Slowing Growth For US Tech Budgets In 2020 And 2021, Varying By Industry

Forrester's Customer Insights

in 2020 and 4% in 2021, according to Forrester’s latest US tech budget forecast: […]. Even before the threat of coronavirus, the US economy was poised for a slowdown in 2020. Slowing real GDP growth of 2% or less in turn will lead to slower growth of US tech budgets: from 4.5%

New Forrester Forecast Shows Global Tech Market Growth Will Slip To 3% In 2020 and 2021

Forrester's Customer Insights

Despite the excitement around leading-edge technologies like AI and big data, and the tremendous success of cloud vendors, Forrester’s latest forecast for the global tech market shows growth slowing to around 3% in 2020 and 2021.

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Forecasting In Uncertainty: What If Stores Reopen And No One Comes?

Forrester's Customer Insights

Despite state and local governments allowing stores to reopen, consumer traffic will most likely remain well below pre-pandemic levels, making it likely that the pandemic recession will last well into 2021.

US Tech Spending Slowdown Amidst Rising Cloud Adoption Will Squeeze Tech Budgets

Forrester's Customer Insights

Recent stock and bond market turmoil has highlighted the growing risk of a US economic slowdown and even a recession — a prospect that 74% of economists think will happen by 2021, according to a survey of US economists by the National Association of Business Economists.

In a Digital World, Play To Your Physical Experience Strengths

Happy or Not

In 2021 more than 2.14 billion people worldwide are expected to buy hundreds of billions of dollars’ worth of goods and services online, up from 1.66 billion in […]. The post In a Digital World, Play To Your Physical Experience Strengths appeared first on HappyOrNot.


SANS CTI Summit Recap: It’s All About The Process

Forrester's Customer Insights

If you’re a cyber threat intelligence analyst or vendor, I encourage you to attend and submit a presentation idea for 2021. Crystal City again hosted the eighth SANS Cyber Threat Intelligence Summit, with several hundred attendees. CTI Summit cochairs Rick Holland, Rebekah Brown, and Katie Nickels again planned a fun, entertaining, and very educational two-day event for threat intelligence professionals from around the world.

The Truth About Digital Experience Architecture


February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc.,

Online Gaming – The industry that never sleeps

QuestionPro Audience

trillion by 2021, according to statista , a leader in online statistics, market research and business intelligence portal. The global media and entertainment market has consistently been on the rise. Revenue is projected to reach up to $2.2 Gaming is an ever-developing and integral segment of this market. The two largest gaming regions, Asia Pacific and North America, accounted for 78 percent of global revenues in 2017. Audience

Beyond Moore’s Law: How Exponential Technology Will Drive Disruption

Forrester's Customer Insights

However, while most experts agree that silicon transistors will stop shrinking around 2021, this doesn’t mean Moore’s Law is dead in spirit […]. I’ve been thinking a lot about exponential technology and asking myself: “Is disruptive change due to ‘Moore’s Law’ done?” Newsweek recently proclaimed, “The Future Is Uncertain As Moore’s Law Comes To An End.”

How the Smart Speaker is Revolutionizing the Home

QuestionPro Audience

by 2021. 2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes.

Ghost In The Machine? No, It’s A Robot, And It Is Here To Help

Forrester's Customer Insights

billion by 2021, and conversations are becoming more frequent. Just a few years ago, conversations about robotic process automation (RPA) were scattered and far between. Those familiar with RPA had a limited understanding of its potential and at best had carried out?only?a a few isolated “proof of concept” experiments. Today, the RPA market is estimated to?reach reach $2.9

Exceptional CX: The Business Case of Going from Good to Great

NICE inContact

Again, according to Mark Smith, 2021 only 50% of organizations will have transformed their business to be more intelligent and automated by embracing digital technology. According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment.

Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex


These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.

Why Technology Won’t Help You Understand Your Customers


No doubt it will need updating in 2021 when the fallout from the current pandemic becomes clearer. Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today?

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE inContact

Will “The Robots” take over completely by 2021, 2025, 2050? With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

Wearables: Technology on the Rise

QuestionPro Audience

The wearable industry is anticipating to double by 2021, with an estimated 240.1 The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices.

Calling All Applicants for the NICE inContact CX Excellence Awards

NICE inContact

And The Winner Is…. We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty


It will be 2021 before one can see any improvement. This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty.

10 Commerce Statistics to Help Guide Your CX Strategy

Smarter CX

trillion in global sales in 2021 ( Betakit ). Excerpted from The 2020 Guide to Digital Commerce. When it comes to attracting, converting, pleasing, and retaining customers (both online and off-line), the sands are constantly shifting.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings


Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion.

Customer Self Service – What the Future Holds


And with 3,000 Amazon Go stores set to open by 2021 and the total Computer Vision and hardware market expected to reach $26.2B

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Wearable Technology on the Rise!

QuestionPro Audience

The wearable industry is anticipating to double by 2021, with an estimated 240.1 What is Wearable Technology? Wearable technology encourages wearers to be more engaged in their health and lifestyle choices.

Luxury & Lifelines: COVID-19’s Impact on Customer Income


Though online orders can provide a lifeline for some fashion and luxury retailers, the unfortunate fact of the matter is that these companies can likely expect their earnings to remain subpar for anywhere from the next 5-6 months to until sometime in 2021.

How YETI Stays Ahead with Feedback


That’s why we’re setting ourselves up with GetFeedback and Salesforce as these platforms can carry us into not only 2019, but to 2020 and 2021. Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason!

Webinar: Using AI Tools to Enhance Customer Support With PTC


With AI spending projected by IDC to reach $58 billion by 2021, investing in the right technology from the start matters more than ever. We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP).

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13 stunning stats on patient-centricity

Vision Critical

billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight. Digital transformation means your patients are also customers.

No Fault Found Returns: a Supermassive Black Hole for Retailers


Amazon plans to open 3,000 “Just Walk Out” unmanned stores by 2021, with hundreds of cameras and sensors enabling consumers to shop with zero human interaction. Black Friday is a day that retailers wait for all year, and 2019 was no different.

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Royal Mail fails to deliver on service as stamp prices rise

Helen Dewdney

Stephen Agar, managing director of letters at Royal Mail, said: “We are operating in a tough market at present, under the threat of making a loss by 2021.” On the 23 March 2020 the cost of postage stamps goes up yet again. And it will be by a staggering amount too.

Five strategies to improve customer experience in telecoms


IDC estimates that 75% of enterprise applications will use AI services by 2021. In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage.

How RPA can drive organizational innovation: A PK perspective


billion by 2021. In the push for business process automation, robotic process automation (RPA) has gone mainstream. According to Gartner, 85% of large businesses will have incorporated RPA technology by the end of 2022, and Forrester expects the? market for RPA ?to to reach $2.9

Why a Hybrid Cloud Database is Your Key to AI and IoT


Worldwide spending on AI is predicted to more than quadruple from the period starting in 2017 to 2021. The same report forecasts that three-fourths of all business enterprises will deploy AI technology by 2021. Not so very long ago, artificial intelligence (AI) was the stuff of science fiction. AI, at least in the minds of the general public, was relegated to fantastically fantastical sci-fi characters such as: Star Trek ’s talking computer (A computer that talks ? That’s crazy.

5 Leading Augmented Reality enterprise use cases


A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. Augmented Reality (AR) is fast becoming an accepted part of our lives.

5 Steps Toward a Successful Self-Service Strategy


Amazon Go plans to open 3,000 “Just Walk Out” unmanned stores by 2021 , each powered by hundreds of cameras and sensors enabling customers to shop and pay without any human interaction.

5 Technologies Helping B2C Field Services Meet Consumer Demands


To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers.

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How Consumer & Market Intelligence Can Cut Uber’s Costs


And there are nearly as many pieces speaking to this fact, as there are claiming victory on its behalf: Uber is predicting an adjusted positive EBITDA, but “consensus 2020 and 2021 FCF estimates stand, respectively, at negative $2.45

Sunshine Financial ServiceCommitted to Excellence


Given the current trajectory, Sunshine Financial Service expects to receive its latest batch of COPC site certification in early April 2021. In late March 2020, Shandong Sunshine Financial Service Information Technology Co.,

Hybrid and Multi-Cloud Deployment Scenarios


Gartner confirms these numbers , projecting that 75% of mid-size and large organizations will have adopted hybrid and multi-cloud IT strategies by 2021.

Hawaiian Tropic and Banana Boat Adjust Marketing for a Different Sort of Summer


While many people may not be planning to travel in the near future (at least not by air), approximately 87% of American travelers are planning (and hoping) to be able to take a trip by the end of 2021.

Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

” implies that 2021 won’t be. The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer.

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Guest Blog: Thank Your Customer With Actions Not Words


Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty.