Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform. Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.

1. A ttentive C ustomer
E xperience
Overview

2. How Important is Customer Experience ?

3. How Important is Customer Experience ?
If we define customer experience (CE) as ‘the degree to
which customers feel that interactions meet their needs’
85% say YES!

4. Staff engagement is key

5. Voice of the customer

6. The 4 P’s
Policy: Product:
• Support service vision • Product that answers
• Flexible enough to customer needs
customer • Verity of products
needs • Product ability to stand out
• Uniformity among all from the competition
service
agents
Procedure: People:
• Level of bureaucracy • Level of confidence
• Empower the agent • Level of professionalism
• Service level agreement • Level of courtesy
• Errors preventing • Level of empathy
• Level of reliability

7. “…after spending hundreds of
millions of dollars in implementing
CRM, I promise you, there’s not a
single CRM implementation today
that can tell you what the
customer really wants…”
wants…
ansys Attentive™ ACE
Esteban Kolsky,
Senior Research Director

8. Attentive™ Customer Experience
ACE
a proactive event-driven
Ongoing Feedback

9. Event Driven Customer Feedback
Customer interaction:
 Inbound / Outbound Calls
 Emails
Event
 Web site
 Face to face Continual Intelligent
 Self service improvement Sampling
 Field service
 Complaints
 Market research
 Or any other customer
Reports &
touch points… Analytics
Feedback
Automatic
Alerts

10. Event Driven Customer Feedback
Business Rules
When to get the feedback?
Event +24h, week, +1month,
quarterly, annually… Event
Whom to ask? Continual Intelligent
improvement Sampling
Representation of agents,
teams, customer profiles, event
types … Avoid harassment
How many? Reports &
Feedback
Quotas by event category, by Analytics
customer group, by department, Automatic
regions, business segments… Alerts

11. Event Driven Customer Feedback
What to ask?
Feedback based on:
Customer profile, Case details
and other attributes.
Event
Features
• Conditional Questions Continual Intelligent
• Multi lingual – Multi culture improvement Sampling
Which collection medium?
Telephone, Email, URL, IVR, Web
PDAs, Kiosk, SMS. Reports &
Feedback
Analytics
How to increase response Automatic
rate? Alerts
Relevance, in context,
incentives…

12. Event Driven Customer Feedback
Directly to relevant persons:
Team leader, Service quality
manager, mid / senior Event
management
Continual Intelligent
improvement Sampling
Alert rules:
• Individual recipient
• Aggregated groups
Creating tasks: Reports &
Analytics
Feedback
Recovery actions, training agent,
Automatic
policy reassessment…. Alerts

13. Event Driven Customer Feedback
Frequency:
Day, week, month, quarter…
Type: Event
Trends, unit comparison,
benchmark Continual Intelligent
improvement Sampling
Presentation tools:
PPT, Excel, HTML, Dashboard
Recipient:
Personalized & filtered Reports &
information Feedback
Analytics
Automatic
Interface: Alerts
BI, DW, statistical software, GIS

14. Event Driven Customer Feedback
ncrease customer satisfaction
& improve customer retention
Event
educe the risk of negative Continual Intelligent
improvement Sampling
word-of-mouth publicity (NPS)
Higher CSR satisfaction and
Reports &
Feedback
Analytics
engagement level Automatic
Alerts
Creates customer centric culture
horten the time required for
problems solving

15. Questionnaires

21. CATI
Interviewer screen

23. Attentive
Dashboard

24. KPI Dashboard Display

25. GIS Portal

26. Municipality – Satisfaction Survey in dealing complaints
9/2006 to 6/2007

27. Municipality - Distribution of water complaints
9/2006 to 6/2007

28. Customer Experience
In practice

29. Service quality, satisfaction & loyalty
(the orange case)
Improve service attributes General satisfaction with
Reliability Customer service
Improve service enablers: Responsiveness
85 Waiting time Helpfulness
Courtesy
80
75
70
65
60 General satisfaction with
55
orange
50
If had any choice would
45
choose orange again
40
35
12/99 3/00 12/00 3/01 7/01 11/01 3/02 8/02 12/02 5/03 11/03 12/04 9/05 7/06

30. Customer Complaints
4%
3%
2%
1%
2000 2001 2002 2003 2004 2005

31. Leumi card- Improvement in customer Satisfaction
2005-2008
100%
98%97% 90%
90% 90% 92% 94% 93%
90% 86% 90%
87%
87% 85% 82%
79%
80%
76%
70%
Efficiency 60%
50%
+
40%
satisfaction
30%
20%
10%
0%
problem solved in agent courtesy agent general
1-2 interactions (very good- professionalism satisfaction
excellent) (very good- (very good-
excellent) excellent)
2005 2006 2007 2008

32. Leumi card- improvement in loyalty
2007-2008
31% 36%
47%
43%
47%
39%
26%
17% 15%
Sep_07 Mar_08 July_08
poor loyalty medium loyalty high loyalty

33. “…It is not the strongest that survive
nor the most intelligent but the most
responsive to change…”
Charles Darwin (1853)

34. Q&A
Thank You
Eli Matara