Captured during an engaging webinar series about creating genuine customer experiences with guest speakers from ADP and Storyworks1. Together they provided a fresh look into the customer experience and uncovered the keys to building a genuine human connection, regardless of external factors. Highlights: A new understanding of today’s customer experience Breakdown of the real components behind genuine connections How to create meaningful messages that break through the clutter

1. Leading with
Genuine Customer Experiences

2. Meet the
experts
ADP +
Storyworks1
Beth Zampieri
Division VP, Client Experience &
Innovation,ADP
Jeff Fritz
Founder & CEO, Storyworks1

3. Biggest changes in the customer experience?
#cx

4. o Customers expecta better experience:
o Betteraccuracy,response time,relevance
and omni-channel integration
o 90% of customers want a self-service
experience
o More than 30% of customers would
rather clean a toilet than call a
customer service rep
Biggest
changes
according to
customers
#cx

5. What has not changed?
#cx

6. o Customerswant to be treated well
o Experiencemust be consultative
and consistent
o Companies must accelerate
resolution while clients focuson
priorities
Remains the
same
according to
customers
#cx

7. What role does technology play?
#cx

8. o Technologyhelps us understand
the full customerprofile
o Digital experiences provide
information aboutpreferences
o Technologyempowers customer
relationships
o Touch points providea continuous
learning experience
Technology
impact
and the customer
experience
#cx

9. Does mobile help or hurt?
#cx

10. o Mobile acceleratesthe customer
experience
o Changes the game for response
times
o At a recent Salesforce conference,we
learned that customersexpect an
answer within an hour
o Customersbecome ambassadors
within online communities
Mobile
impact
and the customer
experience
#cx

11. #cx
How is ADP improving the customer experience?

12. o Voice of the Client CX Program via
partnership with Medallia
o Developing a unified and standardized
service model
o Clientsexperience “one ADP”
o Mobile has become a leadingchannel
for ADP clients
o New ADP apps
o ADP Marketplace
How ADP is
evolving
their customer
experience
#cx

13. More questions?
@bethzampieri @jefffritz
Tweet us!
#cx

14. Thank you! Let’s get social
#cx
storyworks1.com fb.me/storyworks1
@storyworks1app Storyworks1