The document summarizes a survey of 134 organizations on how customer service will change between now and tomorrow. It finds that while voice remains the most commonly offered channel currently, mobile will become the new gateway to customer service. Organizations plan to converge existing channels, increase personalization and self-service, and adopt new channels like social media, web chat, and visual IVR in the next 12 months to improve the customer experience, though implementation costs, skills shortages, and limited budgets pose challenges.

1. How will customer
service change
between now
and tomorrow?
Of all communication channels
on offer by organizations, voice
remains the most commonly offered:
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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%