HP's intent is
to create technology that makes
life better for everybody everywhere
from consumers to
small to medium businesses to
large corporations, hospitals
a really wide diversity of who
might use our products.
Customers when they come in with a problem, they're
coming in with a very specific intent. They
want HP to recognize that, understand
that I've got a problem. I need it fixed.
All of the customers need empathy.
They need understanding, and they need to have confidence
that you know the problem and you
will be able to resolve it.
This customer journey orchestration product appeals
to us. You can know a
customer started on the web that wasn't
successful. They've been escalated
into the contact center.
That agent then can see the product.
They can see if there's any telemetry
from the product that might also
be indicative of what's going on. That
real time is absolutely critical because
it's giving you that view of the customer without
the customer having to repeat themselves and say,
I did this and I did this and how come you
don't know about me? As a technology
company, supporting technical products,
it's incumbent on us to be able to demonstrate
that underlying competency to the customer,
whether it's a consumer or it's a large corporation.
At all stages we're trying to make
this appealing to the customer. Keep their
experience high, keep them up as an ongoing
and loyal customer. You want
to treat each customer individually
and appropriate. It's recognizing
their name, it's recognizing are they a loyal
customer, giving them credit for
that. For that loyalty.
It makes HP feel real to the customer.
It makes the customer feel real to HP.