Help yourself in the future

A few years ago, customer service excellence was all the rage. Now smart companies are using technologies to move to self-service, placing the onus on getting things right the first time and substantially cutting the costs of service delivery. In a time poor world, if you don’t have a well-structured and organised CX strategy you’ll soon be passed by those that do.

What is changing?

Mobile consumers

  • Mobile devices will become an ever more important self-service tool.
  • Within an airport setting, an instrumented passenger will use a smartwatch for notifications and way-finding, and will interact with an array of robots including self-service bag drop machines, robotic butlers to handle luggage, and even robotic valets to park his or her car.
  • Some 62% of passengers are expected to use self-service and bag drop tools at airports by 2017.
  • IT will need to recognize the full range of different needs and ensure that the full technology stack or services are available to address the self-serviceneeds of user groups.
  • Train companies will begin labelling self-service ticket machines to provide better information for passengers on the range of tickets that each machine sells.
  • Smart communication tools in banking will let the customer connect across multiple channels (e.g., call center, self-service, email, text, video) and switch between them seamlessly.
  • 200,000 vending machines and self-service terminals will now support Apple Pay.

Analytics

  • There will be an expansion of big data analytics with tools to make it possible for managers and executives to perform comprehensive self-serviceexploration with big data when they need it.
  • Self-service analytics will take center stage.
  • IT departments will embrace the self-service analytics programme.
  • The use of social media monitoring technologies by customer services teams will increase nearly 2x in the next 12-18 months.
  • Spending on self-service visual discovery and data preparation tools will grow 2.5x faster in 2016 than traditional IT-controlled tools.

Workforce

  • In 2016, people will seek empowerment across the data continuum, especially as more millennials enter the workforce.
  • A growing service will be high-touch health concierge services, being adopted by over one-fourth of large employers.
  • Employees will increasingly input their own data into self-service systems.
  • Self-service data preparation will become an increasingly important component of a pervasive modern BI platform deployment.
  • Most supermarket cashiers will not have alternative tasks to fill their time if the customers are using self-service checkouts (apart from those helping customers struggling to use the machines).

Business

  • It is likely most consumer services (banking, food, retail, etc.) will move to more and more self-service delivery via automated systems.
  • IBM Watson will empower a brand’s customer service agents to provide fast, data-driven answers via phone or online – or sit directly in the hands ofconsumers who prefer on-the-go self service via mobile device.
  • There will be a continued shift away from branches into digital and self-service offerings.
  • Instagram announced said it will soon allow advertisers to buy carousel ads on a self-service basis
  • There will be a shift towards self-service technologies like software as a service (SaaS) and cloud platforms.
  • The new smartphone-enabled self-service technology will be an important selling point for hotels in the future.
  • Institutions will be rewarded by gaining intimate customer knowledge that can be used to improve revenues and communication.
  • 2016 will see a much bigger emphasis on self-sufficiency and automation as firms looks for new ways to reduce the drain of business-as-usual maintenance on their busy IT functions.
  • Self-service BI and data discovery will drive the number of users using the BI solutions to rapidly expand.
Implications

Brands

  • Brands expect self-service interactions to increase from an average estimate of 37 per cent to 61 per cent over the next five years yet only 22% ofbrands report having a well-structured and organised CX strategy.
  • Travel brands’ social media presence will no doubt increasingly become a cheaper substitute for actual human assistance.
  • Brands are worried that providing no direct-contact with customers will impact loyalty.
  • Organizations will begin to investigate what governance means in a world of self-service analytics.
  • Primarily self-service branches will increase advisory services and provide new revenue opportunities for financial institutions.

Citizens

  • Future shoppers will rely more and more on their phones as a way to shop, pay, and get help and information about products while in traditional retailsettings.
  • Customers will be encouraged and coached to frequent self-service digital cafes.
  • Empowered citizens will eventually have more agile and responsive public services.
  • With mobile payments waiting and long queues could be a thing of the past.
  • Patients will pick when and where they want to access healthcare services that are convenient for them.

Media

  • Forrester Research predicts the use of online video for both sales and service will increase significantly in 2015.
  • There will be self-service information for the masses delivered not through tools but through purpose-built interfaces and apps.
  • 70% expect a company website to include a self-service application.

Drivers
self-service | self-service analytics | customer | technology | consumers | machines | ads | video | retail | market | brands | support | passengers | deployment | cloud | delivery | empowerment | transactions | social media

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