Growth Opportunities in the European Customer Management BPO Market, Forecast to 2021
Growth Opportunities in the European Customer Management BPO Market, Forecast to 2021
Actionable Strategies and Tactics to Accelerate Growth in a Transforming Market
27-Sep-2017
Europe
Description
The Context of Europe’s Economy
The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider that in February, 2015, Greek finance minister Yanis Varoufakis wrote in The Guardian newspaper that, “In 2008, capitalism had its second global spasm. The financial crisis set off a chain reaction that pushed Europe into a downward spiral that continues to this day. Europe’s present situation is not merely a threat for workers, for the dispossessed, for the bankers, for social classes or, indeed, nations. No, Europe’s current posture poses a threat to civilization as we know it.”
Regardless of one’s views on the best medicine for Europe’s ills, these are strong words that illustrate just how vexing the current European dilemma is. By late June, 2015, Greek banks had been shut down to avoid a meltdown and bailout talks with European creditors seemed frozen. Greek default and withdrawal from the euro seemed a real possibility. By mid-July, 2015, an accord of sorts seemed to have been reached, but with austerity for Greece as the theme. In any case, one wonders about the future of the European project going forward.
The economy has had real effects on some BPO providers in Europe that focus on customer management. Consider Serco BPO in the UK. In 2015, just four years after having acquired Intelenet BPO for over $630 million in an effort to reduce Serco BPO’s reliance on the UK and the public sector, that business was valued at a little over $400 million. By December, 2015, private equity firm Blackstone (which had owned the business from 2007-2011) announced that it had closed its deal to once again acquire Intelenet. What had once been Serco’s private sector BPO business thus returned to using its original name, Intelenet Global Services. Serco BPO has therefore been dropped from this year’s Europe Buyer’s Guide
The pace of exponential technological change is impacting a variety of industries. When it comes to Customer Management, innovations Customer Experience Analytics (CEA), Artificial Intelligence (AI), and machine learning have nothing less than transformational potential. How artificial intelligence (AI) in particular may influence the market going forward should be at the center of strategic planning, while the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, should drive future strategy, particularly in M&A.
For service providers, staying competitive in the delivery of services will necessitate blending technology with human beings in new and even perhaps disruptive ways. All providers should therefore be thinking hard about exponential technological change and its possible impacts. The big question is, how successful will BPO providers be in confronting the classic Innovator’s Dilemma?
New analysis from Frost & Sullivan's Digital Transformation practice entitled, "Growth Opportunities in the Europe Customer Management BPO Market" finds that providers that strategically pursue omnichannel capabilities and value-add technology solutions will have a competitive edge over providers that largely compete on cost, location, and labor arbitrage.
Table of Contents
Purpose of this Experiential Study
5 Step Process to Transformational Growth
Strategic Imperatives for Customer Management BPO Providers
Growth Opportunities for Customer Management BPO Providers
Growth Opportunities for Customer Management BPO Providers (continued)
Growth Opportunities for Customer Management BPO Providers (continued)
Growth Opportunities for Customer Management BPO Providers (continued)
Growth Opportunities for Customer Management BPO Providers (continued)
Growth Opportunities for Customer Management BPO Providers (continued)
Customer Markets
Market Definitions
Europe Customer Management BPO Landscape
Europe Customer Management BPO Landscape (continued)
Drivers and Restraints
Forecast Assumptions
Revenue Forecast by Service Platform
Revenue Forecast by Industry Vertical
Revenue Forecast by Service Function
Revenue Forecast by Region
Market Share by Revenue
Macro to Micro Visioning
Trends/Factors Impacting the Customer Management BPO Market
Top Predictions for the Customer Management BPO Market
Levers for Growth
Growth Opportunity 1—Omni-channel CX
Growth Opportunity 2—Customer Experience Analytics
Growth Opportunity 3—Social Media Monitoring
Growth Opportunity 4—Social Customer Engagement
Growth Opportunity 5—Live Chat
Growth Opportunity 6—Messenging Platforms in Customer Service
Growth Opportunity 7—The IoT: Supporting Immersive Experiences
Growth Opportunity 8—Artificial Intelligence (AI)
Growth Opportunity 9—Virtual Agent/Advisor
Growth Opportunity 10—Gamifying the Customer Experience
Growth Opportunity 11—WebRTC Applications
Growth Opportunity 12—Hosted/Cloud Contact Centers
Growth Opportunity 13—Work at Home Solutions
Growth Opportunity 14—Industry Focus: Healthcare
Growth Opportunity 15—Industry Focus: Retail
Growth Opportunity 16—Innovation & Transformation
Growth Opportunity 17—Third Party Validation
Growth Opportunity 18—Customer Lifetime Value (CLV)
Growth Opportunity 19—Best-in-Class
Growth Opportunity 20—Sales & Marketing Use Cases
Growth Opportunity 21—Industry Vertical Marketing
Growth Opportunity 22—BPO Benchmarking
Growth Opportunity 23—Lead Generation
Growth Opportunity 24—Inbound Marketing Capabilities
Growth Opportunity 25—Outbound Marketing Priorities
Growth Opportunity 26—Social Media Marketing
Growth Opportunity 27—Channel Marketing
Growth Opportunity 28—Sales Enablement Content
Growth Opportunity 29—Upsell and Cross-sell Offers
Identifying Your Company’s Growth Zone
Growth Opportunities 1–15—Vision and Strategy
Growth Opportunities 16–29—Brand and Demand
Growth Opportunities Matrix
Growth Strategies for Your Company
Prioritized Opportunities through Implementation
Legal Disclaimer
Abbreviations and Acronyms Used
Popular Topics
No Index | No |
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Podcast | No |
Author | Stephen Loynd |
Industries | Information Technology |
WIP Number | K0B5-01-00-00-00 |
Is Prebook | No |