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Prosodie-Capgemini / Ready2series infographics on how will customer service change 20140402
- 1. How will customer
service change
between now
and tomorrow?
Of all communication channels
on offer by organizations, voice
remains the most commonly offered:
For more information visit: www.capgemini.com/odigo
Notes on the survey:
134 organizations were surveyed in October 2013 as part of the Prosodie Rencontres.
Breakdown by sector: Banking 28%, manufacturing and services 23%, consumer products & retail 17%,
insurance 14%, public sector 10%, telco & media 4%, others 4%.
Breakdown by role type: Head of customer service 46%, head of marketing 13%, head of sales 10%,
CIO 9%, other 22%.
The information contained in this document is proprietary. ©2014 Capgemini. All rights reserved.
Today
Tomorrow
MAIN drivers for CHANGE
MAIN hurdles to IMPROVING customer service
complexity
of technology
skills
shortages
limited
budgets
difficulty defining
a strategy
38%
45%
52%
53%
What are they changing?
57%
of those surveyed cited
implementation costs and timescales
MOBILE is the new gateway to customer service
email
77%
70%
converging
between
existing channels
65%
greater
personalization
56%
adding new
channels
43%
increasing
self-service
New channels
that organizations
are adopting in the
next 12 months
telephony
92%
social media
37%
web chat
23%
78%
said customer experience was
their main development area
web call back
29%
visual IVR33%
email
social media
37%
41%
webchat
44%