Cult of Personality - Opening Remarks & Welcome
18
Welcome Kelly Conway, CEO Jason Wesbecher, CMO
-
Upload
mattersight -
Category
Software
-
view
80 -
download
3
Transcript of Cult of Personality - Opening Remarks & Welcome
WelcomeKelly Conway, CEO Jason Wesbecher, CMO
#call2loyalty
#call2loyalty
Bad Service Is a Very Expensive Problem
64%OF CONSUMERS
SWITCH DUE TO BAD CUSTOMER SERVICE
$6TREVENUE
OPPORTUNITYDUE TO SWITCHING
Great Service Drives Loyalty Poor Service Drives Switching
#call2loyalty
Emotionally Connected Experiences Prevent Switching
“On a lifetime value basis, emotionally connected customers
are more than twice as valuable as highly satisfied customers.”
“How a customer feels determines likelihood to
repurchase.”
“Emotion biggest lever for CX – influencing stock price.”
“Best in class agents naturally adapt to customer personality.”
“Personality matching can drive transformational benefit.”
“Positive emotions lead to higher NPS scores.”
#call2loyalty
Personality Drives Emotional Connections
CUSTOMERS AGENTS
92%Consumers who would
select their ideal agentif given the opportunity
76%Agents who would selecttheir ideal consumerif given the opportunity
#call2loyalty
We help brands have better conversations with their employees and customers.
#call2loyalty
What We’re Doing
Spearheading the next wave of CX as the emerging leader in a new category: Personality Analytics
Enables enterprises toinfuse the understanding ofpersonality into every interaction
Optimally pairs customers and employees on every call when leveraged in routing
Drives powerful predictive models and new ways to assess employee and outsourcer performance
#call2loyalty
The Chemistry of Conversation
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
MiMisrecognition
ExExpressionof interest
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
PcPositive comment
#call2loyalty
The Chemistry of Conversation
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
MiMisrecognition
ExExpressionof interest
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
PcPositive comment
#call2loyalty
The Chemistry of Conversation
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
MiMisrecognition
ExExpressionof interest
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
PcPositive comment
#call2loyalty
The Chemistry of Conversation
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
MiMisrecognition
ExExpressionof interest
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
PcPositive comment
#call2loyalty
The Chemistry of Conversation
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
MiMisrecognition
ExExpressionof interest
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
PcPositive comment
#call2loyalty
Personality Pairing is the Holy Grail for CX
CostsSales Conversions
Employee Engagement
NPS / CSAT
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
#call2loyalty
It Drives Meaningful Lift
Reduced callbacks
11%
Improved customer satisfaction
24% 8%
Increased sales conversion
12%
Increased service efficiency
TelcoInsuranceHealthcareTechnology
#call2loyalty
Conversation Data Enables NPS/CSAT Predictions
PREDICTIVE NPS/CSAT SCOREs
Positive Comments
Personality
Simple Calls
Resolution Discussion
Life Event Discussion
Distress
Non-Interaction Time
Complex Calls
Recent Callbacks
Agent Miscommunications
Transfers
#call2loyalty
It Works
Deployed across the ecosystemAdopted by household brands
#call2loyalty
DIANE MAGERSMAXI SCHMIDT-SUBRAMANIAN
CHIP BELL
But Don’t Just Take Our Word for It…
JENNIFER RODSTROMRICK DELISI
