How will customer service changebetween nowand tomorrow?

Of all communication channels on offer by organizations, voice remains the most commonly offered:

For more information visit: www.capgemini.com/odigoNotes on the survey:

134 organizations were surveyed in October 2013 as part of the Prosodie Rencontres.

Breakdown by sector: Banking 28%, manufacturing and services 23%, consumer products & retail 17%, insurance 14%, public sector 10%, telco & media 4%, others 4%.

Breakdown by role type: Head of customer service 46%, head of marketing 13%, head of sales 10%, CIO 9%, other 22%.

The information contained in this document is proprietary. ©2014 Capgemini. All rights reserved.

Today

Tomorrow

MAIN drivers for CHANGE

MAIN hurdles to IMPROVING customer service

complexityof technology

skillsshortages

limitedbudgets

difficulty defininga strategy

38%

45%52%

53%

What are they changing?

57% of those surveyed cited implementation costs and timescales

MOBILE is the new gateway to customer service

email77%

70%

converging between

existing channels

65%

greaterpersonalization

56%

adding newchannels

43%

increasingself-service

New channels that organizations are adopting in thenext 12 months

telephony92%

social media37%

web chat23%

78%said customer experience was their main development area

web call back29%

visual IVR33%

emailsocial media37%

41%

webchat44%