1. NICE Fizzback Voice of the Customer
Roger Hughes, Sales Director
21 June 12

2. Agenda
NICE’s Vision of Customer Experience Management
The NICE Fizzback Solution
Business Impact and Value
Discussion – Q & A

3. 3

4. Customers & Impact
38 point NPS gain
30 point CSAT gain
Advocacy
26% churn reduction
20% increase in save rate
Loyalty
20% increase in upsell
14% reduction in returns
Spend
8% brand trust increase
BRAND
Customer Service Awards
OPEX 61% reduction in complaints
23% reduction in OPEX
1m reduction in waste calls

5. Holistic Voice of the Customer – Direct, Indirect, Inferred
DIRECT Real-Time or Event-Driven Feedback
Email Web Phone Social Chat
Media
INDIRECT
Activation Credit Membership
Early Card Online Points
Days Features Servicin
g Payment
INFERRED Application
Process Stateme
nt
Fraud
Credit Late
First Card Fees Change
Statement Payment
in Credit
Limit

6. Customer Feedback: A Process to Drive Action
ENGAGE CAPTURE
All customers at key moments Freeform feedback using customers’
of truth preferred channel
ACT INTERPRET
Respond rapidly to customer Derive meaning using natural
feedback language processing
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7. CEM Framework
Customer Outbound Social Home
Retail Web IVR Business Installation
Care Agents Media
Real-Time Subscriber, Transaction, Enrichment Data
Artificial Intelligence: Natural
Language Processor deriving
category, sentiment, products &
competitors across touchpoints.
Polling:
Real-time transactional
polling & right-time life cycle
polling
Intelligent Routing, Alerts & Insights
People Process Customer Management
- Agent performance management - Understand drivers of dissatisfaction - Intelligent routing for rescue
- Agent coaching and compensation - What is causing FCR failure - Closed-loop feedback
- Employee engagement - What is driving propensity to contact - Customer retention
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8. NICE Fizzback: Real-Time Direct Feedback…Operationalized
VOC

9. HOW A CONSUMER ENGAGES IN THE PROCESS

10. Julia’s experience
ENGAGE
All customers at key moments
of truth
Hi Julia, thanks for calling David
in ABC Bank Card Activation
Timing: Feedback request sent
earlier. We’d like to ask you 2 to Julia a few minutes after her
brief questions about your
experience? interaction
Q1 of 2. Overall how satisfied
were you with the service David
provided – on a scale of 10 Personalization: Personalized
(extremely satisfied) to 1
(extremely dissatisfied)? message mentioning both
customer name and advisor
name as well as the
department contacted
Reply Delete

11. Julia’s experience
ENGAGE
All customers at key moments
of truth
Usability: Responding with
“Awesome”, score is
Awesome!
converted to 9/10
Engagement level:
Response rates range
between 25% and 55%
Send Save

12. Julia’s experience
ENGAGE
All customers at key moments
of truth
Adaptive: response to first question
Great to hear that.
– “Great to hear that.”
Q2 of 2: Did David
recommend you buy
Payment Protection
Rotating questions: a single
Insurance? customer is asked one of the
a) Yes rotating questions
b) No
Volume: is sufficient to divide the
analysis
Reply Delete

13. Julia’s experience
ENGAGE
All customers at key moments
of truth
Natural: Yep is coded to
Yep
“Yes”
Process is smooth and
conversational
Send Save

14. Julia’s experience
CAPTURE
Freeform feedback using customers’
preferred channel
That’s great. Scores: Are collected
throughout the dialog
And finally we would
welcome your feedback on
the reasons for your ratings
or how we could improve Verbatim: Request made for
your ABC Bank experience.
verbatim comments, so
further insights can be
gained into Julia’s
experience
Reply Delete

15. Julia’s experience
INTERPRET
Derive meaning using natural
language processing
Artificial Intelligence: derives key
Really friendly rep gave
insight from the freeform comments:
helpful advice plus I love
the fact I get cashback on Positive about Staff Rapport
what I spend and low
International fees x Positive about Staff Knowledge
Positive about Products / Price
Mentioned key word “International”
Send Save

16. Julia’s experience
ACT
Respond rapidly to customer
feedback
Action:
Thanks for taking part. Your
feedback about your Julia’s score contributes to his bonus
experience will be used to
help us continually improve
David’s Team moves up the league
our services. table
Julia may be included in segment-
ABC Bank
based marketing for Travel Insurance
offers in the future
Lots of great information derived from
quick, freeform response
Reply Delete Julia feels valued and is
ready to recommend!

17. Steven’s experience: a different story
ENGAGE
All customers at key moments
of truth
Hi Steven, thanks for contacting
Brian in ABC Payments As with Julia, a feedback
yesterday. We’d like to ask you 2
brief questions about your request is sent the day
experience?
after Steven spoke with
Q1 of 2. Overall how satisfied
were you with the service Brian
Brian in the Contact Centre
provided – on a scale of 10
(extremely satisfied) to 1
(extremely dissatisfied)?
Reply Delete

18. Steven’s experience: A different story
INTERPRET
Derive meaning using natural
language processing
NICE Fizzback interprets
Not happy
negative sentiment in
response, treats the
customer as at-risk
Rather than forcing
Steven to answer 0-10
Send Save

19. Steven’s experience: A different story
ACT
Respond rapidly to customer
feedback
Sorry you were not
Adaptive response is
satisfied. immediately sent
We would welcome your Question 2 skipped as customer
feedback on the reasons for has expressed dissatisfaction
your ratings or how we
could improve your ABC Move straight to verbatim
Bank experience.
question to try to find out why
Steven is not happy
Reply Delete

20. Steven’s experience: A different story
ACT
Respond rapidly to customer
feedback
Fizzback artificial intelligence derives key
insight from the freeform complaint:
Your staff are pleasant but
the payment instruction Positive about Staff Rapport
could not be taken due to
something wrong with your Negative about the Process
system!!! Action:
Red alert sent to Payments Team
Early warning to Systems Team
Send Save

21. The Feedback Management Process – Beyond Insight
ENGAGE CAPTURE
All customers at key moments Freeform feedback using customers’
of truth preferred channel
ACT INTERPRET
Respond rapidly to customer Derive meaning using natural
feedback language processing
Corrective action Visibility across Integration with
& ‘instant routing’ channels & processes key systems
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22. HOW BUSINESSES LEVERAGE FEEDBACK TO
DRIVE IMPROVEMENTS

23. Gain Clear Insight into Advisor & Process Performance
On average 80% of
feedback is positive,
which helps boost
employee morale.
Understand what your
Customer sees as your
Advisors weak areas.
Direct feedback is
often less
contentious than
manager feedback.
Compare these against your
average Advisor Scores

24. Clear, actionable intelligence in real-time
· Mood map · Geographic drill-down · Store leagues · Root causes
· Employee leagues · Performance Measurement · KPI trending · Early-warning indicator

25. Response Manager
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26. NICE Fizzback: Driving Employee Excellence
Identify ‘Role Model’ reps Share improvements over time
“I needed to change payments. The
lady I spoke to was very helpful and
patient with me. Thank you!”
Motivate reps with positive feedback Identify topics for individual coaching

27. NICE Fizzback – Key Differentiators
Event-driven Multiple channels:
Conversational feedback Mobile (SMS),
email, chat
Response rates > 40%
Multiple touch
Driving enterprise-wide points: retail,
improvement branches, online,
contact centers
Uniqueness
Rapid ROI Broad: End-to-end
Customer recovery, solution
retention & lifetime value Deep: Specialists in
Customer performance
satisfaction and NPS scores improvement
Operational efficiency & cost Expert: Expertise in
improvement business
transformation
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28. The Golden Rules of a Successful CEM Strategy
GOLDEN RULES
REALLY LISTEN
Across touch points and customer preferred channels.
ENGAGE IN CONVERSATIONS
It’s not an interrogation. Engage your customers with natural dialog.
IN REAL-TIME
To increase their engagement and increase the impact you can make.
LISTEN A LOT
Anecdotal information is not enough to make a difference.
AND OPERATIONALIZE!
Leverage the feedback directly to improve customer satisfaction, retain
customers and even increase operational efficiency.
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