Contact Center Solutions Featured Article

Kennedy Study Finds CSI Growing Field

October 16, 2009

Peterborough, N.H.-based Kennedy Consulting Research & Advisory has reportedly released research detailing the failure of traditional customer relationship management technologies to act as the proverbial silver bullet for improving customer interactions, and how that has led to the rise of customer strategy and interaction consulting.

The report, "Customer Strategy and Interaction Consulting Marketplace 2009-2012: Key Trends, Profiles and Forecasts," defined the "burgeoning" CSI practice area as "the definition of customer-centric strategic goals and execution of operations processes that leverage information technology to capitalize on customer insight." 
 
That, and the desire to get a cool TV show named after it. "CSI – Peterborough."
 
This services evolution is evidenced by consulting practices centered on the concept of the "customer," which include market strategy, customer insight, experience, and strategy and pricing and customer segmentation.

Clients pursuing these services, in particular, should check out capabilities before committing to a provider, company officials say: Erick Burchfield, associate director, Kennedy Consulting Research & Advisory and lead analyst, said as an emerging market, "CSI consulting comprises a relatively small portion of the global consulting market, yet demand is expected to grow approximately three times faster than the overall market over the 2008-2012 forecast period."
 
Kennedy's research found that the CSI consulting market is highly fragmented -- "one in which both large, multinational firms and niche firms have a stake. Larger firms tend to focus on customer-facing technology."
 
Research analysts say that there is "significant opportunity" for niche firms to capture market share from large, global practices, "particularly when it comes to the soft side of CSI, such as customer experience management."

Firms horning in on the CSI market include the usual suspects -- Accenture (News - Alert), A.T. Kearney, Bain, Deloitte, Fujitsu America, IBM, McKinsey & Company, The Boston Consulting Group, Roland Berger Strategy Consultants, et al.

The research also details the competitive landscape, including top-five ratings by practice type -- global, niche, customer strategy, pricing, customer interaction management, marketing sales and service management, customer-based IT enablement, and customer intelligence (data) services.

Earlier this year, TMCnet’s Brendan Read reported that since, according to CSI best practices, "anticipation is key to effective response," Chordiant (News - Alert) released the Chordiant Cx Visual Business Director.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Amy Tierney

Article comments powered by Disqus

Related Contact Center Solutions Articles

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!