Tag: Customer relationship management

Customer experience management is top IT priority for telcos in 2014

ovumCustomer experience management (CEM) has emerged as the top driver of telco IT investments in 2014, according to Ovum’s ICT Enterprise Insights. Telco IT spend is expected to reach US$60.7b by 2017, with investments geared towards telecoms infrastructure (cloud platforms, server virtualisation and BSS/OSS systems to support LTE implementations) and online channels to support customers’ increasingly digital lifestyles.

In the largest survey of senior IT executives ever conducted, Ovum reveals a long-term shift in spending towards customer-oriented systems and on improving customer satisfaction within the telecoms industry.

Survey respondents identified multi-channel integration and service personalisation as top areas of focus in the next 18 months, with 67 percent and 61 percent planning to increase spending in these two areas, respectively. Elsewhere, business intelligence and advanced analytics (predictive or big data analytics) will be key for operators — more than 80 percent of respondents will deploy these at the network level in an attempt to offer an enhanced connected experience with predictable, consistent, and relevant services at each point of interaction in the customer lifecycle.

Philippines CRM outsourcing market still attractive

ovumThe Philippines continues to be one of the most attractive destinations for outsourcing, fuelled largely by competitive price points and significant pools of labour with English language skills, according to Ovum.

New research focused on CRM suppliers in the Philippines found potential within the industry as a non-voice and non-English-speaking delivery center. Furthermore, as the country’s economy continues to expand, outsourcers will see greater opportunities to serve the increasingly sophisticated domestic market.

“Following our visit to the country and our on-the-ground research, it is clear to us that the Philippines will remain one of the powerhouses among offshore front-office outsourcing destinations,” said Margaret Goldberg, Associate Analyst, IT Services at Ovum and co-author of the report. “The combination of a significant cultural disposition towards customer service and affinity to Western cultures, strong English language capabilities and competitive price points will ensure that the outsourcing industry in the country will continue to see strong growth for years to come.”

Gartner adjusts worldwide IT spending projection downwards to 2% growth this year

GartnerGartner has adjusted its worldwide IT spending forecast for 2013 downwards to US$3.7 trillion in 2013. Last quarter, the research firm predicted a 4,1 percent increase compared to 2012 but that projection has been sliced by half to 2 percent. This reduction takes into account the impact of recent fluctuations in US dollar exchange rates. 

The Gartner Worldwide IT Spending Forecast is the a leading indicator of major technology trends across the hardware, software, IT services and telecom markets. For more than a decade, global IT and business executives have been using these highly anticipated quarterly reports to recognise market opportunities and challenges, and base their critical business decisions on proven methodologies rather than guesswork.

“Exchange rate movements, and a reduction in our 2013 forecast for devices, account for the bulk of the downward revision of the 2013 growth,” said Richard Gordon, Managing Vice President at Gartner.

Gartner: Worldwide IT spending to reach US$3.7 trillion in 2013

GartnerWorldwide IT spending is projected to total US$3.7 trillion in 2013, a 4.2 percent increase from 2012 spending of $3.6 trillion, according to the latest forecast by Gartner. The 2013 outlook for IT spending growth has been revised upward from 3.8 percent in the 3Q12 forecast.

Gartner analysts said much of this spending increase is the result from projected gains in the value of foreign currencies versus the US dollar. When measured in constant dollars, 2013 spending growth is forecast to be 3.9 percent.

The Gartner Worldwide IT Spending Forecast is the leading indicator of major technology trends across the hardware, software, IT services and telecom markets. For more than a decade, global IT and business executives have been using these highly anticipated quarterly reports to recognize market opportunities and challenges, and base their critical business decisions on proven methodologies rather than guesswork.