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A Frost & Sullivan Analyst Briefing
Citation preview
Hyper Connected World:Balancing Customer Experience and
Profitability
Andrew Milroy
© 2012 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property of Frost & Sullivan. No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan.
Vice President, ICT
01 August 2013
Today’s Presenter
Andrew Milroy, Vice President, ICT
Frost & Sullivan
Follow me on:
@andy1994
2
Andrew Milroy is responsible for Frost & Sullivan’s research and advisory
services across the region. His recent roles have been focused upon the
development of research and consulting activities in Europe, Australia and the
Asia Pacific region. He has led projects on cloud computing and customer
engagement. He has also developed new BPO research and consulting
capabilities at Frost & Sullivan.
Focus Points
� The Nexus of Cloud, Big Data, Mobility and Social and its Impact on Cloud Computing
� Mobility and Contact Centres
� Cloud and Contact Centres
3
� Cloud and Contact Centres
� Analytics and Contact Centres
� Social and Contact Centres
� Conclusion
Poll Question 1
Which of the following technologies do you believe is having the most
profound impact on customer service delivery?
• Cloud
• Big Data
• Mobility
4
• Social Media
Please give one answer.
Nexus of Cloud Computing, Mobility, Social and Analytics
Mobility
Cloud technologies
People are communicating
using a variety of different
devices. Proliferation of
aps
Enables creation of
2
5
Analytics
Social
Rise of Cloud Computing
Cloud technologies
offer common
experience anywhere
on any device
Enables creation of
omni-channel
experience
Social becoming new
plaform.
3
4
1
Contact Centre
Poll Question 2
Which channel do you use most commonly to engage your customers?
• Web site/Email
• SMS/Chat/IM
• Apps
6
• Face to face
• Voice
Please give one answer.
APAC Mobile Subscriber Base
3.8 bn
Asia Pacific Mobile Subscriber Base, 2005 & 2013(e)
7
2005 2013
0.89 bn
Source: Frost & Sullivan analysis.
Global Trends
Netbook
Tablets (120)
~ 370mn
~ 680mn Asia Pacific Trends
NetbookTablets
~ 210mn
~ 135mn
Mobile Devices Surpass PCs
8
DesktopSmartphones (560)
2012
Desktop
Netbook
Smartphones
2012Source: Frost & Sullivan analysis.
Social
Location
Applification: Self-Service on Steroids
Ap
pli
fica
tio
n
Re
qu
ire
me
nts
to
me
et
the
va
rio
us
pe
rso
na
l, b
usi
ne
ss a
nd
so
cia
l
Contextual Data:• Who• What• Where
• Device• Etc…
Callback Request, Click-to-Call, Chat
ContextualData
9
Mobile
Interactive
Local
Ap
pli
fica
tio
n
Re
qu
ire
me
nts
to
me
et
the
va
rio
us
pe
rso
na
l, b
usi
ne
ss a
nd
so
cia
l
ne
ed
s o
f in
div
idu
als
.
Agent Screen PopContextual
Data
Poll Question 3
From a customer engagement perspective, for what do you use social
media?
• Advertising
• Sales
• Sentiment monitoring/information gathering
10
• Customer care
Multiple answers accepted.
Social Media is a Key Part of Customer Experience
Not only a service channel but also a sales channel
11
Customers are sharing experiences online
Social Media gives you the ability to listen to customers, even when they are not calling you
Social Media can have an enormous impact on business and is central to any customer engagement strategy.
Social media in APAC
Over 25 percent of total Facebook users today reside in APAC.
APAC is home to countries with some of the largest Facebook installed bases and the highest penetration of
Facebook use in relation to total population.
12
Leading Customer Engagement Challenges
� Lack of cross organizational support
� Poor integration across channels
� Application silos
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� Poor understanding of data
� Cost concerns
Growing Impact of Big Data
sharing more Information
Insights
seeking personalizedinteraction
Expectations
• Objectives & strategy
• Performance metrics
En
ga
gem
en
t
14
Insights
expect to be served
wherever, whenever and however they
choose to interact
Interactions
Customers Organization
• People
• Process
• Technology
En
ga
gem
en
t
Customer Interaction Analytics Performance Analytics
Analytics from a Customer Engagement Perspective
Customer Insight
• Customers like Intelligent Interactions
• Customers are likely to buy products/services that incorporates their feedback
“Analytics gives the contact center the rare chance to be a Strategic part of theorganization, not just a Profit center or Cost center.”
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Customer Insight
Contact Center
Interactions
CRM & Sales
Databases
Improve Customer
Experience
Improve Operational
Performance
Define Enterprise
Strategy
Customer Insight
Contact Center
Interactions
CRM & Sales
Databases
Improve Customer
Experience
Improve Operational
Performance
Define Enterprise
Strategy
� Data & Speech Analytics can help with product feedback, competitive deals, and customer needs
� Analytics can deliver operational insights on contact center performance
� For BPOs, value-added services such as root cause analysis, customer insights analysis are easier; hence becomes a key differentiator
organization, not just a Profit center or Cost center.”
Cloud Adoption in the Contact Center
• More than 30 service providers offering
hosted contact center services in APAC
• Over 100,000 contact centre seats on a hosted platform in APAC
• Cloud based contact centres are gaining strong interest, and
growing at a CAGR of over 20% in the next 5 years
16
• Cloud/hosting will become the dominant new contact center solution delivery method.
• Hybrid delivery models will begin to see adoption as vendors tightly integrate their on-premise & cloud stories & partnerships with cloud service providers emerge.
hosted contact center services in APAC
• Flexibility, scalability, peak demand, cost and remote agents are key drivers for CC in the Cloud
Investment Trends: Hosted Contact Center Seats
Key Takeaway: Seat growth is fueled by adoption across verticals and horizontals
15
20
25
300
400
Gro
wth
Ra
te (
%)
Se
ats
(‘0
00
s)
CAGR (‘12-16) : 19.3%
Total Hosted Contact Center Market: Seat Forecast, Asia-Pacific, 2011–2016
17
Note: All figures are rounded; the base year is 2012. Source: Frost & Sullivan analysis.
0
5
10
15
0
100
200
2011 2012 2013 2014 2015 2016
Seats 141.09 172.90 211.77 257.08 303.08 349.95
Growth Rate 22.5 22.5 21.4 17.9 15.5
Gro
wth
Ra
te (
%)
Se
ats
(‘0
00
s)
Investment Trends: Contact Center Applications
500
600
700
800
900
1,000
Re
ve
nu
e (
$M
il) Performance
Optimization
Self-service
CAGR(%)
10.7
8.8
CAGR (‘12-’16) : 8.0%
703.1
957.1
18
0
100
200
300
400
500
2012 2016
Re
ve
nu
e (
$M
il)
Outbound
Inbound Routing
2013 2014 2015
Performance Optimization = Quality Monitoring, Workforce ManagementInbound Routing= ACD+CTISelf Service= IVR, Web Portal, Multimedia
8.8
6.5
5.9
Note: All figures are rounded; the base year is 2012. Source: Frost & Sullivan
Key Takeaways
• From customer service to customer experience management
• Integration of voice, social, mobility, cloud and analytics is customer engagement utopia
Moving towards an app and analytics future
19
• Moving towards an app and analytics future
• Wearable computing?
Poll Question 4
Do you think most contact centre applications will be delivered from the
cloud?
•Yes
•No
20
Recent Publications
� Asia-Pacific Contact Center Applications Market, 2012
� Contact Center Analytics in Asia-Pacific
� Analysis of the Asia-Pacific Hosted Contact Center Market
� Assessment of the Asia-Pacific Contact Center Market, 2012
21
� Social Media as a Contact Channel in Asia-Pacific
� Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets
Next Steps
Develop Your Visionary and Innovative SkillsGrowth Partnership Service Share your growth thought leadership and ideas or
join our GIL Global Community
22
Join our GIL Community NewsletterKeep abreast of innovative growth opportunities
Phone: +603 – 6204 5800 Email: [email protected]
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23
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For Additional Information
Carrie Low
Corporate Communications
Asia Pacific
(60) 3 6204 5910
Krishna Baidya
Research Manager
ICT Practice - Asia Pacific
(65) 6890 0979
25
Andrew Milroy
Vice President
ICT Practice - Asia Pacific
(65) 6890 0972
Susan Prakasam Khan
Strategic Account Manager
ICT Practice - Asia Pacific
(65) 6890 0250