Latest News  

Four disruptive trends that will reshape customer service

This article is from the premier issue of Customers First magazine – sharing global insights on customer strategy and innovation

2016-05-22 22:18:55 - by Telus International

Once viewed as a last resort for frustrated customers, the contact center is now a central hub for sustaining a company's brand experience. For that to remain true, contact centers must stay relevant, and able to respond to changing customer needs. In the coming years, contact centers will be put to the test facing several, potentially disruptive, trends that will impact customer support in a big way.

Internet of Things (IoT)


It's been said that IoT will give us the most disruption and opportunity over the next five years, but what exactly is it? IoT revolves around machine-to-machine communications using cloud computing and data gathering sensors (or in layman terms, it means embedding technology into products to make them "smart"). Common applications of IoT include smartwatches, fitness trackers, smart cars and smart appliances.

So why pay attention? According to Gartner, IoT devices will encompass over 6.4 billion connected objects in 2016, a 30% rise over 2015. Likewise, Intel states there will be roughly 26 smart objects per human by 2020.

IoT will have huge implications for the contact center operationally, technically and even culturally in the years to come. Centers will manage more real-time customer data, enabling proactive support and better insight into consumer preferences. With more data comes greater scrutiny around privacy and security, and IoT may also increase the need for omnichannel service, tiered support levels, and so on.

Whether consumers have heard of IoT or not, they will experience it more and more in their daily lives. For the contact center, it will be about managing all of this new connectivity without adding customer service complexity.

Wearables


Yes, wearables technically falls under IoT, but we think it deserves a special shout out. Often defined as technology devices worn by consumers to track biometric activity (Fitbit anyone?), it's quickly broadening into additional categories. Wearables will connect numerous verticals and their products from high-tech gadgets and virtual reality devices, to luxury fashion and healthcare companies.

For example, imagine devices like Ralph Lauren's PoloTech Shirt, Nike+ and Fitbit – all working together and sharing data to provide the wearer with a complete view of their athletic performance. This data could then be shared further with health care providers and/or insurance companies.

For the call center, this means having agents that no longer serve just one product but rather, the entire product ecosystem including, potentially, competitor products. Some contact centers will view this as an operational headache, while others will see it as an opportunity for differentiation.

Financial Technology (aka Fintech)


Fintech is a term often used to describe financial technology startups (although some have grown past the experimental phase and into the mainstream).

While some label fintech companies as disruptive (even revolutionary) as they threaten traditional banking, many see them as filling a gap for the services that big banks simply don't offer. Others see them as changing finance for the better, putting more focus on the customer, helping address previously underserved consumers (including Millennials), and forcing incumbents to examine their own costs and quality of service.

So what's the impact on call centers? When it comes to banking and finance, there are going to be entirely new ways of doing business with new players, new customer groups, and new expectations. Both incumbents and upstarts are going to have to ensure robust customer support practices are in place as consumers start to gain more power and control when it comes to their financial services options.

Sharing Economy


Airbnb is less than eight years old, yet it has already drastically changed the way people travel. Likewise, Lyft and Uber have forced taxi companies to offer their own mobile apps. While traditional business models change in response to new sharing economy entrants, customer service expectations will change as well.

Why? The sharing economy requires close cooperation and authentic experiences between people on each side of the transaction. While it's not clear how "disruptive" the sharing economy will be for contact centers, it is clear that it will change the way people consume and deliver services. In the end, good customer service will be a shared responsibility based on more emotional, personal connections. Figuring out how to adopt sharing economy principles in the contact center could be a differentiator in the years ahead.

Both incumbents and upstarts are going to have to ensure robust customer support practices are in place as consumers start to gain more power and control when it comes to their financial services options.

Related articles and research:
- TELUS International Europe
- TELUS International


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Recruitment, retention and professional development of employees in the context of major changes in outsourcing

The Business Service Leaders Association (ABSL) organizes on May 24, 2018, at Ramada Hotel in Iasi, the conference "How HR Practices evolve in a period of major changes in outsourcing Industry". The third editi

 Read Full article »
Comdata acquires CCA International, deal should be finalized in June

After the acquisition, mid-2017, and the successful integration of B2S (now Comdata France), the Comdata group signed, yesterday, an agreement on the acquisition of CCA International, the company says.

 Read Full article »
ABSL Romania is offering 30 scholarships every year for postgraduate studies

Business Service Leaders Association Romania (ABSL) annually offers 30 scholarships in the Business Services Master program for young people wishing to pursue a career in the outsourcing industry. As a result o

 Read Full article »
Portland Trust and Ares Management LP have sold the suburban office park, Oregon Park, to Lion's Head Investments

Lion's Head Investments makes its first steps into the Romanian real-estate market and announces the acquisition of Portland Trust's and Ares Management's Oregon Park project, which consists of three class A Of

 Read Full article »
Amazon creates more than 650 new permanent jobs in Bucharest

Amazon and Amazon Web Services (AWS) today officially opened a new Corporate Office and Technology Development Centre in Bucharest and announced the creation of more than 650 permanent, technology-focused and c

 Read Full article »
Portland Trust's Oregon Park in Bucharest wins CEEQA's "Overall Building of the Year SEE"

Portland Trust, a commercial real estate developer and asset manager headquartered in Prague, announcesd that Building B at its Oregon Park office complex in the Romanian capital of Bucharest won the 2018 CEEQA

 Read Full article »
US Kellogg's opens new division at Bucharest

The US-based multinational food producer company, Kellogg's announced that it will create 50 jobs at its Bucharest centre by the end of 2018, by opening a new division at the Bucharest centre. The new positions

 Read Full article »
Techsylvania 2018 lines up powerful tech specialists at Cluj-Napoca between June 9-12

Techsylvania is the leading technology event in Eastern Europe, built to revitalize the local tech community through high-quality information delivered by worldwide experts in the IT&C industry. Engineers, deve

 Read Full article »
Accenture names Gianrodolfo Tonielli in the position of Country Managing Director in Romania

Starting May 2018, Gianrodolfo Tonielli takes over the position Country Managing Director of Accenture Romania, the company announced.

 Read Full article »
Atos and Google Cloud form a global partnership to deliver secure hybrid Cloud, machine learning and collaboration solutions to the enterprise

Atos, a global leader in digital transformation, has entered into a global agreement with Google Cloud to address the digital transformation needs of enterprise customers. This agreement will see the creation o

 Read Full article »
 
 
MOST READ ARTICLES
» The most appreciated companies from th...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» DTZ: Office demand outside Bucharest t...
» Capgemini to open new office at Suceav...
» Molson Coors started to grow its busin...
» Romania, Europe's third and world's 13...
» Committed to growth
» Romanian software group expands to Bul...
» EXCLUSIVE: ABSL Timisoara - BPO and SS...
» Genpact's COO: Staying ahead of the cu...
 
EDITOR CHOICE
We meet again at OT Learning & Development on June 7th

The Second Edition of OT Learning & Development roundtable will be held on June 7, 2018 at InterContinental Hotel Bucharest. The event brings together the business services professionals to discuss and discover

 Read Full article »
The Outsourcing industry announces its winners at Romanian Outsourcing and Shared Services Awards, 2018 edition

Last night, Outsourcing Today and the Diplomat-Bucharest awarded the performance and excellence in business at the 4th edition of Romanian Outsourcing and Shared Services Awards ceremony, organized at Radisson

 Read Full article »
Ciprian Dan, Wipro BPS: The industry needs to take a more sophisticated turn

According to Ciprian Dan, Location Head at Wipro BPS, the language skills have not ceased to remain one of the competitive advantages for our market but to relate to this advantage as the sole plus is risky on

 Read Full article »
Olga Botusan, Stefanini: There is a huge need to develop particular skills for specific areas

Stefanini is a company strongly involved in the business shared industry not only for creating the demand for workforce and hiring but also for the programs developed in order to specialize the needed professio

 Read Full article »
Romanian Outsourcing & Shared Services Summit: In the search of the best strategy to stay relevant

Currently, according to companies operating in outsourcing and business shared services in Romania, there is an intense discussion regarding the availability of prepared workforce in the industry. Even if the c

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events