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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

Hyper Connected World: Balancing Customer Experience and Profitability

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Page 1: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 2: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 3: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 4: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 5: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 6: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 7: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 8: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 9: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 10: Hyper Connected World: Balancing Customer Experience and Profitability

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.

Page 11: Hyper Connected World: Balancing Customer Experience and Profitability

Social Media is a Key Part of Customer Experience

Not only a service channel but also a sales channel

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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.

Page 12: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 13: Hyper Connected World: Balancing Customer Experience and Profitability

Leading Customer Engagement Challenges

� Lack of cross organizational support

� Poor integration across channels

� Application silos

13

� Poor understanding of data

� Cost concerns

Page 14: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 15: Hyper Connected World: Balancing Customer Experience and Profitability

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.”

Page 16: Hyper Connected World: Balancing Customer Experience and Profitability

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

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• 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

Page 17: Hyper Connected World: Balancing Customer Experience and Profitability

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)

Page 18: Hyper Connected World: Balancing Customer Experience and Profitability

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

Page 19: Hyper Connected World: Balancing Customer Experience and Profitability

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

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• Moving towards an app and analytics future

• Wearable computing?

Page 20: Hyper Connected World: Balancing Customer Experience and Profitability

Poll Question 4

Do you think most contact centre applications will be delivered from the

cloud?

•Yes

•No

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Page 21: Hyper Connected World: Balancing Customer Experience and Profitability

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

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� Social Media as a Contact Channel in Asia-Pacific

� Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets

Page 22: Hyper Connected World: Balancing Customer Experience and Profitability

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]

Page 23: Hyper Connected World: Balancing Customer Experience and Profitability

Your Feedback is Important to Us

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Competitive Structure?

What would you like to see from Frost & Sullivan?

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Strategic Recommendations?

Other?

Please inform us by “Rating” this presentation.

Page 24: Hyper Connected World: Balancing Customer Experience and Profitability

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Page 25: Hyper Connected World: Balancing Customer Experience and Profitability

For Additional Information

Carrie Low

Corporate Communications

Asia Pacific

(60) 3 6204 5910

[email protected]

Krishna Baidya

Research Manager

ICT Practice - Asia Pacific

(65) 6890 0979

[email protected]

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Andrew Milroy

Vice President

ICT Practice - Asia Pacific

(65) 6890 0972

[email protected]

Susan Prakasam Khan

Strategic Account Manager

ICT Practice - Asia Pacific

(65) 6890 0250

[email protected]