Nearly a year ago, I wrote a blog titled, “Mayday for Insurance and Financial Services,” where I detailed how next-generation customer experience capabilities, such as virtual interactions between business experts and customers, are transforming business processes – such as the “Mayday” button technology offered on Amazon’s Kindle Fire HDX. The purpose of that blog was to explain virtual interaction capabilities and discuss how they are likely to become integrated into the insurance industry in the near future. So what’s changed? Well, I’ve gone from blogging about the changes to come, to speaking at insurance industry conferences about how virtual transactions are now transforming how the industry does business and how Cisco is helping fuel these virtual interactions.
I attended the Property Insurance Report National Conference, and had many great discussions. The focus of the conference was on ways the property insurance world is changing, through consideration of new ideas and the utilization of new tools being built. It’s widely considered that with the arrival of better information and tools, the most sophisticated insurers will be able to separate themselves from those who don’t take these changes as seriously or employ them as skillfully. Features such as online video sales and support are working in the real world for other industries, so how they can be applied to insurance?
At the conference, I gave a keynote presentation titled, “Omni-Channel for Insurance – Virtual Enhanced Distribution & Service Channels”. The presentation specifically focused on how virtual interactions are transforming the insurance industry and improving customer experiences.
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Tags: Cisco, customer experience, Financial Services, insurance, omnichannel, remote expert, video, virtual expert
Are you considering using video in your digital marketing strategy? Here are a few statistics on the topic:
- Visitors who view product videos are 85% more likely to buy than visitors who do not. (Internet Retailer)
- More than 1 billion unique users visit YouTube each month. (YouTube)
- 92% of mobile video viewers share videos with others. (Invodo)
- Video promotion is 6 times more effective than print and online ads. (Atlas)
- More than 100 hours of video are uploaded to YouTube each minute. (The Telegraph)
But most importantly:
As a digital marketer, it is crucial to plan for video in your marketing efforts. Moreover, you must understand which social media platform is correct for your target audience and what type of social video you need to create. Read More »
Tags: #CiscoACI, authentic social media, facebook, Instagram, twitter, video, vine, youtube
Have you ever watched a video on your phone or tablet, only to have the video stop and start? While I was traveling out to here to Mobile World Congress, the exact thing happened to me as I was sitting at the airport. It’s frustrating, particularly if it happens for a long period of time or happens frequently during a 30-minute show.
We have the luxury of watching our favorite TV shows from anywhere, whenever we would like to see them. However, the network isn’t always prepared to accommodate the added data demands that video brings for all of their users.
Here at Mobile World Congress, Cisco and Akamai are demonstrating Read More »
Tags: Akamai Mobile Edge, Cisco Policy Suite, demo, mobile operators, mobile world congress, MWC15, Service Provider, video
“May you live in interesting times,” the old saying goes. With its explosion in intelligent connections, the Internet of Everything makes this one of the most exciting times to be alive — ever.
But you already knew that.
The real fun begins when we consider that as dynamic as technology change appears to be in 2015, this is only the beginning. Mobility, video, analytics, and other technologies have already transformed our jobs, our home lives, the ways we socialize, access entertainment, you name it. But now IoE is accelerating change at an even faster rate as people, culture, innovation, technology, get added to the mix.
With that in mind, let’s explore some key predictions to see where I believe IoE will take us in the next ten years or so.
The way I see it, IoE will drive an unparalleled level of social and business consciousness, as the Internet evolves far beyond its current state and limitations. This transformation will center on three core capabilities to be Hyperaware, Predictive, and Agile.
Hyperaware Read More »
Tags: analytics, Contextual awareness, Dark asset, Digital transformation, diversity, future, inclusion, Internet of Everything, internet of things, IoE, IoT, Joseph Bradley, mobility, Technology predictions, video, Wearables. Mobile. Big Data
In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!
But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.
Moving from Multichannel to Omnichannel
And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.
Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?
Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.
Speaking of customer journeys, omnichannel allows you to Read More »
Tags: Back to the Future, cloud, contact center, customer satisfaction, multichannel, omnichannel, video