Hyper Connected World:
Balancing Customer Experience and
Profitability
Andrew Milroy
© 2012 Frost & Sullivan. All rights r...
Today’s Presenter
Andrew Milroy, Vice President, ICT
Frost & Sullivan
Follow me on:
@andy1994
2
Andrew Milroy is responsib...
Focus Points
The Nexus of Cloud, Big Data, Mobility and Social and its
Impact on Cloud Computing
Mobility and Contact Cent...
Poll Question 1
Which of the following technologies do you believe is having the most
profound impact on customer service ...
Nexus of Cloud Computing, Mobility, Social and Analytics
Mobility
Cloud technologies
People are communicating
using a vari...
Poll Question 2
Which channel do you use most commonly to engage your customers?
• Web site/Email
• SMS/Chat/IM
• Apps
6
•...
APAC Mobile Subscriber Base
3.8 bn
Asia Pacific Mobile Subscriber Base, 2005 & 2013(e)
7
2005 2013
0.89 bn
Source: Frost &...
Global Trends
Netbook
Tablets (120)
~ 370mn
~ 680mn Asia Pacific Trends
Netbook
Tablets
~ 210mn
~ 135mn
Mobile Devices Sur...
Social
Location
Applification: Self-Service on Steroids
Applification
Requirementstomeetthevariouspersonal,businessandsoci...
Poll Question 3
From a customer engagement perspective, for what do you use social
media?
• Advertising
• Sales
• Sentimen...
Social Media is a Key Part of Customer Experience
Not only a service
channel but also a
sales channel
11
Customers are sha...
Social media in APAC
Over 25 percent of total Facebook users today reside in APAC.
APAC is home to countries with some of ...
Leading Customer Engagement Challenges
Lack of cross organizational support
Poor integration across channels
Application s...
Growing Impact of Big Data
sharing more
Information
Insights
seeking personalized
interaction
Expectations
• Objectives & ...
Analytics from a Customer Engagement Perspective
Customer Insight
• Customers like Intelligent Interactions
• Customers ar...
Cloud Adoption in the Contact Center
• More than 30 service providers offering
hosted contact center services in APAC
• Ov...
Investment Trends: Hosted Contact Center Seats
Key Takeaway: Seat growth is fueled by adoption across verticals and horizo...
Investment Trends: Contact Center Applications
500
600
700
800
900
1,000
Revenue($Mil)
Performance
Optimization
Self-servi...
Key Takeaways
• From customer service to customer experience management
• Integration of voice, social, mobility, cloud an...
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
Analysi...
Next Steps
Develop Your Visionary and Innovative Skills
Growth Partnership Service Share your growth thought leadership an...
Your Feedback is Important to Us
Growth Forecasts?
Competitive Structure?
What would you like to see from Frost & Sullivan...
Follow Frost & Sullivan on Facebook, LinkedIn,
SlideShare, and Twitter
http://www.facebook.com/FrostandSullivan
http://www...
For Additional Information
Carrie Low
Corporate Communications
Asia Pacific
(60) 3 6204 5910
carrie.low@frost.com
Krishna ...
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Hyper Connected World: Balancing Customer Experience and Profitability

  1. 1. 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
  2. 2. 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.
  3. 3. 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
  4. 4. 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.
  5. 5. 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
  6. 6. 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.
  7. 7. 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.
  8. 8. Global Trends Netbook Tablets (120) ~ 370mn ~ 680mn Asia Pacific Trends Netbook Tablets ~ 210mn ~ 135mn Mobile Devices Surpass PCs 8 Desktop Smartphones (560) 2012 Desktop Netbook Smartphones 2012 Source: Frost & Sullivan analysis.
  9. 9. Social Location Applification: Self-Service on Steroids Applification Requirementstomeetthevariouspersonal,businessandsocial Contextual Data: • Who • What • Where • Device • Etc… Callback Request, Click-to-Call, Chat Contextual Data 9 Mobile Interactive Local Applification Requirementstomeetthevariouspersonal,businessandsocial needsofindividuals. Agent Screen Pop Contextual Data
  10. 10. 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.
  11. 11. 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.
  12. 12. 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
  13. 13. Leading Customer Engagement Challenges Lack of cross organizational support Poor integration across channels Application silos 13 Poor understanding of data Cost concerns
  14. 14. Growing Impact of Big Data sharing more Information Insights seeking personalized interaction Expectations • Objectives & strategy • Performance metrics Engagement 14 Insights expect to be served wherever, whenever and however they choose to interact Interactions Customers Organization • People • Process • Technology Engagement Customer Interaction Analytics Performance Analytics
  15. 15. 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 the organization, not just a Profit center or Cost center.” 15 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.”
  16. 16. 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
  17. 17. Investment Trends: Hosted Contact Center Seats Key Takeaway: Seat growth is fueled by adoption across verticals and horizontals 15 20 25 300 400 GrowthRate(%) Seats(‘000s) 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 GrowthRate(%) Seats(‘000s)
  18. 18. Investment Trends: Contact Center Applications 500 600 700 800 900 1,000 Revenue($Mil) Performance Optimization Self-service CAGR (%) 10.7 8.8 CAGR (‘12-’16) : 8.0% 703.1 957.1 18 0 100 200 300 400 500 2012 2016 Revenue($Mil) Outbound Inbound Routing 2013 2014 2015 Performance Optimization = Quality Monitoring, Workforce Management Inbound Routing= ACD+CTI Self Service= IVR, Web Portal, Multimedia 8.8 6.5 5.9 Note: All figures are rounded; the base year is 2012. Source: Frost & Sullivan
  19. 19. 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?
  20. 20. Poll Question 4 Do you think most contact centre applications will be delivered from the cloud? •Yes •No 20
  21. 21. 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
  22. 22. Next Steps Develop Your Visionary and Innovative Skills Growth Partnership Service Share your growth thought leadership and ideas or join our GIL Global Community 22 Join our GIL Community Newsletter Keep abreast of innovative growth opportunities Phone: +603 – 6204 5800 Email: asiapacific@frost.com
  23. 23. Your Feedback is Important to Us Growth Forecasts? Competitive Structure? What would you like to see from Frost & Sullivan? 23 Emerging Trends? Strategic Recommendations? Other? Please inform us by “Rating” this presentation.
  24. 24. Follow Frost & Sullivan on Facebook, LinkedIn, SlideShare, and Twitter http://www.facebook.com/FrostandSullivan http://www.linkedin.com/companies/4506 24 http://twitter.com/frost_sullivan http://www.linkedin.com/companies/4506 http://www.slideshare.net/FrostandSullivan
  25. 25. For Additional Information Carrie Low Corporate Communications Asia Pacific (60) 3 6204 5910 carrie.low@frost.com Krishna Baidya Research Manager ICT Practice - Asia Pacific (65) 6890 0979 krishna.baidya@frost.com 25 Andrew Milroy Vice President ICT Practice - Asia Pacific (65) 6890 0972 andrew.milroy@frost.com Susan Prakasam Khan Strategic Account Manager ICT Practice - Asia Pacific (65) 6890 0250 susan.prakasam@frost.com
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