How The COVID-19 Crisis Will Impact Marketing Spend Between Now And 2022

Forrester's Customer Insights

The current COVID-19 has crisis upended CMO priorities and budgets, leaving many scrambling for alternate revenue sources, and all asking: what in the world to I plan for now?

The Year 2022 – A Case Study of a Happy Customer

Currency Alliance

The post The Year 2022 – A Case Study of a Happy Customer appeared first on Currency Alliance. Sometimes friends ask me if I remember how we used to shop several years ago, as things seem to be changing so quickly at the moment. The truth is I try not to remember.

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eCommerce Will Account for 36% of Global Fashion Retail Sales by 2022

Forrester's Customer Insights

Fashion is the second largest retail category after grocery. The eCommerce shift is a significant, palpable movement in most economies. A quarter of clothing, accessories, and footwear (fashion) spending already occurs online and is still rapidly growing.

The State Of Social Advertising: Pretty On The Outside, Ugly On The Inside

Forrester's Customer Insights

On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market).

Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

Forrester's Customer Insights

Forrester predicts that digital touchpoints will influence 55% of total European retail sales by 2022, so a retailer’s digital presence continues to play a significant role in influencing consumer purchase decisions, both online and […].

Security & Risk 2019: Cybersecurity’s Staffing Shortage Is Self-Inflicted

Forrester's Customer Insights

Current projections show that we will have nearly two million job vacancies in the security sector by 2022. Unless this is your first day working in cybersecurity, you’ve heard numerous times that we have a hiring crisis — there aren’t enough people to fill the need for security talent. However, this is a problem of our own making. Fixing this will require changes to the way we hire, train, and retain security pros. cybersecurity security & risk talent management promoted

Customer Experience Management in 2019

Upstream Works

According to, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. According to Maoz, c ustomer self-service is expected to grow to 64% by 2022.

Are You Reacting, Predicting Or Dictating Consumer Behavior?

The DiJulius Group

Reacting = Road kill Predicting = Passenger/hitchhiker Dictating = Driver Forget about 2017, to guarantee growth and survival, you better be working on what your 2022 Customer Experience model will evolve to. Are You Reacting, Predicting Or Dictating Consumer Behavior? If you haven’t started working on the innovation of your future experience, you are […]. Training To Provide A World-Class Experience World-Class Leadership

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

The Demise Of The Cookie Is Only One Crumb Of The Data Deprecation Issue When marketer inquiries began to flood after Google’s announcement that it will phase out third-party cookie support by 2022, we had to share some bad news: There isn’t a simple solution.

$122 Billion: The Marketing Technology and Services Investment Sticker Shock

Forrester's Customer Insights

At $90 Billion today and growing to $122 Billion by 2022, CMOs are pouring budgets into investments which align their organization’s operations with greater customer and experience focus. Planning and budgeting for the technology and services investments supporting these goals stands as a critical task for CMOs and will only get harder in the future. […]. marketing & strategy marketing automation tech market outlook

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

households will have a smart device in their house by 2022. Move over, smartphone. Smart speakers are the new “it” device.

Why the retail apocalypse is really a renaissance, and what your company can do about it

Vision Critical

between 2017 and 2022. The retail apocalypse may just have to wait.

Retail 271

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets


billion by 2022 growing from $4.76 Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.

How Amazon is Owning the Smart Home Market

QuestionPro Audience

And that opinion seems to be a popular one: the smart home market is predicted to grow into a $53 billion industry by 2022, according to a recent report.

Improving customer experience with a virtual agent


According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

The 3 Hottest Trends Impacting Outsourced Customer Care


In all, chatbots – and related Natural Language Processing tools – are predicted to save companies about $8 billion in costs by 2022. The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind.

10 Commerce Statistics to Help Guide Your CX Strategy

Smarter CX

homes and generate $40 billion worth of online purchases by 2022 ( USAToday ). 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.

AI and Customer Care: The Future is Here


IBM reports that by 2022, businesses will save approximately $8 billion annually, up from the $20 million dollars saved in 2017. Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips.

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report


” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company.

Robots for Retail? The Future of Shopping, Today

Smarter CX

highlights 3 reasons robotic technology is moving in on the B2C segment: rising labor costs, productivity enhancements and happier customers; and by 2022, 70% of all U.S. The experience economy is upon us.

Targeting business buyers at home

Hero Digital

Google has announced that they will eliminate third-party cookies from their Chrome browser in 2022. Google remains confident that they’ll be able to offer a strong alternative to cookies in 2022: artificial intelligence (AI) driven marketing solutions.

How Chatbots Are Your CX Missing Link

CSM Magazine

For example, research from Gartner claims that 85% of all customer service experiences will be handled by chatbots by 2022. Additional studies from Juniper Research show that the total cost savings of businesses who use chatbots will surpass $8 billion as of 2022.

POS System Support in the Cashless Society


Millennials are leading the way toward a cashless society, with cash payments around the world projected to drop from 31% in 2018 to just 17% in 2022.

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3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Mobile banking transactions are expected to more than double by 2022 , and visits to retail bank branches may decline as much as 36% during the same period. Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board.

How RPA can drive organizational innovation: A PK perspective


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

How AR Instruction Manuals Drive Superior Product Engagement


According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022.

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


Aragon expects the Customer Journey Mapping market to grow into a US $5-billion market by 2022.

Why the future of customer service is AI and humans together


Gartner believes that while the share of customer service interactions handled by technology will rise (from 49% in 2017 to 85% in 2022), human interactions will not fall by a corresponding proportion.

How Consumer & Market Intelligence Can Cut Uber’s Costs


billion and negative $641 million, and positive FCF is expected to be achieved in 2022.”. billion and negative $641 million, and positive FCF is expected to be achieved in 2022. Uber is beating projected growth expectations to the joy of investors, but there’s a catch.

How AI and cross-industry intelligence will power the digital retail experience in 2020

In fact, by 2022, they’re expected to spend an estimated $7.3 All around the world, retailers are adopting AI solutions. billion using AI to better serve their customers. One of the major catalysts driving this massive investment is consumers’ growing expectation for personalized experiences.

What is the future of enterprise AI?

In fact, by 2022, most organizations will have an average of 35 machine learning or AI projects in place. According to Gartner, 59 percent of companies have already deployed artificial intelligence and machine learning and many intend on doubling the number of AI projects they’re working on within the next 12 months. Underpinning this trend is the simple fact that a growing number of companies see AI adoption as critical to their long-term success.

One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights

Michelli Experience

Of course, I am talking about voice-activated digital assistants and according to Brian Braiker’s Ad Age article titled What Really Works in Voice — And Why Google is Smarter than Amazon , 55% of all US households will have at least one digital assistant by 2022.

What To Expect From The BPO Industry In 2018

Magellan Solutions

The growth of the sector also expects an annual slowdown until 2022 due to security risks in the country and the larger scale, slow-moving industry growth globally.

Stepping into a new decade: What’s evolving from 2010 to 2020 in SaaS


According to Gartner, SaaS revenue is expected to hit a whopping 151 billion dollars by 2022 , and if that’s the case the new decade is going to be a spectacular one for SaaS enterprises. 2020 has settled in and with the New Year has come a whole new decade!

Artificial Intelligence….the Future is Now!

QuestionPro Audience

billion dollars, by 2022. If this estimate is accurate, this 62% compound annual growth rate from 2016 to 2022 is staggering. Comedian TJ Miller, of HBO’s Silicon Valley , performs a standup in which he tells of an entertaining, yet extremely terrifying time in which he suffered a life-threatening brain malformation. He was in the middle of pitching a movie idea when he collapsed to the floor while seizing, and was rushed to the hospital.

3 Ways Artificial Intelligence Boosts the Spring Cleaning Experience

Smarter CX

billion by 2022. Spring cleaning season is upon us, and artificial intelligence has made significant strides within the cleaning industry, with much of its focus aimed at producing products for individuals seeking to liberate themselves from the drudgery of a top-to-bottom house clean. According to Statista , the global smart home market is expected to grow to $53.45 What’s the common theme among these gadgets?

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Machine Learning and Field Service Management in Practice


B y 2022 , Gartner predicts that one-third of complex field service organizations will utilize machine learning to predict work duration and/or parts requirements, up from less than 2% today.

6 Transformative Applications of AI in Business


The same source predicts that AI in business will also reduce organization costs by more than $8 billion by 2022. Statistics state that 37% of businesses in the US now use AI.

6 ways AI is transforming the retail industry

In fact, by 2022, retailers are projected to spend an estimated $7.3 Artificial intelligence and machine learning have important roles to play in virtually every market and industry vertical. The US$26 trillion global retail industry is no exception.

Integrate Live Chat & AI to Your eCommerce Business [& Learn How to Do It Right]

Win the Customer

Better customer support – Research by Juniper Research has revealed that chatbots will be responsible for saving over $8 billion each year by 2022. 2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry.