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市場調查報告書

東南亞的客戶經驗外包服務市場:體驗經濟的推動

Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy

出版商 Frost & Sullivan 商品編碼 975885
出版日期 內容資訊 英文 29 Pages
商品交期: 最快1-2個工作天內
價格
東南亞的客戶經驗外包服務市場:體驗經濟的推動 Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy
出版日期: 2020年11月24日內容資訊: 英文 29 Pages
簡介

客戶經驗參與度&管理,現在成為含社群媒體和聊天的複數途徑的端到端的顧客歷程基礎。要求透過語音以外的通訊途徑的客戶經驗的現代化和有效率的運用。因此全通路,人工智慧,機器學習,分析,自動化和聊天機器人技術日益用來繪製客戶旅程並提供深度的個性化和主動交互。

本報告提供東南亞的客戶經驗外包服務的市場調查,市場定義和概要,東南亞經濟預測,新型冠狀病毒感染疾病 (COVID-19) 以及其他的市場影響因素分析,企業間的發展,收益的變化、預測,成長機會、成長策略分析等資料彙整。

策略性要件

成長機會

  • 東南亞經濟預測
  • 東南亞經濟預測:人口統計
  • 東南亞的體驗經濟
  • 客戶經驗外包服務市場概要
  • 客戶經驗中心的演進
  • COVID-19的影響
  • 成長推動因素
  • 阻礙成長要素
  • 成長機會
  • 收益預測:CX外包服務
  • 收益預測:傳統經濟產業
  • 收益預測:體驗經濟產業
  • 最近的發展:M&A

成長機會

  • 成長機會:開發技術支持的CX解決方案,以滿足體驗經濟行業不斷變化的需求
目錄
Product Code: PB3D-76

The Need for Digital Technologies and Rightshoring Capabilities is Transforming the Industry

The experience economy is forcing organizations around the world to rethink how they do business. They can no longer simply focus on selling goods or providing services at a single point in time. Today's digitally savvy consumers demand constant connection and memorable experiences through easy access to information, ongoing interactions with brands, and personalized and engaging service at any time and over any touch point.

An in-house customer service operation can be expensive to set up and maintain and takes a company's focus off its core mission. Experience economy organizations are embracing outsourcing services to grow in a highly competitive industry as service providers have the expertise and capabilities enabling them to remain agile and scale their business operations at a fraction of the cost.

Southeast Asia's multilingual and low-cost workforce has made it an attractive outsourcing destination for some time, but the traditional contact center (a vast workplace of customer service agents answering queries, taking orders, and resolving complaints over the phone) is a thing of the past. Contact centers are no longer solely a means of labor arbitrage, but are now considered as collaboration hubs for process improvement, helpdesk services, tech support, sales and marketing, and value creation.

The ubiquity of mobile devices allows organizations to have a digital relationship with customers and has changed the way that customer experience center agents work. Agents must be able to answer complicated questions quickly and accurately. Customers do not want to repeat themselves or be put on hold or transferred to another department or agent.

Customer experience engagement and management now is the foundation of an end-to-end customer journey across multiple channels, including social media and chat. There is growing demand for modernizing the customer experience through non-voice communication channels and efficient operations. This is leading to the adoption of omnichannel, artificial intelligence, machine learning, analytics, automation, and chatbot technologies to map the customer journey and deliver deeply personalized, predictive, and proactive interactions.

Table of Contents

Strategic Imperatives

  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top Three Strategic Imperatives on the Customer Experience Outsourcing Services Market in Southeast Asia
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

  • Southeast Asia Economic Outlook
  • Southeast Asia Economic Outlook-Population Demographics
  • The Experience Economy in Southeast Asia
  • Overview of the Customer Experience Outsourcing Services Market
  • Evolution of Customer Experience Centers
  • Impact of COVID-19 on the Customer Experience Outsourcing Services Market
  • Growth Drivers
  • Growth Restraints
  • Southeast Asia-Outsourcing Services Growth Opportunities
  • Southeast Asia-Outsourcing Services Growth Opportunities (continued)
  • Revenue Forecast-CX Outsourcing Services
  • Revenue Forecast-Traditional Economy Industry
  • Revenue Forecast-Experience Economy Industry
  • Recent Development-Mergers and Acquisitions
  • Recent Development-Mergers and Acquisitions (continued)

Growth Opportunity Universe

  • Growth Opportunity-Develop Technology-Enabled CX Solutions to Meet the Changing Needs of the Experience Economy Industry
  • Growth Opportunity-Develop Technology-Enabled CX Solutions to Meet the Changing Needs of the Experience Economy Industry (continued)
  • List of Exhibits
  • Legal Disclaimer