(audio available) Why does new technology and automation often worsen the customer's experience? Recently I gave a speech at the Jamaica Customer Service Association Conference - 2013 - in which I addressed the sad reality that customer service professionals are often excluded from the loop when key IT and technology decisions are made. The result is that the customer's experience is worsened, simply because no-one is attending to the right elements of new solutions, particularly those that are customer-facing. Listen to the audio from the speech here - http://goo.gl/pdHDxy - while you view the slides and gain the experience of being at the speech in person!

1. Saving Service from
un-Productive Automation
Francis Wade
2Time Labs / Framework Consulting
Inc.

2. In a simple world we had one channel

3. Information was
scarce

4. “Customer
Service”
meant
human
interaction

5. The number of
demands on
our time was
low

6. Today…

7. 130 email messages per day
56% overwhelmed by work
Human knowledge doubling

8. Automation
is a Must

9. Are we being saved by automation?

10. Automation
Choices
Customer
Experience
Process
Changes
Productivity
Gadgets

11. You – “customer service”

12. Use
technology…
Use automation, not be used by it
not be used

13. Automation is being decided by
“others”

14. Your objective: To
be involved in
choices of
automation

15. Impacting service delivery
No.

16. My story: An
engineer who
discovered
“people”

17. Why? How?
Customer
Service
Automation
Decisions

18. Uncovering issues that no-one owns!
1. Automation
2. “Productivity”
Policies

19. Test your
company’s
automation
choices

20. IT drives
the
decision

21. After
implementation

23. Your company’s
phone system

24. Your website’s email
and information

25. Solution: Fully
Inhabit the
Customer
Perspective

26. Touch-points
Experiences
Quantify
Influence
What are the
places at
which the
customers
encounters
the company
when no-one
is present?

27. Touch-points
Experiences
Quantify
Influence
What are the
experiences
that customers
are having at
these touchpoints?

28. Touch-points
Experiences
Quantify
Influence
How can these
experiences
be quantified
and captured
as hard
evidence?

29. Touch-points
Experiences
Quantify
Influence
How can the
hard evidence
be used to
influence
other people?

30. Uncovering issues that no-one owns!
2. “Productivity”
Policies

31. What difference does a smartphone
make to a service professional?

32. Reply to
my email
within
the hour!

33. We ALL need to reply to his email
within the hour…

39. Every
customer’s
email needs
a response
within thirty
minutes!!!

40. How can employees be turned into
morons?

41. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email

42. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email
Policy #2 – set up a helpdesk for customer email
while training customers to use other means
for urgent communication

43. A MUST!
Automation
drives problems into
cracks

44. Service is suffering

45. Who are you influencing?

46. The customer requires you to
intervene

47. Thank You
NewHabits
Foundations Training
on Nov 14th
Minnie Mouse
minnie@disney.com
John Smith-Ramlogan john@tstt.net