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

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.”

Webinar: Using AI Tools to Enhance Customer Support With PTC

B2B Customer Service Blog - TeamSupport

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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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

TechSee

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.

5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

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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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.

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.

Striking the balance between humans and AI in CX

Eptica

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 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.

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

Meet The Customer Service Rep Of The Year—in 2028

SaleMove

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.

Customer Service Innovation — How Chatbots are Evolving

TechSee

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

Say Cheese! Audio and Video in Market Research

Confirmit

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.

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?

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

Optimove

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.

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.

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?

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

billion (with a b) on the upgrade in 2021. I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming.

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

Avaya

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?”

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.

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.

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.

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.

12 Reasons to Invest More in Customer Experience

PeopleMetrics

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?

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

C3Centricity

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.

CRM and CCM: What’s the difference?

Transforming Customer Connections

Gartner predicts that by 2021 , CRM will be one of the largest revenue areas of spending in enterprise software.

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

Verint

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.

5 Ways to Become an Omnichannel Customer Experience Pro

Avaya

By 2021, he predicts that: 1 million consumers will be shopping in virtual reality. Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone would be hitting the U.S. market soon.

In Digital Transformation, Don’t Forget the Initial Business Discovery

Avaya

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?”

The Top 5 Reasons Mobile Apps Power the Re-Emergence of Online Communities

CXApp

By 2021, that number is expected to grow beyond 52 million. Online, mobile-friendly communities are thriving rapidly in today’s digitized landscape. Stop for a moment and take a look around. It’s not just the social networking sites, like Facebook, Twitter, and similar platforms.

The Top 5 Reasons Mobile Apps Power the Re-Emergence of Online Communities

CXApp

By 2021, that number is expected to grow beyond 52 million. Online, mobile-friendly communities are thriving rapidly in today’s digitized landscape. Stop for a moment and take a look around. It’s not just the social networking sites, like Facebook, Twitter, and similar platforms.

A Guide to Empowering Your Customers With An Exceptional Self-Service Support

transcosmos Information Systems

billion by 2021, according to a 2017 study published by MarketsAndMarkets. Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today.

How CX Is Impacting Consumer Preferences For Emerging Fast-Casual Brands

Second to None

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience.

Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently).

A Guide to Empowering Your Customers With An Exceptional Self-Service Support

transcosmos Information Systems

billion by 2021, according to a 2017 study published by MarketsAndMarkets. Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today.

There’s No I in Team, but What About AI?

CSM Magazine

A Gartner report, sponsored by Tealium: ‘ 100 data and analytics predictions for 2021 ‘ forecasts that ‘By 2019 more than 10% of IT hires in customer service will mostly write scripts for bot interactions’ and ‘By 2020, AI will disrupt the jobs of 1,000,000 phone-based customer support agents.’. Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Voice from the past.

Promoting the Power and Potential of PSIM

Customer Interactions

billion by 2021. Last week I read with great interest a report published by the Frost & Sullivan analyst group, which places the PSIM (Physical Security Information Management) market under the microscope. It is clear that the momentum for PSIM is growing daily. The report revealed that approximately $150 million of revenue was earned for PSIM solutions during 2011, and it predicted exponential growth, with a potential market sizing of $2.8