Quick Wins for SDA Adoption in Contact Centers | Market Insights™
March 2, 2018
Service Delivery Automation (SDA) adoption can see positive results as quickly as 9-15 months for RDA and RPA and 18-24 months for chatbots
Service Delivery Automation (SDA) adoption can see positive results as quickly as 9-15 months for RDA and RPA and 18-24 months for chatbots
Lead marketing roles are changing as marketing becomes increasingly digital: New marketing lead roles, such as Chief Growth Officer, are focused not only on marketing but also strategy, insights, and customer experience
The growth of digital marketing is driving change in CMO expectations: The CMO’s role is under tremendous pressure to drive business growth and collaborate with technology leaders to deliver results
AI and machine learning are paving the way for a digital marketing evolution
The shift to cognitive marketing is a result of the growing importance of delivering the right content, understanding changing customer needs, and leveraging data to grow
High demand for digital marketing has triggered a shift in the digital marketing landscape; industry players are aggressively expanding their digital marketing services portfolios
Enterprises are making significant investments to redesign customer experience
Enterprises are increasingly adopting digital technologies to transform their customer experience, optimize the operations, and increase speed-to-market
Enterprises’ expectations of their service providers are shifting from traditional arbitrage-based drivers to next-generation digital-based drivers
Everest Group is the featured Knowledge Partner of the 2017 Contact Islands conference, “The Future of Customer Experience,” presented by the Contact Center Association of the Philippines (CCAP).
Research VP Katrina Menzigian and Research Partner H. Karthik will be key speakers during the event.
Karthik will lead a session titled, “The Role of the Philippines in Shaping Customer Relations”
Session summary: Philippines is the leader for contact center services delivery but will it match the pace of the global industry-wide disruption? This session delves deeper into emerging contact center trends in the Philippines, and how it re-shapes the overall value proposition for the Philippines. Hear round-the-table views from leading enterprises, service providers, and in-house centers on their experience of service delivery from the Philippines, expectations for the future, challenges faced, and successful mitigation strategies.
Katrina will lead a session titled, “Redefining the Overall Customer Experience Strategy”
Session summary: The impact of customer experience on overall business has grown exponentially as organizations look to deliver best-in-class customer experience. It is important to understand potential pitfalls in the journey. This session brings together the enterprise strategists and service provider implementers to focus on three key aspects of the customer experience strategy:
When
October 11-12, 2017
Where
Shangri-La’s Boracay Resort and Spa
Boracay Island, Philippines
Speaker
Katrina Menzigian, Research Vice President, Everest Group
H. Karthik, Partner, Research, Everest Group
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