Customer Experience: The New Currency Service Cloud For The Connected World Vijay Iyer Lead Solutions Engineer, Asia Pacific Paul Baptist Director, Solution Engineering , Asia Pacific Vijay.iyer@salesforce.com @vijayviyer pbaptist@salesforce.com @paulbaptist What is customer experience? “Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a company’s employees, systems, channels or products” 75 Billion connected products by 2020 58 connected products per person in the world’s most connected countries Customer Interactions are Happening across Multiple Channels Single Channel Long Ago Multi Channel Cross-Channel Omni-Channel Yesterday Today Emerging Customers are Interacting at Every Stage Gather Information Shop Touch & Test Configure, Price, Quote, Finance Purchase/ Lease Waiting Delivery Know Me Be Relevant Be Consistent Be Fast & 24x7 Make It Effortless Use Service Sale/ New Purchase Customer Expectations are Shaped by Other Industries Know Me Give Me Control Help Me as a Team Make It Simple Adapt to My Situation So what is the effect of a bad customer experience? Are you a leader or a laggard? Happy customers translate directly to business value for leading companies 76% of CX leaders financially outperform their industry and 6% underperform 4x likely to financially outperform competitors Omni-Channel Presence and Routing Smart, connected support across channels Intelligent routing Dynamically route the right cases to the right agents, fast Real-time presence Manage agent availability and push cases at the right time Seamless interaction Preserve the conversation across every channel, on any device NEW Demo Welcome to a New Era of Connected Service 88% of time spent on smartphones is in apps Smarter Apps Source: comScore, U.S Mobile App Report Service for Apps Connect to 1-to-1 with customers by embedding support into any native mobile app Knowledge for Apps Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for Apps Demo Welcome to a New Era of Connected Service 50% of agent interactions will be influenced by real-time analytics, by 2018 Powerful Insights Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014 Service Wave Analytics App Actionable analytics for Service Cloud customers Analytics for Service Managers Get a central view of your key KPIs, on any device Analytics for Service Agents Access any service data for a 360 degree customer view Native to Service Cloud Wave visualizations in the Lightning Console NEW Demo Salesforce Continues Leadership in Customer Engagement Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Magic Quadrant for CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies Years in a row This graphic was published by Gartner, Inc as part of a larger research document and should be evaluated in the context of the entire document The Gartner document is available upon request from Salesforce Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose   Growth Driven by Customer Success Snapdeal – India’s #1 Marketplace June 2010 Acquire GrabOn December 2011 Change In Biz Model – Online Marketplace – 10 sellers December 2012 1000 sellers Acquisitions Freecharge, Shopo, Doozton, Exclusively, eSportsBuy February 2010 Kunal Bahl and Rohit Bansal Launch online deals website January 2011 First Investor - Nexus Ventures 12 Million+ Products 150,000 Sellers November 2015 150,000 sellers 5000+ Cities Customer Experience Journey ​ Salesforce Chosen As The Technology Platform Current State •  Lack of clearly defined case ownership •  Lack of the right data to support accurate decision making for CS executives •  NPS Scale (+30) •  Automation gaps (impacts productivity) Desired End State •  Empower CS Executives with Key Information •  Multi-Channel Case Management •  Accuracy of response via Knowledge •  Improve case ownership •  No real-time insights into agent productivity, volume, case volume •  Improve speed of resolution through automation •  Non-standardized process turnaround times •  Proactive alerts & escalations (actionable analytics) EBU “Customer experience is the new battlefield – winning the customer is the goal.” Dharmarajan K, Head of Customer Experience snapdeal Improves Customer Experience With Service Cloud eCommerce leader with largest marketplace 4000+ Customer and Merchant Support staff Multiple systems – No single data source No real-time insights on agent productivity, case volume Personalize 1-on-1 interactions across email, phone, web, mobile and social 360 View – OMS, Shipping, Finance, Returns 30% Increase in FCR in first months 95% Reduction In Refund Escalations Gaurav Kapil Senior Director, Customer Experience Operations Mandeep Sokhanda Director, Customer Experience Operations thank y u [...]...It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience 64% 46% 51% 52% of the Fortune 500 firms from 2000 do not exist 2012 2013 2014 Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy” Customer Service Has to Evolve Customers are expecting connected... process turnaround times •  Proactive alerts & escalations (actionable analytics) EBU Customer experience is the new battlefield – winning the customer is the goal.” Dharmarajan K, Head of Customer Experience snapdeal Improves Customer Experience With Service Cloud eCommerce leader with largest marketplace 4000+ Customer and Merchant Support staff Multiple systems – No single data source No real-time... Phone 1990s Social 2000s Everywhere Today The Customer Experience Gap is Widening Companies Disconnected from: Customers Systems Customers Employees Demand service that is: Faster Smarter More Insightful Omni-Channel is the Key to Success Consistent customer experience across all communication touch points Customer is interacting with your brand – not channel #1 Customer Service Platform Faster Service... Powerful Insights Welcome to a New Era of Connected Service 1 Faster Service 2 Smarter Apps 3 Powerful Insights Welcome to a New Era of Connected Service 85% 1 of customers have been put on hold because the agent didn’t know what to say and needed to check Faster Service Source: Dr Nicola J Millard, SuperAgent 2020: The evolution of the 2020 contact centre Lightning Console NEW Newly designed desktop and... Service Agents Access any service data for a 360 degree customer view Native to Service Cloud Wave visualizations in the Lightning Console NEW Demo 3 Salesforce Continues Leadership in Customer Engagement Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant 6 Magic Quadrant for CRM Customer Engagement Center April 27th, 2015 Analyst:... and should be evaluated in the context of the entire document The Gartner document is available upon request from Salesforce Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation Gartner research publications consist of the opinions of Gartner's research... Real-time presence Manage agent availability and push cases at the right time Seamless interaction Preserve the conversation across every channel, on any device NEW Demo 1 Welcome to a New Era of Connected Service 88% of time spent on smartphones is in apps 2 Smarter Apps Source: comScore, U.S Mobile App Report Service for Apps Connect to 1-to-1 with customers by embedding support into any native mobile app... for Apps Tap-to-Call for Apps Demo 2 Welcome to a New Era of Connected Service 50% of agent interactions will be influenced by real-time analytics, by 2018 3 Powerful Insights Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014 Service Wave Analytics App Actionable analytics for Service Cloud customers Analytics for Service Managers Get a central... website January 2011 First Investor - Nexus Ventures 12 Million+ Products 150,000 Sellers November 2015 150,000 sellers 5000+ Cities Customer Experience Journey ​ Salesforce Chosen As The Technology Platform Current State •  Lack of clearly defined case ownership •  Lack of the right data to support accurate decision making for CS executives •  NPS Scale (+30) •  Automation gaps (impacts productivity)... agent productivity Optimized experience New Lightning framework and design to elevate productivity Smart productivity tools Recommended cases and macros to respond faster Analytics for teams View data from any source to make smart decisions quickly Omni-Channel Presence and Routing Smart, connected support across channels Intelligent routing Dynamically route the right cases to the right agents, fast Real-time ... (actionable analytics) EBU Customer experience is the new battlefield – winning the customer is the goal.” Dharmarajan K, Head of Customer Experience snapdeal Improves Customer Experience With Service...What is customer experience? “Gartner defines customer experience as the customer s perceptions and related feelings caused by the one-off and cumulative effect of interactions... Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy” Customer Service Has to Evolve Customers are expecting