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
The most appreciated companies from the outsourcing industry, awarded at ABSL Gala 2018 Romania

The most appreciated companies in the outsourcing industry were awarded last night, at the ABSL Romania Awards Gala, a recent announcement of the company stated.

 Read Full article »
Cybersecurity Tech Accord: 34 leading companies sign pledge to fight cyberattacks to promise equal protection for customers worldwide

Companies across every layer of internet communication vow to defend against misuse of their technology; promise to protect all customers regardless of nationality, geography or attack motivation.

 Read Full article »
Accenture study finds 87 percent of focused cyberattacks are prevented

With ransomware and distributed denial of service (DDoS) attacks on the rise, the average number of focused cyberattacks per organization has more than doubled this year compared to the previous 12 months (232

 Read Full article »
Romanian software group expands to Bulgaria

Romanian group Global Technical Systems, which specializes in software development and providing technological solutions for building efficiency and security infrastructures, aims to double its turnover this ye

 Read Full article »
Vodafone Survey: Romanian youngsters would rather work for themselves, than for a company

Romania ranks first in terms of percentage of youngsters who would rather work for themselves/be an entrepreneur than for a company, with 51 percent expressing this preference, according to Vodafone survey.

 Read Full article »
Bucharest office market: Over 30 per cent of the demand came from the companies that moved from old buildings in modern projects

Companies have rented in the first quarter almost 70,000 square meters of office space in Bucharest, one third of the demand came from companies that formerly had its headquarters in old, small buildings or in

 Read Full article »
ABSL Romania: The Business Services sector has thousands of jobs available for young professionals

The Association of Business Service Leaders in Romania (ABSL) announces thousands of positions available for young professionals with little to entry-level experience in the business services sector. Accounting

 Read Full article »
Zitec rents 1,700 sqm at Vastint's Timpuri Noi Square

Vastint Romania has leased 1,700 sqm of office space to Zitec, in the mixed-use development project at Timpuri Noi Square in Bucharest, the developer recently announced.

 Read Full article »
Ness Digital Engineering reached 100 employees in Timişoara and 2,800 sqm in the UBC 2 building in the Openville mixed-use project

In March, Ness Digital Engineering reached a 2,800 sqm area in the United Business Center 2 (UBC 2) building located in the Openville Timişoara development, after taking over a new floor of the office building

 Read Full article »
Timpuri Noi Square awarded the highest LEED certification

Vastint Romania was awarded LEED Platinum certification for the first two office buildings of Timpuri Noi Square.

 Read Full article »
 
 
MOST READ ARTICLES
» Romanian software group expands to Bul...
» The most appreciated companies from th...
» Romania, Europe's third and world's 13...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» DTZ: Office demand outside Bucharest t...
» EXCLUSIVE: ABSL Timisoara - BPO and SS...
» BPO: the ideal breeding ground for BPI
» Large office space leases dominate the...
» Deloitte opens European Regional Deliv...
» Romanian Outsourcing & Shared Services...
 
EDITOR CHOICE
The voting for The Brand of the Year 2018 in Outsourcing and Shared Services is now open!

Outsourcing Today presents the fourth edition of the annual Romanian Outsourcing & Shared Services Awards, the event that recognizes, rewards and celebrates the success of the most prominent companies acting in

 Read Full article »
Romanian Outsourcing & Shared Services Summit: The very definition of millennials is change

Adapting to future workforce trends whilst balancing intelligent automation, digitalization, and millennial teams was one of the most discussed topic of the second session of the Fourth Edition of Romanian Outs

 Read Full article »
Stefanini invests in AI and reinforces Sophie's capabilities

Recently, Stefanini announced it is reinforcing its investments in Sophie, an artificial intelligence platform with the ability to turn data into valuable solutions. Fully developed within Stefanini's research

 Read Full article »
Romanian Outsourcing & Shared Services Summit: Diversity is value

The second session of the recently ended Romanian Outsourcing & Shared Services Summit highlighted topics on the future workforce trends such as digital transformation, automation, the repositioning of the impo

 Read Full article »
ROMANIAN OUTSOURCING & SHARED SERVICES SUMMIT, with Irina Sersun-Gürtler, Noerr: Bringing the employees on board

This March, the professionals, leaders and key voices in the outsourcing and business shared services industries joined for three rounds of lively knowledge exchange within the Fourth Edition of Romanian Outsou

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