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ラテンアメリカにおける顧客エンゲージメントの将来:2018年

Future of Customer Engagement in Latin America, 2018

発行 Frost & Sullivan 商品コード 631759
出版日 ページ情報 英文 46 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=110.06円で換算しております。
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ラテンアメリカにおける顧客エンゲージメントの将来:2018年 Future of Customer Engagement in Latin America, 2018
出版日: 2018年04月12日 ページ情報: 英文 46 Pages
概要

当レポートでは、ラテンアメリカにおける顧客エンゲージメントの将来について調査し、主な市場動向、企業にとって最も大きな機会/課題、成長の主な促進要因・抑制要因、主な競合企業、および企業が投資すべき主要技術とビジネスモデルなどについて、分析しています。

エグゼクティブサマリー

市場概要

促進因子・抑制因子

  • 市場成長促進因子
  • 促進因子の説明
  • 市場成長抑制因子
  • 抑制因子の説明

顧客エンゲージメントの将来に関するラテンアメリカ市場の動向

ラテンアメリカにおける顧客エンゲージメントの将来:利用例

成長機会

  • 成長機会1:IoT - 没入型エクスペリエンスのサポート
  • 成長機会2:ビデオ
  • 成長機会3:CXのゲーム化
  • 成長機会4:エージェントデスクトップ/エージェントエンパワーメント
  • 成長機会5:ソーシャル顧客エンゲージメント
  • 成功・成長にとっての戦略的必須条件

総論

付録

Frost & Sullivan について

目次
Product Code: 9AC4/1B

New Business Models Will Be Key to Meet the Demands of the Digital Customer

In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods-such as appliances, automobiles, entertainment products, and home security systems-are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices, and medical devices require high levels of technical support. Sales, customer care, and support agents in contact centers today are utilizing a much wider arsenal of communication tools, including voice, video, email, IVR, Web chat, file sharing, and social media. Frost & Sullivan believes that traditional, voice-centric call centers are rapidly morphing into omnichannel centers of excellence and relationship hubs.

Frost & Sullivan research shows that the new omnichannel consumer wants to have access to all available channels simultaneously, including the retail in-store/in-person experience. Examine, for a minute, how the consumer landscape has changed. Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today's omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, millennial consumers insist on omnichannel support: a coherent, seamless customer experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service.

Research Scope

This growth insight aims to analyze the top trends involving the future of customer engagement in Latin America. It provides insights from a Frost & Sullivan end-user priorities for customer engagement survey in Latin America to gauge companies' readiness for digital transformation and their priorities.

The insight presents a market overview and drivers and restraints. It provides insights regarding growth opportunities, emerging trends, and key takeaways that will affect market participants.

Key Issues Addressed

  • What are the key trends involving the future of customer engagement in Latin America?
  • What are the greatest opportunities/challenges for companies?
  • What are the key drivers and restraints for growth in Latin America?
  • Who are the key competitors?
  • What are the main technologies and new business models that companies should invest in?

Table of Contents

1. FUTURE OF CUSTOMER ENGAGEMENT IN LATIN AMERICA, 2018

Executive Summary

  • Key Findings

Market Overview

  • Customer Experience Becomes Digital Experience
  • The Omnichannel Consumer
  • Latin American Companies Entering the Digital Transformation Era

Drivers and Restraints

  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Market Restraints
  • Restraints Explained
  • Restraints Explained (continued)

Latin American Market Trends on the Future of Customer Engagement

  • Latin American Social Trends by 2025
  • Impacts of Low DX Quality
  • Top Investment Priorities for Customer Engagement
  • Challenges of Employing Customer Analytics
  • What Does the Future Hold?
  • What Does the Future Hold? (continued)

Latin America's Future of Customer Engagement- Use Cases

  • AWS
  • Cognizant

Growth Opportunities

  • Growth Opportunity 1-The IoT: Supporting Immersive Experiences
  • Growth Opportunity 2-Video
  • Growth Opportunity 3-Gamifying the CX
  • Growth Opportunity 4-Agent Desktop/Agent Empowerment
  • Growth Opportunity 5-Social Customer Engagement
  • Strategic Imperatives for Success and Growth

The Last Word

  • Key Takeaways
  • Legal Disclaimer

Appendix

  • List of Exhibits

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition: Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360° Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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