Customer Experience to Get Redefined
Head of India and South West Asia Business, Amdocs
The year 2016 will accelerate ‘Digital Transformation’ in true sense, with our lives and our surroundings becoming digitally integrated and multi-dimensional. From communication, to shopping, to banking, to entertainment, to healthcare, and education—everything will witness a digital transformation and this will be key for enabling massive efficiencies and delivering superior customer experience across industries. Customer experience will be defined by:
Connectivity, virtualization and cloud continue to reshape industries with continued shift from physical to virtual: networks, new combinations of physical and virtual (retail), resulting in new streamlined services.
The continued evolution and rise of ecosystems will enable the interoperability required by digital world.
Who’s looking after us? Security emphasis to address increased data vulnerability.
Finally connecting the dots and ending consumer frustration: 2016 will finally be the year of successful omni-channel.
Customer would start getting consistent experience across devices/channels and location.
2016 will be an important year for virtual reality community with enough opportunities for consumers to use them.
Building better products for the next generation of customers (Millennials) Continuing race to nail new services: Who will reach the most consumers first, existing players or new ones?
Video made to order: reaching out to cord-cutters, and cord-nevers while retaining customers.
Consumers look to subscribe to a service bundle cut to size (and budget), interactive and available on any screen: TV, PC, tablet, smartphone, game console, smart watch, etc.
WiFi to overtake wireless?
WiFi is fast, free and sometime the only network available in those hard to reach places. Service providers continue to incorporate Wi-Fi services (both voice and connectivity) to ensure retention and loyalty.
Mobile financial services: A market in disruption
Service providers and start-ups will target the international remittance market, looking to displace traditional players.
MFS adoption will increase as more NFC terminals are deployed and as the popularity of Apple Pay and Samsung Pay rises.
New “digital” and disruptive banking start-ups continue to target millennials
Peer-to-peer lending will gain more popularity
Increase in mobile money adoption Service providers will continue to partner with banks to bank the un-banked. Advanced Mobile Financial Services such as loans, credit, and insurance will become more main stream.