Measuring Customer Success With Journey Mapping and Speech Analytics

Measuring Customer Success with Journey
Mapping and Speech Analytics
August 9th 2016
Rachel Lane
Director Customer Analytics EMEA
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Your Team Today
Jonty Pearce Rachel Lane

Editor Director Customer Analytics
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 2
Customer Engagement Optimization
REVENUE CUSTOMER LOYALTY OPERATIONAL RISK REDUCTION
ENHANCEMENT EFFICIENCY
Enrich Interactions
OMNICHANNEL CUSTOMER ENGAGEMENT
Actionable Intelligence™
Web Back Office Branches Stores Field
Social Mobile Email/Chat Phone
Self -Service Services
Optimize the
Improve
Workforce
Processes
Transformation Challenges
Connect the dots from web to Collect and analyze massive

contact center to social media amounts of data to understand
to branch offices because and predict customer
customers channel hop behavior and improve
journeys
Break down organizational Operationalize customer

silos to provide consistent insights and empower
and seamless customer employees to deliver
engagement across multiple effective and efficient
channels engagements and next best
actions
The Customer Lifecycle
PURCHASE RECOMMEND
4 8
BUY OWN
SELECT 3 Market & 7 MAINTAIN
Support &
Sell Serve
1
5
2 6
NEED USE
RESEARCH RECEIVE
A customer journey map graphically represents the journey of a customer group by
capturing and representing all customer touch points, sentiments and insights.
Customer Data & Sentiment

View the holistic journey
 live customer interviews
 supported with a relationship survey to
a broader customer group
Customer Journey Mapping – Key Elements
The Customer Data of the Future
Metric Impact in the Multi Channel
Web Self-Service Journey leads to
2% increase in CSAT score….
While Web Self-Service Journeys that

end up in the IVR decrease customer
retention by 7%
Complete CX Metric View of the Customer
Personalised Customer Engagements
KNOWLEDGE
Triple play
plan details
Triple 900 data

sheet
Triple play terms
Basic Cable
Package
Upgrade options
Delivering Insights Across All Touchpoints
Speech Analytics Survey Feedback Text Analytics
• Deep Behavioral Insights • Transactional & Relationship Satisfaction • Open Survey Verbatim
• At-risk Customers • Employee Feedback • Email/Chat/SMS
• Automated Root Cause Analysis • Loyalty Drivers • Customer Sentiment
• Self-service Abandonment • Product/Service/Channel Feedback • Social Media Analysis and Response
Voice Structured Surveys Unstructured Text
Omnichannel - Engagement Analytics
Phone is still by far the widest
used channel
Phone Is Also The Richest Channel
Words Per Words Per

Tweet Sentence
Words Per 5 minute phone
call
15 22 1000
Rich and unbiased
Power using a single server (based on 1000 words per call) with 100% analysis
Small Enterprise Large Enterprise

250 seats creates 500 Million word 10,000 seats creates 18 Billion word
conversations each month conversations each month
Based on our unique ability to scale, Verint Speech Analytics enables organizations of all sizes to analyze
billions of words in seconds, eliminating the need to sample calls and introduce bias
Speech Analytics
Transforming Audio into

Actionable Insights
Visual Map of Every Call
Automated speaker tagging

even on mono recordings
Automated Theme Discovery
Automatically surface actions, relations and entities without categories.
Complete
unbiased view
Single click
access to build a
system category
Fast Time to Insight with Powerful
Visualization
• Simplified workflow
• Faster time to insights
• Intuitive
workflows
• Customizable
• Powerful data
visualizations
Value of Speech Analytics in
Impact 360 Speech Analytics In Action
Action
Increase First Contact Resolution
• Determine and eliminate repeat call drivers
Compliance
• Script Adherance and fraud detection
Improve Customer Satisfaction

• Uncover customer complaints
Improve Self-Service
• Assess departure points of web and IVR channels
Increase Sales
• Pinpoint best (and worst) selling behaviors
Reduce Customer Churn

• Determine what causes customers to cancel accounts and how good agents save them
Improve Business Processes

• Leverage customer interactions to find process inefficiencies
Focused Quality Monitoring

• Find the calls that “matter most” in a fraction of the time
Use Case
Speech Analytics
is Critical to Digital Channel
Strategy
• Identify and fix self-service failures
• Mimic customer language and agent persona
• Identify new digital tasks and potential ROI
• Monitor that agents promote the use of digital

channels
China Mobile
Improving Digital Channels
with Speech Analytics
“Charging Policy” was driving more than 25% of

phone calls.
Updating the IVR, SMS and Web,
reduced calls by 10%.
• Company customers increased by 13%
• IVR containment rate increased by 3.67%
• Calls per customer reduced by 0.13
Use Case
Increase C-Sat and Reduce

Churn
• Identify customers at risk and predict “super
detractors”
• Gain much greater coverage compared with most

survey response rates
• Increase understanding of what drives high and

low CSAT
• Spot early warning signals before they go viral on

social media
• Provide relevant engagement with context not just

generic survey
Predicting Customer Churn
Situation
• Analyzed “lost customer” interactions from past 4 months and identified
statistically significant terms: Ridiculous, You People, Looking NEAR
Statement
Solution
• Built “At Risk” VoC Category
• Identified root-cause of dissatisfaction
• Daily “at risk” report sorted by customer value
• Team of 4 agents proactively called back to save
Saved 86% of at risk Result

• Saved 86% of at risk accounts
accounts with a savings of
• 4500 accounts saved to date
$12.5M • Initial ROI achieved within 7 weeks
• Savings to date $12.5 Million
Use Case
Broad-based Compliance
Solution
• Monitor 100% of Interactions for

compliance risk
• Non bias objective automated review
• Reduce risk when breaches are rare but

costly
• Lower cost option than manual monitoring
• Show internal process and solution to

regulators
Providing Risky “Advice” or Threats
Compliance Risk in 1000 Interactions
Random QA Sample Focused Speech Analytics

Sample
Potential Risk
Providing Risky “Advice” or Threats
Compliance Risk Issues
Procedure/Where to get
info
Repair/Claim Competitor Usage

12%
Companies (topping up)
6%
Coverage 17%
53% level 6%
34%
6%
Potential Risk
Start then cancel
Possible Risk Keywords Actual Risk in only

In 0.8% of all interactions 0.27% of Interactions
Use Case
Operational Efficiency and Cost
Savings
• Reduce AHT and repeat calls
• Reduce silence time, holds and transfers
• Identify and address specific agent knowledge

gaps
• Focus quality monitoring on calls that matter

most
• Reduce need for manual agent calls coding
Saving Cost While Building Loyalty
Situation
• Global BPO 27,000+ employees.
• Competing with Analytics and Insight
Insight
• Use of Verint Speech and Text Analytics

• Saturation of CSAT and NPS surveys 2-5% response
Result
Aparajita Gupta
VP Customer Interaction Analytics • Reduced cost-to-serve by 18%
SuperNova Award Category • Improved NPS by 14 points
Next Generation Customer Experience
Constellation Research • Reduced AHT by 30+ seconds
• Contact avoidance and faster resolution
• New revenue stream
Use Case
Sales Effectiveness
• Compare successful to non-successful sales

calls and agents
• Find the best words and phrase that lead to a

sale
• Identify words and phrases that are sales

detractors
• Create effective call transition timing from service

to sales
• Contiguously monitor for changes of what really

works
Optimizing Agent Sales Script
Increase Sales Conversion
• Pinpoint best and worst agents

• Surface positive language and best practices
Upsell Success Rate

57.6%
49.8% “Can I have another

“You should be moment of your time?”
earning interest
on this credit” 32.8% 32.3% Average Rate
23.5%
15.1% 12.9% 11.4%

6.3%
Effective Phrases Ineffective Phrases
Unmatched Speech Analytics Experience
Over Verint’s Speech Analytics
700 First Deployed in
Verint Global Customers

Using Speech Analytics 2003
Over 70 Patents Related to
Audio Processing
Processing
Over
19
Million
Calls Globally
Deployed in
Over 40
Languages and Accents
Every Day
Thank you for attending
• All slides and accompanying information can be found in the resources area post
webinar
• To register for more of our Summer School webinars visit

http://info.verint.com/summer-school-2016
• Please take a minute to complete our survey at the end of the webinar
Thank You


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Measuring Customer Success with Journey

Mapping and Speech Analytics

August 9th 2016

Director Customer Analytics EMEA

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Jonty Pearce Rachel Lane

OMNICHANNEL CUSTOMER ENGAGEMENT

Connect the dots from web to Collect and analyze massive

Break down organizational Operationalize customer

Customer Data & Sentiment

While Web Self-Service Journeys that

Triple 900 data

Triple play terms

Voice Structured Surveys Unstructured Text

Omnichannel - Engagement Analytics

Words Per Words Per

Small Enterprise Large Enterprise

Transforming Audio into

Automated speaker tagging

Automatically surface actions, relations and entities without categories.

Improve Customer Satisfaction

Reduce Customer Churn

Improve Business Processes

Focused Quality Monitoring

• Identify and fix self-service failures

• Mimic customer language and agent persona

• Identify new digital tasks and potential ROI

• Monitor that agents promote the use of digital

“Charging Policy” was driving more than 25% of

• Company customers increased by 13%

• IVR containment rate increased by 3.67%

• Calls per customer reduced by 0.13

Increase C-Sat and Reduce

• Gain much greater coverage compared with most

• Increase understanding of what drives high and

• Spot early warning signals before they go viral on

• Provide relevant engagement with context not just

Saved 86% of at risk Result

• Monitor 100% of Interactions for

• Non bias objective automated review

• Reduce risk when breaches are rare but

• Lower cost option than manual monitoring

• Show internal process and solution to

Random QA Sample Focused Speech Analytics

Repair/Claim Competitor Usage

Start then cancel

Possible Risk Keywords Actual Risk in only

• Reduce AHT and repeat calls

• Reduce silence time, holds and transfers

• Identify and address specific agent knowledge

• Focus quality monitoring on calls that matter

• Reduce need for manual agent calls coding

• Use of Verint Speech and Text Analytics

• Compare successful to non-successful sales

• Find the best words and phrase that lead to a

• Identify words and phrases that are sales

• Create effective call transition timing from service

• Contiguously monitor for changes of what really

• Pinpoint best and worst agents

Upsell Success Rate

49.8% “Can I have another

15.1% 12.9% 11.4%

Effective Phrases Ineffective Phrases