市場調查報告書

歐洲客戶體驗外包服務市場:2020年

European Customer Experience Outsourcing Services Market, 2020

出版商 Frost & Sullivan 商品編碼 950658
出版日期 內容資訊 英文 80 Pages
商品交期: 最快1-2個工作天內
價格
歐洲客戶體驗外包服務市場:2020年 European Customer Experience Outsourcing Services Market, 2020
出版日期: 2020年07月06日內容資訊: 英文 80 Pages
簡介

在過去的幾年中,客戶體驗(CX)外包服務市場發生了重大變化。歐洲市場的特點是對特定語言,小型區域部門,針對特定國家/地區的不同要求以及對近岸的需求不斷增長。最近發生的COVID-19大流行擾亂了市場,要求公司在幾週內採取措施以應對政府前所未有的應對和遏制機制。 2020年的市場預計將出現負增長。預計這種情況將在今年年底開始逆轉,並且預計到2021年市場將恢復增長軌跡。

本報告調查了歐洲客戶體驗(CX)外包服務市場,CX服務外包商生態系統和服務,CX外包服務的數字化轉型以及為增強CX部署的技術支持的解決方案,CX外包服務市場和外包供應商的增長機會。

內容

執行摘要

  • 主要發現

CX外包商生態系統和服務

  • 調查範圍
  • CX外包商通過轉換解決方案接近客戶
  • 業務全景:外包商的觀點
  • 業務全景:客戶的觀點
  • 歐洲的主要業務變量:情景分析和預測

CX外包的數位化轉型

  • CX外包商的數位化轉型
  • 整個歐洲客戶的需求多樣化
  • 物聯網兼容功能以應對CX挑戰
  • 分析支持功能可處理CX問題
  • ML/AI兼容功能可解決CX問題
  • 區塊鏈兼容功能,用於解決CX問題
  • 技術開發時間表和實施估算

CX外包解決方案

  • 外包商使用RPA來提高QoS(響應速度,分辨率,信息準確性)
  • 外包商實施NLP路由和分析客戶呼叫
  • 外包商實施語音分析
  • 外包商使用基於知識的預測解決方案來加強次優措施
  • 數位化轉型的潛力

市場驅動因素和約束條件

  • 市場增長因素
  • 討論市場增長因素
  • 市場約束因素
  • 討論市場限制因素

CX外包市場分析

  • 市場規模
  • 市場規模辯論
  • 最近的發展:投資
  • 最近的發展:併購
  • 最近的發展:夥伴關係
  • 歐洲的CX數字化風險
  • 行業利潤率
  • 行業分析

CX外包服務提供商簡介

  • CX外包服務提供商
  • Atento
  • Bosch Service Solutions
  • CGS
  • Infosys BPM
  • SITEL
  • Sutherland Global Services
  • Teleperformance
  • Transcom
  • TTEC
  • Webhelp

增長機會和建議的行動

  • 增長機會1-網絡安全
  • 增長機會2:諮詢和設計
  • 增長機會3:舊版系統及其他
  • 增長機會4:面向數位原生消費者的解決方案
  • 增長機會5:業務連續性即服務
  • 成功與成長的戰略要務

要點

  • 重點
  • COVID-19的影響
  • 免責聲明

附錄

關於Frost & Sullivan

目錄
Product Code: K473-76

Integration of Advanced Technologies Transforms Customer Experience Outsourcing Services by Enhancing Efficiency and Effectiveness

The customer experience (CX) outsourcing services market has undergone a significant shift in the last few years. The market in Europe is characterized by demand for specific languages, small regional sectors, different requirements unique to certain countries, and increasing demand for nearshoring.

Evolution in the outsourcing industry has led to a shift as companies now focus less on factors such as cost, labor arbitrage, cold calls, and linear and inept approaches to handling incoming calls, and more on CX. The increasing focus on customer experience (CX) in the last five years has led to greater adoption of technology. As client and customer demands evolve, outsourcers are launching intelligent, automated, and self-service options to enhance CX. Technology-enabled solutions are being deployed to improve agent performance. Platforms, conversational AI, and bots are some of the technology-enabled outcomes helping outsourcers to create better experiences and improve customer satisfaction.

The new approach to CX comes with its own set of challenges, such as data privacy and security, integration with legacy systems, and balancing technology and value derived from investments. Outsourcers, however, are pursuing technology adoption in their attempt to add value and create better customer experiences.

The recent COVID-19 pandemic has disrupted the market and companies had to launch measures within a few weeks to deal with unprecedented government coping and containment mechanisms. Frost & Sullivan expects a negative growth in 2020 in the market. If this situation starts to reverse by the year end, the market is expected to be back on a growth track in 2021.

This research will outline:

  • The CX services outsourcers ecosystem and services
  • The digital transformation of CX outsourcing services
  • Technology-enabled solutions deployed to enhance CX
  • CX outsourcing services market analysis
  • Growth opportunities for outsourcers

The report is illustrated with several examples indicating the approach of outsourcers to enhance CX using technology-enabled solutions.

Access to customer data requires outsourcers to deploy adequate security measures. Clients are at different levels of awareness on how technology can contribute to enhancing CX. Outsourcers are increasingly assuming the role of consultants and guiding clients on how they can deploy solutions and improve customer satisfaction. COVID-19 has brought business continuity into focus and outsourcers' capabilities have been put to the test. Moving beyond traditional offerings, outsourcers must focus on partnering and expanding their ecosystem to adopt and enable flexibility and innovation strategies.

Key Issues Addressed:

  • What are outsourcers doing to digitally transform CX?
  • What are some of the key recent developments that indicate outsourcer strategies?
  • What are the key market and vertical metrics?
  • What are the growth opportunities that outsourcers can take advantage of?
  • What are the key takeaways?

Table of Contents

Executive Summary

  • Key Findings

CX Outsourcers Ecosystem and Services

  • Scope of Research
  • CX Outsourcers Approach Clients with Transformation Solutions
  • CX Outsourcers Approach Clients with Transformation Solutions (continued)
  • CX Outsourcers Approach Clients with Transformation Solutions (continued)
  • Business Panorama-Outsourcers' Perspective
  • Business Panorama-The Client Perspective
  • Key Business Variables in Europe-Scenario Analysis and Forecast
  • Key Business Variables in Europe-Scenario Analysis and Forecast (continued)

Digital Transformation of CX Outsourcing

  • Digital Transformation of CX Outsourcers
  • Diverse Demands from Customers Across Europe
  • IoT-Enabled Capabilities to Address CX Challenges
  • Analytics-Enabled Capabilities to Address CX Challenges
  • ML/AI-Enabled Capabilities to Address CX Challenges
  • Blockchain-Enabled Capabilities to Address CX Challenges
  • Technologies Development Timeline and Estimated Implementation

CX Outsourcing Solutions

  • Outsourcers Harness RPA to Enhance QoS (Speed of Response, Resolution Rate, Precision of Information)
  • Outsourcers Implement NLP to Route and Analyze Customer Calls
  • Outsourcers Implement Speech Analytics
  • Outsourcers Use Predictive Knowledge-based Solutions to Enhance Next Best Action
  • Digital Transformation Potential

Market Drivers and Restraints

  • Market Drivers
  • Market Drivers Discussed
  • Market Drivers Discussed (continued)
  • Market Restraints
  • Market Restraints Discussed
  • Market Restraints

CX Outsourcing Market Analysis

  • Market Size
  • Market Size Discussion
  • Recent Developments-Investments*
  • Recent Developments-Mergers and Acquisitions*
  • Recent Developments-Partnerships
  • Risks to Digitalization of CX in Europe
  • Revenue Percentage of Verticals
  • Vertical Analysis

CX Outsourcing Service Provider Profiles

  • CX Outsourcing Service Providers
  • Atento
  • Bosch Service Solutions
  • CGS
  • Infosys BPM
  • SITEL
  • Sutherland Global Services
  • Teleperformance
  • Transcom
  • TTEC
  • Webhelp

Growth Opportunities and Companies to Action

  • Growth Opportunity 1-Cybersecurity
  • Growth Opportunity 2-Consulting and Design
  • Growth Opportunity 3-Beyond Legacy Systems
  • Growth Opportunity 4-Solutions for Digital Native Consumers
  • Growth Opportunity 5-Business Continuity as a Service
  • Strategic Imperatives for Success and Growth

Key Takeaways

  • Key Takeaways
  • Effect of COVID-19
  • Legal Disclaimer

Appendix

  • List of Exhibits
  • List of Exhibits (continued)

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