managing cx in the era of digital transformation · 2020-04-17 · managing cx in the era of...
TRANSCRIPT
Managing CX in the Era of Digital Transformation
Audrey WilliamSenior Fellow and Head of Research, ANZ
October 2018
An Insight into the Future Trends Shaping
the Contact Centre Industry
Digital Transformation is becoming a tough discussion for organisations!
2
Time /Speed to Market
Artificial Intelligence /Machine Learning
Future of the Workplace /The Freelance Economy
Robots /Automation
Cloud-First and Mobile-First
Security
Regulation (GDPR, Australia’s Notifiable Data Breaches Act)
New Skills
Are we prepared for a Mobile-First and Cloud-First Economy?
33
• Dynamic Mobile Workforce
• Ecosystem around Mobility
• Cloud Innovation
• DevOps and Agile
• Accelerating New Thinking
• Machine Learning
Agile Collaborative Mobile+ +
Waves of Information – Connected Devices and Connectivity will lead to
Large Repositories of Data
44
Source: Frost and Sullivan
Connected
Devices By 2020
80 BILLION 5 BILLION
internet users
by 2020
500 DEVICES with unique
digital IDs per square
kilometer by 2020
100 ZB
Big Data By
2020
$100 BILLION
Embedded Embedded Computing Ecosystem
Market By 2020
$111 BILLION
Connected Home
Market By 2020
$228 BILLION
Connected Work
Market By 2020
$1.5 TRILLION
Smart Cities
Market By 2020
Improving CX has been rated as one of the major drivers for IT Investment
over the next 2 years
5
What are the top 3 drivers for it investment over the next two years? SELECT TOP 3 ANSWERS.
N=1934
Improve Sales and Marketing Effectiveness
Improve Customer Experience
Improving Digital Presence
Boost Creativity and Innovation
Reduce OperationalCosts
33%
Improve Collaboration
Expand to New Markets, to New Regions
AccelerateDecision Making
Attract and Retain Workforce
32% 30% 28% 26%
24% 23% 21% 19%
Exceptional CX is hard to deliver and requires a change in mindset
6
Replacing the Mailbox
Home Delivery (Inside your home)
Delivery Fleet
Product Returns
Dash Buttons
Innovative Service Delivery Strategy
Self-Service Model
Making it Easy for the Customer
#1 Strong shift towards cloud contact centre adoption in Australia
7
647.1 733.1
382.4
822.0
2016 2023
Hosted/Cloud*
On-premises
1.8%
11.6%
On-premise
Hosted/ Cloud
Market Forecast, Asia-Pacific
Emphasis on CX
Omnichannel
Cautious Spending
Move to Cloud
CX is the single most important factor
determining customers' primary choice.
Organisations increasingly view CX as a
key differentiator.
Hosted and as-a-service models starting
to take off
Heavy emphasis on omnichannel
customer interactions by both solution
vendors and organisations.
Leading on-premises vendors expanding
their hosted/cloud offerings both directly
and indirectly through channel partners.
CAGR (2016–2023F)
Note: All figures are rounded. The base year is 2016. Source: Frost & Sullivan
US$1.02 billion
US$1.55 billion
CC Market Observations
8
Australia is one of the most sophisticated cloud markets in the world
Enterprise spending
on cloud services in
Australia is forecast to
record a 23.5%
compound annual
growth rate (CAGR),
from US$2.68 billion in 2016 to US$9.49 billion by 2022.
2016 2022F
Cloud Services
Australia’s Cloud Services Market Size, 2016–2022F
US$2.68 billion
US$1.55 billion
9
#2 Innovation is increasing in the AI and NLP space
9
“With advancements in AI… we can now create
new voices in just a few weeks and are able
to capture subtletieslike pitch, pace, and
all the pauses that convey meaning.”
– Scott Huffman of Googleat the I/O developer conference
Photograph: Stephen Lam/Reuters
10
Rise of the Intelligent or Conversational Bot
Chatbot vs Phone: Which of these benefits do you most associate with
when communicating with businesses?
11
#4 Gamification adoption is accelerating in the contact centre
12
Source: Accenture, Transforming the Financial Services Contact Centre
Engaging well with employees and delivering great EX is crucial
Workforce Optimisation and Analytics solutions seeing good growth globally
14
# 6 Customer touchpoints are changing
Customers Customer Touchpoints Next-Generation Contact Centres
This image cannot currently be displayed.
This image cannot currently be displayed. This image cannot currently be displayed.
This image cannot currently be displayed. This image cannot currently be displayed.This image cannot currently be displayed.
This image cannot currently be displayed.
Artificial Intelligence
Analytics
Speech Recognition
NLP
Inte
llig
en
ce R
ich
Cu
sto
mer
Data
Feed
WebRTC
Chatbots
Agent Feedback
However… digital still needs a human touch
1616
Source: Genesys /Telsyte
Preferred Channel
Buy a physical product
Visit branch/office/store in
person
Buy a digital product
Visit branch/office/store in
person (32%)
Pay a bill
Use website or mobile
site (31%)
Buy a new service (e.g., phone service)
Call and speak with a
human agent
Request a change (e.g., address)
Call and speak with a
human agent (39%)
Cancel a service
Call and speak with a
human agent (55%)
Dispute a charge
Call and speak with a
human agent
Get technical or after-sales support
Call and speak with a
human agent (64%)
Get a quote or compare price/value
Call and speak with a
human agent (37%)
32% 39% 65%
32% 39% 64%
31% 55% 37%
Digital Transformation:
Is your organisation prepared to disrupt or be disrupted?
17
Time /Speed to Market
Artificial Intelligence /Machine Learning
Future of the Workplace /The Freelance Economy
Robots /Automation
Cloud-First and Mobile-First
Security
Regulation (GDPR, Australia’s Notifiable Data Breaches Act)
New Skills
What are the top 3 challenges for your IT department?
Meeting standards andregulatory policies
Skills shortage; trainingrequirements
13.4% 15.1%
Resistanceto change
15.6%
Automating & streamliningbusiness processes
16.1%
UnsupportedBYOD/BYOA
17.5%
Size of ICT investmentand/or uncertain ROI
17.7%
Managingenterprise mobility
18.8%
Ensuring networkstability/reliability
23.4%
Improvingdigital presence
25.8%
Developinga cloud strategy
26.3%
Systems integration; managingmulti-vendor solutions
27.4%
Dealing with securityand privacy concerns
30.1%
Aligning IT with business strategies and/or lack of clear IT strategy
37.1%
2018 Frost & Sullivan IT/CIO survey
Q1. What are the top 3 challenges for your IT department? N=372
Data Analytics has been rated as an important investment for Digital
Transformation over the next 5 years
1919
Communications/collaboration tools integration with other business software (Microsoft Office, GoogleG-suite, CRM, ERP, vertical apps)
75%
Providing Product(s)as a Service (XAAS)
65%
DataAnalytics
76%
Artificial Intelligence
63%
Augmented/Virtual Reality
Internet of Things
mCommerce
Source: Global Frost & Sullivan DT Survey. N = 372
Q35. How critical are the following investments for your organization's digital transformation success over the next 5 years? SCALE OF 1 TO 5; 5 BEING VERY CRITICAL.
N=1813
59% 68% 64%
What are the goals you would most like to achieve with your Digital
Transformation initiatives?
Source: MuleSoft 2018 Connectivity Benchmarking Report
21
What are the challenges I am trying to solve?
What are my priorities in driving a Digital CX strategy?
How do I get a single view of the customer and drive an omnichannel
strategy?
EX is equally important. What am I doing to drive a good working
environment for my agents? What tools am I equipping them with?
What are my priorities in Digital, Performance Optimisation, Analytics, NLU
and Machine Learning applications?
Final Considerations
