Tech Maturity Shapes Firms’ Customer Experience Initiatives – Latest Digital Transformation Trends | Cloud News – Wire19
ISG Provider Lens™ report says enterprises are seeking different contact center services to address changes in business and consumer behavior following the pandemic
STAMFORD, Conn. –(BUSINESS WIRE)– #ERP –Major changes in company operations and consumer behavior since the start of the COVID-19 outbreak have increased demand for advanced customer experience (CX) capabilities, with enterprises adopting new technologies at different rates depending on their maturity plus needs, according to a new research report published today by Information Services Group ( ISG ) (Nasdaq: III ), a leading global technology research and advisory firm.
The 2022 ISG Supplier Lens™ Contact Center — Customer Experience Services Archetype report finds that get in touch with center operations are being transformed by automation and analytics as companies adapt to remote, home-based plus hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both client and employee experience.
“At the highest levels of leadership, enterprises are usually recognizing the particular strategic importance of customer experience, ” said Jan Erik Aase, partner and worldwide leader, ISG Provider Lens Research. “Modern digital consumer 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 Service provider Lens™ Get in touch with Center — Customer Encounter Services Archetype report summarizes the relative capabilities of contact center service providers to meet the needs associated with typical, frequently encountered categories, or archetypes, of enterprise buyers. Each archetype represents a specific set of business and technology needs plus challenges, which vary over time. Most organizations, specifically large enterprises, include teams or business units that fit into different archetypes.
The statement examines four archetypes within enterprise clients that are looking with regard to contact middle services. The report evaluates the capabilities of 26 customer experience services companies to deliver solutions to the 4 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 in order to ensure client loyalty and retention. Cost savings remains a priority. They are usually looking to leverage global expertise and presence to overcome inadequate skills and systems.
Digital Connoisseurs: These more mature customers have explored omnichannel consumer engagement and are familiar with advanced CX technologies, including automation. They plan to scale digital transformation in order to improve CX for competitive advantage. Clients in this archetype want to partner with providers that have broad electronic capabilities extending to AI and machine learning.
CX Evangelists: For these clients, transforming CX through analytics is the highest priority. These people look regarding strategic company partners along with implementation encounter, transformation solutions and a wide range of analytics services. CX Evangelists demand highly skilled domain experts as agents plus evaluate partnerships based on revenue, customer satisfaction and other business outcomes.
Work-From-Home Buyers: Customers in this particular archetype are looking to adopt a completely work-from-home or hybrid function model. Cost savings, business resiliency and access to a large talent pool are usually their main objectives. They will seek service providers with the training, abilities, agents plus technologies — including cloud contact centers and robust security — to enable a work-from-home infrastructure.
Among the suppliers ISG evaluated, HGS, Sitel Group, Sutherland and Teleperformance are named as Leaders across all four archetypes. Cognizant, Concentrix, Conduent and Technology Mahindra are named because Leaders across three archetypes each. Atento and TTEC are called as Frontrunners across two archetypes each. 7. ai, EXL, Infosys, Startek, Transcom and WNS are named as Leader in one quadrant every.
A customized version associated with the report is available from Sitel Group .
The 2022 ISG Company Lens™ Contact Center — Customer Experience Services Archetype report will be available in order to subscribers or even for one-time purchase on this webpage .
About ISG Provider Lens™ Research
The particular ISG Supplier Lens™ Quadrant research series is the particular only support provider evaluation of its kind to combine empirical, data-driven study and market analysis using the real-world encounter and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and marketplace analysis in order to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The analysis currently covers providers offering their providers globally, throughout Europe, since well while in the U. S., Canada, Brazil, the particular U. K., France, Benelux, Germany, Switzerland, the Nordics, Australia plus Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Zoom lens research, please visit this webpage .
A companion research series, the ISG Provider Lens Archetype reports, offer the first-of-its-kind assessment of providers from the perspective of specific buyer types.
ISG (Information Services Group) (Nasdaq: III ) is a leading global technologies research and advisory firm. A trusted company partner in order to more than 800 clients, which includes a lot more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and services and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and information analytics; finding advisory; managed governance plus risk services; network carrier services; strategy and operations design; change management; marketplace intelligence and technology research and analysis. Founded in 2006, plus based in Stamford, Conn., ISG employs greater than 1, 300 digital-ready professionals operating in more than 20 countries—a global team known for the innovative thinking, market influence, deep industry and technologies expertise, and world-class study and analytical capabilities based on the industry’s most comprehensive marketplace data. With regard to more info, visit www.isg-one.com .
Will Thoretz, ISG
+1 203 517 3119
Julianna Sheridan, Matter Communications for ISG