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.

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 […].

What’s The Number?: Analysis Of The Latest Statistics Of The BPO Industry

Magellan Solutions

Sadly, it has been forecasted that the growth of the industry will continue to be stagnant until 2022. Benedict Hernandez, chairman of the Contact Center Association of the Philippines (CCAP), said that the roadmap to 2022 is looking bright.

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

Lumoa

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 Icebreaker.vc, 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.

The Best Infographics of September

QuestionPro Audience

CBD is a $1 billion industry, and sales are expected to grow to $22 billion by 2022. September may have gone by in the blink of an eye, but we can still learn something interesting from it. We’ve compiled the top 5 infographics, with a wide variety of topics.

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

“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.

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.

$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

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

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.

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.

Infographic – AR in Customer Service

TechSee

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries.

AI and Customer Care: The Future is Here

BlueOcean

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.

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.

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3 Industries That Can Benefit Immediately from Digital Customer Service

NICE Systems

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 AR Instruction Manuals Drive Superior Product Engagement

TechSee

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

CustomersFirst

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

5 Ways Small Business Security Systems Pay for Themselves

Win the Customer

billion by 2022, the report projects. Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69

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Why Open Source Is Both the Past and the Future

datastax

billion by 2022 , nearly tripling in growth in five years. The open source software market is expected to reach $32.95 Certainly the fact that 98% of developers use open source tools —even when they’re not supposed to—has something to do with this. A successful open source project requires the support of a strong community, including documentation, code contribution, testing, and bug fixing.

Artificial Intelligence Gets Real in Field Service

Astea

trillion to the global economy by 2022. Deliver Smarter Service Through Artificial Intelligence. Artificial Intelligence (AI) is not a foreign concept in field service. In fact, it has been around since the 1950s.

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.

Machine Learning and Field Service Management in Practice

Astea

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.

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.

The Bots Have Eyes: Why the Evolution of Visual Chatbots Has Entrepreneurs Excited

TechSee

Juniper Research projects bots will cut business expenses by as much as $8 billion by 2022; without a doubt, this technology can make a huge impact for both SMBs and enterprises. The world may be enamored with bots at the moment, but they’ve actually been around for quite some time.

Striking the balance between humans and AI in CX

Eptica

And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017

Why Open Source Software Is the Key to Hybrid Cloud

datastax

But the market blew past $11 billion in 2017, and the current MarketsandMarkets forecast predicts that the open source software services market will hit nearly $33 billion by 2022. In previous posts, we’ve talked about the benefits of the hybrid cloud. We’ve also offered some guidance about making the transition to the hybrid cloud. So you know about the “whys” and “hows” of moving to the hybrid cloud. But those are really just two parts of a trifecta.

4 Energizing Revelations for the Utilities Industry

North Highland

expected to nearly double by 2022. Utilities are the silent enablers of our modern way of life. Every time a switch is flipped, or a computer is powered on, a utility partner is instrumental in making it happen by delivering a jolt of electricity through highly-complex power grids.

What will happen to consumer rights after Brexit?

Helen Dewdney

This may be extended until December 2022 for a variety of reasons, but both sides need to agree). Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK.

Customer Experience: The Evolution and The Revolution

Syngro

Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus the phone. Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. Over time they have invested heavily in their CX programmes with 58% of businesses aiming to be CX leaders within three years.

The Case For Customer Service Chatbots- As Part Of Your CX Strategy

SaleMove

According to one recent forecast by Juniper Research, chatbots will be responsible for more than $8 billion in annual savings for companies worldwide by 2022. If consumers had to give chatbots a performance review, it probably wouldn’t be stellar.

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

datastax

trillion by 2022. 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. Maybe in a couple hundred years…). The class M-3 model B-9 General Utility Non-Theorizing Environmental Control Robot from Lost in Space (Danger, Will Robinson!).

Machine Learning and Field Service Management in Practice

Astea

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.

Modernize or Get Left Behind: Revolutionizing our Utilities Future (Part Three)

North Highland

expected to almost double by the year 2022. Fueling Product Innovation for Grid Modernization. Electricity is the driving force behind the intricate tapestry of our lives – it ignites a powerful spark that illuminates our homes, workplaces, schools, hospitals, and smart technologies — dramatically influencing the way we live, work, play, and connect.

Actionable & Effective Ways to Increase Your E-Commerce Sales

Joe Rawlinson

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022.

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Artificial intelligence and the rise of augmented agents in customer experience

Eptica

Therefore, while the percentage of interactions handled by technology will rise from 49% in 2017 to 85% in 2022, the human side will not fall by a corresponding amount. Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience.