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Annette Miesbach, ProductMarketing Manager, inContactBrian Koma, Vice President & CXPractice Leader, Verint Chad Hendren, VP and GeneralManager, CX Solutions, VirtualHold TechnologyROUNDTABLE – HOW TO DELIVER AN EFFORTLESS CUSTOMEREXPERIENCEAUGUST 2017

How To Deliver An Effortless CustomerExperienceBrian KomaVice President, CX Business StrategyVerint 2014 Verint Systems Inc. All Rights Reserved Worldwide.Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Listening & Acting in a Multichannel World is Difficult I called your contactcenterI chatted with youragent I visited your WebSiteI sent an eMailI visited your storeI friended youI tweeted youI completed youronline surveyConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

.Because Most Brands Listen in a Disconnected Fashion4Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Insights are LostCustomers LeaveAll of Forrester’s CX Index data is confidential and for internal use only. Any external distribution is strictly prohibited. 2016 Forrester Research, Inc. Reproduction ProhibitedConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.5

Provide a Complete View Across All ChannelsConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.6

Provide a Complete View Across All Channels Collect Structured &Unstructured FeedbackConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.7

Provide a Complete View Across All Channels Collect Structured &Unstructured Feedback Connect the DotsAmong DisparateData SourcesConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.8

Provide a Complete View Across All Channels Collect Structured &Unstructured Feedback Break DownOrganizational Silos Connect the DotsAmong DisparateData SourcesConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.9

Provide a Complete View Across All Channels OperationalizeCustomer Insights Collect Structured &Unstructured Feedback Break DownOrganizational Silos Connect the DotsAmong DisparateData SourcesConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.10

If your customer says it, writes it, or clicks it,you must listen, analyze, and act on it.Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.11

4 Pillars of Successful CX Customer Experience Program Foundation12Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.12

4 Pillars of Successful CX tureProcessesTechnologyCustomer Experience Program Foundation13Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.13

4 Pillars of Successful CX mer Experience Program Foundation14Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.14

4 Pillars of Successful CX ssesTechnologyCustomer Experience Program Foundation15Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.15

4 Pillars of Successful CX TechnologyGovernanceCultureCustomer Experience Program Foundation16Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.16

Five Keys to Creating An Effortless Customer ExperienceConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Five Keys to Creating An Effortless Customer Experience1. Make It Easy for Customers to Provide FeedbackConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Five Keys to Creating An Effortless Customer Experience1. Make It Easy for Customers to Provide Feedback2. Establish Goals & SuccessesConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Five Keys to Creating An Effortless Customer Experience1. Make It Easy for Customers to Provide Feedback2. Establish Goals & Successes3. Identify Stakeholders Who Will Act on FeedbackConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Five Keys to Creating An Effortless Customer Experience1. Make It Easy for Customers to Provide Feedback2. Establish Goals & Successes3. Identify Stakeholders Who Will Act on Feedback4. Create a Plan to Close the LoopConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Five Keys to Creating An Effortless Customer Experience1. Make It Easy for Customers to Provide Feedback2. Establish Goals & Successes3. Identify Stakeholders Who Will Act on Feedback4. Create a Plan to Close the Loop5. Communicate Impact & SuccessConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

All of Forrester’s CX Index data is confidential and for internal use only. Any external distribution is strictly prohibited. 2016 Forrester Research, Inc. Reproduction ProhibitedConfidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.23

If a customer says it, writes it, or clicks it,Verint helps you listen, analyze, and act on it.Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.24

How To Deliver An Effortless CustomerExperienceBrian KomaVice President, CX Business StrategyVerint Brian.Koma@Verint.com571-521-0551 2014 Verint Systems Inc. All Rights Reserved Worldwide.Confidential and proprietary information of Verint Systems Inc. 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Personalize the Customer ExperienceChad HendrenVP and GM, Customer Experience Solutions,Virtual Hold Technology

Consistency is KeyHow to provide a consistent, positive experience acrossall channels: Identify the customers’ needs, align the channel offerings tomatch.Consistently deliver service within the channels that make sense! Avoid channels that result in increased effort, lost time, and introduction ofcustomer frustration.If you can’t provide an omnichannel experience, be certain thechannels you expose provide the outcome needed – consistently.Continually optimize the customer journey.

Personalize the Customer Experience with Context Personalization does not always meanproviding UNIQUE service to EVERYcustomer. Make the match between the customers’needs, your ability to serve them, andleveraging context to navigate the bestpossible journey. Provide dynamic treatment; don’t makethem start over.

Personalize the Customer Experience with Context Use context to recommend up-salesand cross-sales that make sense.Know the customer and their needs,and align your channels andmessaging accordingly. Customerswill: Build confidence in your service deliverystrategy Adopt self-service Be more satisfied with agent-assistedservices

Keep your customers moving forward whilekeeping your bottom line trending upward Start the journey in the right channel(s) Identify moments of opportunity to navigate to thenext best channel(s) with context Assure the customer along the way that you aremeeting their needs. Consider how to best mix and match your channelsin a connected, omnichannel journey.If you can’t navigate the customer along the journey,you leave them to randomly struggle for service, andwe all know how painful the results can be!

Deliver a True Omnichannel ExperienceVHT NavigatorTM is a scalable customer engagement solution designedto capture and analyze user-specific activity to guide effortlessinteractions and desired outcomes for companies and their customers.VHT Navigator empowers the business to enhance the customerjourney in real-time.Create LowCustomer EffortPersonalize withContextVisualize the CustomerJourney

Contact InfoChad HendrenVice President and General Manager, Customer Experience Solutionschendren@virtualhold.com 1.402.973.2385@HendrenChad

ReducingCustomer EffortAnnette MiesbachAugust 2017

IntroductionAnnette MiesbachSenior Product Marketing ManagerClick to edit Master titleClickClicktotoeditedittexttext

The role of customer service is tomitigate disloyalty by reducing customer effort.Click to edit Master titleClickClicktotoeditedittexttextMatthew Dixon,The Effortless Experience: Conquering the New Battleground for Customer Loyalty

What is Changing in Customer Service?62% of customers9 channel choicessay “ease ofare the norm; theinteraction” is thenumber of channelsmost importantis expected to riseattribute of ato 11 by 2018;Clickto editMaster nce is the #1driver for al Contact Center Survey(2017)Dimension Data:Global Customer ExperienceBenchmarking Report (2017)36The majority ofcustomers (72%)expect a company toknow their purchasehistory, regardless ofthe channel (orchannels) they use tocontact you.inContact Research:CX TransformationBenchmark Study (2017)

Channel Support and IntegrationChannelsConnected?All or Most: 30%Click to edit Master titleFew or None: 70%ClickClicktotoeditedittexttextDimension Data:Global Customer ExperienceBenchmarking Report (2017)37

Disconnected Channels: The Consequenceso Agents lose insight into previous interactionso Customers have to repeat their “story” when changingchannelsoClickLongerAverageHandlingto editMastertitle Timeso Agents unable to add or switch channelso Seamless inbound / outbound integration is difficultClickClicktotoeditedittexttext38

Reduce Effort with True Omnichannel!o Implement a solution that provides consolidatedsupport for all channels that are important for yourcustomers (existing or new)o Ensure agents have an Omnichannel interfaceClick to edit Master titleo Provide agents with insight into previous interactions(regardless of channel)totoeditoClickEmpoweragents to “elevate” interactions to the idealClickedittexttextchannel at the point in time39

Personalization – A True Driver“If organizations don’t do everything in their power to offerpersonalization to customers, they may end up losing business.”Source: Deloitte Global Contact Center Survey (2017)Click to edit Master titleRecent inContact research:“Offering PersonalizedService” is one of the mostimportantdriversof channelClicktoedittextClick to edit textperformance.Drivers of Channel Performance (Agent Assisted venience15Proactive interaction15Security (personal data)406

Lack of Personalization: The Consequenceso Increased Customer Effort leading to Decreased Customer Loyalty Lower Customer Lifetime Value Multiple contacts, leading to higher contact volumesClicktoeditMastertitleo Extended Average Handling Timeso Less Engaged AgentstotoeditoClickIncreasedCost (inability to treat customer based on their tier)Clickedittexttext41

Reduce Effort with Seamless Integration!o Empower your agents with an integrated interfacethat offers seamless access to: CRM / Data: Salesforce, Oracle Service Cloud, MS Dynamics Knowledge Bases, FAQsClicktotoolseditorMastertitle Anyfunctionalitythat support FCRo Ensure all tools are available across all dittextClick to edit texto Reduce the number of UI agents have to contend with42

Select Resources www.incontact.com Omnichannel Session Handling(Video) Omnichannel Routing(Datasheet)43

Contact Uswww.incontact.com44

Thank You!August 201745