17. Customer Engagement with Dynamics 365

19. Download our eBook
https://www.microsoftmahdollista.fi/materiaalit/#strateginenasiakaspalvelu

21. Liam.mcdwyer@microsoft.com
Jani.Savolainen@microsoft.com
KIITOS