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

RELEASE DATE
27-Sep-2017
REGION
Europe
Research Code: K0B5-01-00-00-00
SKU: IT03489-EU-MT_20846

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT03489-EU-MT_20846

$4,950.00

$3,712.50 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

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

Related Research
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, Int
More Information
No Index No
Podcast No
Author Stephen Loynd
Industries Information Technology
WIP Number K0B5-01-00-00-00
Is Prebook No