Meeting the emotional needs of consumers and agents€¦ · seamless, efficient, omnichannel...

Meeting the emotional needs of consumers and agents

Exceeding Customer Experience Expectations Across All Generations

© Odigo 2019. All rights reserved | 2

1920s 1930s 1940s 1950s 1960s 1970s 1980s

1925

SilentGeneration

BabyBoomers Gen X

Gen YMillennials

1943 1965 1980

Ringing in the changes – Defined by social consciousness


The singularity timeline

2019


Face to face – a world of personalities with emotion


Driven by emotion in so many ways


Each generation has a different emotional bias towards technology

MillennialsBaby Boomers Gen Z• Will ask why is it

useful?

• Typically non-habitual users

• In general, tech does not change their life

• Evolved with technology

• Resourceful and often lead disruption

• Embrace all channels with business and personal overlap

• Only knows technology

• Tend be consumed in a digital world

• Take it all for granted

Gen X• First to assimilate the

WWW and computers

• Generally adopt new channels but…

• Social channels are usually for personal use


A differential also exists in contact centres


Contact Centre

The emotional connection of advisors to customer

Slow

systems

Re-

keying

Surpris

events

Lack of

insight

Fraud

The

internal

challenges

Work-

arounds

Angry

Urgency

Expectation

Embarrassed

Frustration

The

external

challenges

Fraudster

Customer NPS

Ease of journey

Right first time

Agent NPS

© Odigo 2019. All rights reserved | 9Capability

Omni-Channel SCV /

Decisioning Omni-Channel /

Intelligent Routing

Stand Alone / Voice Only

Siloed voice-only channel operating in a reactive capacity, little or no customer insight

Enables Guests to engage via preferred channels (voice, email, SMS, chat), Agents empowered by unified desktop offering & intelligent routing

Granular SCV

incorporating real-time

digital behaviours, ID

resolution & preferences

maintained, AI and

automation to deliver

Next Best Experience Cu

sto

mer E

xp

erie

nce D

elivered

Seamless interplay between human & automated channels, centralised decisioning, content & offers adapted in real-time based on 1:1 context

Multi-Channel / Retrospective

Analysis

Voice & email operating independently, limited operational CRM & Agent KPI dashboards

Automated, Predictive,

Contextual 1:1 Personalisation

Single Channel Multi-Channel Omni-Channel Channel-Less

Limited Differentiation

Transition from Re-Active Engagement → Pro-Active Engagement

Contact Centre – Transition and Maturity Journey


Contact Centre

Contextual and informed – Where the new meets traditional

Predict

why

Capture

intent

Know their

history

Enhanced

Self-

service

Early

insights

Identify

fraud faster

Emotional

disposition

Likely

next step

Emotional

intent

Context and

history

Next best

action

Early

insights

Identify fraud

faster

Matching to

agent not

process

Sentiment

Informed routing

WhoWhyWhatWhenWhere


Customers, regardless of age, are not asking for automation, robots, or new channels of communication.

However, more and more of the identified needs, must embrace AI

and automation to be met


Keeping your customers and agentsemotionally satisfied

Odigo helps big organizations connect with individuals

through world-class, cloud-based contact center solutions.

Our cutting-edge, proprietary technologies enable a

seamless, efficient, omnichannel experience for your

customers and a satisfying, engaging experience for your

service agents.

Odigo serves more than 400,000 agents and business

users globally. With a 25-year history of industry firsts,

Odigo has more than 350 clients around the world.

Odigo is a Capgemini brand, which means we benefit from

the scale and expertise of one of the world’s foremost

providers of consulting, technology services and digital

transformation.

Visit us at

www.odigo.com

This message contains information that may be privilegedor confidential and is the property of the Odigo.Copyright © 2019 Odigo. All rights reserved.

About Odigo

http://www.odigo.com/

Meeting the emotional needs of consumers and agents€¦ · seamless, efficient, omnichannel...

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