Embracing Digital Transformation (Martin Hill-Wilson)
Serving The Social Customer (Nicola Millard)
Business and Technology Industry Panel Discussion (Garvan Callan, Eibhlin Payne, Paul O’Riordan, Tim Hynes)
3. Agenda
1.00pm – Opening & Running Order (Eoghan McDermott)
1.05pm – BT Welcome & Evolution Series Context (Graham Fagan)
1.10pm – Embracing Digital Transformation (Martin Hill-Wilson)
1.30pm – Serving The Social Customer (Nicola Millard)
1.45pm – New Year’s Video Messages (Shep Hyken, Frank Eliason, Sarah
Millar-Caldicott, Peter Shankman)
1.55pm – Business and Technology Industry Panel Discussion (Garvan
Callan, Eibhlin Payne, Paul O’Riordan, Tim Hynes)
4. Graham Fagan
Head of Contact Centre and
Multichannel Proposition
BT Ireland
#btbizcon
6. “Digital Transformation
Is not an arcane art,
It can be codified”
Didier Bonnet, Cap Gemini
Senior VP &
Global Practice Leader
Digital Transformation
Author of
‘Leading Digital’,
Harvard Business Review
12. Per sonal i sati on
S oci al Inter acti on
E mpower ment
Key Trends
M ul ti - S cr een/Omni - Channel
13. Per sonal i sati on
S oci al Inter acti on
E mpower ment
M ul ti - S cr een/Omni - Channel
Key Trends
14. The selling process
is giving way to the
buying process
B2B customers completed nearly 60% of a typical purchasing
decision - researching solutions, ranking options, setting
requirements, benchmarking pricing - before even having a
conversation with a supplier
Source: 2013 Corporate Executive Board study of more than 1,400 B2B customers
Autonomous Buyers
19. Per sonal i sati on
S oci al Inter acti on
M ul ti - S cr een/Omni - Channel
E mpower ment
Key Trends
20. 85% of online
shoppers start
searching on one
device and make a
purchase on another
Google
Any Which Way
People swap devices 21 times an hour
OMD UK's Future of Britain research project
22. Per sonal i sati on
S oci al Inter acti on
M ul ti - S cr een/Omni - Channel
E mpower ment
Key Trends
23. At My Convenience
China’s JD.com launched the option for many items to be
delivered within three hours, effectively giving millions of
Chinese office workers the ability to place an order by 3pm
and have their shopping arrive right after work
37. How Mobile Impacts CX
“Smartphone uptake is a huge
driver of multichannel usage
Customers do not particularly
differentiate between phone,
email, web chat or mobile self-
service: as it is on the same
device
It seems to them as though it
should be a single channel”
38.
39. There are six fundamental things that customers want:
1. Know Me
2. Be Relevant
3. Be Competent
4. Be Trustworthy
5. Be Likable
6. Be Available
40. Stuck In A Time Warp?
Source: Parature 2014 State of Multichannel Customer Service
Survey – 1,000 US consumers
41. “Has my claim been accepted ?”
u p s t r e a m
LitigationComplaint
2+ Time
Resolution
Multiple
Transfers
1st time
resolution
d o w n s t r e a m
Inbound
Situation
Is Recognised
Outbound
Need
is anticipated
Need is
removed
Where We Need To Be
42. 1. Need to phone and find out
2. Automated, instant confirmations triggered
at each stage of claims workflow
u p s t r e a m
LitigationComplaint
2+ Time
Resolution
Multiple
Transfers
1st time
resolution
d o w n s t r e a m
Inbound
Situation
Is Recognised
Outbound
Need
is anticipated
Need is
removed
Where We Need To Be
68. Business and Technology Industry
Panel Discussion
• Garvan Callan, Bank of Ireland
• Tim Hynes, Microsoft
• Kristina Pfuertner, PayPal Corp
• Eibhlin Payne, Blizzard Entertainment
• Paul O’Riordan, Oracle Corp
#btbizcon