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Liz is HR Technology and Services Research Director at NelsonHall, with global responsibility for key HR research projects including Cloud-Based HR Transformation, Cloud-Based Benefits Services, HCM Technology, EoR, Global Payroll and The Future of HR, as part of NelsonHall's wider HR Technology & Services practice.
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Please visit NelsonHall's HRO Insight blog for further updates from our analysts daily
published on Jun 11, 2020
NelsonHall's market analysis of CX Services in Telecom and Media consists of 89 pages.
NelsonHall's "CX Services in Telecom and Media" report is a market assessment report designed for:
The report is based on interviews with CX services providers and clients. It analyzes the worldwide market for CX services in telecom and media and addresses the following questions:
The CX services market (excluding collections) in telecom and media is ~36% of the global industry, remaining the largest industry by revenue. It is growing below the market average through 2024. U.S. is the biggest market, followed by major European markets such as the U.K. and Germany. The Middle East, Africa, and the APAC region are the fastest growing.
COVID-19 related disruptions, including CX services supply shortage and the expected economic recession, cause headwinds to the already declining growth of the telecom industry. On the other end, certain segments of media such as online advertising, video streaming, and gaming poise sizable opportunities
Key client needs from outsourced CX services are for risk mitigation through delivery diversification, including a meaningful shift to WAH; cost optimization through self-service and automation; and customer satisfaction improvement resulting from technology intervention and process redesign.
The main challenges for telecom and media clients to achieve transformational benefits in CXS are the legacy infrastructure and complex supplier and support environments. For vendors, the biggest barriers to CX transformation are the limited scope of outsourced work and the need for advanced commercial terms.
Digital channel adoption is the highest in the vertical, with telecom and media clients looking to add emerging channels such as in-app chat, messengers, and voice assistants.
The current maturity of self-service in the sectors is increasing, often becoming the center of CX transformation plans. Cognitive bot deployments are predominantly over text with few virtual voice assistants in pilot.
published 2020-07-28 | Project by Ivan Kotzev