Upload
frost-sullivan
View
529
Download
1
Embed Size (px)
Citation preview
2016 North American Contact Center Outsourcing
New Product Innovation Award
2016
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 2 “We Accelerate Growth”
Contents
Background and Company Performance ........................................................................ 3
Industry Challenges .............................................................................................. 3
New Product Attributes and Customer Impact ................................................................ 4
Understanding New Product Innovation ....................................................................... 10
Key Benchmarking Criteria .................................................................................. 11
Best Practice Award Analysis for HGS (Hinduja Global Solutions) .................................... 11
Decision Support Scorecard ................................................................................. 11
New Product Attributes ....................................................................................... 12
Customer Impact ............................................................................................... 12
The Intersection between 360-Degree Research and Best Practices Awards ..................... 13
Research Methodology ........................................................................................ 13
About Frost & Sullivan .............................................................................................. 15
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 3 “We Accelerate Growth”
Background and Company Performance
Industry Challenges
Consumer buying habits are changing, and customer care providers must continually re-
examine operational processes and resource allocations. This movement into new realms
of specialized expertise signals opportunities for technology investments that could
translate into enhanced value proposition for clients and consumers. In essence,
technology-enabled platforms will be key to meeting the complex communication needs of
today‘s consumer
Whether it‘s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer
care is a difficult goal to achieve. This is especially relevant in our device-driven world; an
―always on‖ hyper-connected environment laced with multiple customer touch points. A
superior customer experience enabled by actionable insights is often the holy grail of
business for the modern day enterprise. For contact center outsourcing this poses four
distinct challenges when it comes to new product innovation:
What‘s new and innovative in the realm of Customer Experience (CX)?
In what meaningful ways can VOC, FCR and NPS be used in the enterprise to
positively impact service delivery?
What can BPO analytics solutions really do to impact revenues and customer
satisfaction?
What new Customer Experience toolsets can reduce a client‘s cost-to-serve and
customer effort?
Sales and support agents in contact centers today are utilizing a wider arsenal of
communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media.
Frost & Sullivan believes that traditional voice-centric call centers are quickly morphing into
―Omnichannel‖ contact centers. The Omnichannel consumer wants to be able use all
available channels simultaneously, including the in-store experience. As a result, BPO
providers are challenged to deploy a complex blend of communications and collaboration
technologies in order to stay relevant, competitive and profitable. The goal is to connect
and communicate with the customer at the touch point of their choice.
The proliferation of channels and devices that digital-savvy consumers now have at their
fingertips is creating an operational challenge for all contact centers. Increasingly,
customers will expect very personalized interactions and engagement on the channel of
their choice.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 4 “We Accelerate Growth”
New Product Attributes and Customer Impact
Company Overview
HGS (Hinduja Global Solutions) is part of the multi-billion dollar Hinduja Group, providing a
full suite of business process management services from marketing and digital enablement
services, consumer interaction services to platform enabling back office business services.
By applying analytics and interaction transformation design to deliver innovation and
thought leadership, HGS increases revenue, improves operating efficiency and helps to
retain valuable customers. HGS has domain expertise in the following industry sectors:
Telecommunications and media
Healthcare
Insurance
Banking
Consumer electronics and technology
Retail
Consumer packaged goods industries
Public sector
Hinduja is being recognized specifically for HGS DigiCX. DigiCX is a formal suite of Customer
Experience (CX) Services focused on transforming traditional customer experiences by
leading with self-service to guide consumers across any channel or device to ‗Get the Right
Answer Fast‘ and intelligently integrate people at every ‗moment of truth‘.
Match to Needs
Innovative Element: Leading with Self-Service
Unique in the industry, the DigiCX solution set leads with self-service. Research shows that
customer interactions now typically begin on the web and interactions have expanded to
include those initiated through mobile applications. DigiCX, therefore, delivers a suite of
services focused on transforming traditional experiences. Service is always available and
customers are guided to the best channel for quick resolution; getting them the answer they
need regardless of the channel (text, chat, web, social, voice, etc..).
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 5 “We Accelerate Growth”
Defining Customer Experience
In launching DigiCX, Hinduja executives have said, ―Customer Experience is about 360
degrees of connections – unified!‖ They would also assert that regardless of channel, every
consumer interaction should be personalized, speedy, accurate, empathetic, and effective.
There is a compelling need for customer care outsourcing providers to assist their clients in
the transformation of their businesses. The key is to accomplish this across customer
interaction channels with enhanced customer experiences. What DigiCX does is optimize the
ideal blend of self-service, automation and agent-assistance that‘s just right for the client‘s
business.
Quality
Infusing Hinduja DNA
DigiCX utilizes Hinduja‘s Digital Natural Assist (DNA); at best-in-class turnkey platform. Key
features include:
Consumer self-help empowerment
DNA is device agnostic
Flexibility and scalability
Seamless integration capability
DigiCX incorporates the use of analytics, a deep adoption of automation and advanced
artificial intelligence through every customer touchpoint. DigiCX gives customers the
support they need by way of continual learning and improvement. This is combined with a
blend of automated issue resolution and integrated human assistance at key ‗moments of
truth‘.
Positioning
Making an Impact in the Market
In order to successfully position this suite in the in the market, HGS has addressed two
fundamental questions:
1. What is the client really trying to accomplish?
2. What is DigiCX all about and how can it revolutionize interactions?
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 6 “We Accelerate Growth”
DigiCX is a suite of services and foundational pieces that can be deployed in a very short
period of time; typically 60-90 days without taking on a large IT project or modifying
existing infrastructure. It offers the possibilities for the deployment of new business
models and improved scores for
Customer Effort (CE), Net Promoter
Score (NPS) and Voice of the
Customer (VOC).
HGS’ Unified Customer
Experience Strategy
Frost & Sullivan believes that HGS
has articulated a clear unified
customer experience strategy to the
market as noted in Figure 1.0 below.
Figure 1.0
Source: HGS
Design
The DigiCX deployment begins with traditional engagement (voice, email and back office)
and then through comprehensive analysis of interaction drivers, increases the automation
adoption with FAQs, virtual assistants, analytics and learning.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 7 “We Accelerate Growth”
Features and Functionality
Frost & Sullivan notes that DigiCX has several sub-functions within this single solutions set
or ‗container‘. Each one has a unique enablement feature:
Digital NATURAL ASSIST
Analytics, Automation and Artificial Intelligence
DigiAMBASSADOR
Seamlessly pivot to agent support
DigiTEXT
IVR, website & 1-800#
DigiINSIGHT
Learning, innovating & incubating
DigiBOT
Email, chat, text enabled with intelligent FAQs
DigiWEB
FAQs, videos, step-by-step guides
DigiCHAT
Website, messenger
DigiSOCIAL
Monitoring and Engaging
DigiCX is a cloud-based solution; capital and asset light. It can be designed, launched, and
managed as a custom portal or integrated with a client‘s existing customer support page or
website.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 8 “We Accelerate Growth”
Customer Service Experience
HGS is part of the multi-billion dollar Hinduja Group. For the fiscal year ending March 31,
2016, HGS had revenues of $507 million US. HGS operates on a global scale with 40,000+
employees in 69 worldwide locations. 92% of all HGS‘ day to day activities relate to
consumer interactions. HGS is a publicly listed company controlled by a $24B conglomerate.
HGS is financially sound with a strong balance sheet, and committed to a long-term
ownership and leadership structure.
HGS solutions represent a combination of voice and digital channels that provide a complete
set of customer engagement services including purchase support, query management,
complaint management, and technical troubleshooting. Optimizing the customer experience
helps its clients to be more competitive by:
Growing revenue and profitability
Improving Net Promoter Scores (NPS) and brand loyalty
Becoming easier to do business with in a digital world
Reducing cost to acquire and support customers
Brand Equity
Long-term Client Relationships
HGS has a history of growing long-term customer relationships based upon delivering
added client value. 72% of its clients have been with HGS for more than 10 years.
Hinduja has more than four decades of experience working with some of the world‘s most
recognized brands. 52% of HGS‘s revenue is delivered in 21 local delivery centers in North
America and 7 in Europe and over 60% of its revenue is delivered domestically.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 9 “We Accelerate Growth”
Conclusion
The principal competitive challenge in the contact center outsourcing market revolves
around the need for flexibility and speed in implementing customized client solutions.
Market dynamics and recent technical innovations bring new advances, functionality,
complexity and challenges to daily contact center operations.
HGS has added another new dimension of innovation, quality and customer value
enhancement to its hefty portfolio of services. Frost and Sullivan‘s believes that Hinduja has
woven a culture of continuous innovation throughout the entire fabric of its global
organization.
Based on these considerations, Frost & Sullivan is proud to present the 2016 North
America New Product Innovation Award in Contact Center Outsourcing, to HGS for its new
DigiCX solution.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 10 “We Accelerate Growth”
Significance of New Product Innovation
Ultimately, growth in any organization depends upon continually introducing new products
to the market, and successfully commercializing those products. For these dual goals to
occur, a company must be best-in-class in three key areas: understanding demand,
nurturing the brand, and differentiating from the competition.
Understanding New Product Innovation
Innovation is about finding a productive outlet for creativity—for consistently translating
ideas into high quality products that have a profound impact on the customer.
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 11 “We Accelerate Growth”
Key Benchmarking Criteria
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluated
two key factors— New Product Attributes and Customer Impact—according to the criteria
identified below.
New Product Attributes
Criterion 1: Match to Needs
Criterion 2: Reliability
Criterion 3: Quality
Criterion 4: Positioning
Criterion 5: Design
Customer Impact
Criterion 1: Price/Performance Value
Criterion 2: Customer Purchase Experience
Criterion 3: Customer Ownership Experience
Criterion 4: Customer Service Experience
Criterion 5: Brand Equity
Best Practice Award Analysis for HGS (Hinduja Global
Solutions)
Decision Support Scorecard
To support its evaluation of best practices across multiple business performance
categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool
allows our research and consulting teams to objectively analyze performance, according to
the key benchmarking criteria listed in the previous section, and to assign ratings on that
basis. The tool follows a 10-point scale that allows for nuances in performance evaluation;
ratings guidelines are illustrated below.
RATINGS GUIDELINES
The Decision Support Scorecard is organized by New Product Attributes and Customer
Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions
for each criteria are provided beneath the scorecard). The research team confirms the
veracity of this weighted scorecard through sensitivity analysis, which confirms that small
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 12 “We Accelerate Growth”
changes to the ratings for a specific criterion do not lead to a significant change in the
overall relative rankings of the companies.
The results of this analysis are shown below. To remain unbiased and to protect the
interests of all organizations reviewed, we have chosen to refer to the other key players
as Competitor 2 and Competitor 3.
DECISION SUPPORT SCORECARD FOR NEW PRODUCT INNOVATION AWARD
Measurement of 1–10 (1 = poor; 10 = excellent)
New Product Innovation
New Product
Attributes
Customer
Impact Average Rating
HGS (Hinduja Global Solutions) 9.0 8 8.50
Competitor 2 8.0 8 8.00
Competitor 3 7.5 8 7.75
New Product Attributes
Criterion 1: Match to Needs
Requirement: Customer needs directly influence and inspire the product‘s design and
positioning
Criterion 2: Reliability
Requirement: The product consistently meets or exceeds customer expectations for
consistent performance during its entire life cycle
Criterion 3: Quality
Requirement: Product offers best-in-class quality, with a full complement of features and
functionality
Criterion 4: Positioning
Requirement: The product serves a unique, unmet need that competitors cannot easily
replicate
Criterion 5: Design
Requirement: The product features an innovative design, enhancing both visual appeal
and ease of use
Customer Impact
Criterion 1: Price/Performance Value
Requirement: Products or services offer the best value for the price, compared to similar
offerings in the market
Criterion 2: Customer Purchase Experience
Requirement: Customers feel like they are buying the most optimal solution that
addresses both their unique needs and their unique constraints
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 13 “We Accelerate Growth”
Criterion 3: Customer Ownership Experience
Requirement: Customers are proud to own the company‘s product or service, and have a
positive experience throughout the life of the product or service
Criterion 4: Customer Service Experience
Requirement: Customer service is accessible, fast, stress-free, and of high quality
Criterion 5: Brand Equity
Requirement: Customers have a positive view of the brand and exhibit high brand loyalty
The Intersection between 360-Degree Research and Best
Practices Awards
Research Methodology
Frost & Sullivan‘s 360-degree research
methodology represents the analytical rigor
of our research process. It offers a 360-
degree-view of industry challenges, trends,
and issues by integrating all 7 of Frost &
Sullivan's research methodologies. Too
often, companies make important growth
decisions based on a narrow understanding
of their environment, leading to errors of
both omission and commission. Successful
growth strategies are founded on a thorough
understanding of market, technical,
economic, financial, customer, best
practices, and demographic analyses. The
integration of these research disciplines into
the 360-degree research methodology
provides an evaluation platform for
benchmarking industry players and for identifying those performing at best-in-class levels.
360-DEGREE RESEARCH: SEEING ORDER IN
THE CHAOS
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 14 “We Accelerate Growth”
Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices
Frost & Sullivan Awards follow a 10-step process to evaluate award candidates and assess
their fit with select best practice criteria. The reputation and integrity of the Awards are
based on close adherence to this process.
STEP OBJECTIVE KEY ACTIVITIES OUTPUT
1 Monitor, target, and screen
Identify award recipient candidates from around the globe
Conduct in-depth industry research
Identify emerging sectors Scan multiple geographies
Pipeline of candidates who potentially meet all best-practice criteria
2 Perform 360-degree research
Perform comprehensive, 360-degree research on all candidates in the pipeline
Interview thought leaders and industry practitioners
Assess candidates‘ fit with best-practice criteria
Rank all candidates
Matrix positioning all candidates‘ performance relative to one another
3
Invite thought leadership in best practices
Perform in-depth examination of all candidates
Confirm best-practice criteria Examine eligibility of all
candidates Identify any information gaps
Detailed profiles of all ranked candidates
4
Initiate research director review
Conduct an unbiased evaluation of all candidate profiles
Brainstorm ranking options Invite multiple perspectives
on candidates‘ performance Update candidate profiles
Final prioritization of all eligible candidates and companion best-practice positioning paper
5
Assemble panel of industry experts
Present findings to an expert panel of industry thought leaders
Share findings Strengthen cases for
candidate eligibility Prioritize candidates
Refined list of prioritized award candidates
6
Conduct global industry review
Build consensus on award candidates‘ eligibility
Hold global team meeting to review all candidates
Pressure-test fit with criteria Confirm inclusion of all
eligible candidates
Final list of eligible award candidates, representing success stories worldwide
7 Perform quality check
Develop official award consideration materials
Perform final performance benchmarking activities
Write nominations Perform quality review
High-quality, accurate, and creative presentation of nominees‘ successes
8
Reconnect with panel of industry experts
Finalize the selection of the best-practice award recipient
Review analysis with panel Build consensus Select winner
Decision on which company performs best against all best-practice criteria
9 Communicate recognition
Inform award recipient of award recognition
Present award to the CEO Inspire the organization for
continued success Celebrate the recipient‘s
performance
Announcement of award and plan for how recipient can use the award to enhance the brand
10 Take strategic action
Upon licensing, company may share award news with stakeholders and customers
Coordinate media outreach Design a marketing plan Assess award‘s role in future
strategic planning
Widespread awareness of recipient‘s award status among investors, media personnel, and employees
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 15 “We Accelerate Growth”
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth
and achieve best in class positions in growth, innovation and leadership. The company's
Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined
research and best practice models to drive the generation, evaluation and implementation
of powerful growth strategies. Frost & Sullivan leverages almost 50 years of experience in
partnering with Global 1000 companies, emerging businesses and the investment
community from 31 offices on six continents. To join our Growth Partnership, please visit
http://www.frost.com.