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
CrowdStrike opens a new center of innovation in Bucharest

CrowdStrike Inc., the leader in cloud-delivered endpoint protection, announced the official opening of its new Center of Innovation in the Pipera Technology District, Bucharest, Romania.

 Read Full article »
Romania leads in top of countries with highest number of cybersecurity incidents

Romania is leader in the top of jurisdictions recording the highest number of cybersecurity incidents with 14 attacks, followed by the Czech republic (11) and Hungary (8), according to the study "The Cybersecur

 Read Full article »
Oracle and KPMG study shows data security as priority for business leaders

In August 2018, Oracle applied a questionnaire with a number of questions about transformation technologies to a total of 4,000 respondents in 21 markets. Respondents were top managers in the following markets:

 Read Full article »
Colt Technology Services expands fibre network in four CEE cities

UK-headquartered Colt Technology Services said that it is expanding its IQ fibre network in Bucharest, Zagreb, Belgrade and Sofia as part of its plan for expansion in Central and Eastern Europe (CEE).

 Read Full article »
SAP Romania brings the cloud procurement solution SAP Ariba on local market

SAP Romania, the local subsidiary of the world's largest business software maker, has launched the SAP Ariba Snap program for the domestic market to support the digitization of specific procurement activities.

 Read Full article »
The software industry's input in Romanian economy was 5.4 billion Euro in 2018

According to the latest analysis of KeysFin, 17,000 companies operating in the Romanian software industry generate EUR 5.4 billion in turnover and employ 106,000 people generates 5.4 billion Euro in 2018 in Rom

 Read Full article »
Atos launches construction of global R&D Lab to drive innovation in Quantum Computing

Atos, global leader in digital transformation, officially launches the start of the construction of its new global Research & Development Lab dedicated to research in quantum computing.

 Read Full article »
Softelligence launches its own Academy to form specialists in insurance and banking

Specialized in business software development, Romanian company Softelligence announced it plans to increase its team by 50 per cent in the next two years, by hiring 100 to 150 new colleagues, the company announ

 Read Full article »
Romanian IT group Bittnet issued new bonds were traded on BSE

A new series of corporate bonds issued by Romanian IT group Bittnet Systems was admitted to trading on the main market of the Bucharest Stock Exchange (BVB).

 Read Full article »
Deloitte report: Two billion youth risk of being left behind in the Fourth Industrial Revolution workforce

Almost two billion youth worldwide risk of being left behind in the Fourth Industrial Revolution (Industry 4.0) workforce, which is changing at an increasingly rapid pace as a result of the emerging technologie

 Read Full article »
 
 
MOST READ ARTICLES
» Endava expands its IT team in Republic...
» The most appreciated companies from th...
» Workplaces, keeping up with the times
» CrowdStrike opens a new center of inno...
» Softelligence launches its own Academy...
» Oracle and KPMG study shows data secur...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Romania leads in top of countries with...
» Atos and Transilvania University launc...
» Oracle goes to Oregon Park, the buildi...
 
EDITOR CHOICE
How Tech-ready are companies?

Technology has made it easier and faster than ever to prepare, anticipate, implement, and get the job done for everyone, from the simple technology home user to all levels and departments of a corporation. Howe

 Read Full article »
Workplaces, keeping up with the times

For a company, being people-centric is a way of doing business and engaging employees in the company's operations and strategies in a way that provides a positive employment experience before and after the sell

 Read Full article »
Creating a valuable customer experience driven by core values of a company

As HR becomes more and more integrated within the company's long-term strategic business strategies, the digitalization and high-technologies impacting the processes also have to be mirrored at the level of HR

 Read Full article »
Ergonomics in practice - 5 tips for better health at work

Ergonomics is so much more than standing up during the day and sitting correctly. There are so many factors in our environment which also have an effect on our health, and influence our wellbeing at work. The

 Read Full article »
Technology, Mobility and Wellness make for the perfect workplace

The technology binge is pushing ahead the communities, businesses and all aspects related to work and workplaces in such a fast manner that we haven't noticed since the very booming of the office market. And as

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