Request a copy of the full research from marketing.apac@genesys.com

to understand how companies are preparing for on-demand customer service

On-demand customer service will separate successful firms from failing ones (66%) How are you preparing for the transition?

Benefits beyond cost reductionExpected benefits of on-demand customer service

Eager buyers, reluctant sellers

Barriers to adoptionLeading barriers to adoption of

on-demand customer service

Max Loosen, founder and CEO of Sendhelper La

ck o

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ills

am

ong s

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Lack

of on-d

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roduct

s or se

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es (

buye

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Com

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(buye

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Man

agin

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ith t

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Qual

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man

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of on-d

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s

27%

25% 25%24%

23%

Many telecom operators know

thatthey have to transform their

customer service and need new ideas

where they can be more efficient

Christian Viatte,CEO of Mila

On-demand is key

for success:

Buyers

58%Buyers

66%Sellers

35%Sellers

44%

New market entrants

are definitely where disruptive

innovations come from an

overwhelming majority of time.

Start-ups are usedto taking risks.

Improvedcustomer satisfaction

43%

Bettercompetitivepositioning

27%

Improvedcustomer retention

32%

Reducedoperating costs

23%

Better suited tomillennials

64%It’s not just about cost saving.

Everybody wants to differentiatewith customer service. What you gain

[from an on-demand model] is abetter customer experience maybe at

the same cost or, in some cases,a lower one.

Next steps for on-demand leadersEmbrace disruption On-demand customer service can bring a better customer experience with cost savings—the products aren’t available yet, but be ready when they are

Train people An on-demand customer service model will require a change in processes and technologies—staff will need to be trained to manage these changes

Improve technology Investment in new cutting edge technologies such as big data and AI will be needed to transition to an on-demand model

Customer service is ripe

for disruption:

Benefits of on-demand

outweigh the pain of change:

Buyers

67%Buyers

68%Sellers

35%Sellers

45%

We are monitoring

the competition:

82% expect on demand customer service to

be available in their industry in the next 3 years

80% of customer service buyers would invest

in on-demand customer service