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


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.

Stop Ignoring the Impact AI Can Have on Your Business TODAY


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.

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.

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.”

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

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.

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.

3 Ways Augmented Reality Enhances Customer Experiences

Smarter CX

Forecasts say that the IoT market will double by 2021 , meaning that consumers will be interacting with devices on an almost ongoing basis. Today’s customer journeys span multiple touchpoints.

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.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development


In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019.

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.

B2C 127

Top 10 Infographics of January 2018

QuestionPro Audience

by 2021. As an industry leader in market research, people look to us for thought-provoking content. We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of January. Enjoy! 1 – The Cultural Borders of Songs.

CustomersFirst Now (CFN) Named as a Leader in Customer Journey Mapping For Second Year by Aragon Research


” Aragon predicts that by 2021, 90% of enterprises will significantly improve their customer journeys to compete effectively and tap into new revenue opportunities. DENVER – Jan.

5 Real Uses for Virtual Reality in Customer Experience

Smarter CX

The global virtual reality and augmented reality market size may reach $215 billion by 2021. The evolution of technology wouldn’t be possible without businesses’ natural pursuit of competitive advantage via new ways of engaging customers.

Striking the balance between humans and AI in CX


Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX.

5 Tech Tools That Are Changing the Wedding Experience

Smarter CX

billion in revenue leading up to the year 2021, according to IBISWorld research. The wedding services industry is expected to total $63.1

Tools 73

Brexit: Where do you go from here?

North Highland

Honda announced the planned shutdown of its Swindon plant in 2021, its only car factory in the UK, which it is forecasted will result in a direct loss of up to 3,500 jobs, while putting a further 3,500 supply chain focused positions at risk.

Say Cheese! Audio and Video in Market Research


According to the 2016 Ericsson Mobility Report, video content will account for 70% of all mobile traffic by 2021, which represents an increase of 55% over the next 5 years. Every day, consumers watch and create videos, send WhatsApp audio messages and take selfies.

Customer Service Innovation — How Chatbots are Evolving


From now to 2021, the chatbot market is expected to grow by 35% a year.

How Electronic Arts Improves the Gamer Experience Through Team Empowerment and Journey Mapping

Customer Bliss

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021?

Outsourcing Statistics to Guide Your Business Decisions in 2019

transcosmos Information Systems

by 2021. If you’re looking to achieve your bottom line quickly and inexpensively, outsourcing is the way to go; but this method will only work in your favour if you do it correctly. To be more exact, you must be able to find the best talents and utilise the most advanced technologies.

Top 10 Effective Ways For Consumer Gadget Stores To Improve Customer Service In E-Commerce

Magellan Solutions

The same report revealed that by 2021, e-commerce sales can grow up to US$4.8 If entrepreneurs know how to improve customer service in e-commerce, they are setting themselves one step closer to success. For the past years, the e-commerce industry experiences unprecedented growth.

The Prosperity Of Your Brand Today Depends On Customer Experiences

Orc International

By 2021, global spend on customer experience is expected to reach $13 billion. It’s never been a more exciting time to be in the customer experience (CX) business.

3 Critical Ecommerce SEO Tactics for 2018

Smarter CX

Cisco predicts that video will account for 80% of Internet traffic by 2021, meaning your customers are looking for compelling video content. According to SEMrush , organic search accounts for 32% of monthly ecommerce visits, making it a critical driver of traffic and revenue.

Meet The Customer Service Rep Of The Year—in 2028


By 2021, 15% of all customer service interactions will be completely handled by AI,” says Olive Huang, a VP at Gartner. Technology’s role in customer service is growing at warp speed.

Turning Up Your Brand’s Voice to Reach the Most Advanced Customers


billion by 2021 – climbing up from 390 million in 2015 – and a Canalys report estimates 56.3 Digital and voice assistants are often the butt of many jokes, which speaks volumes about how we perceive this type of technology.

How Electronic Arts Improves the Gamer Experience Through Team Empowerment and Journey Mapping

Customer Bliss

You may think of gaming as simply a favorite past time of your children or nieces and nephews, but did you know it’s actually on track to becoming a 180 billion dollar industry by 2021?

3 CX Innovations You Can Expect from Streaming Services in 2018

Smarter CX

billion by 2021. With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users.

In Digital Transformation, Initial Business Discovery is Key


Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

What Do Companies with High Net Promoter Score Have in Common?


million by 2021 – and that’s only in the US! Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.

11 Cyber Security Risks Every Business Should Prepare For [Visual Guide]

transcosmos Information Systems

Cybercrime damage costs to hit $6 trillion annually by 2021. In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014.

12 Reasons to Invest More in Customer Experience


Billion by 2021, at a CAGR of 21.1%.” It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?

CEM 94

3 Technologies Changing the Ecommerce Payments Landscape

Smarter CX

trillion by 2021 , and even with that staggering figure, brands will still be expected to deliver consistent, personalized experiences across an ever-growing range of touchpoints. Change is constant in the world of ecommerce.

Give Your Customers the Gift of Live Engagement This Christmas

CSM Magazine

trillion by 2021. Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace. It’s November.

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)


Earlier this year ZDNet highlighted five technologies that touched on technological changes that could impact customer service and experience by the year 2021. I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today.

5 Top Customer Service Articles for the Week of September 25, 2017


The number of devices connected to IP networks will be three times as high as the global population in 2021. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

Tips 71

Banking Risk Landscape: Is Your Security Solution a Secure Solution?


The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expect this number to double by 2021. 1 “Cybersecurity Ventures predicts cybercrime damages will cost the world $6 trillion annually by 2021,” Cybersecurity Ventures Cybercrime Report, 2017 Edition. You only have to check today's news headlines once to see that cybersecurity has moved to the forefront of conversation.