What might be the “Customer Service 2020”? We invited service leads to generate a joint vision – here you find: Customer Service 2020: Co-creation in Crowds Chapter 1 Engaging with the “New” Customer: An Individual in a Community Chapter 2 Managing the Shift of Control: Finding an Equilibrium Chapter 3 Moving to Vendor Relationship Management: Customers as Empowered Partners Chapter 4 Standing Out from the Crowd: Being the Customer’s Trusted Partner Chapter 5 Managing a Mix of Channels: More Contacts, More Often Chapter 6 Working in an Uncertain Environment: Responding to Change Fast

1. Copyright © 2010 Capgemini. All rights reserved. 1
Customer Service of the Future:
Your contact centre is a machine &
Your processes are driven by emotions
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2. Your Contact Center is a Machine

3. Your Contact Centre is an Interaction Hub

4. All Channels are Completely Integrated

5. Customers can Switch from Channel to
Channel During an Interaction

6. 6Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Intelligent Routing and Monitoring is Key

7. All Processes are Automated

8. Business Process Management is
Embraced by the Front Office

9. All Workflows are Defined and Automated

10. The Workflow Directs the Customer to the
Appropriate Channel if this Needs to be
Changed During the Interaction

11. Only 20% of the Queries Require Human
Interaction
20%
80%

12. The IVR Technology and Virtual Agents
Replace Human Interaction

13. Workflows Direct Customers to Self
Service in Many Cases

14. The Customer is Directed to an Agent Only if
the Query Requires Expertise in a Specific Area

15. 15Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Your processes are driven by your
customers’ emotions

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Presentation Title
Emotional intelligence is at the core of
customer service

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Presentation Title
Emotion detection is a standard feature of
any contact centre

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Presentation Title
Emotions can be detected online,
not only through voice communication

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Presentation Title
Virtual agents have emotional intelligence

20. 20Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Contact centre processes are designed to
experience emotions

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Presentation Title
Emotionally engaging customers:
addressing their real needs

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Presentation Title
Emotionally engaging customers:
through a coherent personality

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Presentation Title
Emotionally engaging customers:
adopting a human tone

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Presentation Title
Emotions deliver monetary value

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Presentation Title
Emotional engagement improves loyalty and
retention

26. 26Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Understanding emotions improves service
consistency

27. 27Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Understanding emotions helps resolve
queries quickly