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Six Steps to Improving Customer Experience .5805” SixFORENSIC Steps to Improving .5805” .5” CustomerTECHNOLOGY Experience TransformDISPUTES interactions AND into powerful INVESTIGATIONS drivers of loyalty and growth Companies find it hard to keep up with customers’ evolving KEY TAKEAWAYS expectations for immediate, high-quality, personalized, always-on, consistent service across all channels. • Prioritize your investments by starting with a clear, objective view of what customers really Like playing “whack-a-mole,” companies find that as they want, not what you think they want. Effectively usingimprove technology one aspect to ofuncover customer and service, manage another evidence channel and intelligence in contentious legal and regulatory situationsor service requirement pops up. And yet, companies trying • Analyze your customer base and prioritize the to be all things to all customers are likely to fail. Businesses have historically turned to technology to improve the accuracy and speed of decision-makingcommunication and problem-solving. channels important However, to asthem. data volumes and complexities continue to spiral, and legal and security risks mount, managing data efficiently and effectively is an ever-pressing challenge. • Hire employees who truly care about To keep pace with customers’ customers, empower them to go beyond a In order to become admissible in legal proceedings, digital data must meet stringent legal requirements. A&M’s forensic technology team identifies, collectscontinuously and analyzes electronic evolving information to expectations,support your investigation and discovery scriptneeds. and reward “right” behaviors throughout the value chain. A&M provides reliable,companies auditable and provenneed solutions to first by combining make operational sure expertise they with legally defensible procedures and industry-leading technology. Clients regularly turn to us to advise on contentious matters, including litigation, arbitration,• Customers investigations are willing and to regulatory-driven forgive a company action. Our approachhave enables the a rapid foundations response to legal technology of good requirements, customer yields accurate and defensible results, and reduces costs by with which they have an emotional eliminating unnecessaryexperience effort and time. covered. connection, so do not underestimate or Bespoke solutions to fit your needs neglect it. Alvarez & Marsal (A&M) has spent years helping clients Our team includes senior forensic technologists, data analytics experts, information security specialists and investigators who bring expertise in computer scienceimprove and information their capabilities systems and an to appreciation deliver experiences of how technology that is best utilized.• WeFix theoffer root a range causes of ofcentralized customer processing frustration. and hosting solutionsreinforce around their the world, customer as well asstrategy “field kits” and to ensureincrease your loyalty.short and long-term requirements are met. • Improving customer service is an ongoing Our experts also have significant experience in testifying and presenting expert evidence and use our findings to generate comprehensive On the following pages, we have included six steps initiative rather than a “one-and-done.” reports for investigations,fundamental regulatory to improvinginquiries and customerdisputes. experience: 2.45” 1.95” A&M DISPUTESSix Steps AND to INVESTIGATIONS Improving Customer Experience 2 .5805” Six SixSteps Steps to to Improving Improving CustomerCustomer Service Service 1 .5805” Know Thy Customer FORENSIC6 Don’t rely on intuition and gut feel Emotionally Engage 2 With Your Customers Meet Them Where .5” Hire people who care about your They Are TECHNOLOGYcompany and your customers Channel preferences vary Instill front-line workers signifi cantly by demographic DISPUTESwith purpose, not rules. AND INVESTIGATIONS 5 Reward The 3 “Right” Behaviors Track Customers Customer satisfaction should be Across Channels the fi rst priority, not 4 It’s the only way to create a speed or productivity Fix Root Causes Of seamless experience Customer Frustration Sometimes the best customer experience is none at all Effectively using technology to uncover and manage evidence and intelligence in contentious legal and 1. Know Thy Customer and What They Want regulatory situations Sometimes business leaders get caught in the trap of talking about wanting to improve Businesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as data volumes customerand complexities service continue without to spiral, investing and legal andthe security time to risks understand mount, managing what data the efficiently customer and wants.effectively is an ever-pressing challenge.Understanding the fundamental wants and needs of the customer is the first step to In order todetermining become admissible what in a legal great proceedings, customer digital experience data must meet should stringent be forlegal them. requirements. A&M’s forensic technology team identifies, collects and analyzes electronic information to support your investigation and discovery needs. One of our clients, a luxury retailer, was looking to improve its customer experience and A&M providesbelieved reliable, that auditable its call and center proven was solutions a weak by combiningpoint of contact.operational It expertise also believed with legally that defensible improving procedures the and industry-leading technology.speed Clients of regularly its phone turn service to us to advisewould on increase contentious customer matters, including satisfaction. litigation, arbitration, investigations and regulatory-driven action. Our approach enables a rapid response to legal technology requirements, yields accurate and defensible results, and reduces costs by eliminatingHowever, unnecessary after effort observing and time. the agents while they were on the phone and interviewing Bespokecustomers solutions directly, to fit storeyour executivesneeds realized their customers were looking for the same personalized, white-glove experience in their phone interactions that they received in the Our teamstore, includes including senior forensic suggestions technologists, like data what analytics other experts, items information would complete security specialists an outfit. and investigators who bring expertise in computer science and information systems and an appreciation of how technology is best utilized. We offer a range of centralized processing and hostingTheir solutions customer around servicethe world, agents as well as were “field notkits” trainedto ensure oryour managed short and long-term to be sales requirements focused are andmet. Our expertswere also reluctant have significant to provide experience this in typetestifying of assistanceand presenting even expert when evidence they and knew use our about findings a purseto generate or a comprehensive reports forskirt investigations, that would regulatory go perfectly inquiries andwith disputes. the jacket being purchased. The effect was the opposite of the personalized experience their customers wanted 2.45” and expected. 1.95” A&M DISPUTESSix Steps to AND Improving INVESTIGATIONS Customer Experience 3 .5805” 2. Meet Your Customers Where They Are and When They Want Customers have come to expect “always-on” service across multiple channels. They have built relationships with companies like Amazon and Google that can anticipate and predict what their next need may be. .5805” No matterFORENSIC what industry you are in—retail, healthcare, financial services, airlines or energy to name a few—your .5” customersTECHNOLOGY expect to receive an answer or transact with you 24/7. DISPUTESThis has become AND table INVESTIGATIONS stakes for most industries. That said, managing customer expectations is not one-size-fits-all. In fact, customer preferences vary significantly by demographic, and customers will interact on different channels for different reasons at different times. Smart companies will analyze their customer base to prioritize channels that are important to those segments. Digital interactions are predicted to overtake voice transactions in the next year. At the same time, roughly 90 percent of customers 55 and older prefer to talk to a live person on the phone. However, for customers in the 25-54 age range, email and mobile channels are much Effectively using technology to uncover and manage evidence and intelligence in contentious legal and more popular. regulatory situations Businesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as data volumes and complexities continueWhich to spiral, Channel and legal is and Most security Popular risks mount, With managing Your Customers? data efficiently and effectively is an ever-pressing challenge. In order to become admissible in legalPercentage proceedings, of centers digital that data do musttrack meetchannel stringent popularity legal by requirements. age profile A&M’s forensic technology team identifies, collects and analyzes electronic information to support your investigation and discovery needs. Between 25 and Between 35 and Between 55 and Channel Under 25 years Over 70 years A&M provides reliable, auditable and proven solutions34 yearsby combining operational54 years expertise 70with years legally defensible procedures and industry-leading technology. Clients regularly turn to us to advise on contentious matters, including litigation,
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