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Disrupt The Disruptors

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by

Jake Seiniger

on 2 February 2018

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Transcript of Disrupt The Disruptors

86%
Disrupting The Disruptors

53%
don't think their bank
offers anything different
than any other bank
71%
would rather go to the dentist
than listen to what
their banks are saying
1 in 3
are willing to change banks in the next
Millennial Disruption Index 2014
Millennial Disruption Index 2014
Millennial Disruption Index 2014
Brand=
Customer journey=
(experiences)
Touchpoints=
Book a room
Get an auto insurance quote
Apply for a home equity loan
1-800-Marriott
1-800-hotels.com
GEICO.com
Capital One Mobile App
Good CX
integrates physical and digital experiences
Where can Cisco impact the customer experience?
Social Miner, Digital Signage
Remote Expert
Contact Center (UCCX/PCCE/UCCE) inbound
Contact Center (UCCX/PCCE/UCCE) outbound
Self Service or outbound
Self service or outbound
sign up for app
email product/service information
apply for loan from app or web
chat or email rep/app sends notification
Withdraws/transfers are handled through app
Pros:
aware of all touchpoints in the journey
can easily provide proactive touchpoints to the journey
reduces costs and time associated with the journey
easy to personalize and customize the journey
Cons:
lack of physical touchpoints (call center, branch)
not integrated to other journeys that makeup complete financial customer journey (checking/savings, etc.)
sign up for app
email product/service information
apply for loan from app or web
chat or email rep/app sends notification
Withdraws/transfers are handled through app
Pros:
aware of all touchpoints in the journey
can easily provide proactive touchpoints to the journey
reduces costs and time associated with the journey
easy to personalize and customize the journey
Cons:
lack of physical touchpoints (call center, branch)
not integrated to other journeys that makeup complete financial customer journey (checking/savings, etc.)
Where?
What does a "disruptor's" journey map look like?
Technology enabled
"touchpoint" integration
What questions can be answered?

Who are you?
What is our relationship?
What was the last thing you did with us?
How can we expand our relationship?

According to a recent study by Gartner, 9 out of 10 firms were competing on customer experience, and yet a mere 20% were studying the mobile customer journey or designing for real-time "micro-moments" in addition to customer journey work.
Where can Cisco impact the customer experience?
Social Miner, Digital Signage
Remote Expert
Contact Center (UCCX/PCCE/UCCE) inbound
Contact Center (UCCX/PCCE/UCCE) outbound
Self Service or outbound
Self service or outbound
Technology enabled
"touchpoint" integration
AI/Chatbots

"I see you may be looking for a loan, can we answer any questions for you?"
"Let me get you to a loan specialist"
"your loan has been approved (or denied)"
"although your loan has not been approved, we may have other offers available"
Agent Interaction
AI/Chatbots
Agent Interaction
Was the loan approved or denied?
If it was denied, are there any substitute offers?
Do you need help filling out the paperwork?
Is there paperwork missing?
Cross-sell opportunity to other products-i.e. insurance?
Explore and Select
Complete
Verify
Purchase/Authorize
CISCO REMOTE EXPERT
EGAIN
NUANCE
ACQUEON
ACQUEON
"Don't they know already that I have a checking account with them?"
"Hmm, I wonder if I can find a better rate elsewhere?"
"I was denied a loan, I don't understand why?"
"I wonder why I haven't heard anything on my loan approval yet?"
The "Disconnected" Customer
Existing
customer
identified
How far
did they get in the journey?
Full transcript