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Digital Transformation in Customer Service:
Roadmap for Success in 2014
© 2014 Forrester Research, Inc. Reproduction Prohibited
Making Leaders Successful
Every Day
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital Transformation In Customer
Service
Roadmap to Success for 2014
Guest Speaker: Kate Leggett
VP & Principal Analyst, Forrester Research Inc.
© 2014 Forrester Research, Inc. Reproduction Prohibited
What is digital transformation?....
Digital usages inherently enable new types of innovation and
creativity, rather than simply enhance and support the
traditional methods
….. Increasingly, customers' experiences with brands
happen via digital touchpoints, which is where companies
large and small seek to distinguish themselves and their
brands
© 2014 Forrester Research, Inc. Reproduction Prohibited
The digital customer is driving digital transformation
October 2013 “Digital Customer Experience Teams In The Post-PC Era”
© 2014 Forrester Research, Inc. Reproduction Prohibited
Today’s digital consumer has an average of three
connected devices
The State Of Consumers And Technology: Benchmark 2013, US
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital channels are advancing as purchasing channels
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital channels are advancing in customer service
© 2014 Forrester Research, Inc. Reproduction Prohibited
The digital customer raises expectations for service
Customer Experience Online Survey, 2013
52% will abandon
online purchases if
they can’t find a
quick answer
For 71%, valuing
their time is the
most important
thing a company
can do to provide
good service
© 2014 Forrester Research, Inc. Reproduction Prohibited
November 2013 “Anticipate Your Customer’s Next Move With Proactive Experiences”
© 2014 Forrester Research, Inc. Reproduction Prohibited
November 2013 “Anticipate Your Customer’s Next Move With Proactive Experiences”
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital customers are also omnichannel…
© 2014 Forrester Research, Inc. Reproduction Prohibited
..across the entire lifecycle
© 2014 Forrester Research, Inc. Reproduction Prohibited
Omnichannel is reality..
© 2014 Forrester Research, Inc. Reproduction Prohibited
And it’s worldwide..
February 2013 “European Online Retail: Five Trends To Watch In 2013”
© 2014 Forrester Research, Inc. Reproduction Prohibited
Digital transformation best practices for customer service
“I know I want to deliver good digital
service but I don’t know where to
start.”
Experience Officer
Customers
© 2014 Forrester Research, Inc. Reproduction Prohibited
Accenture Global Pulse Survey, 2013
#1 – Make the business case
Consumers will switch brands
because of poor customer
service. Last year there was a
5% increase in switching
because of poor customer
service, putting $1.3 trillion at
play in the US economy
© 2014 Forrester Research, Inc. Reproduction Prohibited
#1 – Make the business case
Your customers switch to more expensive channels when online interactions
lets them down
August 2012 “Websites That Don’t Support Customers Waste Millions”
© 2014 Forrester Research, Inc. Reproduction Prohibited
#1 - Make the business case
Negative comments about poor service influence prospects
© 2014 Forrester Research, Inc. Reproduction Prohibited
#2 – Make sure there are no digital silos
Companies desire consistent and connected cross channel experiences
© 2014 Forrester Research, Inc. Reproduction Prohibited
#2 – Make sure there are no digital silos
But companies don’t do well at providing cross-channel experiences
© 2014 Forrester Research, Inc. Reproduction Prohibited
# 3 - Eliminate knowledge silos, too
Email
© 2014 Forrester Research, Inc. Reproduction Prohibited
#3 – And leverage common knowledge across digital
and traditional touchpoints
© 2014 Forrester Research, Inc. Reproduction Prohibited
Best practice: Common customer service and
knowledge management platform
24
eGain Customer Engagement™ Platform
Customer
Interactions
Knowledge
Base
Process
Workflow
SOCIAL
Social
Community
CRM
ERP
Website
eCommerce
Call Center
Telephony
Enterprise
Content
Customer
Analytics
Enterprise
Communication
Web Services
Case Base
Reasoning
Multichannel
Analytics
WEB DESKTOP
Case Manager
Knowledge
Chat
Cobrowse
Click to Call
Mail
- SMS
- Fax
MESSAGING
Secure Messaging
Notify
- Mobile
- Web
- Email
- Voice
- SMS
- Fax
Data Services
MOBILE
Mobile Virtual Assistant
Mobile Self-Service
Mobile Offers
Mobile Chat
Mobile Cobrowse
Mobile Click to Call
Connectors
Virtual Assistant
Self-Service
Offers
Chat
Video Chat
Cobrowse
Click to Call
© 2014 Forrester Research, Inc. Reproduction Prohibited
But without sacrificing out-of-the-box, best-of-breed
functionality
Rich, out-of-the-box functionality is key to competitive advantage, fast time
to market, and reduced cost of ownership
Understand your customers’ choice of channels and journeys
Choose technology that supports your customers in the best way possible
through their omnichannel journey
• Unified omnichannel platform with ability to “plug in” new touchpoints,
based on changing customer needs
• Flexible deployment options that can align with changing business
needs
• Agent experience is important, too, for maximum productivity and
efficiency
• Evaluate how mature and proven the vendor’s technology and domain
expertise are
© 2014 Forrester Research, Inc. Reproduction Prohibited
Continually improve operations by focusing on strategy,
customer understanding, technology and culture
© 2014 Forrester Research, Inc. Reproduction Prohibited
Thank you
Kate Leggett
Principal Analyst, Forrester Research Inc.
kleggett@forrester.com
@kateleggett
• Introduction to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
• 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
“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
**Replace with ‘kosher’ client logos**
TRUSTED BY LEADERS
Financial Services
and Insurance Manufacturing Retail Telecom Utilities
• Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
Live Audience Poll
• Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
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!
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
Switching economy
51%
U.S. consumers that switched
service providers due to
poor experiences
Source: Accenture Global Consumer Pulse Research, 2013 Copyright © 2013 Accenture All rights reserved.
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
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
Engagement should be…
• When, where, and how they want
• Fast and accurate
• Proactive
• Intelligent
• Anywhere, any time, any device
• But all unified
defined
Guided engagement makes it easy
Consumer
The eGain Solution
Gartner Pace Layer Architecture
CRM
Content
Management
Contact Center
CTI
eCommerce
System
CUSTOMER
ENGAGEMENT
PLATFORM
© 2014 Forrester Research, Inc. Reproduction Prohibited
Slide 44
eGain gives you
the Power of One
Multichannel sales and service
 Seamless customer journeys across social, mobile, web,
contact center, and storefront
 View of the customer
 Multichannel agent desktop
 Set of business processes
 Knowledge base
 Set of multichannel big-data analytics
 Integration with CRM, CTI, ECM, and eCommerce
• Intro to eGain
• Video: Next-gen digital journey
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
• 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
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
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
Live Audience Poll
• Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
AGENDA
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
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
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”
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
AGENDA
• Intro to eGain
• The digital engagement imperative
• Roadmap to digital excellence
• Digital success stories
• Q & A
WE HAVE AN APP FOR THAT!

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Digital Transformation in Customer Service: Roadmap for Success in 2014

  • 1. Digital Transformation in Customer Service: Roadmap for Success in 2014
  • 2. © 2014 Forrester Research, Inc. Reproduction Prohibited Making Leaders Successful Every Day
  • 3. © 2014 Forrester Research, Inc. Reproduction Prohibited Digital Transformation In Customer Service Roadmap to Success for 2014 Guest Speaker: Kate Leggett VP & Principal Analyst, Forrester Research Inc.
  • 4. © 2014 Forrester Research, Inc. Reproduction Prohibited What is digital transformation?.... Digital usages inherently enable new types of innovation and creativity, rather than simply enhance and support the traditional methods ….. Increasingly, customers' experiences with brands happen via digital touchpoints, which is where companies large and small seek to distinguish themselves and their brands
  • 5. © 2014 Forrester Research, Inc. Reproduction Prohibited The digital customer is driving digital transformation October 2013 “Digital Customer Experience Teams In The Post-PC Era”
  • 6. © 2014 Forrester Research, Inc. Reproduction Prohibited Today’s digital consumer has an average of three connected devices The State Of Consumers And Technology: Benchmark 2013, US
  • 7. © 2014 Forrester Research, Inc. Reproduction Prohibited Digital channels are advancing as purchasing channels
  • 8. © 2014 Forrester Research, Inc. Reproduction Prohibited Digital channels are advancing in customer service
  • 9. © 2014 Forrester Research, Inc. Reproduction Prohibited The digital customer raises expectations for service Customer Experience Online Survey, 2013 52% will abandon online purchases if they can’t find a quick answer For 71%, valuing their time is the most important thing a company can do to provide good service
  • 10. © 2014 Forrester Research, Inc. Reproduction Prohibited November 2013 “Anticipate Your Customer’s Next Move With Proactive Experiences”
  • 11. © 2014 Forrester Research, Inc. Reproduction Prohibited November 2013 “Anticipate Your Customer’s Next Move With Proactive Experiences”
  • 12. © 2014 Forrester Research, Inc. Reproduction Prohibited Digital customers are also omnichannel…
  • 13. © 2014 Forrester Research, Inc. Reproduction Prohibited ..across the entire lifecycle
  • 14. © 2014 Forrester Research, Inc. Reproduction Prohibited Omnichannel is reality..
  • 15. © 2014 Forrester Research, Inc. Reproduction Prohibited And it’s worldwide.. February 2013 “European Online Retail: Five Trends To Watch In 2013”
  • 16. © 2014 Forrester Research, Inc. Reproduction Prohibited Digital transformation best practices for customer service “I know I want to deliver good digital service but I don’t know where to start.” Experience Officer Customers
  • 17. © 2014 Forrester Research, Inc. Reproduction Prohibited Accenture Global Pulse Survey, 2013 #1 – Make the business case Consumers will switch brands because of poor customer service. Last year there was a 5% increase in switching because of poor customer service, putting $1.3 trillion at play in the US economy
  • 18. © 2014 Forrester Research, Inc. Reproduction Prohibited #1 – Make the business case Your customers switch to more expensive channels when online interactions lets them down August 2012 “Websites That Don’t Support Customers Waste Millions”
  • 19. © 2014 Forrester Research, Inc. Reproduction Prohibited #1 - Make the business case Negative comments about poor service influence prospects
  • 20. © 2014 Forrester Research, Inc. Reproduction Prohibited #2 – Make sure there are no digital silos Companies desire consistent and connected cross channel experiences
  • 21. © 2014 Forrester Research, Inc. Reproduction Prohibited #2 – Make sure there are no digital silos But companies don’t do well at providing cross-channel experiences
  • 22. © 2014 Forrester Research, Inc. Reproduction Prohibited # 3 - Eliminate knowledge silos, too Email
  • 23. © 2014 Forrester Research, Inc. Reproduction Prohibited #3 – And leverage common knowledge across digital and traditional touchpoints
  • 24. © 2014 Forrester Research, Inc. Reproduction Prohibited Best practice: Common customer service and knowledge management platform 24 eGain Customer Engagement™ Platform Customer Interactions Knowledge Base Process Workflow SOCIAL Social Community CRM ERP Website eCommerce Call Center Telephony Enterprise Content Customer Analytics Enterprise Communication Web Services Case Base Reasoning Multichannel Analytics WEB DESKTOP Case Manager Knowledge Chat Cobrowse Click to Call Mail - SMS - Fax MESSAGING Secure Messaging Notify - Mobile - Web - Email - Voice - SMS - Fax Data Services MOBILE Mobile Virtual Assistant Mobile Self-Service Mobile Offers Mobile Chat Mobile Cobrowse Mobile Click to Call Connectors Virtual Assistant Self-Service Offers Chat Video Chat Cobrowse Click to Call
  • 25. © 2014 Forrester Research, Inc. Reproduction Prohibited But without sacrificing out-of-the-box, best-of-breed functionality Rich, out-of-the-box functionality is key to competitive advantage, fast time to market, and reduced cost of ownership Understand your customers’ choice of channels and journeys Choose technology that supports your customers in the best way possible through their omnichannel journey • Unified omnichannel platform with ability to “plug in” new touchpoints, based on changing customer needs • Flexible deployment options that can align with changing business needs • Agent experience is important, too, for maximum productivity and efficiency • Evaluate how mature and proven the vendor’s technology and domain expertise are
  • 26. © 2014 Forrester Research, Inc. Reproduction Prohibited Continually improve operations by focusing on strategy, customer understanding, technology and culture
  • 27. © 2014 Forrester Research, Inc. Reproduction Prohibited Thank you Kate Leggett Principal Analyst, Forrester Research Inc. kleggett@forrester.com @kateleggett
  • 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
  • 37. Switching economy 51% U.S. consumers that switched service providers due to poor experiences Source: Accenture Global Consumer Pulse Research, 2013 Copyright © 2013 Accenture All rights reserved.
  • 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
  • 41. • When, where, and how they want • Fast and accurate • Proactive • Intelligent • Anywhere, any time, any device • But all unified defined
  • 42. Guided engagement makes it easy Consumer
  • 43. The eGain Solution Gartner Pace Layer Architecture CRM Content Management Contact Center CTI eCommerce System CUSTOMER ENGAGEMENT PLATFORM
  • 44. © 2014 Forrester Research, Inc. Reproduction Prohibited Slide 44 eGain gives you the Power of One Multichannel sales and service  Seamless customer journeys across social, mobile, web, contact center, and storefront  View of the customer  Multichannel agent desktop  Set of business processes  Knowledge base  Set of multichannel big-data analytics  Integration with CRM, CTI, ECM, and eCommerce
  • 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
  • 56. WE HAVE AN APP FOR THAT!