Delivering Customer Service in the Cloud
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How to Improve Customer Experience While Reducing Costs. Presented by Kevin Paschuck, VP Public Sector at the 2009 Digital Government Institute’s Government Customer Service Conference.
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Delivering Customer Service in the Cloud
- 1. Delivering Customer Experience in the Cloud Kevin Paschuck Vice President, Public Sector December 3, 2009 © 2009 RightNow Technologies, Inc.
- 2. Meet Sam © 2009 RightNow Technologies, Inc.
- 3. © 2009 RightNow Technologies, Inc. A.K.A.
- 4. Mr. Director of Customer Service © 2009 RightNow Technologies, Inc.
- 5. © 2009 RightNow Technologies, Inc. Sam lives in …
- 6. © 2009 RightNow Technologies, Inc.
- 7. © 2009 RightNow Technologies, Inc. He takes the …
- 8. © 2009 RightNow Technologies, Inc.
- 9. © 2009 RightNow Technologies, Inc. and enjoys …
- 10. © 2009 RightNow Technologies, Inc.
- 11. Sam cheers for … © 2009 RightNow Technologies, Inc.
- 12. © 2009 RightNow Technologies, Inc.
- 13. Sam is Great at … © 2009 RightNow Technologies, Inc.
- 14. Leading People © 2009 RightNow Technologies, Inc.
- 15. © 2009 RightNow Technologies, Inc. But lousy at …
- 16. Customer Service © 2009 RightNow Technologies, Inc.
- 17. Sam’s contact center looks like … © 2009 RightNow Technologies, Inc.
- 18. © 2009 RightNow Technologies, Inc.
- 19. His website looks like … © 2009 RightNow Technologies, Inc.
- 20. © 2009 RightNow Technologies, Inc.
- 21. when it Should look like … © 2009 RightNow Technologies, Inc.
- 22. © 2009 RightNow Technologies, Inc.
- 23. to make Matters worse … © 2009 RightNow Technologies, Inc.
- 24. Infrastructure costs are high © 2009 RightNow Technologies, Inc.
- 25. Sam doesn’t know any better. © 2009 RightNow Technologies, Inc.
- 26. Sam, meet Diane. © 2009 RightNow Technologies, Inc.
- 27. Ms. Manager of Customer Experience © 2009 RightNow Technologies, Inc.
- 28. Diane also lives in … © 2009 RightNow Technologies, Inc.
- 29. © 2009 RightNow Technologies, Inc.
- 30. © 2009 RightNow Technologies, Inc. commutes on …
- 31. © 2009 RightNow Technologies, Inc.
- 32. and cheers for … © 2009 RightNow Technologies, Inc.
- 33. © 2009 RightNow Technologies, Inc.
- 34. Diane is also Good at … © 2009 RightNow Technologies, Inc.
- 35. LEADERSHIP © 2009 RightNow Technologies, Inc.
- 36. but is Great at … © 2009 RightNow Technologies, Inc.
- 37. Customer Experience © 2009 RightNow Technologies, Inc.
- 38. why? © 2009 RightNow Technologies, Inc.
- 39. She understands… © 2009 RightNow Technologies, Inc.
- 40. 3 EXPERIENCES THAT MATTER © 2009 RightNow Technologies, Inc.
- 41. Benefits of Cloud Computing © 2009 RightNow Technologies, Inc.
- 42. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
- 43. Let’s take a look © 2009 RightNow Technologies, Inc.
- 44. WEB EXPERIENCE © 2009 RightNow Technologies, Inc.
- 45. Establish a Knowledge Foundation © 2009 RightNow Technologies, Inc.
- 46. © 2009 RightNow Technologies, Inc.
- 47. SOCIAL EXPERIENCE © 2009 RightNow Technologies, Inc.
- 48. What is Social Media? © 2009 RightNow Technologies, Inc.
- 49. Social Media uses Internet and web-based technologies to transform broadcast monologues (one to many) into social media dialogues (many to many). It allows everyone to be a publisher of knowledge and information, transforming people from content consumers into content producers. © 2009 RightNow Technologies, Inc.
- 50. © 2009 RightNow Technologies, Inc.
- 51. Listen and Participate © 2009 RightNow Technologies, Inc.
- 52. Connect and Engage © 2009 RightNow Technologies, Inc.
- 53. Support Community Innovation Community Social Experience Designer © 2009 RightNow Technologies, Inc.
- 54. CONTACT CENTER EXPERIENCE © 2009 RightNow Technologies, Inc.
- 55. Empower Frontline Employees © 2009 RightNow Technologies, Inc.
- 56. Offer Multi-Channel Choice © 2009 RightNow Technologies, Inc.
- 57. Listen to your Customers © 2009 RightNow Technologies, Inc.
- 58. Design Seamless Experiences © 2009 RightNow Technologies, Inc.
- 59. © 2009 RightNow Technologies, Inc.
- 60. Measure and Continuously Improve © 2009 RightNow Technologies, Inc.
- 61. Cloud Computing © 2009 RightNow Technologies, Inc.
- 62. © 2009 RightNow Technologies, Inc.
- 63. 5 Pillars of IT Transformation 1. Citizen Engagement 2. Cost Reduction 3. Secure Computing 4. Innovation 5. Transparency © 2009 RightNow Technologies, Inc.
- 64. Characteristics Benefits On Demand Service Innovation Shared IT Resources Lower Cost / Greener Dynamic Scalability Running Instantly Device Independence Deploy on any Client Subscription Service Pay for Actual Usage © 2009 RightNow Technologies, Inc.
- 65. Hybrid Private (Community) Public The Cloud © 2009 RightNow Technologies, Inc.
- 66. Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Infrastructure-as-a-Service (IaaS) © 2009 RightNow Technologies, Inc.
- 67. Cloud solution must address security challenges … starting point is NIST-853 Moderate © 2009 RightNow Technologies, Inc.
- 68. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
- 69. SOFTWARE as a Service © 2009 RightNow Technologies, Inc.
- 70. Software as a SERVICE © 2009 RightNow Technologies, Inc.
- 71. Results © 2009 RightNow Technologies, Inc.
- 72. Expertise © 2009 RightNow Technologies, Inc.
- 73. Deliver on the Promise © 2009 RightNow Technologies, Inc.
- 74. © 2009 RightNow Technologies, Inc. Thank you
- 75. THANK YOU! © 2009 RightNow Technologies, Inc.
- 76. Kevin T. Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com kevin_paschuck © 2009 RightNow Technologies, Inc.