Cus­tomer Ex­pe­ri­ence to Get Re­de­fined

Voice&Data - - COLUMN -

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.

De­vel­oped mar­kets:

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

Emerg­ing coun­tries:

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.

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