2020: Consumer Trends for the Auto Industry

Brandwatch CX

Consumer Trends 2020

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! The post Enjoy the Super Saver Rate for Interactions 2020 appeared first on NICE inContact Blog.

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

360Connext

What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? But first, let’s talk about what won’t change in the world of CX — not in 2020, nor the foreseeable longer-term future.

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Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! The post Enjoy the Super Saver Rate for Interactions 2020 appeared first on NICE inContact Blog.

21 Top Social Media Tools for 2020

NetBase

What are the top social media tools to have on your radar in 2020? With all of that in mind, here are Top Social Media Tools to really dig in to ahead of 2020 – and we’ll start with the most important to any brand’s efforts and work our way through the rest!

Why search queries and location data could trump polling as political tools in 2020

Gravy Analytics

The post Why search queries and location data could trump polling as political tools in 2020 appeared first on Gravy Analytics. News 2020 Democrats Greg Sterling Jeff White Location Data Politics Republicans Search Engine Land Search Queries Trump

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How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester's Customer Insights

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Predictions 2020: 3 Big Changes In Store For DevOps

Forrester's Customer Insights

In this blog, I want to discuss what we’re predicting in the area of DevOps for 2020, and as a bonus, look at some trends that didn’t quite make the cut as predictions.

CX & NPS® Trends for 2020 – Influencers Edition

CustomerGauge

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

Jacada

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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Hot Or Hype? What Are The Insurance Tech Investments That Will Drive Business Value In 2020?

Forrester's Customer Insights

So just how likely is it that some of these big-buzz technologies will produce business value in 2020? Insurers are transforming their organizations with digital technologies.

Implications Of A Buyers’ Market For Enterprise Software, 2020–2030

Forrester's Customer Insights

As global enterprise spending on software surpasses the $1 trillion mark in the coming decade, the growth rate of software spending will slow to 4% per annum from 7% historically. A buyers’ market for enterprise software will emerge. More choices, more transparency, and more interoperability will result in unprecedented choice for enterprise software buyers, who […]. age of the customer

The 5 Areas Of Customer Growth You Need To Budget For In 2020

Gainsight

Customer growth is the goal of every business, but budgeting for a growth-driven strategy in 2020 is as difficult as ever. The post The 5 Areas Of Customer Growth You Need To Budget For In 2020 appeared first on Customer Success Software | Gainsight. The new year is right around the corner, which means time is running out to get your budget in order. Customer growth is constantly evolving as new advancements in technology are made.

Customer Experience Conference and Events Calendar 2019 – 2020

Smarter CX

Looking for customer experience conference and events information for 2019 and 2020? January 2020 CX Events and Conferences. National Retail Federation (NRF) 2020 Retail’s Big Show. January 12 – 14, 2020. February 2020 CX Events and Conferences. eTail West 2020. February 24 – 27, 2020. March 2020 CX Events and Conferences. SaaStr Annual 2020. March 10 – 12, 2020. March 22 – 25, 2020. March, 2020.

The European Tech Market Will Slow In 2020 After A Decent 2019

Forrester's Customer Insights

European tech markets will experience slowing growth in 2020, according to Forrester’s latest forecast for the European tech market as a whole and for tech markets in the eight largest countries (“European Tech Market Outlook For 2019 To 2020” and “European Tech Market Outlook By Country For 2019 To 2020”).

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

McorpCX

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

The Objectives, Hypotheses and Design

CX Advantage Walker

The year 2020 is right around the corner. These are some of the questions that prompted the progress check on Customers 2020, Walker’s 2013 groundbreaking report that predicted future customer needs and discussed what companies and customer.

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

Choose the best free survey tool for your business – 2020 buyer’s guide

Qualtrics

Here are some of the best features to look out for as you select your survey software in 2020. The post Choose the best free survey tool for your business – 2020 buyer’s guide appeared first on Qualtrics.

Exclusive: Kamala Harris Draws Most Crowds Among Democratic Candidates, Finds Data Firm

Gravy Analytics

News 2020 Cheddar Data Democratic Gravy Analytics Location Data Political Campaigns Presidential CampaignIf the election results were based on how many people attend a candidate’s events, Kamala Harris would be the Democratic frontrunner.

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What's a Multimodal Customer Experience?

Jacada

Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system?

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Canada’s Tech Market Continues To Grow Despite A Slowing Canadian Economy

Forrester's Customer Insights

The Canadian tech market will grow in 2019 and 2020, but growth will slow from 6% in 2018 to 3.7% in 2019, according to Forrester’s report, “The Canadian Tech Market Outlook For 2019 To 2020.”

How to Structure Your Customer Service Team

PlayVox

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

Research: The Future of Customer Service is an Adaptive Workforce

Think Customers

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group.

Big Data – Breaking the Silos

MaritzCX

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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Why Isn't Natural Language Understanding.Natural?

Jacada

Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system?

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

Jacada

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

Our guide to the California Consumer Privacy Act CCPA

Customercount

A CustomerCount guide to the CCPA which may affect your business, your website, and most importantly, your customers with effect from Jan 1, 2020. Continue reading → The post Our guide to the California Consumer Privacy Act CCPA appeared first on CustomerCount.

Virtual banks in Hong Kong set to rekindle the retail banking experience

Forrester's Customer Insights

(Co-authored with Nancy Lin, Senior Associate) The Hong Kong Monetary Authority (HKMA) recently announced 8 new virtual banking licenses in the market and their operators will all launch new digital-only banks there before or in early 2020.

Has Intelligent Assistance Entered the Trough of Disillusionment?

Jacada

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 Decade Of Software Spending: A Paradox

Forrester's Customer Insights

From 2020 until 2030, Forrester estimates that global software spending by businesses will climb from $920 billion to north of $1.3 If software is “eating the world,” in the words of Marc Andreessen, the world also has a reciprocal appetite for software. trillion. Software will continue to spread, mediating, recording, and enabling more users, transactions, […]. age of the customer

How To Prepare For The Coming Recession

Forrester's Customer Insights

Yet rumblings about a 2020 recession are growing louder: 40% of top economists expect the Federal Reserve Bank to cut interest rates in response to a […].

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

And to further demonstrate our commitment, in 2020 NICE inContact will double investment in Western European operations to accelerate growth and support our growing customer base. NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth.

The Rise Of Virtual Care: Key Takeaways From Forrester’s New Wave™

Forrester's Customer Insights

Virtual care is about to hit a major tipping point — in 2020, investments in virtual care are expected to outpace those in traditional care delivery. While the virtual care market continues to mature, healthcare organizations (HCOs) must develop an enterprisewide strategy to support comprehensive virtual care deployment. We identified three key observations that should […]. age of the customer healthcare

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