I am currently in Mexico at the 3rd Global Contact Forum held in Mexico City. Great city. This is my third year of doing a keynote here and it provides me with an excellent opportunity to learn about the Central and Latin American customer service markets. Quick summary:
The other key note speaker was Daniel Sieberg, Marketing Head at Google and author of the book, the Digital Diet. Daniel warns about the need to not be connected digitally all the time and suggests ways or 'diets' for digital. His philosophy:
Swami Swaminathan, CEO, Infosys, did a great presentation on how he as a leader of a huge multi-national creates an effective and efficient organisation. He argues that successful businesses ignore focusing on market share but drive profit through differentiation and investing in people. Swami quoted his Chairman as saying at the end of each day "Our best assets just walked out the door, make sure that they come back tomorrow."
Quick stats from me:
Mexican contact centre industry is about 360,000 seats, with about 49,000 outsourced and the industry grew 11% in seat size in the last 12 months.
On average Mexican consumers use 4.75 channels to interact with organisations (compared to 3.21 in the US)
62% of Mexican consumers would prefer to use a non-voice/phone channel
72% of Mexican consumers would happily use a smart phone app as a customer service channel (compared to 40% in the US)
Keith Fiveson talked about social media and noted that in lieu of Porter’s traditional 4 Ps of business - Product (or Service), Place, Price and Promotion - the 3 Ps of social media are:
Off for Mojito.... ;)