Teleperformance - ContactCenterWorld.com Blog
Customer experience is a vital component of competitive advantage. To meet new customer standards, companies across industries have automated various touchpoints throughout the customer journey. The problem with this approach is that companies often look to cut costs while they are trying to improve customers’ experiences.
Many business leaders are grappling with the fact that customer experiences actually require a balance between automated solutions and the human touch. To deal with the issue honestly, executives need to focus on other issues besides cost savings. A new white paper by Harvard Business Review Analytic Services in association with Teleperformance examines how business leaders are dealing with this digital world, and how best to approach this issue.
Teleperformance uses technology and global best practices to enhance the ability of our employees to deliver exceptional service on behalf of our clients. We ensure that the relationships we form hold firm, and we fortify the confidence customers have in us through our products and services.
This white paper provides a compelling examination of the importance of an emotional connection between brands and customers, and how creating a high-tech, high-touch approach is critical to doing this. Companies must see each interaction as an opportunity to show empathy and to build stronger relationships. Ultimately, what will lead to business success is a re-imagined dynamic that makes customers the focus of decision makers and emphasizes the importance of front-line employees who represent the company every day.
Learn more about what business leaders are doing to create the right high-tech, human touch approach to customer experience. Read the new white paper today!
Publish Date: June 3, 2019 5:00 AM
Is your company on a quest towards becoming a customer-centric brand? Don’t worry, you’re not alone. As digitalization and technology continue to inject their many benefits in our daily lives, we all know that providing the best possible experience for customers should still be the ultimate priority. As far as a digital handshake goes, focusing on the customer remains an important factor throughout all stages of the sale: starting from the pitch that leads a purchase, to building a connection in order to encourage repeat purchases, customer loyalty, brand affinity, and eventually—profits.
Keeping customers at the heart of every process might sound too sugary, however, it does come with a benefit: according to CMO, customer-centric companies are 60% more profitable compared to companies that don’t focus on their customers—an example can be a renowned, multinational technology brand, a company that involves its customers through recognizing what they really need and thereby creating innovative products that the market would embrace. The result? A 17% increase in their revenue in 2018, plus a 40% increase in quarterly earnings per diluted share.
However, it is important to note that customer centricity means more than just a company going the extra mile in offering good service. To be able to keep up with the many demands, growing expectations, and changing needs of growing customers, innovation is needed. “Customer-centric innovation,” a term used by Forrester, explores how customer centricity is needed more than ever in today’s digitized age. It’s all about customer experience, despite being assisted either by automation, apps, or social media—customers aren’t binary; they’re on a spectrum, and they want both the convenience and a personal experience. Product innovation resulting from the integration of customer data and analytics to understand buying behavior and engagements, and the utilization of customer feedback serve as groundwork towards a customer centricity.
More importantly, to become customer-centric is to have everyone onboard. Promoting a culture where customers and their needs are the true focus requires a change that starts from the leaders, in order for the whole organization to run on-course. Marketing leaders leveraging technology to create feasible and realistic assessments, a dedicated IT team that focuses on data and analytics, a product development team to promote innovation, and customer service agents that are driven by the passion to help by making each interaction matter—they all play integral roles in elevating the experience in the age of the customer.
Through proprietary technology and our digital solutions, Teleperformance can help your business steer towards the customer-centric direction. Contact us today to learn more.
Publish Date: May 23, 2019 5:00 AM
In 2017, Trendwatching.com stated how accommodating the decreasing attention spans of customers can play a big role in keeping the customer experience satisfying. As predicted, this is where the digital age continues to come in, where automation and everything data-powered are two important factors to consider in strengthening your CX strategies. Digitalization will continue its peak in making our lives easier in 2019. Virtual assistants such as Alexa and Google Assistant are forecasted to undergo further developments in terms of voice recognition, natural language processing, and cloud-based intelligence. Chatbots could have the ability to perform even faster operations, as the Internet of Things would continue to allow more customers connect better with products.
For Forbes, CX in 2019 will be a year where back office and back-end processes can “make or break an organization’s relationship with their customers,” as per a statement from IDC. This trend can clearly affect most industries, particularly the online retail industry where supply chain and order management and fulfillment are key elements in enriching the customer journey. Another ongoing trend would be an explosion in the number of interactions as 2019 progresses. This is the result of the growing number of consumers in various middle-class markets from a global standpoint. In addition, personalization can be the ultimate brand differentiator.
In terms of security, the need for it remains strong. Protecting data has become top priority in recent years, and would continue to increase in the coming years. Machine-learning can be used to flag security threats and malware, as companies would develop more security protocols to ensure that their customers’ and clients’ data are managed in a secure manner.
Stay tuned for more customer experience trends as we watch this year unfold!
Publish Date: May 21, 2019 5:00 AM
41 years ago, Founder and CEO Daniel Julien started Teleperformance at age 25. It was a different time back then; it was an era where telephone lines instead of the Internet connected human beings to one another. At present, technology has continued to affect our daily lives in more ways ever imagined, and we are already on our way to a place where convenience reigns supreme, where the benefits of technology are on full display.
Despite the many obvious benefits, it’s easy to get lost inside a maze of technology-driven advancements, and at some point, the value of personal touch and true human connection may become overlooked especially in an industry where it is needed the most—customer service. Enter Teleperformance, whose high-tech, high-touch approach led to the right balance of technology and empathy.
Bots, artificial intelligence (AI), and RPAs have made their mark in recent years, and Teleperformance is no stranger when it comes to utilizing their power while combining it with the priceless effect of human care and human connection. The result? An increase in organic growth by 10% during the first quarter of 2019, and continuing to provide services for 50% of Fortune 500 firms.
Julien recently became a guest in BBC World News’ “Talking Business,” interviewed by the segment’s host Susannah Streeter. When Streeter asked about a bot’s abilities to help customers needing customer service, Julien shared how human-assisted AI and bots plus a human agent’s soft skills and technical abilities have helped Teleperformance. “Thanks to the bots, we can already build the answer, and so the human agents are aimed to address the real demand. And your demand is not only rational—it’s also emotional,” Julien stated. “You want to be reassured. We give you the real information and data thanks to AI. But we ensure relationships, and we rebuild the confidence you can have with a product or service.”
Hear Julien’s thoughts on the future of AI and more. Watch the full interview by watching below:
Publish Date: May 7, 2019 5:00 AM
In the world of digital CX, understanding how to use and manage digital engagements while knowing where to employ human engagement truly matters. This was further explored in our recent blog titled “Humans in CX: Which Kind of Customer Interactions Should Not be Automated,” which strongly painted a picture of the importance of preserving and fortifying human service in today’s digital age, even as machines and automation continue their ascent towards technological progress.
Digitalization has brought a shift in the way brands connect with their customers. According to this infographic created by Harvard Business Review Analytic Services in association with Teleperformance, social media continues to dominate: 86% of marketers connected with customers using it. 72% reached its audience via email marketing, 65% engaged customers through online videos, 58% utilized webinars or online events, while 44% used chat. Technology has indeed created a customer experience journey that is paved with convenience by way of a click; however, all this comes with a challenge—nearly 60% marketers surveyed also noted that it is difficult to replicate person-to-person experience with customers by using digital technologies.
Companies also face difficulties when it comes to getting customer centricity right. According to the infographic, this stems from the lack of a customer-centric organizational culture to begin with. Another reason is the lack of processes and operational capabilities to personalize interactions. Finally, there is a lack of systems and technology to analyze data.
Automation can truly bring a lot of benefits—efficiency, accuracy, and consistency. Humans, on the other hand, are the only ones capable of bringing true connections to the plate. Great interactions can start and build relationships with new customers, while a personal connection can reward one with a long-term following. Anyone who had watched Godfather a million times might as well give up if their business mindset still centers around that “It’s not personal, it’s strictly business” ideology—the value of human connection, emotions, empathy, and personalization are now more valuable than ever, especially in a world where digitalization continues to present its advantages.
Get to know what successful marketers do right in today’s digital environment. Know the full numbers and read the full infographic “Maintaining the Human Connection in the Digital Age of Customer Experience” from Harvard Business Review Analytic Services in association with Teleperformance by clicking below.
Publish Date: March 20, 2019 5:00 AM
The rise of social media over the last decade has been phenomenal. Popular social media platforms, including Facebook, Twitter, and Instagram have truly made their mark in everyday life, a life highly influenced by everything digital—with just a click, they can all serve as a way to keep everyone in touch with friends, family, and loved ones.
Social media has also become a vast avenue where brands can promote and sell their goods and services to their customers. Combine this with the evolving technology boasted by smartphones and apps, the result is the powerful consumer with high expectations—they demand attention, care, and meaningful interactions with brands.
In a world where connectivity is prioritized more than ever, customers expect easy access. Response times are expected to be shorter, almost instant, and failing to provide them with answers—even just an acknowledgment that they have been heard—can cripple a brand. Utilized properly, social media can become a tool for companies to be present and be highly accessible.
Another customer expectation brands need to exceed is the need for speed. No, not that kind of speed where burnt tires and gravel are involved of course—this is the kind of speed where response rates are of the utmost importance, because they can positively impact the customer experience. A study by Sendible Insights showed that 32% of customers expect a response within 30 minutes, with 42% expecting a reply or acknowledgment within an hour. This means brands must keep up with their customers’ pace—the faster the better, in order to get those responses quickly to their customers.
Finally, customers expect a personalized customer experience. Nowadays, brands must take a moment to address customers’ need for interactions that are humanized. Empathy, sincerity, and emotional intelligence are the building blocks towards connecting better with customers.
Teleperformance has recognized the value of blending technology with empathy. For over four decades, we have helped companies and brands exceed customer expectations through our methodologies, omnichannel solutions, and tools. Our technology which utilizes automation, chatbots, social media, and robotics among many others allow our processes to be accurate, accessible, efficient, and fast. More importantly, our people are at the heart of it all—by providing people-centric training that aims to develop both technical and soft skills, we continuously create meaningful interactions in order to help you connect better with customers.
Contact us now to learn more about our services.
Publish Date: February 28, 2019 5:00 AM
Some customer interactions will always have to be performed by people. This is according to Steven Van Belleghem’s classic book ‘When Digital Becomes Human’.
The idea was challenged by many in the customer experience (CX) community who believed that we would very quickly see an end to the need for humans to work in customer service roles. After all, we read stories in the business press almost every day that robots and Artificial Intelligence are now becoming so advanced that many people can expect their job to be automated in the next few years. Why should customer service be any different?
Amazon still ranks the book on several bestseller lists today, so Steven’s argument has become even more relevant with time. Steven’s vision projects that both digital and human interactions are important, but one cannot replace the other. In fact, what brands need to understand is exactly how best to improve a long-term relationship with their customer and where digital engagement might work best and where human engagement can reinforce their commitment to offering great support and experience.
The idea of brands creating a customer engagement strategy that is customer-led makes sense. For instance, what is driving the customer to reach out to a brand and how best can the brand respond? The answer is “depends”. In some cases the best response will be automated because this offers an immediate 24/7 response. In others, a more personal service will be superior. The skill is in defining which customer problem requires which type of service because a mistaken choice – or preventing the customer from switching - can lead to a very poor customer experience.
Companies often compete on efficiency and price, but today, brands need to focus on relevance, value, empathy and authenticity in their customer engagement strategy, rather than just assuming that a great price will bring in the sales. Research published in the Harvard Business Review last year demonstrated that the relationship between personal service and digital service is far more complex than accepting that customers must use one or the other. HBR even noted that when an American bank introduced app-based banking customers undertook many more transactions using the app, but this resulted in many more in-person visits to bank branches too. Brands cannot plan for a binary strategy where personal service is entirely automated because customers define how they want to interact and sometimes they want to speak to a real person.
The research identifies three important reasons why we should expect human service to remain important:
- Service is emotional and technology is not; HBR cites an example where Met Life insurance once offered digital condolences to customers calling to settle a death-related insurance claim. In very emotional situations like divorce, accidents, or even the death of a loved one, can you imagine how unnerving it is for a customer to deal with a robot?
- People still turn to people for advice; humans are now very skilled at using digital channels for information –“To Google” has become a verb to search for information online and yet if the information is ambiguous or overwhelming then people still prefer turning to another person for advice. When Netflix recommends a movie we know it is an algorithm, not a person, but we accept this advice. However if a customer is searching for a hotel in Tokyo that accepts pets and over 200 possibilities are returned in a search then it’s normal to ask a travel professional or other travelers for advice. We value the judgment of others.
- Sometimes automation means less effort for a brand, but more for a customer; even the most sophisticated new technologies can – and probably will fail. Anyone who’s used an automated phone service rarely has anything good to say about it, but they are still around confusing and frustrating clients. This is why companies like T-Mobile are now promising that human agents, trained in a variety of specialties, will replace phone menus and bots.
It is clear that automation will be more important in the next few years. Customers are becoming used to interacting with digital assistants such as Google Home, Amazon Echo, and Apple’s Siri. These tools are getting better and many contact centers will deploy intelligent chat assistants to help customers quickly and automatically.
Brands will use automation to increase customer engagement, to support employees and help them find relevant information quickly, and to reduce the friction of transactions – look at how easy it is to order a taxi or pizza today compared to a decade ago. But human interactions will remain important for customer service delivered by contact centers, in retail stores, and in other types of customer engagement.
Whenever you need to have an emotional connection to your customer, a human will always be far superior to software or a robot. Asking the automated system to express a false emotion – like the life insurance example I mentioned – is inauthentic. It feels bogus, like the company doesn’t care about my emotional needs as a customer that needs help.
The theme at the upcoming Leader Insights Forum in Barcelona will be ‘When Digital Becomes Human’, where we will continue to discuss the importance of an emotional connection and how to balance human and digital interactions.
As a warm-up session we are very excited to announce that Giovanni Tavani from Royal Canin will join the great Stefan Osthaus for next week´s webinar on HOW TO INCREASE THE RETURN ON SOCIAL MEDIA WITH HIGH-TOUCH TRADING – Feb 27, 15:00 CET.
Register here for this LIVE discussion with Giovanni whom is currently responsible for global customer care and social media operations for Royal Canin, a division of Mars Petcare. He has been working for global top tier corporations for more than 20 years and is a social media enthusiastic user and professional.
Giovanni has covered different management roles in customer experience programs across many different markets. Prior to joining Royal Canin, Giovanni was appointed as leader of Social Media for Dell, where he led different groups and initiatives.
If you are not in attendance, during the event we will be regularly publishing blog commentary here, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Publish Date: February 21, 2019 5:00 AM
Technology has become an important contributor to the changing landscape of customer experience management. From a customer service perspective, we have seen various digital solutions that have helped create faster and more efficient results, such as analytics, AI bots, and robotics. Their implementation has resulted in accuracy and convenience for the customers, and cost reduction and optimization for businesses.
Over time, Telepeformance has become synonymous with tailored and proven omnichannel solutions. Throughout this wave of digital transformation, our solutions have become diverse to fit every need: seamless omnichannel platforms, automation solutions, Teleperformance D.I.B.S. (Digital Integrated Business Services), analytics predictive models, social media solutions, and customer/tech/sales support, among many others. These solutions continue to propel us forward, and allow us to continue cementing our place as a global leader in our industry.
At Teleperformance, we are driven by meaningful interactions. Our wide global footprint lets us learn every day from millions of customer interactions, and every day, we strive to become more streamlined, efficient, agile, and personalized. Part of our jobs as interactions experts is to build and continuously rebuild the emotional factors that make the customer experience human—blending this with our digital technologies and the focus on empathy, positivity, and human connection. This high-tech, high-touch approach is what makes us different, and allow us to amplify the customer experience in order to invite customer satisfaction, brand advocacy, and loyalty.
We invite you to get to know us better. Together, we can help you amplify the customer experience, and find the right balance between technology and the human touch. Find out why Teleperformance is the global leader in customer experience management—click here to learn more about our services.
Publish Date: February 14, 2019 5:00 AM
You know in your heart that you have the best product out there in the market, but still, therein lies a bit of a problem: the numbers continue to show missed sales targets, and even more troubling—a consistent lack of repeat purchases.
Locating the root cause of this plateau has been a challenge for most companies, and seeking more (creative) ways to differentiate in their respective competitive industries has become a must. Others succeed, while a few fail, and sometimes the root that hinders the possibility of customer loyalty simply is a brand or company failing to validate customer emotions.
Emotions play an integral role in creating a solid customer experience. Even the smallest decision made by your customer can be the direct result of a felt emotion, whether it’s driving them away or bringing them closer to your brand. Creating a connection that is a result of trust, care, empathy, and transparency is vital in establishing brand loyalty among consumers. Transparency advocates Label Insight reported how 94% of consumers are likely to be loyal to a brand that offers complete transparency. Survey conductors Customer Thermometer showed how 65% of consumers in the United States felt being cared for as a result of having an emotional connection with a brand or company, inspiring brand affinity and loyalty.
What reasons do people give for their emotional brand connections? The aforementioned survey conducted by Customer Thermometer stated the following: 65% of customers felt a connection because a brand made them feel like it cares, 55% of customers felt like a brand has allowed them to make a positive difference in the world, 45% of customers felt like a brand understands them, and 42% felt like a brand is run by like-minded people. The top five emotions for brand connection? Interest, trust, optimism, admiration, and acceptance.
Engaging your customers through an emotional connection can instill brand loyalty as a result of a great and memorable customer experience. Taking into consideration how customers would feel and knowing the importance of inspiring positive emotions in customers help a great deal as you shape your brand. As interactions experts, Teleperformance knows how a meaningful connection can lead to a lifelong partnership between you and your customers. Contact us today to learn how we can help you make every interaction matter!
Publish Date: February 12, 2019 5:00 AM
How can brands and businesses connect better with their customers? To date, this continues to be one of the most complicated questions there is in terms of customer experience and customer loyalty, and while companies today are using social media and technology to reach out better with their customers, sometimes, it’s just a matter of simplicity. In this case—a human touch.
There’s no doubt how customers are getting smarter. They’ve learned how to make themselves heard, they know what they want, and are getting better at expressing their needs. Connecting with them means adapting to their buying behavior while ensuring that they feel cared for, heard, and most importantly, appreciated. Making each interaction count separates the good from the best, allows for more ways to reach out effectively with your customers, and sets you apart from competition. How can you deepen the customer bond? Here are a few ways:
Make it genuine and honest. The ability to sincerely care for your customers goes way beyond the usual “how may I help you today?” spiel that has become mandatory in the customer service industry. It requires a genuine effort from your end. Customers can determine if they are being seen solely as money-making machines, so going the extra mile in showing them that you really are interested in building a relationship would indeed have a lot of benefits. In addition, never stray from your company’s values and integrity—a Business2Community infographic reported how authenticity can positively impact ROI: 63% of customers buy from authentic brands over competitors that hide their true selves.
Ask questions to know what they want. Like personal relationships, sometimes the key to knowing what customers really want is simply through communication. Utilize social media to ask them questions: their activities, interests, how they found out about you, methods of purchasing, and even their favorite music or favorite social media platform. Combine these simple information with analytics and hard data, and you can have a more in-depth, intuitive look at how your customers think and buy, and what they want more from you.
Feedback is a strong pillar. Companies must understand how feedback is an important factor in creating and inspiring brand loyalty. Feedback from customers is beneficial as it inspires change, mostly for the better. Customers will refuse to remain loyal to brands if they won’t listen, or worse—won’t take the time to really listen to them—and opt to walk away, most likely towards the direction of a company that makes them feel appreciated for what they can contribute towards making a product or service improve for the better.
Make them feel involved. Build a safe online community where your customers can interact with one another, receive promotions and exclusive offers, or ask you questions. Creating a place where customers can feel involved and seen can go a long, long way in deepening the customer experience.
Publish Date: December 13, 2018 5:00 AM
When was the last time you really connected with your customer?
The quick pace of today’s society makes true connections hard to come by. In the world of customer service, it becomes trickier: standing out from the competition is already a big enough challenge on its own. It’s where getting your customers’ full attention for more than thirty seconds already feels like a monumental triumph. It’s also where businesses are likely to lose billions every year because of poor customer service—and if you have no plans to incorporate emotional intelligence into your future plans, perhaps it’s about time to reconsider.
Digital innovation has been playing an important role in improving the customer experience. While digitalization has increased productivity and accuracy, it’s emotional intelligence that glues a great customer experience together: the power of a personal and positive customer interaction is strong enough to go where technology cannot.
It is critical for customer service representatives to undergo coaching and emotional intelligence training to be able to form a connection with their customers better. It’s important to know that mastery or knowledge of the product or service is better topped with emotional connections that can lead to returning customers. Trainings that are focused on enhancing an agent’s listening skills can also teach agents how to practice empathy. Empathy goes beyond telling customers that we know how they feel—it’s a constant reassurance that helping them is a main priority, paired with the genuine expression of concern and care.
Being able to sense how others feel is also a mark of emotional intelligence. This ability allows agents to tailor their customers’ experience according to their emotions, feelings, wants, or needs, leading to a more lasting customer interaction. Coaching or role-play sessions are methods that can help agents develop an awareness of their customers.
Prioritizing emotional intelligence can go a long way. Doing so invites returning and loyal customers after a delightful customer interaction, as a result of a genuine connection. With our “high-tech, high touch” humanized approach, Teleperformance has become a global leader in providing exceptional customer interactions. Contact us today to know more about our services!
Publish Date: December 6, 2018 5:00 AM
2018 marks the year for Australia setting a good economic pace in recent times. From an economic perspective, the country continues to show its strength after its annual GDP growth recorded last June increased to 3.4%. This growth—from 3.1% recorded during the first quarter of the year—was reportedly the Australian GDP’s fastest increase in such a short period of time since September of 2012.
The sudden growth of the country’s GDP has been attributed to household spending, growing over .7% within the year. Australia continues to improve its unemployment rates, dropping it to 5% this September—the country’s lowest jobless rate since April 2012.
With a lot of signs pointing Australia’s economy in the right direction, the Teleperformance Customer Experience Lab (CX Lab) recently took an in-depth look at the country through its annual Global CX Survey. With nearly 200,000 interviews conducted per year in 14 key markets, the survey aims to provide important insights that give a glimpse on how customers perceive brands and customer service. Through research and powerful data, the CX Lab continues to improve the customer experience and have aided our clients understand their customers, resulting in meaningful interactions that inspire brand loyalty and customer satisfaction.
In our latest infographic, we put the CX Lab’s latest findings on Australia under the spotlight. Get to know the current state of customer service and customer satisfaction in Australia. Find out about the main drivers of customer loyalty and advocacy through brand and customer service attributes.
Read the CX Lab’s Global CX Survey on Australia by clicking below:
Publish Date: November 13, 2018 5:00 AM
That’s a wrap! The Leader Insights Forum in Dublin, Ireland is over. The delegates and speakers not only shared some incredible insights into the future of the customer experience during these two days, but also had enormous fun too. Frank Keienburg from Supercell was rumored to have been on stage Irish dancing last, but somehow he has deleted all the evidence! The final sessions gave a great insight into creating value for the customer and respecting their privacy.
But the day started with a bang. Author and well-known customer experience (CX) expert Steven Van Belleghem surprised the LIF Europe team when he sent his presentation slides – he had over 300 images in his presentation! However, when Steven started talking it was clear why, he went through so many thoughts and ideas in such a smooth and rapid way that the images changed every few seconds.
Steven talked about the need to make the customer experience fast, easy, and fun. He talked about Domino’s Pizza as a great example of a company that is constantly innovating what seems to be a very simple business model – cooking pizza. Domino’s can take a pizza order on their app with ZERO clicks, they have AI-powered cameras checking the pizza is cooked correctly, they are trialing self-driving delivery cars, and they can put a button in your home – one click and pizza is on the way.
Steven also talked about companies like Walmart that are experiencing a wave of rapid change, but are rising to the challenge. Most retailers are struggling to contain disruption at present, but Walmart is actually growing and thriving because they are able to look at the strengths they have and then build on them. For example, their huge number of employees – 1.4m at last count – has been mobilized to help deliver packages. The employees deliver packages on their own way home from a shift, so the employee earns more, the customer gets a faster delivery than a regular courier could manage, and Walmart builds on their size in an innovative way.
Steven’s insights provoked several moments when the audience just stopped and started applauding – it was a great experience and he clearly has some deep insight into the way that brands need to be thinking about their customer relationships.
The CEO of Praxidia, Paolo Righetti, spoke about generating value from each interaction between a brand and the customer. He was speaking with Viviana Scampone from BNL-BNP Paribas, giving an analysis of a real-life case study at the bank.
Viviana talked about the importance of applying metrics, such as Net Promoter Score (NPS), to the interaction between the brand and the customer, but she emphasized that all CX metrics need to be part of a wider system and not just a score or report. What you are trying to achieve with NPS is a genuine measure of how satisfied customers are – would they really recommend your company to their friends?
Paolo warned that if you are not thinking in detail about your CX processes then you are in fact moving backwards because change is taking place so fast that you cannot afford to stand still. There is a need to think of a strategic continuum from cost to value with your approach to CX located somewhere in the middle.
We closed the forum with an exploration of the issues around customer privacy. With the enforcement of GDPR being implemented earlier this year, this is extremely relevant. Dale Sunderland, the Irish Deputy Data Protection Commissioner, explained that when he was in New York last week there were American CEOs chasing him around asking for meetings. Five years ago, an Irish data protection commissioner would not have ever received such attention, but now data protection is extremely important.
Dale explained that there are now several investigations taking place related to GDPR enforcement. He did dampen the enthusiasm of the media though – many journals have been talking of record-breaking fines based on the possible maximum of 4% of revenue as a possible fine. Dale mentioned that cases are ongoing, but there are many mitigating circumstances, such as when companies can prove they took steps to comply with GDPR in the first place.
Dale stressed that this is the main concern – companies just need to get involved and he repeated that it makes sense for business too. Trust in a business can take years to be earned and then be lost in a single day if that business loses their customer data. What Dale is talking about is not just regulation and following rules from the EU – it makes good business sense to look after customer data.
The audience was great throughout the event – there was never a shortage of questions and interaction. The online activity using the hashtag #LIFEurope was also off the charts. Go back and search for this hashtag to find some of the best social content and comment from the event.
During the event, we regularly published blog commentary to our “Global Blog” company page – click the link to take a look back through the content. There was also extensive live comment via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage with the team.
Photo by Bill Dickinson licensed under Creative Commons
Publish Date: October 19, 2018 5:00 AM
The Leader Insights Forum in Dublin is now on the home stretch. Last night, everyone from the forum was out at Johnnie Fox’s pub in the Wicklow mountains enjoying their famous Hooley night… an evening of traditional Irish music and dancing. Several of the team could be heard singing along to Dirty Old Town, so let’s hope their voices are still working today.
We will be opening the morning with a focus on the customer. Author and well-known customer experience (CX) expert Steven Van Belleghem will talk to the forum about the modern customer.
In a recent article Steven outlines some of his ideas: “Intelligence augmented is about offering technical solutions that will allow people to improve their performance. Personnel who are supported by the right technology can achieve higher levels of service than personnel who only make use of their human qualities.”
This is important. A great deal of the discussion around modern CX is focused on the use of emerging technologies, yet as Steven points out, the focus really should be on how technology can augment humans – not entirely replace them. Modern customers still want service that understands their needs and can help them immediately.
The CEO of Praxidia, Paolo Righetti, will speak about generating value from each interaction between a brand and the customer. He will be speaking with Viviana Scampone from BNL-BNP Paribas, giving analysis of a real-life case study. There are several steps required to gain value from each customer interaction, but Paolo and Viviana will identify a roadmap to this value creation.
We will be closing the forum with an exploration of the issues around customer privacy. With the enforcement of GDPR being implemented earlier this year, this is now an extremely hot topic. The Irish Data Commissioner, Helen Dixon, was recently quoted saying that the way they manage GDPR is existentially critical for the reputation of the government and their agencies. Fortunately, we have Dale Sunderland, the Irish Deputy Data Protection Commissioner, to explain exactly why GDPR is so critical and what executives should be doing now that enforcement is live.
The audience participation has been superb so far and there has also been a lot of online discussion and activity using the hashtag #LIFEurope – please join in the discussion today if you can. We are now about to start the final day, keep watching this blog for a summary of how it all went and what these speakers said during their keynotes.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Photo by Michael Coghlan licensed under Creative Commons
Publish Date: October 19, 2018 5:00 AM
The first day of the Leader Insights Forum in Dublin, Ireland has been amazing. The online reaction using the hashtag #LIFEurope was incredible - like the rush you experience when opening a can of draught Guinness and feeling the nitrogen widget explode inside! Thank you to everyone who attended today or mentioned the event online.
The opening day started with Frank Keienburg, Head of Player Experience at Supercell focusing on innovation. Frank was direct. You can’t expect your company to be innovative if you are afraid to try out new ideas.
He said: “The media has said that the Supercell team drinks Champagne when we fail. That’s not quite true – they misquoted us. We try out new ideas, new products, and new games all the time. Most of them do fail. We get together once a month and share our experiences and the entire company learns from every failure – we encourage our team to share why their project failed because we can learn from that. After we share our experiences we then drink a brand of Champagne called LEARNING.”
Frank added: “We have no managers. We have no appraisals. I don’t manage my team, my team manages their own tasks, and yet we look after the needs of more than 100 million gamers every single day in 20 different languages. ”
That’s a different approach to the average company; one that really requires trust in his team, and this was the focus for Carolyn Blunt, Managing Director at Ember Real Results.
Carolyn explained initially that the entire world is changing. The way we communicate and the way we work is evolving faster than ever before. She said: “The pace of change is increasing. Think about ecommerce as a good example, except we really don’t call it that any longer do we? It’s just online shopping. Actually, it’s just shopping. What used to be futuristic is now mundane and normal.”
Carolyn described how consumer behavior is often not reflected in the workplace. Why do we use online devices as consumers yet a corporate training program requires classrooms and hours spent listening to lectures?
Most millennial employees will quit if they feel their employer is not investing in their future so this is an important point. Carolyn explained: “Think about the demands placed on companies by customers who want a great customer experience today. They want self-service options, they want personalization, and they want digital-first systems. That’s exactly what you need to be delivering to your own employees, not just your customers.”
Dr Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation team then talked about the trends and changes in channel use, although her first point was that the phone is still really useful.
She said: “Even millennials still use the phone. If you have a problem and you want it resolved immediately then you call. The phone still works really well for customers who want to get a problem fixed quickly and it doesn’t matter how old they are.”
Nicola also explained how self-service has become an increasingly important channel for customers – not just a way of deflecting them from contacting the company. She said: “People often go directly to YouTube or Google before calling for help, but it’s generic and impersonal. Imagine if customers could see a video that helps them resolve a problem and that video is personalized with their own details – that’s exactly what we did for one British mortgage provider. One customer even viewed his video 50 times!”
The three sessions we enjoyed today will be followed tomorrow with a focus on customers, privacy, and case studies from Praxidia and BNL-BNP Paribas Group. The first day was amazing so we have high expectations for our speakers tomorrow – look out for a preview of the individual speakers here on the blog in the morning.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Photo by: Travis Wise licensed under Creative Commons
Publish Date: October 18, 2018 5:00 AM