Innovative Customer Journey Strategies for Brand Growth in 2023
Explore the latest customer journey strategies to propel your brand forward in 2023. Join the Lucilium-affiliated sessions facilitated by John Heiberger to share experiences, build relationships, and stay updated on industry trends. Attend virtual discussions, access recorded sessions, and engage with a community of peers to enhance your brand's success. Register now to become a part of the broader membership base and unlock valuable insights for your business.
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Presentation Transcript
2023 CCSC Latest customer journey strategies and if they will propel your brand forward Facilitator John Heiberger MUTE Your Phone Please! Unmute to Participate 1 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Sessions will be Recorded! And Uploaded to Our Electronic Site 2 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Mission Share our experiences, knowledge, and insight so we can receive the most from our investments and make good decisions Create a Community of Peers We can Rely on for Help & Input Build Individual Relationships Respect Each Other s Confidentiality 3 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
How We Operate Virtual No travel Collaborative Everyone Participates Independent No External Funding All Topics are Member Driven Real World Discussions No Sales or Marketing Pitches Attend What You Want Forward Invites to Others Who May Have Interest Sessions are Recorded and Stored Securely For Those Who Could Not Attend Face-to-Face Once a Year This year it was the Genesys Conference in June 2023 Next Year? TBD 4 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
2023 Season Broader Membership Base and Range of Topics Around 500+ Members and 220+ Companies Topic and solution diversification New Website www.ccsolutionsconsortium.com Session schedule, Technology agnostic, Archives Member registration and lookup, Discussion board Survey Results Conference Attendance/Planning CCSC Sponsorship/Costs 2023, Lucilium Sponsors can apply now but need time to market this Spread the Word About the CCSC Past companies, business colleagues, others Sponsor your own CCSC session Any CC topic or focus contact me 5 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Attending but Not a Member? Possibilities Someone on your team may have forwarded you the invite You may have received the invite from a different company Please consider joining Register here www.ccsolutionsconsortium.com Benefits Network with other members Access to session records for the past 5+ years Discussion board Ask for topics of interest to be discussed 6 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Lucilium John Heiberger Customer Experience and Contact Center Operations 28 Years of Experience - Technology Agnostic Consulting/Advisement Benchmarks, Readiness, Optimization Technology, Outsourcing, or Services Selection Vision, Strategy, Roadmap CX Improvements, Process Improvements, Customer Journey Artificial Intelligence, Bots, Virtual Agents Project Deployments and Staff/Expertise Augmentation Operations and Information Technology Recent Trends Solution Transitions Customer Journey Tracking and Self-Service Connection Premise to Cloud Transformation 15+ Industries and 140+ Clients 7 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
2022 Session Schedule 03/28/23, 10am CST, 60 Min, Premise to cloud migration strategy, preparation, and best practices 04/12/23, 11am CST, 60 Min, Genesys Cloud, Nice/InContact, Amazon Connect, TalkDesk, and Five9 comparison 04/27/23, 12pm CST, 60 Min, Contact center market overview by Jon Arnold and John Heiberger 05/09/23, 1pm CST, 60 Min, How SFDC & Amazon Connect is different and are they ready for prime time 05/24/23, 2pm CST, 60 Min, How to incorporate the right UCaaS solution with your CCaaS investment 06/08/23, 10am CST, 60 Min, Will a digital first transformation implementation help or hurt your brand 06/27/23, 11am CST, 90 Min, Everything and anything Genesys Cloud; open discussion 07/12/23, 12pm CST, 60 Min, Latest customer journey strategies and if they will propel your brand forward 07/27/23, 1pm CST, 60 Min, How and why CPaaS solutions will decrease your contact center scope 08/08/23, 2pm CST, 90 Min, Premise to cloud migration experiences; good, bad, and the ugly 08/16/23, 10am CST, 60 Min, CCaaS solution market maturity and readiness to solve your requirements 08/31/23, 11am CST, 60 Min, How and why to use AI; voice, webchat, quality assurance, WFM, other 09/12/23, 12pm CST, 90 Min, Design and build best practices; IVR, API, Bots, Dialer, Digital, CRM, other 09/20/23, 1pm CST, 90 Min, Innovation brainstorming session; bring your examples and stories to share 10/05/23, 2pm CST, 60 Min, Real-world member experiences after migrating to a new solution 10/17/23, 11am CST, 60 Min, How to incorporate digital, dialer, and AI in your WFM strategy ***Topic, Dates, and Times are Subject to Change 8 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Customer Journey History 2000s Customer journey strategies were not in full motion, more of a theory When considered, it was mostly based on the CC channels CRM momentum was still building CC solutions took advantage of this by offering stop-gaps CC solutions took it upon themselves to provide a small piece of journey Listing prior/previous calls 2010s Webchat, mobile apps, portals, oh my . +omnichannel and pivoting Inherently customer touchpoints became more complex Early adopters and CRM journey strategies hit hard Touchpoint visibility, telling a story, continue from were we left off 2020s One to one marketing takes hold AI technology benefits those who have a strong journey strategy in place 9 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
What Are We Attempting to Accomplish? Let s boil it down Hard returns Call containment or deflection Reduction in handle times Reduction in training/nesting durations Soft returns Customer experience They know me I did not have to repeat myself Call or chat, I get the same constructive service 10 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Customer Journey Feeds CRM/EMR/ ERP Feeds Portal Feeds Mobile App Feeds Other Feeds CC Feed Normalized Assessable Organized Data Lake/warehouse CRM Other Journey Tracking Data IVR, Chat, Other Logic Other Processes Portal, BOTs Mobile App CRM/EMR/ ERP AI Consumption 11 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Can it be Taken Too Far? Most times, no it cannot if there is a strong use case Specific end deliverables Keeping the customer and agent personas in mind When it does go too far, it s typically, Let s toss all the data up at the wall and see what sticks Agents are overwhelmed with journey occurrences and data Customer ease and experience plateaus and begins to fall off Data is old and/or not normalized properly Injects errors and inaccuracies into the mix 12 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Open discussion Questions? Experiences? Initiatives? 13 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Notes Cannot keep up with business requests So many requests Silos of cross functional teams causes complexity Digital, voice, and AI Where to focus? Where? Genesys Provided Features Foundry Build it (CPaaS) Channel usage for the journey trending? WhatsApp? SMS? Chat? Email? 14 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
