Tag: Customer Experience

Leaders Talk CC-APAC: Enable Ecosystem for CX Innovation

Friday, March 11, 2022 – The 11th Leaders Talk CC-APAC hosted by ICCA discussed “Enable Ecosystem for CX Innovation” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker Manoj Menon, Founder/CEO Twimbit.

Manoj starts the discussion by asking about the new definition of CX. He explains using a Gashapon machine as an example. “How many of you have played on this Gashapon machine. You know, how many have a lot of you played on this machine? Or you have children or you have taken the children to this machine?” ask Manoj.

He said what usually happens in this machine, the child will come, take a coin, and then play with this machine. Manoj also said that after we or our child get the toy, we 99% of the time don’t even use that toy. “We will leave it there and we go back to the machine to do it again,” said Manoj.

Then, Manoj explains that the machine is not for us to buy the product. The machine is making an experience for us. He said that we have to learn from Gashapon and make some more money from it. He also said that is what has happened in the world today. The only way we can differentiate is how you orchestrate that experience. And he said that is why we know and believe the experience is about the customer journey to use our product.

Manoj explains it is from the moment that the customer even thinks about using our product to the journey then consuming the product then to be a community member of our product for the rest of his life.

Manoj also shared about the ecosystem. He said that he is not making any money from the ecosystem, “I’m a research company,” said him. He wants every company to build a better strategy to grow their business. He also thinks building the ecosystem strategy is very important for every company. Either we build and develop our ecosystem, or you become part of somebody else’s ecosystem then, that we can innovate them because the future is an ecosystem.

Now, Manoj said that we got to move to the new era of strategy, which is to build that digital. Then, that is why he is talking about the ecosystem. We help companies develop and define and design their ecosystem strategy that is what we do (his company) as one of my offerings, but that is not the only offering. The ecosystem becomes a platform where everybody will be networking, such as networking for their potential and competency to deliver something.

For a closing statement, Manoj said that we have to learn about what is the ideal experience. And also, if we can start doing that automatically, he thinks we will see the improvement. For him, the biggest inspiration for customer experience is in sports. Because sport has fans and the fans are very loyal to their club. “Manchester United is not doing well for so long, but the fans are still so loyal,” said Manoj.

He said that what made them so much obsessed with it? Because there is that human connection. Then, now how do we create that because he thinks the sporting clubs do it very well. Technology is important but it is not the technology, it is about ritual. He explains that is about a great stadium, great stories of great players.

Then, the point he said is that customer experience for the companies is about great leaders in the company. “It is about the great physical storefront of the company. It is about great technology, and it is about great employees,” said him. Therefore, he asks all leaders to draw inspiration for their company and country, “Let’s make Indonesia very well known globally, for great customer and human experience,” said Manoj. (ANF)

Re-imagined Customer Experience by Doing Proactive Outreach to Your Customers

November 26, 2021 – As we know, before announcing the winner on CC-APAC Awards Ceremony 2021, CC-APAC held the CC-APAC Conference 2021 with the theme CC-APAC invite invited two speakers who are professionals in the Asia Pacific contact center industry. 

The second speaker is Endang Rachmawati. She is Webex Customer Experience Specialist, Cisco. Endang said now in the pandemic situation, everybody has to work and interact from home and also do everything online. Therefore, the organization has to make sure that they consider their business process for being engaging with their customer. When customers go into their contact centers, they should make sure that the agent will be able to answer the query fast and accurately. 

Endang shared that customer experience is largely broken. What is the problem that makes it broken? She said that because there’s no proactiveness from the organization. If the company will inform them of any critical issue, such as some suspicious activity on their credit card the customer would appreciate it. Then, the customer doesn’t have to make a call, they would know and understand what happened. 

And another thing that makes the customer experience broken is when the customer wants to communicate with the organization, they should be forced to ask by a call. There’s no other channel that the customer will be able to use because when they call the contact centers, it will take some time before they get the solution. 

Endang said that we understand those problems the majority because the organization only focuses on the contact center view, such as on the purchase and the service. In the real fact, she said that customer journey happens before it gets into the contact centers or even after. Then, with our solutions, we will give you a view of an end-to-end customer journey. 

She explains that we understand that improving the customer experience isn’t gonna be easy but it’s quite complex. Because every organization has a different division, they have different sets of solutions and applications. And also, they have different ways of communicating with their customers. 

Customer Care will talk differently to their customer, sales and marketing will have their tools to talk to the customer, then it’s quite complex in making sure that it is going to be one streamlined communication with the same customer. Therefore, this mess is something that we are trying to solve.

The good news is Endang said she have delivered the future of customer experience with the all-new Webex contact center, which is now available in ASEAN. With Webex contact centers, we are re-imagining customer experience in which we are doing proactive outreach with our customers. 

Endang explains that we would be able to notify them, such as doctor appointments, any suspicious on a customer credit card, any orders delays, any pickup notification, and any online ordering status. Make sure that we are notifying you of anything urgent. Then, these will proactively reach out to your customer.

That would certainly go to reduce the number of calls that the customer needs to make into the contact center when the customer needs it. Endang said that it could be a channel of their choice is not just voice. It could be WhatsApp, Facebook, or even WeChat. We don’t have to make them wait. 

We can pick themselves and when they get into the agent, we are empowering the agent to make sure that the problems are solved. She also explains that agents could solve queries faster and accurately. In the end, our service will give positive sentiment to the customer. 

How do we do this? Endang said that we are doing it with automation that is done in a digital service driven. Then, in this digital service-driven interaction, we are doing a lot of automation that we could do in proactively reaching out to the customer before getting into the contact center when it is necessary. Endang said that we are also empowering the agent to do a cross-sell and upsell proactively to the customer. 

She also said there is another thing if we do that will be engaging the customer with our organization. She said we will be able to major it by providing feedback, asking the customer to fill up the feedback to any touchpoint before, during, and after the contact center. (ANF)