10 Predict ions

for 2019

Prediction 1

A I i n c r e a s i n g l y e m b e d s a c r o s s e v e r y d a y c o n t a c t c e n t r e a c t i v i t i e s

1 0 P r e d i c t i o n s F o r 2 0 1 9S k i l l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0

Virtual Assistance Improves

1 0 P r e d i c t i o n s F o r 2 0 1 9

M a n a g e m e n t

Live Assistance

SelfService

ProactiveService

GettingSmarter

Quality &Performance

Recruitment &Development

Analytics &Insight

• Behavioural modelling• Next best action

Contact Prediction & Routing

C u s t o m e r

• Advisors’ virtual assistant

• Task automation• Automated wrap-

up

• Bot based VoC/E• Real time adaptive

scheduling• Cognitive analytics

• Virtual assistant coaching

• Personalised dashboards

•Advisor VA•RPA for task automation

• Intent libraries• Knowledge curation• Virtual Assistants• Two way escalation

• Omni-channel optimisation

• Eliminate ‘no value’ contacts

• Transform service journeys

• Anticipating what’s needed when it’s needed

• Automated CV evaluation

• Personalised learning pathways and prompted support

From Working Harder to Working Smarter

Prediction 2

O m n i - c h a n n e l d e s i g nb e c o m e s e s s e n t i a l f o r c o s t e f f e c t i v e C X

1 0 P r e d i c t i o n s F o r 2 0 1 9

A Common Ambition

“Our own iD mobile have introducing an app, increasing self service and reducing cost to serve. across the past year . We currently have 850,000 subscribers. They have reduced FTE needs by around 20% during a year of growth”

T O D A Y F U T U R E

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

Channels Multiply – They Seldom Die

Prediction 3

G r e a t e r i n v e s t m e n t i n a u n i f i e d e c o s y s t e m t o k n i t t o g e t h e r c o n t a c t c h o i c e s ,

d a t a , w o r k f l o w

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

Virtual Assistant - Human

Context I

ntentHuman - Virtual Assistant

Make Escalation Seamless

m u l t i - m o d a l - s p e e c h o r t e x t

I n b o u n d o r o u t b o u n d

1 0 P r e d i c t i o n s F o r 2 0 1 9

Focus on CX not Desktop

AUDIENCEFEEDBACK

Prediction 4

L e a d i n g b r a n d s w i l l u s e m o d e r n t e c h n o l o g i e s t o i n n o v a t e a n d d i f f e r e n t i a t e

t h e i r s e r v i c e p r o p o s i t i o n s

1 0 P r e d i c t i o n s F o r 2 0 1 9

Service Components

Scale ‘nReach

DigitalGlue

AITechnologies

Prediction 5

T h e l e a d i n g b r a n d s e m b e d n e w s k i l l s i n t o c u s t o m e r s e r v i c e m a n a g e m e n t

1 0 P r e d i c t i o n s F o r 2 0 1 9

Transforming Service Journeys

1 0 P r e d i c t i o n s F o r 2 0 1 9

ProductOwner

Solutions Architect

Software Engineer

Designer

Tester UI/UX

Contact Centre Advisor

Shift Supervisor

CEL Team Leader

Shift Supervisor

Resource planner

AI Conversation

Architect

Real Time Chat Analyst

Product Executive

Sentiment Analyst

AI Strategy Lead

AI Configuration

Admin

Integrated Agile Product Development Squad

Operations Contact Centre Team

Nick CockerillHead Of Product – Operational TechnologySky Gaming

1 0 P r e d i c t i o n s F o r 2 0 1 9

Prediction 6

M o r e d i v e r s i f i e d r e s o u r c i n g m o d e l s

1 0 P r e d i c t i o n s F o r 2 0 1 9

Virtual & homeworking

UC and collaboration

New advisor pool

1 0 P r e d i c t i o n s F o r 2 0 1 9

Prediction 7

L e s s c o m m a n d a n d c o n t r o l M o r e e m p o w e r m e n t

1 0 P r e d i c t i o n s F o r 2 0 1 9

New research reveals that just 25% of UK employees feel actively engaged in

their job, spelling bad news for organisations whose disaffected employees

could be turning customers away

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

“Coach and develop me; don't just

assess me!”

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

WEM

WFO

WFM

QM

Prediction 8

Q u a l i t y m a n a g e m e n t a l i g n s c l o s e rw i t h c u s t o m e r e x p e r i e n c e

1 0 P r e d i c t i o n s F o r 2 0 1 9

In the context of manufacturing products, it means achieving a single expected design standard

What Is Quality?

1 0 P r e d i c t i o n s F o r 2 0 1 9

In the context of engaging customers, it means meeting the standards of many individual expectations

What Is Quality?

1 0 P r e d i c t i o n s F o r 2 0 1 9

Customer expectations are shaped bythe type of service journey and generational preferences

What Is Quality?

1 0 P r e d i c t i o n s F o r 2 0 1 9

Contact centre quality management has often confused the two

What Is Quality?

1 0 P r e d i c t i o n s F o r 2 0 1 9

QUALITYMeeting an expected standard

CUSTOMERI got what I came for

(functional & emotional needs are met)

ORGANISATIONWe delivered our customer experience

(value proposition/brand promise)

REGULATORYou made sure the customer understood what they bought

(functional & emotional needs are met)

Each Stakeholder Sees Quality From Their Priorities

AUDIENCEFEEDBACK

Prediction 9

C o n t a c t C e n t r e s b a l a n c e a u t o m a t i o n w i t he m o t i o n m a n a g e m e n t

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

1 0 P r e d i c t i o n s F o r 2 0 1 9

Prediction 10

S o m e w i l l b e t o o p r e o c c u p i e da n d w i l l d o n o n e o f t h e s e

1 0 P r e d i c t i o n s F o r 2 0 1 9