My Customer

MAY 26, 2023

Five years since GDPR enforcement started in 2018, the Irish data protection regulator issued the heftiest fine levied so far: €1.2 26th May 2023 By Forrester Independent research and advisory firm

Data 52

Data 52

Clarivate

APRIL 24, 2023

Pharmacy giants battle to bulk up with provider group buys CVS Health rattled the healthcare industry when it acquired one of the nation’s top insurers, Aetna, in 2018, and the giant retailer continues to make waves. In January 2023, VillageMD acquired Summit Health for $8.9 billion (with investments from Cigna’s Evernorth subsidiary).

Healthcare 89

Healthcare Marketing Insurance Groups 89

CSM Magazine

NOVEMBER 4, 2022

The American Customer Satisfaction Index reported that customer satisfaction levels have dropped by 5% since 2018—the largest descent in the 28-year history of ACSI. When asked what their biggest fear for 2023 was, respondents indicated that employee mental health suffering was identified as the top concern, at 28%.

Tips 93

Tips Customer Service Management Comparison 93

CSM Magazine

JUNE 22, 2023

The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50. Routes viewed on a map show the start and end location of the route and all the route stops, with job information shown including job start times, job reference and current job flag.

Travel 52

Travel Customer Relationship Management CRM System 52

CSM Magazine

OCTOBER 4, 2023

Manual certificate management is on its last legs in 2023. That window was cut short to 3 years in 2015, then 2 years in 2018, and finally to just 13 months in 2020. Before 2015, IT teams had the luxury of time on their side – once you issued a certificate, you didn’t have to worry about it for the next 5 years.

Management 59

Management Ecommerce System Sales 59

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. According to a study from Juniper Research , by 2023 chatbots will: – Provide operational cost savings of $7.3 This will all change in 2022 as more organizations make the leap to AI. billion globally in banking. Save banks 862 million working hours.

Financial 226

Financial Trends Customer Experience Chatbots 226

CSM Magazine

AUGUST 30, 2023

Some believe that it could go as high as $0.088 by 2023 and then exceed $0.13 After migrating from Ethereum in 2018, it’s the VeChainThor blockchain that’s behind this project. VET Price Forecast After comparing different sources, it’s safe to say VET isn’t likely to make big progress in 2023. in 2026 and at $0.50 It reached $0.27

Comparison 52

Comparison Financial Consulting Marketing 52

Centercode

AUGUST 20, 2019

Between 2018 and 2019, the forecasted number of smart home products shipping to consumers leapt from 643.9 The International Data Corporation (IDC) expects that number to grow around 17% every year until 2023. million last year to 840.9 million by the end of this year.

How To 52

How To Consumers Industry Data 52

ShepHyken

JUNE 13, 2022

This grew to 29% by 2018. 4 Things Customers Want in 2023 by Salesforce. It’s not an article, but a short video from our friends at Salesforce sharing the four things customers want in 2023. In fact, the subscription-based business model has been around since the 1770s. Salesforce) “What do my customers want?”

Customer Service 67

Customer Service Sports Customer Journeys Government 67

TechSee

JANUARY 25, 2023

Top Field Service Management Influencers in 2023 John Carroll, CEO, Service Council Bob Feiner joined Dell Technologies in 1999 and currently serves as Senior Vice President of Dell EMC’s Global Deployment and Field Services business.

Management 41

Management Automotive Leadership Effort Score 41

Clarivate

MAY 31, 2023

According to BioWorld data, biopartnering deal values for 2022 were the second-highest recorded, while the number of transactions was the lowest since 2018. Its March 2023 deal to buy Seagen for $43 billion complements its cancer portfolio with ADCs and, unlike many other preclinical deals in 2022, a late-stage development program.

Healthcare 52

Healthcare Innovation Analytics Resources 52

Gainsight

APRIL 26, 2023

Before we take a walk down memory lane, don’t forget to secure your spot at Pulse 2023 today to help us chart a durable future for CS, SaaS, and beyond. After six years of hosting the customer success community in London, Pulse Europe 2023 is coming to the Passenger Terminal Amsterdam, November 15–16. From our party on the U.S.S.

Industry 52

Industry Conference Fashion Customer Success 52

Clarivate

MAY 11, 2023

Despite the availability of multiple DMTs in the Western markets, there was a dearth of DMTs in Mainland China before 2018. 2] Opinion on the list of new drugs marketed overseas urgently needed in China , August 2018. [3] 3] First list of overseas new drugs urgently needed in clinical practice , November 2018. [4]

Tourism 52

Tourism Guidelines Gamification Healthcare 52

SurveySparrow

MARCH 19, 2024

Video Marketing for Lead Generation According to CISCO, between 2018 and 2023, 82% of internet traffic came from video viewing or downloading. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.

Video 95

Video Strategy Marketing Social Media 95

Forrester's Customer Insights

AUGUST 29, 2019

billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Forrester expects global social advertising spend to reach $165.6 Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend.

Advertising 50

Advertising Social Media Marketing Customers 50

West Monroe

APRIL 9, 2023

But aspects of Dodd-Frank were rolled back in 2018 via The Economic Growth, Regulatory Relief, and Consumer Protection Act ("EGRRCPA")—which effectively relieved banks under $250 billion in assets of stricter stress-testing requirements. Fast forward to March 2023: two midsize banks collapsed in the span of three days.

Banking 52

Banking Government Financial Meeting 52

Forrester's Customer Insights

FEBRUARY 26, 2019

In our most recent effort, “The US Digital Marketing Forecast, 2018 To 2023,” my forecast analyst colleague, Brandon Verblow, and I found that spend on search marketing, banner and outstream video, instream video, […]

Video 45

Video Marketing 45

Forrester's Customer Insights

NOVEMBER 29, 2018

Of these, 272 million (47%) are online and 144 million will make purchases online in 2018, making the region a magnet for investment by online retailers and venture capital firms. Southeast Asia (including Indonesia, Singapore, Malaysia, Thailand, the Philippines, and Vietnam) is home to 574 million people.

Retail 43

Retail B2C Ecommerce 43

West Monroe

MARCH 7, 2024

These attacks, along with a 50% increase in ransomware attacks in the industrial sector in 2023, stress the need for strong cybersecurity measures. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. The NIST 2.0 The NIST 2.0 There were two notable changes in the NIST CSF 2.0:

Industry 40

Industry Government Leadership Healthcare 40

Clarivate

JANUARY 19, 2024

Annya Dushine, Senior Director, IP Consulting “In terms of trademark activity, 2024 is likely to be in line with volumes that we have seen in 2023, with filing activity at most trademark registers growing moderately (3-5%) and renewal volume increasing by around 5%. This will be a game-changer.”

Industry 59

Industry Wireless Trends Financial 59

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 A post shared by ASOS (@asos) on May 17, 2018 at 11:57pm PDT. The global ecommerce market continues to present a massive opportunity for retailers. According to eMarketer , the global ecommerce market is expected to grow by 20.7%

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. That’s up from 25% in 2018. My Comment: Have you wondered just how far AI (artificial intelligence) and IA (intelligent automation) have impacted customer service? What about customer service jobs? Will they be eliminated?

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

West Monroe

MARCH 19, 2024

Between 2018 and 2022 , the U.S. PSPS programs are prevalent in wildfire plagued California and in the aftermath of the August 2023 wildfires, Hawaiian Electric has begun discussions with government, emergency response, and community stakeholders to determine how a PSPS program can be designed and implemented.

Strategy 40

Strategy Government System Technology 40

Beyond Philosophy

SEPTEMBER 13, 2018

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. AT&T, Verizon, T-Mobile, and Sprint all have plans to use the latest and greatest generation at the end of 2018 and early 2019. People want faster mobile broadband service, too. is expected to spend around $2.3

Wireless 83

Wireless Telecommunications Brands Loyalty 83

Forrester's Customer Insights

JULY 17, 2018

billion in 2018. Estimates of the cost of fraud vary widely, but almost everyone agrees that the cost is huge and appears to be increasing. Looking just at eCommerce, Forrester predicts that US and Western European eCommerce fraud will reach $18.6

Ecommerce 26

Ecommerce Management Marketing Report 26

Ecrion

JANUARY 16, 2020

In 2018, 281 billion emails were sent and received each day around the world. This number is expected to increase to over 347 emails each day in 2023. EDM marketing is one of the best ways to reach potential customers. Although many of your potential clients will be on social media, they won’t all be.

Marketing 81

Marketing Social Media Advertising Case Study 81

BirdEye

FEBRUARY 21, 2023

YouTube statistics General stats As of 2023, there are about 2.6 From 2018 to 2020, TikTok’s U.S. Reports show that nearly 5 billion people use social media around the world as of January 2023. As of January 2023, Facebook is the most used social media platform. Need help getting verified on Instagram? There are 4.76

Social Media 98

Social Media Marketing Advertising Video 98

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. Predicts 2019: CRM Customer Service and Support”, Olive Huang et al December 13, 2018. 1] Gartner, Inc.,

Self Service 46

Self Service Contact Center CRM Connections 46

ProProfs Chat

NOVEMBER 29, 2019

In 2018, the customer satisfaction rate with live chat usage stood at 83.1 83% was the average customer satisfaction rate of live chat interactions in 2018 and is likely to grow in the coming years. million by 2023. In 2018, customers spent an average of 713 seconds (or 11 minutes and 53 seconds) on live chats.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Fox Metrics

JUNE 25, 2020

It became popular on Facebook in 2018 and 2019 and has grown to become a sophisticated marketing tool that provides personalized and optimized customer experience. billion by 2023. Personalizing your marketing is the surest way to attract visitors and convert them to customers. Progressive Web Apps (PWAs).

Trends 111

Trends Marketing Social Media Advertising 111

Eptica

APRIL 20, 2017

According to a report from Research Nester, 36% of IoT spending will be in Asia, with investment growing at over 10% per year up until 2023. Already car maker Tesla remotely updates the software in its cars, in the same way that a smartphone app or operating system automatically downloads the latest version.

Customer Service 50

Customer Service Wireless Connections Exercises 50

UJET

JUNE 19, 2019

According to Gartner’s April 26, 2019 Forecast Analysis: Contact Centers, Worldwide report (available to Gartner subscribers), “in 2023, 40% of contact center interactions will be fully automated by using AI, machine learning and self-service, up from around 25% in 2018.”

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

Gainsight

JUNE 4, 2019

In 2018, over 281.1 But, s the volume of emails your customers receive increases, the effectiveness of this communication vehicle declines. billion emails were sent daily and the number is projected to increase to reach 347.3

Communication 63

Communication Guidelines Engagement Interaction 63

North Highland

DECEMBER 18, 2018

When combined with recent fuel volatility of 41% during 2018 , carriers have experienced a 30% year over year cost increase to $2.32 Despite attempts to widen the candidate pool by lowering the interstate commercial truck driving age to 18 nationally , cost inflation in the domestic freight industry continues to outpace increases in demand.

Transportation 40

Transportation Industry Retail Financial 40

datastax

JULY 23, 2019

billion by 2023—quite the uptick from the $44.6 billion the market realized in 2018. . Enterprises want the best of both worlds, which is why they’re increasingly adopting hybrid and multi-cloud strategies to take advantage of what both public and private cloud providers have to offer and build powerful, modern applications.

Strategy 40

Strategy eBook ROI Data 40

Oracle

MAY 28, 2021

P&G (once the world’s biggest advertiser) made headlines in 2018 by revealing that they were able to cut $200 million in digital ad spend while increasing their reach by 10%. Juniper Research forecasts that $100 billion will be lost to ad fraud by 2023. The threat is expensive. Not all invalid traffic is ad fraud.

Advertising 52

Advertising Financial Policies Industry 52