Latest News  

TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

2017-09-08 07:20:02





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe

Inside this issue, you'll discover:

According to Gartner, IDC and McKinsey, in 2014, companies spent 90% of their budget for global technology and business services on traditional technologies and 10% on NewGen (or digital) technologies, including digital automation, analytics, social media, mobile, big data and the cloud.

Analysts estimate that by 2025 companies will spend over USD $4 trillion on technology and business services, with 60% driven by NewGen technologies.

This means that the majority of every dollar spent will be allocated to digital technology; not computers, not network equipment, but digital tech.

What does this mean for companies and their relationship with customers?


The modern Millennial consumer expects an omnichannel level of service with the ability to interact with your brand via any support channel on any device, while receiving a personalized, effortless and consistent experience. They rely heavily on connected devices, especially smartphones, to make informed decisions while demanding top service.

As a result, customer experience is now the number one performance measure in boardrooms, according to Dimension Data's 2015 Global Contact Center Benchmarking Report which analyzed 3,000 companies worldwide.

That doesn't mean, of course, that boards suddenly care less about maximizing profits or minimizing costs, but they've realized customer experience is the key that unlocks both.

To respond to the evolving consumer expectations and omnichannel requirements, enterprises must reshape themselves internally and externally to account for digital technology and human capital requirements.

Digital technologies:


To implement an omnichannel customer service offering, you must have the right tools in place to best serve your customers across their journey. NewGen technology can help, but to be properly managed you need the right people and a good strategy around it.

Human capital:


These new roles have been added in the hopes of delivering a better customer experience.

Companies looking to integrate digital technologies need to reconsider roles and add new skills in order to achieve the highest ROI. Online content strategist, search engine optimization lead, community manager, UX architect and machine learning specialist, are only a few examples of the recruitment posts seen online today that did not exist a few years ago— all of which aim to improve the customer experience.

All departments – from marketing to finance – must also be reskilled, and brands may need to reorganize and reshape their recruitment processes and learning and development programs to better align with the NewGen technologies.

But should marketing or customer service take the lead?


As a leading BPO provider to some of the world's top brands, we see customer experience a continuum, not a single event. The customer journey is constantly evolving as they interact with a company; before the sale, at the point of sale, with post-sale service and beyond. With so many touchpoints, neither marketing nor customer service can own it – it needs to be a joint effort.

The convergence of customer service, marketing and digital technologies is a proven strategy to deliver an amazing customer experience.

We have noticed that our customers see several benefits when choosing to go in this direction:
– Greater insights on customer behavior
– Improved online customer support 
– New products promotion
– Transformation, innovation and well driven investments.

There are several possibilities when it comes to its implementation. You can always consider building capabilities in-house, or buying a company to gain the missing skills. But for many, identifying an outsourcing partner is often the most efficient approach.

To conclude, an outstanding customer experience is the differentiator in today's market. Companies must redesign their internal organization to welcome NewGen technologies as a part of their growth strategy. While there is no one-size-fits-all approach, a strong outsourcing partner can help your organization transform their service offering.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


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
Berg Software Romania: Reasons to outsource your software services to Romania in 2019

According to an opinion published by Berg Software, a company that specializes in technology consulting, software development and nearshoring/ offshoring, for both SMEs and large enterprises, with offices in Ti

 Read Full article »
Arvato CRM Solutions rebranded under the name Majorel

Bertelsmann and Saham's customer experience business, "Majorel" has been recently launched, according to a press release of the company.

 Read Full article »
Banca Transilvania launches BT Open Banking platform dedicated to fintech companies

Fintech companies and start-ups in IT can test the new BT Open Banking platform (BT Api Store), launched by Banca Transilvania, for online integration with banking services such as: display of online balances,

 Read Full article »
Techcelerator and Google Developers Launchpad sign a partnership for growing startups in Romania

Techcelerator, the acceleration program in Bucharest and Cluj and one of the relevant catalysts of the local tech ecosystem's growth and development, announced a partnership signed with Google Developers Launch

 Read Full article »
Bogdan Pelinescu, president of ABSL: At least 6.000 people to be enrolled in outsourcing industry in 2019 in Romania

Around 6.000 professionals are estimated to be hired in the outsourcing sector in Romania this year, according to a study conducted by Romanian Business Service Leaders Association (ABSL) and consultancy compan

 Read Full article »
Tremend expands its expertise in the financial area, through a new unit coordinated by Stefan Patra

Tremend, one of the fastest growing Romanian software companies, enriches its team of professionals. Stefan Patra joins the team as Vice President of the newly established unit of Financial Services and will co

 Read Full article »
Infosys officially opens new digital innovation center in Romania

Infosys a global leader in next-generation digital services and consulting, announced this week it will be opening a new Digital Innovation Center in Bucharest, Romania at an event attended by local government

 Read Full article »
Atos supports the OneWeb Constellation Program primed by Airbus OneWeb Satellites

A new era of mass producing satellites was achieved when Atos supported OneWeb in the successful launch of six satellites on February 27th. Atos' contributions included providing all of the Assembly, Integratio

 Read Full article »
Romanian Startup Barometer by EY Romania: Half of entrepreneurs says fiscal and regulatory environment deteriorated in 2018

Mentality and fear of failure rank first in the top barrier for those who want to start and develop a business in Romania, according to the Romanian Startup Barometer by EY Romania, Impact Hub Bucharest and Sta

 Read Full article »
Tower 3 of Globalworth Campus is now under construction

After delivering the first two office buildings within Globalworth Campus complex, the company announced it started the construction of Tower 3, with a total leasable area of 35,000 sqm.

 Read Full article »
 
 
 
MOST READ ARTICLES
» Molson Coors started to grow its busin...
» TELUS International Europe: Three ways...
» Deloitte's Tech Trends 2019 report: B...
» Capgemini: Investing in people is the ...
» Committed to growth
» The Outsourcing industry announces its...
» Romania ranks above EU average in gend...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Engagement and inclusion through direc...
» KPMG study: Big data needs a big re-th...
 
EDITOR CHOICE
The voting procedure for the BRAND OF THE YEAR 2019 IN ROMANIAN BUSINESS SERVICES is open!

This is the fifth edition of the event and the second year to select the public's favorite brand in the business services BPO, ITO and SSC in Romania.

 Read Full article »
Romania ranks above EU average in gender employment gap

In Romania, the employment rate measures the number of people who have a job as a percentage of the working age population. This page provides - Romania Employment Rate- actual values, historical data, forecast

 Read Full article »
Steven Hunt, SAP SuccessFactors: Tectonic movements in the world of work

The world of work will be shaped by five tectonic movements – or global megatrends – over the next few years. As you may guess from the geological analogy, the effects could be dramatic.

 Read Full article »
EY: European companies are divesting to future-proof growth

According to the EY Global Corporate Divestment Study, 84 per cent of European companies surveyed intending to divest within the next two years (the majority planning to do so in the coming 12 months), executiv

 Read Full article »
Knowledge-sharing presentation on latest trends the industry deals, in the program of Romanian Business Services Forum and Awards

Part of the upcoming joint half-day event, Romanian Business Services Forum and Awards to be held at JW Marriott Hotel on May 7th, the discussion agenda comprises a complex Knowledge-sharing presentation on lat

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