Consumers have gone digital; you hear phrases like “digital by default” and “digital transformation”
in the C-suite. In fact, CDOs (Chief Digital Officers) are the latest addition to the C-suite!
28. • Introduction to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
29. • What we do
Multichannel customer engagement
cloud solution
• Interactive sales
• Multichannel service
• Knowledge management
• Who we are
Founded in 1997
HQ in Sunnyvale, CA, USA
• Offices in EMEA and APAC
ABOUT EGAIN
30. 30
“eGain continues to be the
WCS [Web Customer Service]
vendor with the most
complete offering on the
market.”
GARTNER MQ LEADER 5 YEARS IN A ROW
31. **Replace with ‘kosher’ client logos**
TRUSTED BY LEADERS
Financial Services
and Insurance Manufacturing Retail Telecom Utilities
32. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
34. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
35. Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine, Vice President & Principal Analyst Forrester October 17, 2013
Age of
Manufacturing
Age of
Distribution
Age of
Information
Age of the
Customer
Source: June 6, 2011, “Competitive Strategy In the Age Of The Customer” Forrester Report
It is the age of the customer!
36. Customer experience correlates
with loyalty
• Willingness to consider
another purchase
• Likelihood to
recommend to a friend
• Likelihood to switch
business to a competitor
36
Forrester: How To Profit From The Outside-In Approach To Customer Experience Kerry Bodine,
Vice President & Principal Analyst Forrester October 17, 2013
38. Engagement = Experience = Better performance
Source: “Digital Advantage” 2012 study by Capgemini Group and MIT Center of Digital Business
9%
higher revenue /
employee from
fixed assets26%
higher profit
margins
12%
higher market
capitalizations
39. Engagement is a C-level priority
9 out of 10
U.S. CEOs are saying they are
strengthening their customer and
client engagement programs
Price Waterhouse 2013 U.S. CEO Survey
45. • Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
46. • Model focused on key activities along customer journeys
– Connect – proactively making the right connection
– Educate – providing appropriate personalized information
– Acquire– advice and guidance to make the right decisions
– Serve - building the relationship though on-going help and support
– Optimize – refining and extending the relationship
• Levels of maturity
– Establish– basic information deployed in a digital channel
– Deliver– digital CX execution is in line with industry standards and
customer expectations
– Differentiate– exceeding the industry standard and use of digital CX
– Delight– recognised by customers and industry as an innovative leader
in digital CX
eGain Digital Customer Engagement
Maturity model™ makes it easy
47. Serve
Acquire
Educate
Connect
Establish Deliver Differentiate Delight
• User has to request
help or contact
• Generic help and
assistance provided in
the context of the
inquiry
• Personalized proactive
help and assistance
provided in the context
of the customer journey
• Experience designed
and optimized on the
basis of continuous
feedback and
monitoring
• User has to look for
further information –
usually static
documents -
• User has to request
advice, typically
through a contact
center
• User has to request
help and support by
phone or web form
• Generic help and
assistance
• Access to user reviews
and feedback
• Peer to peer help
available
• Interactive knowledge
to explore options and
choices
• Peer to peer advice
moderated by
community of experts
• Online help and support
• Interactive
troubleshooting
• Automated notifications
• Rich interactive help
and assistance
provided in the context
of the journey
• Moderated expert
forum
• Interactive tools to
model options and
alternatives
• Proactive assistance
through cobrowse
• Personalized web page
/ mobile app
• Proactive updates
• Interactive integrated
diagnostics
• Proactive information
on next best activities
optimized by expert
community
• Personalized expert
advice and
recommendations
• Guidance developed
and optimized by expert
community
• Automated involvement
in community for
product/service
improvements
• Integrated diagnostics
Experience
Optimize
• User has to request
review
• Online help and support
to improve benefits
• Peer to peer
recommendations
• Automated notifications
• Personalized
recommendations
• Proactive updates
• Interactive
product/service
refinement
• Proactive, personalized
program based on
feedback
• Automated involvement
in product/service
improvements
48. 2014
CustomerExperience
2015 2016 2017
Web Self-Service
Email Deflection
Offers
Chat
Branded Virtual
Assistant
Help on in-store
Kiosk & Tablets
CoBrowse
Web Kiosk Help for
Photo Book
Click2Call
Video Chat
Notifications
Community
Web Self-Service
Offers
Chat
CoBrowse
Click2Call
Video Chat
CoBrowse
Click2Call
Notifications
Offers Chat
EstablishDeliverDifferentiateDelight
T r a n s f o r m a t i o n
R o a d m a p
Company A Company B Company C
Transformation roadmap
50. • Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
51. PREMIER CATALOG AND WEB RETAILER
Challenge
Increase order conversion and average order value
Reduce cost of service
Rapidly turn around offers
eGain Solution
“Digital sales conversion”
CLIENT SUCCESS
Web Contact Center
50 million
Marketing offers per year
1 million
Shopping assistance sessions per year
5%
Uplift in shopping conversion
52. LEADING HEALTHCARE INSURANCE CARRIER
Challenge
Differentiate through unrivaled customer service
Reduce sales and service costs
Retool customer engagement for the emerging retail
insurance market
eGain Solution
“Digital differentiation ”
Slide 52
CLIENT SUCCESS
Web Contact Center
$2.6M
Saved in first phase of
deployment
12M
Members served
53. GLOBAL 100 MULTINATIONAL TELCO
Challenge
Provide customers choice of interaction channels
Reduce cost of serve and share best practices through
a shared platform across operating companies
Accelerate innovation with a global partner
eGain Solution
CLIENT SUCCESS
Web Contact CenterSocialMobile
28%
Increase in self–service deflection
12%Increase in First Contact Resolution
8Op Cos use the eGain platform
“Digital leverage”
54. MULTINATIONAL COSMETICS
MANUFACTURER AND RETAILER
Challenge
Empower worldwide sales representatives with product
knowledge and sales best practices
Provide unified support through agents and self-service
Publish knowledge – one version of truth - from a single
multilingual platform
eGain Solution
“Digital sales empowerment”
CLIENT SUCCESS
Web Contact Center
6.5MSales reps empowered
15Countries served
1000Products supported
55. AGENDA
• Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A