Service on-demand: The future of customer service<\/i><\/a> sponsored by Genesys, is based on a survey of 200 corporate executives and 75 third-party providers of customer-service products in Asia Pacific.<\/p>\nThe report finds that only 35% of providers believe customer service is ripe for disruption. This is despite the fact that only 12% call their own company\u2019s overall offering and channels \u201cvery successful.\u201d Indeed, 45% say they are, at best, \u201cneither successful nor unsuccessful.\u201d<\/p>\n
Yet nine-in-ten corporate executives involved in procuring service platforms for their firms say customer service is an important investment priority for their companies. Four-fifths say that their organization will invest in an on-demand offering if it becomes available in their industry.<\/p>\n
The different in perspectives means that if and when the Uber or AirBnb of the customer-service industry emerges, eager buyers are prepared to flock to it, while incumbent customer-service platforms may struggle to adapt to new mindsets and business models.<\/p>\n
Charles Ross, the editor of the report, said: \u201cThere\u2019s no way to predict disruption, but if customer-service providers don\u2019t get serious about it, they may miss the on-demand wave that most of their customers predict will be fundamental to their industry in the years to come.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
Technological disruption of customer-service functions is inevitable in Asia Pacific, where executives believe an on-demand model will be a defining factor of successful companies, according to a new report from The Economist Intelligence Unit (EIU). The report, Service on-demand: The future of customer service sponsored by Genesys, is based on a survey of 200 corporate […]<\/p>\n","protected":false},"author":6,"featured_media":7736,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[2288,4471],"class_list":["post-23019","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-headlines","tag-customer-service","tag-on-demand-service"],"_links":{"self":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/23019","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/comments?post=23019"}],"version-history":[{"count":0,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/23019\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media\/7736"}],"wp:attachment":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media?parent=23019"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/categories?post=23019"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/tags?post=23019"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}