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.

Great Customer Experience has the Power to Accelerate Growth

NICE inContact

Again, according to Mark Smith, by 2021 only 50% of organizations will have transformed their business to be more intelligent and automated by embracing digital technology. Markets and opportunities move fast.

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

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.,

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.”

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.

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.

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.

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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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.

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.

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.

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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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.

Three Customer Experience Details Most C-Suite Leaders Overlook


” 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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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.

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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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.

ROI on IOT: What Is This Tech Giving Back to Customer Experience?

Smarter CX

It’s a growing concern, too, what with Bain & Company predicting that the current Internet of Things market will more than double to $520 billion by the year 2021. IoT, or the Internet of Things, might have adopted the consumer-facing sheen of refrigerators that send owners a text message when it’s time to buy milk, or televisions that seamlessly interface with online content providers, but for businesses, the story is significantly different.

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2019 Global Social Media Market Survey Report


We share many stats in the report to support this contention, but one to be aware of right now is this: By 2021, it’s predicted that 3 billion people will be using social media, so the eventuality of every audience inhabiting some social platform seems likely.

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.

15 Unstoppable E-Commerce Trends You Need to Watch Out For This 2020

Magellan Solutions

by 2021. But according to data by Greenlight Insights, both AR and VR revenues are expected to hit a total of $209 billion by 2021. According to data , by the time 2020 rolls in, online sales will hit approximately 4135 billion dollars.

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.

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.

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.

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.

Congratulations! It’s your 1st anniversary!


The Qualtrics team grew by over 960 people last year – and by 2021 we’re looking to have a team that is 8500 people strong! It’s time to celebrate! Another week brings another round of work anniversaries for our growing team. One year ago this week, we brought on some amazingly talented people! They joined us in Sales, Engineering, Quni, and as interns across the business!! This class of talent came to us from many top companies like Gallup, SPS Commerce, and

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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.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center


Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

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.

Customer Service Innovation — How Chatbots are Evolving


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

How Direct to Consumer Retailers Are Disrupting the Segment

Smarter CX

According to “How to Manage Customer Service Technology Innovation,” an article by Smarter With Gartner , “Gartner predicts that by 2021, 15% of all customer service interactions globally will be handled completely by AI, an increase of 400% from 2017.” Direct to consumer (DTC) brands are transforming the entire ecommerce industry, according to new research. They’re not just reimagining the product, but the sales experience as well.

AI Customer Service: Today’s Most Transformative Technologies


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

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?

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.

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.