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Rust Report, Australia: Cognizant Study Reveals That Digital Start-Ups are Increasingly Winning the Consumer Trust Battle - Cognizant Technology Solutions - ContactCenterWorld.com Blog

Rust Report, Australia: Cognizant Study Reveals That Digital Start-Ups are Increasingly Winning the Consumer Trust Battle

Rust Report, Australia: Cognizant Study Reveals That Digital Start-Ups are Increasingly Winning the Consumer Trust Battle

“Cognizant’s latest study ― ‘The Business Value of Trust’ ― reveals that digital start-ups are increasingly winning the consumer trust battle as 47% of consumers surveyed plan to switch to a digital start-up due to perceived trust concerns over how their personal data is being used,” writes Rust Report. “Personal data has become the new currency in the digital economy, with trust as the main bargaining chip. And start-ups seem to be outdoing themselves with nearly half (47%) of respondents saying they would switch to a digital start-up because they trust their approach to data ethics compared with established companies.”

“With business success today centered on the use of consumer data, trust has become the new battleground for digital success. It’s essential for organizations to master the customer trust equation to sail through the choppy waters of trust-driven business disruption,” says Manish Bahl, Senior Director at Cognizant’s Center for the Future of Work in Asia Pacific.

“We are seeing the emergence of a new concept that we could call ‘Return on Trust’. Investing in keeping consumers’ trust has never been so vital for businesses, especially in the era data where consumers’ trust can very quickly become eroded,” adds Bahl.

“With digital disruption in full swing, established companies need to take every precaution necessary when dealing with consumers’ private data,” Rust Report notes. “Customers today want faster delivery of services without compromising their personal data, and digital start-ups seem to be meeting these expectations, as they have built their entire business around data control. Around 49% of the consumers surveyed said they could opt for a digital start-up due to more choices and 49% for faster delivery.”

“As the digital revolution unfolds, trust will become even more important because consumers will not just expect but assume businesses have put their interests before everything else. In the coming years, as more Australian businesses confront the financial and reputational implications of trust issues, winners and losers will be determined by how they manage the trust equation,” explains John Burgin, Vice President and ANZ Head, Cognizant.

Click here to read more. 

Source: http://news.cognizant.com/cfowstudy-rustreport-may30-2016

Publish Date: May 30, 2016 5:00 AM


2021 Buyers Guide Knowledge Management

 
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3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

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eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

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ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

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Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 



View more from Cognizant Technology Solutions

Recent Blog Posts:
IT Sideways, Malaysia: Senior Director at Cognizant’s Center for the Future of Work Says Businesses Cannot Think ‘Outside the Box’ Without Strong Digital Leadership RolesMay 30, 2016 5:00 AM
Enterprise Innovation, Hong Kong: Senior Director at Cognizant’s Center for the Future of Work Says Consumer Trust is a Brand-Level Risk or Opportunity That Belongs in the C-SuiteMay 30, 2016 5:00 AM
Rust Report, Australia: Cognizant Study Reveals That Digital Start-Ups are Increasingly Winning the Consumer Trust BattleMay 30, 2016 5:00 AM
Cognizant Wins JDA’s Co-Innovation Partner of the Year Award for 2016May 3, 2016 5:00 AM
Cognizant Expands its Footprint in Malaysia with a New Delivery Centre in Kuala LumpurApril 28, 2016 5:00 AM
Box and Cognizant Join Forces to Power Digital TransformationApril 21, 2016 5:00 AM
Kony and Cognizant Join Forces to Drive New Class of Mobile Enterprise SolutionsApril 19, 2016 5:00 AM
Mint Asia: Cognizant’s Vice President and APAC Head Says Technology is Becoming the Lifeblood of BusinessApril 18, 2016 5:00 AM
The Hindu: Cognizant President Says Automation is More Evolution Than RevolutionApril 18, 2016 5:00 AM
CIO.com: Cognizant’s Senior Vice President of Products and Resources Consulting Says Retailers Need to Create a Learning Innovation EnvironmentApril 13, 2016 5:00 AM

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