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

  • ID: 4418534
  • Report
  • September 2017
  • Region: Europe
  • 73 Pages
  • Frost & Sullivan

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Actionable Strategies and Tactics to Accelerate Growth in a Transforming Market

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 the 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.

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1. Executive Dashboard

  • 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

2. Growth Environment - Market Overview

  • Customer Markets
  • Market Definitions
  • Europe Customer Management BPO Landscape
  • Drivers and Restraints
  • Forecast Assumptions

3. Market Forecasts

  • Revenue Forecast by Service Platform
  • Revenue Forecast by Industry Vertical
  • Revenue Forecast by Service Function
  • Revenue Forecast by Region
  • Market Share by Revenue

4. Visioning Scenarios

  • Macro to Micro Visioning
  • Trends/Factors Impacting the Customer Management BPO Market
  • Top Predictions for the Customer Management BPO Market

5. Growth Pipeline

  • Levers for Growth

6. Vision and Strategy - Growth Opportunities

  • 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

7. Brand and Demand - Growth Opportunities

  • 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

8. Growth Opportunities Matrix

  • Identifying Your Company’s Growth Zone
  • Growth Opportunities 1-15 - Vision and Strategy
  • Growth Opportunities 16-29 - Brand and Demand
  • Growth Opportunities Matrix

9. Growth Strategy and Implementation

  • Growth Strategies for Your Company
  • Prioritized Opportunities through Implementation

10. Appendix

  • Abbreviations and Acronyms Used

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