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Industry Research : Tech Maturity Shapes Firms’ Customer Experience Initiatives

#contactcenterworld, @ISGplc

Major changes in business operations and consumer behavior since the start of the COVID-19 pandemic have increased demand for advanced customer experience (CX) capabilities, with enterprises adopting new technologies at different rates depending on their maturity and needs, according to a new research report published by Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Archetype report finds that contact center operations are being transformed by automation and analytics as companies adapt to remote, home-based and hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both customer and employee experience.

"At the highest levels of leadership, enterprises are recognizing the strategic importance of customer experience," said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. "Modern digital customer experience technology is becoming essential, especially as hiring and retaining skilled agents grows more challenging. Companies are seeking providers’ help at all stages of this evolution."

The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Archetype report summarizes the relative capabilities of contact center service providers to meet the needs of typical, frequently encountered categories, or archetypes, of enterprise buyers. Each archetype represents a specific set of business and technology needs and challenges, which vary over time. Most organizations, especially large enterprises, include teams or business units that fit into different archetypes.

The report examines four archetypes within enterprise clients that are looking for contact center services. The report evaluates the capabilities of 26 customer experience services providers to deliver services to the four archetypes:

Automation Embracers: These clients are relatively new to digitalization but have made it a priority. The pandemic has pushed them to adopt new customer experience channels and use automation to ensure customer loyalty and retention. Cost savings remains a priority. They are looking to leverage global expertise and presence to overcome inadequate skills and technologies.

Digital Connoisseurs: These more mature clients have explored omnichannel customer engagement and are familiar with advanced CX technologies, including automation. They plan to scale digital transformation to improve CX for competitive advantage. Clients in this archetype want to partner with providers that have broad digital capabilities extending to AI and machine learning.

CX Evangelists: For these clients, transforming CX through analytics is the highest priority. They look for strategic business partners with implementation experience, transformation solutions and a wide range of analytics services. CX Evangelists demand highly skilled domain experts as agents and evaluate partnerships based on revenue, customer satisfaction and other business outcomes.

Work-From-Home Buyers: Clients in this archetype are looking to adopt a completely work-from-home or hybrid work model. Cost savings, business resiliency and access to a large talent pool are their main objectives. They seek service providers with the training, skills, agents and technologies — including cloud contact centers and robust security — to enable a work-from-home infrastructure.

Among the providers ISG evaluated, HGS, Sitel Group, Sutherland and Teleperformance are named as Leaders across all four archetypes. Cognizant, Concentrix, Conduent and Tech Mahindra are named as Leaders across three archetypes each. Atento and TTEC are named as Leaders across two archetypes each. [24]7.ai, EXL, Infosys, Startek, Transcom and WNS are named as Leader in one quadrant each.

#contactcenterworld, @ISGplc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About ISG Plc:
Company LogoISG Plc is an international construction services company delivering fit out, construction and a range of specialist services, with 31 offices worldwide. The company works with owners, developers and occupiers in the public and private sector for an extensive range of industries. ISG Plc was established in 1989 and has been quoted on AIM since 1998. Today the company has a turnover of around £1.3 billion.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Monday, December 5, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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