How to Wipeout obstacles & reduce customer effort.

presents: Pega HOW TO WIPOUE OBSTACLES & REDUCE CUSTOMER EFFORT VS With Pega Without Pega MEET YOUR CONTESTANTS Seven out of ten consumers have had an unsatisfactory service experience in the last 12 months. That's bad news for customers and businesses alike. (1) THE OBSTACLE COURSE To deliver a great customer experience, your customer service needs * the power to engage, simplify, and change * Otherwise, every interaction becomes an obstacle course for your customers. 2 3 FINISH 1 DISCONNECTED Customers don't like to be bounced around from one disconnected channel to another. 58% 74% $22 What each of companies online retailer pays on average million for unnecessary don't measure their customers' of customers use cross-channel channel escalations three channels journey. (2) each year (4) or more for customer service issues (3) Pega THE POWER TO ENGAGE Don't bounce your customers around. Deliver outstanding service experiences anywhere and everywhere through omnichannel service delivery. Customer service organizations must simplify their agent experience. The opposite? Meet the spinners: COMPLEX 93 26% TOO MANY APPS TOO MANY SCREENS WASTED TIME Average number of Number of contact Amount of time a screens a contact centers that require contact center agent agents to use multiple apps within a call (6) spends looking for relevant data center agent looks at (5) Pega THE POWER TO SIMPLIFY Don't let your customers get the spins. Streamline customer service by intelligently guiding every interaction and maximizing automation. Failure to adapt to change can be a big hit to your customer's experience. OUTDATED 60% formation A Blow to Businesses Inconsistent call again of all repeat calls occur due to inadequate training or processes - meaning they could have been resolved the first time (7) 81% of all customers who switch providers say their former company could have done % something different to keep their business (8) When systems aren't updated, almost anything can deliver a sucker punch... Exceptions New Updated Prices regulations Limited New Time Policies Offers More products Pega THE POWER TO CHANGE Don't knock out your customers. Make change a strategic advantage by rapidly deploying and continuously adapting, and you'll be 7x faster to market than your competitors. Don't make your customers run an obstacle course. Decrease customer effort, increase employee productivity, and lead the industry in customer satisfaction. Visit pega.com/wipeout to learn more. FINISH FINISH ELIMINATE THE OBSTACLES The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014 (1) Forrester, The State of Customer Experience Management, 2013 (2) Ovum (3) The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014 (4) Pega Aberdeen: Agent Desktop Optimization: Agents Can Finally Focus On the Customer (5) ContactBabel, The US Contact Center Decision-Makers' Guide 2013 (6) Frost & Sullivan (7) Accenture, Global Consumer Pulse Research (8)