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BFSI 行业中的联络中心 DX（数字化转型）：客户视角 - 全球，2023-2024 年

市场调查报告书

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1322946

BFSI 行业中的联络中心 DX（数字化转型）：客户视角 - 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个工作天内

价格

简介目录

员工敬业度是企业的首要目标

DX（数字化转型）正在帮助银行、金融服务和保险 (BFSI) 组织与客户建立更紧密的关係并提供卓越的产品和服务。此外，BFSI 联络中心现在专注于自动化聚合信息和生成见解的过程，以极低的成本提供难忘的体验。成本压力和资源限制是 BFSI 联络中心长期面临的挑战，这就是为什么人工智能和分析在预测问题和模拟流程改进方面发挥着关键作用。

在员工倦怠和人员配备水平受到严重打击后，BFSI 行业的联络中心组织将在 2023 年优先考虑员工。他们正在投资更好地了解客户旅程、提供更个性化的服务以及利用数据来改善客户成果。本研究探讨了随着混合和在家工作模式的不断发展，联络中心如何吸引座席来吸引顶尖人才并减少人员离职率。

主要特点

在 Frost & Sullivan，我们实施了以下方法来实现这些目标：

对参与购买联络中心解决方案的领导者进行虚拟客户调查；
通过 Frost & Sullivan 的客户体验 (CX) 客户委员会、BFSI 的行业研究实践、联络中心思想交流、网络研讨会和虚拟智囊团与联络中心组织的思想领袖进行深入讨论。
与全球领先的联络中心解决方案提供商持续对话

CX 技术投资对 BFSI 联络中心的重要性
CX 技术投资预测看好
声音的崛起 - 虚拟代理的崛起
通过同理心改善客户体验的关键在于情感分析
人工智能渗透到整个联络中心
灵活的 API、CPaaS 和可编程性使 BFSI 联络中心能够快速轻鬆地添加新功能
支持联络中心的远程/混合工作给 BFSI 部门带来挑战

员工关注

员工体验 (EX) 对于实现 CX 至关重要
BFSI 联络中心离职率率高
员工之声计划引领 BFSI 组织的员工敬业度计划
绩效管理 - 质量监控是员工敬业度的首要投资

远程/混合工作模式

主动远程/混合模型带来了机会
远程工作可以保留员工 - 增加收入

渠道趋势和客户满意度

过去 12 个月的渠道行为
异步渠道提高满意度
实施成本阻碍了 BFSI 部门实现全渠道客户体验的雄心

成长机会

CX 解决方案提供商的增长机会

案例分析

领先的跨国保险公司：通过语音分析重建脆弱的客户体验
国际银行：彻底改变客户体验 - 互动银行业务的先驱
领先银行采用整体方法进行客户体验洞察，实现显着成本节约
美国主要银行部署智能虚拟代理，将呼叫量减少一半
先行数字化 - 100 多年历史的银行彻底改变客户体验

附录

为什么成长如此困难？
The Strategic Imperative 8 (TM)
BFSI客户参与战略关键问题：三大影响
增长管道引擎 (TM)：增长机会加速
图表列表
免责声明

简介目录

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