Customer Engagement in Financial Services in Europe and North America
Customer Engagement in Financial Services in Europe and North America
The Current and Future Financial Services Vertical
04-Aug-2014
North America
$12,500.00
Special Price $9,375.00 save 25 %
Description
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in North America, while more interactions are taking place through chat in North America than in Europe. About 48% of customer interactions are fully automated, which is expected to grow to 60% by 2016. Overall, the use of multiple capabilities with social media customer contact strategies in the financial services vertical is expected to increase by 2016, with the largest percentage point increases expected for full integration with other contact channels and personalized marketing.
Table of Contents
Research Background and Objectives
Methodology
Overall Firmagraphic Details
Executive Summary
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Current versus Future Customer Interaction Channels in the Financial Services Vertical
Current Customer Interaction Channels in the Financial Services Vertical
Future Customer Interaction Channels Channels in the Financial Services Vertical
Current and Future Integration of Contact Channels in the Financial Services Vertical
Current Integration of Contact Centers in the Financial Services Vertical
Future Integration of Contact Centers in the Financial Services Vertical
Current and Future Prevalence of Full Automation in the Financial Services Vertical
Current and Future Prevalence of Full Automation in the Financial Services Vertical (continued)
Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in the Financial Services Vertical
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Financial Services Vertical (continued)
Expected Changes of Outbound Customer Interactions in the Financial Services Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Financial Services Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Financial Services Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Financial Services Vertical
Current and Future Capabilities of Social Media Customer Contact Strategy in the Financial Services Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Financial Services Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Financial Services Vertical
Current and Future Capabilities of Mobile Customer Contact Strategy in the Financial Services Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Financial Services Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Financial Services Vertical
Potential Restraints in the Financial Services Vertical
Current Versus Future Prevalence of Systems/ Applications in the Financial Services Vertical
Current Prevalence of Systems/Applications in the Financial Services Vertical
Future Prevalence of Systems/Applications in the Financial Services Vertical
Current and Future Number of APO Vendors Sourced in the Financial Services Vertical
Current and Future Number of APO Vendors Sourced in the Financial Services Vertical (continued)
Current and Future Integration of APO Applications in the Financial Services Vertical
Current Integration of APO Applications with Multichannel Applications in the Financial Services Vertical
Future Integration of APO Applications with Multichannel Applications in the Financial Services Vertical
Using APO Applications in the Financial Services Vertical
Leveraging APO Tools in Other Departments in the Financial Services Vertical
Restraints to Leveraging Customer Insights in the Financial Services Vertical
Current Use of Hosted/Cloud Contact Center Solutions in the Financial Services Vertical
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Financial Services Vertical
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Financial Services Vertical
Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Financial Services Vertical
Number of Vendors Sourced in the Financial Services Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Financial Services Vertical
Current Hosted/Cloud Contact Center Providers in the Financial Services Vertical
Future Hosted/Cloud Contact Center Providers in the Financial Services Vertical
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Financial Services Vertical
Customer Care Outsourcing Adoption in the Financial Services Vertical
Customer Care Functions Currently and Planned to be Outsourced in the Financial Services Vertical
Currently Outsourced Customer Care Functions in the Financial Services Vertical
Customer Care Functions Planned to be Outsourced in the Financial Services Vertical
Contact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Financial Services Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Financial Services Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Financial Services Vertical
Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Financial Services Vertical
Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Financial Services Vertical
Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Financial Services Vertical
Current and Future Proportions of Outsourced Contact Center Seats/Agents in the Financial Services Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Financial Services Vertical (continued)
Locations of Current and Expected Outsourcing in the Financial Services Vertical
Locations of Currently Outsourced Contact Centers in the Financial Services Vertical
Locations of Contact Centers Planned to be Outsourced in the Financial Services Vertical
Average Number of Outsourcers Currently Used and Planned to be Used in the Financial Services Vertical
Current and Future Outsourcer Selection Considerations in the Financial Services Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Financial Services Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Financial Services Vertical
Restraints to Using a Third-party Provider in the Financial Services Vertical
Key Takeaways
Key Takeaways (continued)
Legal Disclaimer
The Frost & Sullivan Story
Value Proposition—Future of Your Company & Career
North America and Europe Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Related Research
Popular Topics
No Index | No |
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Podcast | No |
Author | Ashwin Iyer |
Industries | Information Technology |
WIP Number | NE54-01-00-00-00 |
Is Prebook | No |