For more information, please visit: http://bit.ly/264wKcB 82% of senior executives in Asia expect on-demand customer service to be available in their industry in the next three years. Is the "Uberisation" of customer service coming to Asia?

1. Request a copy of the full research from marketing.apac@genesys.com
to understand how companies are preparing for on-demand customer service
On-demand customer
service will separate
successful firms from
failing ones(66%)
How are you preparing for the transition?
Benefits beyond cost reduction
Expected benefits of on-demand customer service
Eager buyers, reluctant sellers
Barriers to adoption
Leading barriers to adoption of
on-demand customer service
Max Loosen,
founder and CEO
of Sendhelper
Lackofskillsamongstaff
Lackofon-demandproductsorservices(buyers)
Complianceconcerns(buyers)
Managingengagementwiththecustomer
Qualitymanagementofon-demandserviceproviders
27%
25% 25%
24%
23%
Many telecom operators know
thatthey have to transform their
customer service and need new ideas
where they can be more efficient
Christian Viatte,
CEO of Mila
On-demand is key
for success:
Buyers
58%
Buyers
66%
Sellers
35%
Sellers
44%
New market entrants
are definitely where disruptive
innovations come from an
overwhelming majority of time.
Start-ups are used
to taking risks.
Improved
customer satisfaction
43%
Better
competitive
positioning
27%
Improved
customer retention
32%
Reduced
operating costs
23%
Better suited to
millennials
64% It’s not just about cost saving.
Everybody wants to differentiate
with customer service. What you gain
[from an on-demand model] is a
better customer experience maybe at
the same cost or, in some cases,
a lower one.
Next steps for
on-demand leaders
Embrace disruption
On-demand customer service can bring
a better customer experience with cost
savings—the products aren’t available
yet, but be ready when they are
Train people
An on-demand customer service
model will require a change in processes
and technologies—staff will need to
be trained to manage these changes
Improve technology
Investment in new cutting edge
technologies such as big data and
AI will be needed to transition to
an on-demand model
Customer service is ripe
for disruption:
Benefits of on-demand
outweigh the pain of change:
Buyers
67%
Buyers
68%
Sellers
35%
Sellers
45%
We are monitoring
the competition:
82%expect on demand customer service to
be available in their industry in the next 3 years
80%of customer service buyers would invest
in on-demand customer service