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BFSI行業中的聯絡中心DX（數位化轉型）：客戶視角 - 全球，2023-2024 年

市場調查報告書

商品編碼

1322946

BFSI行業中的聯絡中心DX（數位化轉型）：客戶視角 - 全球，2023-2024 年

Contact Center Digital Transformation in the BFSI Industry: A Customer Perspective-Global, 2023-2024

出版日期: 2023年07月20日 | 出版商:

Frost & Sullivan | 英文 63 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

員工敬業度是企業的首要目標

DX（數位化轉型）幫助銀行、金融服務和保險 (BFSI) 組織與客戶建立更緊密的關係並提供卓越的產品和服務。此外，BFSI 聯絡中心現在致力於自動化聚合資訊和生成見解的過程，以極低的成本提供難忘的體驗。成本壓力和資源限制是 BFSI 聯絡中心長期面臨的挑戰，這就是為什麼人工智慧和分析在預測問題和模擬流程改進方面發揮著關鍵作用。

在員工倦怠和人員配備水準受到嚴重打擊後，BFSI 行業的聯絡中心組織將在2023年優先考慮員工。他們投資更佳了解客戶旅程、提供更個性化的服務以及利用資料來改善客戶成果。本研究探討了隨著混合和在家工作模式的不斷發展，聯絡中心如何吸引座席來吸引頂尖人才並減少人員離職率。

主要特點

在 Frost & Sullivan，實施了以下方法來實現這些目標：

對參與購買聯絡中心解決方案的領導者進行虛擬客戶調查；
透過 Frost & Sullivan 的客戶體驗 (CX) 客戶委員會、BFSI 的行業研究實踐、聯絡中心思想交流、網路研討會和虛擬智囊團與聯絡中心組織的思想領袖進行深入討論。
與全球領先的聯絡中心解決方案提供商持續對話

CX 技術投資對 BFSI 聯絡中心的重要性
CX 技術投資前景看好
聲音的崛起 - 虛擬代理的崛起
透過同理心改善客戶體驗的關鍵在於情感分析
人工智慧滲透到整個聯絡中心
靈活的 API、CPaaS 和可編程性使 BFSI 聯絡中心能夠快速輕鬆地添加新功能
支持聯絡中心的遠程/混合工作給 BFSI 部門帶來挑戰

員工關注

員工體驗 (EX) 對於實現 CX 非常重要
BFSI 聯絡中心離職率高
員工之聲計劃引領 BFSI 組織的員工敬業度計劃
績效管理 - 品質監控是員工敬業度的首要投資

遠程/混合工作模式

主動遠程/混合模型帶來了機遇
遠程工作可以保留員工 - 增加收入

管道趨勢和客戶滿意度

過去 12 個月的管道行為
異步管道提高滿意度
實施成本阻礙了 BFSI 部門實現全管道客戶體驗的雄心

成長機會

CX 解決方案提供商的成長機會

案例分析

領先的跨國保險公司：透過語音分析重建脆弱的客戶體驗
國際銀行：徹底改變客戶體驗 - 互動銀行業務的先驅
領先銀行採用整體方法進行客戶體驗洞察，實現顯著成本節約
美國主要銀行部署智慧虛擬代理，將呼叫量減少一半
先行數位化 - 100 多年歷史的銀行徹底改變客戶體驗

附錄

為什麼成長如此困難？
The Strategic Imperative 8 (TM)
BFSI客戶參與戰略關鍵問題：三大影響
成長管道引擎 (TM)：成長機會加速
圖表列表
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簡介目錄

Product Code: PE64-76

Employee Engagement is the Top Corporate Objective

Digital transformation is helping BFSI organizations establish closer relationships with their customers and deliver great products/-services. Extending this further, BFSI contact centers are now focusing on automating processes to assimilate information and generate insights that deliver memorable experiences at a fraction of the cost. Cost pressures and resource constraints are perpetual issues for BFSI contact centers, which is why AI and analytics play a significant role in predicting problems and simulating process improvement.

Contact center organizations in the BFSI sector are prioritizing employees in 2023, after the COVID-19 pandemic wreaked havoc on employee burnout and staffing levels. They invest in understanding customer journeys better and leverage data to deliver more personalized service and enhance customer outcomes. This study explores how contact centers engage agents to attract the best talent and reduce attrition as hybrid and work-from-home models continue to grow.

Key Features

Frost & Sullivan’s approach to achieving these goals were to conduct:

A virtual customer survey of leaders involved in purchasing contact center solutions;
In-depth discussions with thought leaders in contact center organizations through Frost & Sullivan’s Customer Experience (CX) Client Council, BFSI Industry Research Practice, Contact Center MindXchanges, Webinars, and Virtual Think Tanks; and
Continuous conversations with key contact center solutions providers around the world.

Key Findings

Strategic Objectives of this Study
Key Findings from the 2023 Contact Center Customer Survey-BFSI Industry Perspective

Research Objectives and Methodology

Customer Research Methodology & Respondent Profile
Scope

BFSI Industry Snapshot

BFSI Industry Snapshot
Key Success Factors for BFSI Organizations
Disruption in the BFSI Industry
CX Strategic Priorities in BFSI

Contact Center 2023 to 2024 Goals

Improving Employee Experience Tops Organization Goals
Building Trust and Ensuring Customer Loyalty when Automating Interactions

CX Technology Investment Plans 2023 to 2024

BFSI Contact Center's CX Technology Investment Imperative
Strong Outlook for CX Technology Investment
Voice Reins-Virtual Agents Ascend
Sentiment Analysis is Key for Delivering Enhanced CX with "Empathy"
Infusion of AI Across Contact Center Spectrum
Flexible APIs, CPaaS, and Programmability Enables BFSI Contact Centers to Add New Capabilities Quickly and Easily
Supporting Remote/Hybrid Work for Contact Centers Still Poses Challenge for BFSI Sector

Employee Focus

Employee Experience (EX) is Crucial for Delivering CX
BFSI Contact Centers Struggle with High Attrition
Voice of the Employee Programs Leads Employee Engagement Initiatives in BFSI Organizations
Performance Management-Quality Monitoring is Top Investment for Employee Engagement

Remote/Hybrid Work Model

Flourishing Remote/Hybrid Models Offer Opportunities
Remote Workforce Resulted Employee Retention-Increased Revenue

Channel Trends and Customer Satisfaction

Channel Dynamics-Last 12 Months
Asynchronous Channel Delivered Better Satisfaction
Cost of Implementation Thwarts BFSI Sector's Omnichannel Customer Experience Ambition

Growth Opportunities

Growth Opportunities for CX Solution Providers

Recommendations

Strategic Recommendations for BFSI's CX Pursuit
Key Considerations for Vendor Partnerships
Recommendations for CX Solution Providers

Case Studies

Leading Multinational Insurance Company Reimagines Vulnerable Customer Experience with Speech Analytics
Global Bank Revolutionizing Customer Experience-Pioneering Conversational Banking
A Leading Bank Adopts a Holistic Approach to CX Insights and Realizes Huge Savings
Leading US Bank Adopts Intelligent Virtual Agents-Cuts CallVolume in Half
Going Digital First-Century Old Bank Revolutionizes Customer Experience