CX & NPS® Trends for 2020 – Influencers Edition


The post CX & NPS® Trends for 2020 – Influencers Edition appeared first on CustomerGauge. Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […].

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Bringing Your #VoC Program up to 2020 Standards

CX Journey

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation.

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator


Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog

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China’s Tech Market Will Grow by 4% in 2019 and 7% in 2020

Forrester's Customer Insights

Growth in China’s technology market will slow in 2019 due to geopolitical tensions and economic pressures but will rebound in 2020. Our just-published China Tech Market Outlook, 2019 To 2020 report forecasts that business and government purchases of technology goods and services will grow by 4% in 2019 and 7% in 2020 in US dollar […].

11 Customer Experience Technology Trends To Watch For Through 2020


Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow. IT technology trends customer experience trends digital innovation

Uncovering 2020 Digital Experience Priorities: It’s That (survey) Time of Year!

Forrester's Customer Insights

This week we launched our annual panel survey on Digital Experience (DX) priorities, challenges and strategies. If you’re a leader, decision-maker, or influencer of your enterprise DX strategy, we’d love to have your input: [link] take the survey?

What actions will have the greatest impact on your customers?

CX Advantage Walker

We asked this question through our Customers 2020 research. Customer Centric Customer Experience Strategies Customer Focused Innovation Customers 2020: Unfiltered CX Customer Strategy Engaging the Enterprise culture customers 2020 digital innovation

How to Structure Your Customer Service Team


By 2020, customer experience is expected to become a main differentiator between brands , even overtaking products and pricing. HR Management for CX

Big Data – Breaking the Silos


Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. Editor’s note: This was originally posted on Document Strategy’s website here.

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Top 2016 Customer Service Trends for Contact Centers Who Want to Keep Their Customers


The writing is on the wall: By 2020, see fast resolution as their #1 need. The hottest trend in business today is what your call center is all about: extraordinary customer service. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More. Jacada Blog

Has Intelligent Assistance Entered the Trough of Disillusionment?


A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned.

The Next Generation of Customer Success Leadership


Customer Success in the 2010s vs. Customer Success in 2020—and beyond. As CEOs and CS teams go through this transition, both sides are trying to determine the type of leadership needed for this “2020” phase. So how do you sort out 2010 leaders from 2020?

Webinar: Study reveals why brands struggle with CX


Customer experience is forecast to surpass price and product as the key brand differentiator by the year 2020. 4th Mar 2019. But new research reveals. Neil Davey. Managing editor

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Phones Are Important, But Live Chat is the Service Channel for Millennials

Win the Customer

According to a report by Accenture, purchases made by millennials will comprise 30% of retail sales by 2020. Industry surveys show that 63% of millennials prefer to have their basic customer service and support questions answered via live chat over traditional contact channels.

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The battle for superb CX: reasonable vs memorable


Given that 85% of customer interactions will be online by 2020 , the conversation naturally gravitated towards the interconnectedness between employees and customers, the importance of engineering experiences and listening to customer feedback to achieve set goals. “It’s

Enterprise Connect 2017: Contact Center Round-up


Contact Centers 2020 : This session was part of a special conference-within-a-conference called Communications & Collaboration 2020. There’s every reason to believe that this reality will continue through 2020 and beyond.

The Customer Support Equation: Finding the Balance Between Humans and Bots


found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020. Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?”

AI Chatbots Vs. Human Powered Live Chat: Which is Winning the Customer Service Game?

Provide Support

Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. A survey by Oracle found that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020.

16 Stunning Statistics that Forecast the Future of the Internet of Things

Tricia Morris

When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous character once. Blog Enterprise Technology

Infographic: For horror, press 1: The IVR that ate CX


AI is the top trend among CIOs in 2019, and 80 percent of organizations want to use chatbots by 2020, according to Gartner – even as customers clamor for more human contact. When customers call support for help, they’re already facing problems.

Why a VOC program is vital to your B2B business – by Kimberly Holbrook


In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020.

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Report: Engaging Millennials in the Workplace

Experience Matters

Here’s the executive summary: Common estimates predict that the Millennial generation—those born between 1980 and 2000—will make up 60% of the workforce by 2020.

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How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

Analysts predict that by 2020, 85% of a consumer’s relationship with a business will be managed without interacting with a human. A study by comScore predicts that by 2020 at least 50% of all web searches will be done by voice command.

Are You Up to Date on Customer Thresholds for Service Delivery?

Wired and Dangerous

By 2020 customer experience will overtake price and product as the main differentiator between competitors. We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse drawn buggies off the road.

The Three Fs From MWC Barcelona

Forrester's Customer Insights

But practically speaking, 5G won’t be relevant to most consumers and companies until at least 2020, and it will take through 2023 to reach widespread network […]. MWC Barcelona is a wrap. The biggest theme of the event was the breathless anticipation of the benefits of the 5G networks, which are in early deployment this year.

Proving the Value of a CX Strategy to Your Executive Team


According to Harvard Business Review, 73% of businesses agree that being able to deliver a reliable and positive customer experience is absolutely critical to their growth and success today, and nearly all (93%) organizations agreed that it will be their key differentiator by 2020.

Why Smart Tech Companies are Focusing on Baby Boomers

QuestionPro Audience

CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion. There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S.,

Top 10 Best Guides for Digital Customer Experience Experts


According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’.

The 3 Hottest Trends Impacting Outsourced Customer Care


By 2020, 85% of all customer interactions will be handled without a human agent. ”. By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. ”.

How are Omnichannel and Artificial Intelligence Changing Quality Management?


In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges.

16 Stunning Statistics that Forecast the Future of the Internet of Things

Tricia Morris

When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. trillion by 2020, marking a compound annual growth rate of 16.9%. –

Will omnichannel someday die out because of Big Data?

Customer Bliss

Consider this: in 2020, it’s possible 1.7 If you do the full math on that, the total volume of data globally in 2020 might be around 44 zettabytes. After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel.

Big Data Is Turning the Spotlight on This Key Executive


Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. Editor’s note: This was originally posted on Document Strategy’s website here.

Respect Your Customers with a United “You Know Me” Experience

Customer Bliss

PriceWaterhouseCoopers says that by 2020, the demand for that one-company, omni-channel experience will be amplified by the need for near-perfect execution for our customers.

3 Ways Digital Twin Technology is Transforming Customer Support


In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities.

CMO Perspectives (13th October, 2015)

Customer Interactions

While Tony Bodoh [] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” ​In this week’s CMO Perspectives, we feature Tony Zambito [] talking about three new perspectives to consider for customer journey mapping. Enjoy

Delivering on the Promise of Customer Experience

Answer Dash

In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator. (This article is originally published at Retail Info Systems Magazine ) In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. For many retailers, customer experience is synonymous with customer satisfaction and customer service.