Growth Opportunities in the European Customer Management BPO Market, Forecast to 2021

Actionable Strategies and Tactics to Accelerate Growth in a Transforming Market

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The Context of Europe’s EconomyThe 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,

Table of Contents

Executive DashboardPurpose of this Experiential Study5 Step Process to Transformational GrowthStrategic Imperatives for Customer Management BPO ProvidersGrowth Opportunities for Customer Management BPO ProvidersGrowth 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)Growth Environment—Market OverviewCustomer MarketsMarket DefinitionsEurope Customer Management BPO LandscapeEurope Customer Management BPO Landscape (continued)Drivers and RestraintsForecast AssumptionsMarket ForecastsRevenue Forecast by Service PlatformRevenue Forecast by Industry VerticalRevenue Forecast by Service FunctionRevenue Forecast by Region Market Share by RevenueVisioning ScenariosMacro to Micro VisioningTrends/Factors Impacting the Customer Management BPO MarketTop Predictions for the Customer Management BPO Market Growth PipelineLevers for GrowthVision and Strategy—Growth OpportunitiesGrowth Opportunity 1—Omni-channel CXGrowth Opportunity 2—Customer Experience AnalyticsGrowth Opportunity 3—Social Media MonitoringGrowth Opportunity 4—Social Customer EngagementGrowth Opportunity 5—Live ChatGrowth 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 ExperienceGrowth Opportunity 11—WebRTC ApplicationsGrowth Opportunity 12—Hosted/Cloud Contact CentersGrowth Opportunity 13—Work at Home Solutions Growth Opportunity 14—Industry Focus: HealthcareGrowth Opportunity 15—Industry Focus: RetailBrand and Demand—Growth OpportunitiesGrowth Opportunity 16—Innovation & TransformationGrowth Opportunity 17—Third Party ValidationGrowth Opportunity 18—Customer Lifetime Value (CLV)Growth Opportunity 19—Best-in-ClassGrowth Opportunity 20—Sales & Marketing Use CasesGrowth Opportunity 21—Industry Vertical MarketingGrowth Opportunity 22—BPO BenchmarkingGrowth Opportunity 23—Lead GenerationGrowth Opportunity 24—Inbound Marketing CapabilitiesGrowth Opportunity 25—Outbound Marketing PrioritiesGrowth Opportunity 26—Social Media MarketingGrowth Opportunity 27—Channel MarketingGrowth Opportunity 28—Sales Enablement ContentGrowth Opportunity 29—Upsell and Cross-sell OffersGrowth Opportunities MatrixIdentifying Your Company’s Growth ZoneGrowth Opportunities 1–15—Vision and StrategyGrowth Opportunities 16–29—Brand and DemandGrowth Opportunities MatrixGrowth Strategy and ImplementationGrowth Strategies for Your CompanyPrioritized Opportunities through Implementation Legal DisclaimerAppendixAbbreviations and Acronyms Used




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