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 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.

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 […].

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.

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.

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.

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

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.

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.

“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.

$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

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 229

Infographic – AR in Customer Service


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.

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.

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.

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.

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.

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


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.

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.

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

System 111

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.

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


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.

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.

Striking the balance between humans and AI in CX


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

What Makes an Unforgettable Customer Experience

Smarter CX

17% of all retail sales are expected to be ecommerce by 2022. Especially around this time of year, we’re forced to interact with all types of companies, from retailers to restaurants to the Salvation Army donation collectors ringing bells on the street corners.

Customer Experience: The Evolution and The Revolution


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.

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.

Consumer Love In Australia – Our Latest Brand Passion Report


They’re focused on making history with Project Sunrise – which will offer a 20-hour non-stop flight from Sydney to London by 2022. Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands.

Outsourcing Statistics to Guide Your Business Decisions in 2019

transcosmos Information Systems

billion in 2022, which may be due to the cost benefits of back-office administration, and the development and availability of new technologies.

Data as Fuel: Why Your Business Needs Premium (Part One)

North Highland

According to Gartner , “by 2022, 90% of corporate strategies will explicitly mention information as a critical enterprise asset…” In zeroing in on data monetization as a key component of this opportunity, it’s a matter of moving from a “regular” gasoline way of thinking to a “premium” one – and we’ve observed that the investment in premium is well worth it when it comes to high-octane business performance. Many of us have heard the saying “ Data is the new oil ,” and for good reason.

ROI 48

7 patient experience trends for 2019


billion in revenue by 2022. The patient experience is the sum of all the interactions patients have with health system, providers, and facilities.

3 Steps to Building a Winning E-Commerce Ecosystem

Joe Rawlinson

Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects. An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2

Sales 83

Artificial intelligence and the rise of augmented agents in customer experience


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.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage.

The Nightmare After Christmas: ‘Tis the Season for Augmented Reality for Retailers


With the number of mobile augmented reality users expected to reach nearly two billion by 2022 , forward-thinking companies are harnessing this powerful technology to enhance the initial customer engagement with their products, during purchase, onboarding, setup, troubleshooting or regular maintenance. You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened.

AI isn’t Artificial in the Contact Center—Here’s Why it Works


Gartner predicts that by 2022, 72% of customer interactions will involve AI in some form with more than 15% being completely handled by AI.

Four Technologies Reshaping the Customer Experience


Juniper Research even translates this into dollars and cents, predicting that AI processes will be responsible for eight billion in cost savings per year by 2022. This article was contributed by Ryan Gould, VP of Strategy and Marketing at Elevation Marketing.